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About
I am an IT Support Specialist with over 7 years of experience in system administration, technical support, and cybersecurity. I currently work at ABM Industries, where I resolve hardware, software, and network issues, manage ticketing systems with a 95% resolution rate, and train end-users on IT policies and security best practices.
Previously, I worked as an IT Support Analyst at Queen's University, where I supported students and staff with Microsoft 365, Active Directory, VPN (FortiClient), MFA, and compromised account monitoring. I also provided remote support using Bomgar and assisted with exam proctoring tools like Examity and Proctortrack.
My experience includes cybersecurity incident response, vulnerability assessments, and root cause analysis using NIST frameworks and Fishbone Diagrams. I have worked with Microsoft Endpoint Configuration Manager (MECM), ServiceNow, and Salesforce ticketing systems.
I hold a Master's degree in Information Systems from Federation University Australia and am currently completing a Master's in Public Management & Leadership at Leiden University. My certifications include DevOps on AWS, Microsoft Teams, Cybersecurity (cryptography, blockchain, AI security, ZKP) , and Help Desk Support.
I thrive in fast-paced environments, enjoy solving complex technical problems, and am committed to delivering excellent customer service while protecting digital assets.
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