Naa McGruder
Washington
Summary
Dynamic IT Support Engineer with enhanced experience in cybersecurity. Expertise in network troubleshooting and risk assessment. Proven ability to enhance security protocols and deliver exceptional customer service. Adept at training teams and implementing Agile methodologies, ensuring efficient project delivery, and fostering collaboration across departments. Proven track record of boosting sales through comprehensive product demonstrations, and customer satisfaction through proactive support and training. Effective communicator, ensure users' understanding and utilization of hardware and software efficiently.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desktop Support
KST Data Inc
03.2024 - 05.2025
- Set up new workstations, such as monitors, printers, and laptops, for customers with proper equipment and software.
- We worked collaboratively to complete daily operational tasks against team targets.
- Managed employee access, security roles, and permissions.
- Performed routine troubleshooting and network monitoring.
- Worked closely with end users to solve problems related to hardware and software.
- Oversaw VPNs to deliver secure virtual network access to remote users.
- Used Active Directory to help with centralized resources and security administration.
- Installed and supported hardware and software for desktops, servers, and printers.
Agile Scrum Master
McGruder Solutions
<ul>
<li>Facilitated daily stand-ups to promote team communication and collaboration.</li>
<li>Coordinated sprint planning sessions to align team goals and deliverables.</li>
<li>Managed backlog refinement to prioritize tasks and enhance workflow efficiency.</li>
<li>Supported cross-functional teams in adopting Agile methodologies effectively.</li>
<li>Worked with agile tools and frameworks, such as Jira and Confluence.</li>
<li>Provided timely updates on project status and deliverables ensuring all relevant parties are kept informed at all times.</li>
<li>Assisted product owners in developing user stories and acceptance criteria for upcoming sprints.</li>
<li>Negotiated to secure favorable quotes and contracts for supplies.</li>
<li>Provided guidance on Agile Scrum principles, best practices and processes to ensure successful delivery of projects.</li>
</ul>
08.2023 - 02.2024
- Facilitated daily stand-ups to promote team communication and collaboration.
- Coordinated sprint planning sessions to align team goals and deliverables.
- Managed backlog refinement to prioritize tasks and enhance workflow efficiency.
- Supported cross-functional teams in adopting Agile methodologies effectively.
- Worked with agile tools and frameworks, such as Jira and Confluence.
- Provided timely updates on project status and deliverables ensuring all relevant parties are kept informed at all times.
- Assisted product owners in developing user stories and acceptance criteria for upcoming sprints.
- Negotiated to secure favorable quotes and contracts for supplies.
- Provided guidance on Agile Scrum principles, best practices and processes to ensure successful delivery of projects.
Cybersecurity Engineer
Coro Cybersecurity
<ul>
<li>Monitored network traffic for potential vulnerabilities and incidents.</li>
<li>Safeguarded data through installation of firewalls and data encryption programs.</li>
<li>Implemented software tools to assist in threat detection, prevention and analysis.</li>
<li>Performed system maintenance by handling security verifications of systems and processes.</li>
<li>Trained personnel on proper use of data encryption techniques.</li>
<li>Trained and mentored sales and marketing staff on Coro security software.</li>
<li>Trained business owners and IT personnel on Coro software, and implemented the tools in their respective work environments.</li>
<li>Presented SaaS product demonstrations, evaluated business needs during the sales cycle.</li>
</ul>
01.2022 - 08.2023
- Monitored network traffic for potential vulnerabilities and incidents.
- Safeguarded data through installation of firewalls and data encryption programs.
- Implemented software tools to assist in threat detection, prevention and analysis.
- Performed system maintenance by handling security verifications of systems and processes.
- Trained personnel on proper use of data encryption techniques.
- Trained and mentored sales and marketing staff on Coro security software.
- Trained business owners and IT personnel on Coro software, and implemented the tools in their respective work environments.
- Presented SaaS product demonstrations, evaluated business needs during the sales cycle.
Cybersecurity Engineer
Darktrace
Virginia
01.2021 - 12.2021
- Monitored network traffic for potential vulnerabilities and incidents.
- Conducted risk assessments to identify security gaps in infrastructure.
- Responded to security breaches, analyzing incidents for future prevention.
- Utilized advanced machine learning tools to enhance threat detection capabilities.
- Researched emerging threats using threat intelligence sources.
- Evaluated user access privileges according to company security protocols.
- Provided technical advice on security best practices and procedures.
- Reviewed system logs and monitored network traffic for suspicious activity.
- Ensured data privacy regulations are met through periodic auditing processes.
- Developed incident response plans to ensure compliance with industry standards.
- SaaS product demonstrations, evaluated customer needs, and managed the sales cycle.
- Collaborated cross-functionally to implement the Darktrace immune system, conducting risk assessments, conducting executive measures against breaches, and implementing security strategies.
- Served as a trusted advisor for clients, offering technical support, investigating security issues, and providing comprehensive activity reports and feedback to account managers.
IT Support
Solar Energy World
Laurel
06.2019 - 12.2020
- Interfaced with internal departments such as IT Support Services team to troubleshoot issues quickly and accurately.
- Worked closely with IT support staff to identify potential sources of errors or malfunctions within the EMR environment.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Responded promptly to emergency requests for IT support during critical business operations.
- Provided general IT support to staff members including troubleshooting technical issues.
- Provided ongoing support to new hires during their transition period.
Help Desk Support
Rochambeau French International School
Bethesda
03.2018 - 05.2019
- Installed new hardware and software, such as Windows, to meet system specifications and user needs, enabling high-performing IT systems.
- Upgraded hardware promptly to minimize service disruptions.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Backed up servers regularly to reduce data loss.
- Update equipment inventory records.
- Performed password resets and workstation management in Active Directory.
- Followed user guides and technical manuals to complete skilled repairs.
- Simplified and centralized live imaging techniques.
- Image customization according to user and department deployment needs.
- Provided tier 1 support to non-technical users, internal users, through desk-side support services.
- Supervised task, delegating work to staff to complete jobs within deadlines.
Education
B.S - Computer Networks & Cybersecurity
University of Maryland, UC
12.2020
Associate of Science - Science Technology
Howard Community College
12.2017
Skills
- Network troubleshooting
- Software installation
- Security protocols
- VPN management
- Active Directory
- Agile methodologies
- Data encryption
- Risk assessment
- Training and mentoring
- Remote desktop support
- Sales operations support
- Product support
- customer service
- creative
- adaptable
- coachable
- conflict resolution
- Workstation setup: desktops, laptops, and monitors (Lenovo Thinkpad, HP, Dell)
- software applications: MS Office suite, 2007, 2010, 2013, and 2016
- operating systems, Windows 7, windows 8, windows 10
- Mac support iOS
- Data entry, escalations, and documentation on the ticketing system, support (email, phone, and in person)
Websites
Accomplishments
- MVP Cyber Engineer (Q2,Q3) 2022
Certification
- Certified ScrumMaster®
References
References available upon request.
Timeline
Desktop Support
KST Data Inc
03.2024 - 05.2025
Agile Scrum Master
McGruder Solutions
08.2023 - 02.2024
Cybersecurity Engineer
Coro Cybersecurity
01.2022 - 08.2023
Cybersecurity Engineer
Darktrace
01.2021 - 12.2021
IT Support
Solar Energy World
06.2019 - 12.2020
Help Desk Support
Rochambeau French International School
03.2018 - 05.2019
B.S - Computer Networks & Cybersecurity
University of Maryland, UC
Associate of Science - Science Technology
Howard Community College
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