MICHELE CAVE
Saint Louis,MO
Summary
Focused Information Technology graduate with experience in Vulnerability Management and IT. Self-starter with experience in utilizing critical thinking, and problem-solving skills, and experience in Splunk, Active Directory, and Tenable to provide over 50 accounts with vulnerability management solutions, customer service, troubleshooting guidance, and IT support.
Focused IT Engineer dedicated to staying apprised of all new engineering tools and techniques. Committed to applying emerging technologies to streamline product development and business operations.
Adheres to ascribed business and engineering goals by driving constant process innovation and iterative improvements.
Overview
10
10
years of professional experience
Work History
Information Technology Support Specialist
Charlie Health
05.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of ticket flow and responded to technical support needs.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and email.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
Junior IT Engineer
Ultraviolet Cyber
07.2022 - 09.2023
- Experience with Active Directory assisting with user onboarding, troubleshooting access issues, and privilege management for over 30 individuals
- Managed and supported vulnerability management services using Tenable IO by providing daily delivery of vulnerability reports, troubleshooting, and vulnerability management support for over 50 accounts
- Experience completing onboarding for all new users within the W@tchTower product and JIRA
- Used Splunk queries to search and analyze logs
- Assisted in updating and onboarding heavy forwarders and provided troubleshooting guidance
- Provided secondary training to personnel struggling with technological tools and systems
- Contributed to the establishment of IT policies and best practices aimed at ensuring consistent service quality across all departments
- Collaborated with cross-functional teams to develop innovative software applications, driving business growth
- Reduced downtime by proactively monitoring systems and conducting regular maintenance tasks
- Identified and corrected system faults to minimize operational system downtime
- Conducted training sessions for end-users on new software applications to promote efficient adoption of technology tools
- Provided professional services and support in a dynamic work environment
- Strengthened communication skills through regular interactions with others
- Used critical thinking to break down problems, evaluate solutions, and make decisions
- Worked effectively in fast-paced environments
- Proven ability to learn quickly and adapt to new situations
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Skilled at working independently and collaboratively in a team environment
- Passionate about learning and committed to continual improvement
- Managed time efficiently to complete all tasks within deadlines
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Adaptable and proficient in learning new concepts quickly and efficiently
Security Operations Center Intern
W@tchtower
06.2022 - 07.2022
- Shadowed SOC analysts and gained knowledge on documentation, investigation, and escalation process for verifying alerts
- Expanded knowledge and worked in teams to provide weekly written reports and presentations on key concepts like networking basics, malware, and encryption
- Provided a final report and presentation on important concepts for vulnerability management and the role and capabilities of Tenable IO
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations
- Explored new technologies and approaches to streamline processes
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations
- Analyzed problems and worked with teams to develop solutions
- Collaborated with senior management on new initiatives to build confidence
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives
- Completed research, compiled data, updated spreadsheets and produced timely reports
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set
- Conducted research for various projects, leading to well-informed decisions and successful outcomes
- Managed time efficiently to complete all tasks within deadlines
- Developed strong communication and organizational skills through working on group projects
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Self-motivated, with a strong sense of personal responsibility
Help Desk Technician
Frontline Managed Services
03.2022 - 06.2022
- Experience with ServiceNow ticketing system to troubleshoot computer and printer issues as well as offer advice with formatting of Microsoft Word documents
- Remote access troubleshooting, Determining cause of computing issues, following up with customers to ensure issues are resolved
Help Desk Technician
iCall Services
11.2016 - 08.2017
- Help desk technician for employer-based education benefits
- Assisted customers with applying for reimbursement of tuition and books
- Troubleshoot minor computer issues, formatting issues for documents, and proof of grades
- Walked individuals through basic troubleshooting tasks
- Offered assistance in implementing and developing training programs
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving
Education
Bachelor's Degree - Information Technology
South University
Savannah, GA02.2022
Skills
- Vulnerability Management
- IT support
- Active Directory
- Problem Solving
- Critical Thinking
- Splunk - some knowledge
- Tenable - some knowledge
- Customer Service
- Power Shell
- JIRA
- Google Workspace
- Slack
- Microsoft Office
- Network infrastructure administration - some
- IT Compliance
- File Management
- IT Performance Management
- Technical Troubleshooting
- Attention to Detail
- IT Problem Management
- Information Security
- Virtual and Cloud Technologies
- Technical Documentation
Certification
- Microsoft Office License - April 2023
Additional Information
I am primarily self-taught. My parents got a computer shortly after the internet was released to the masses and I have been hooked ever since. From that moment forward, there wasn't a day that I wasn't learning how to do something with a computer or on the Internet. A goal of mine is to one day build my own. I took a long hiatus from school after graduation, (family needed me), and then life got in the way, but that did not stop me from continuing my learning path. When I was finally able to go back to school, I took it. I absorb information like a sponge and am constantly trying to find ways to utilize my knowledge.
I am available for outside jobs. I do some minor troubleshooting and repairs. If you have a job for me, please reach out and I will do my best to get back to you!
Thank you for taking the time to read a little about me and have a great day!
Timeline
Information Technology Support Specialist
Charlie Health
05.2024 - Current
Junior IT Engineer
Ultraviolet Cyber
07.2022 - 09.2023
Security Operations Center Intern
W@tchtower
06.2022 - 07.2022
Help Desk Technician
Frontline Managed Services
03.2022 - 06.2022
Help Desk Technician
iCall Services
11.2016 - 08.2017
Bachelor's Degree - Information Technology
South University
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