VICTORIA CANTALICE
Washington,
Summary
Security+ certified, AI-forward IT professional with a strong customer service background and experience supporting global enterprise customers. Skilled in troubleshooting, technical documentation, and communication. A dedicated problem-solver and continuous learner, eager to apply and enhance cybersecurity knowledge and deliver value through effective analysis and high-quality support in secure, modern IT environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Multilingual Helpdesk Technician
Stefanini Group
02.2024 - Current
- Provide global enterprise IT support services to Louis Vuitton Moët Hennessy (LVMH) employees in English, Portuguese, and Spanish, operating within ServiceNow ITSM.
- Restore in-store business operations during network outages by resolving issues with Cisco routers and access points via Meraki platform.
- Increased average daily ticket resolution volume by 30% over a 6-month period through PowerShell automation, self-directed learning, and continuous improvement of research and analysis techniques.
- Quickly gained trust from leadership and colleagues to become the lead escalation point for complex issues.
- Analyze historical ticket data using LLMs to create and improve Knowledge Base articles to detect common failures, highlight bottlenecks and accelerate future remediation cycles.
- Resolve issues within SLAs across various platforms including Windows 10/11, macOS, Citrix, Zscaler, VPN, and custom business applications.
- Manage user accounts in Active Directory, Salesforce, and business SaaS solutions.
- Administer Mobile Device Management tools including Workspace ONE, Ivanti, Okta, and Airwatch.
- Troubleshoot hardware and software issues on HP and Dell products including laptops, desktops, routers, printers.
Barista
La Colombe Coffee Roasters
01.2023 - 02.2024
- Maintained consistent product quality and met recipe standards.
- Collaborated with leadership and the technical department on quality control.
- Delivered exceptional customer service, addressing diverse needs and fostering strong interpersonal skills.
- Resolved customer concerns professionally and tactfully.
IT Intern
Arrow Team
09.2022 - 10.2023
- Installed and configured VMware ESXi and vCenter on Dell R730 host servers.
- Managed vCenter Virtual Machines and configured network file shares.
- Assisted senior engineers with server patching and reboots using PowerShell, Active Directory, Group Policy, and SCCM.
- Trained on AWS (EC2 management, VPC networking) and hardware configuration (cabling, subnetting, NICs).
- Re-imaged and sanitized malware-infected devices following a ransomware attack, ensuring workstation functionality.
Barista
Vigilante Coffee Company
10.2022 - 01.2023
- Contributed to a guest-first culture.
- Provided customer support via phone.
- Ensured smooth operations during peak hours through teamwork.
- Adhered to health and safety regulations for food and beverage handling.
Barista
Starbucks
03.2018 - 10.2022
- Adapted to and utilized current technology needs.
- Built lasting customer relationships and achieved high satisfaction standards.
- Monitored inventory to prevent shortages and waste.
- Operated and maintained coffee machines, grinders, and brewing equipment.
Education
Economics
University of Maryland
05.2022
English and Literature
Montgomery College
05.2020
Skills
- Active Directory
- Amazon Web Services (AWS)
- Cloud Security
- Hybrid Networking & VPNs
- Identity and Access Management
- Okta Administration
- Microsoft 365
- ServiceNow
- System Administration
- Technical Documentation
Certification
- CompTIA Security+
- CompTIA A+
Areas Of Interest And Development
- Linux Administration
- Cloud Security
- Security Operations Center (SOC) Analysis
- Vulnerability Assessment and Penetration Testing
- Incident Detection and Response
- Threat Intelligence and Threat Hunting
- Digital Forensic and Malware Analysis
- AI/LLM Security and Governance
Languages
- English
- Portuguese
- Spanish
Timeline
Multilingual Helpdesk Technician
Stefanini Group
02.2024 - Current
Barista
La Colombe Coffee Roasters
01.2023 - 02.2024
Barista
Vigilante Coffee Company
10.2022 - 01.2023
IT Intern
Arrow Team
09.2022 - 10.2023
Barista
Starbucks
03.2018 - 10.2022
Economics
University of Maryland
English and Literature
Montgomery College
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