Service Desk Analyst

Alysha Wargo

St. Clair Shores, MI 928-***-**** ********@*****.*** LinkedIn Cybersecurity Portfolio Cybersecurity professional with 6 years of experience in healthcare IT and recently completed Google Cybersecurity Professional certificate. Experienced in cybersecurity practices, risk identification, Python, Linux, and SQL with a focus on Splunk, Wireshark, tcpdump, and Suricata. Seeking a challenging role within an organization that values innovation, fosters collaboration, and offers opportunities for professional growth and advancement. PROFESSIONAL EXPERIENCE

Career Break • Career Break, Saint Clair Shores, MI 07/2020 - Present

● Completed Google Cybersecurity Professional Certificate, gaining advanced knowledge in security protocols and threat mitigation

● Successfully balanced personal obligations and development while completing professional development in cybersecurity and IT

Service Desk Analyst • Ascension Technologies, Troy, MI 12/2018 - 07/2020

● Optimized caller support for EPIC and Cerner Electronic Medical Record systems, as well as hardware and software troubleshooting enhancing user experience and satisfaction

● Streamlined EPIC support procedures by implementing standardized troubleshooting guides and improving escalation protocols, leading to faster issue resolution and a significant increase in customer satisfaction ratings

● Co-developed with the knowledge base team to create and refine articles, significantly improving first-call resolution rates for EPIC Electronic Medical Record inquiries

● Maintained accurate records of support interactions and resolutions in the ticketing system, facilitating knowledge sharing and providing valuable insights for future troubleshooting efforts

● Managed and prioritized incoming support requests via phone, email, and ticketing system, ensuring timely resolution of issues and minimizing downtime for end-users

Problem Manager • CareTech Solutions, Troy, MI 08/2015 - 11/2018 Service Desk Analyst • CareTech Solutions, Troy, MI 08/2014 - 08/2015

● Managed incoming IT support requests via phone, email, and ticketing system, and incidents, ensuring timely resolution and minimal disruption to operations

● Streamlined ticket routing processes, enhancing escalation to second-level support and adherence to SLAs for high-priority issues

● Led initiatives with the knowledge base team to develop comprehensive articles, boosting first-call resolutions

● Partnered with cross-functional teams to resolve complex technical issues, optimizing system performance and user productivity

● Developed and delivered targeted training to enhance analyst proficiency in call and ticket handling, particularly for EPIC Electronic Medical Record issues

● Assisted approximately 50-60 callers daily with support for EPIC Electronic Medical Record systems, delivering timely troubleshooting for hardware and software issues, resulting in enhanced user experience and satisfaction

● Recognized for outstanding performance and promoted to Problem Manager within one year EDUCATION, CERTIFICATES, & CERTIFICATIONS

Google Cybersecurity Professional Certificate • Merit America, Virtual 08/2024

● Cultivated holistic understanding of cybersecurity’s critical role in organizational security, privacy, and success, including how to systematically identify and mitigate risks, threats, and vulnerabilities

● Gained practical experience with Linux, SQL, Python and utilized SIEM tools, IDS, and network protocol analyzers for proactive threat management

● Applied knowledge to real-world scenarios, developing skills in proactive threat detection and response through completion of dynamic hands-on projects, including: conducting a simulated security audit, responding to a cyber incident, analyzing vulnerable systems, and completing an incident handler’s journal Danish A1 • Københavns Sprogcenter, Virtual 12/2021

● DanishA1 Certificate (CEFR) – Basic user with the ability to understand and use familiar everyday expressions and very basic phrases

RELEVANT SKILLS & EXPERTISE

Tools/Languages: Linux, Windows, Splunk, Wireshark, tcpdump, Suricata, OS X, ChatGPT, Python, SQL, Bash Security Practices: Information Security, Network Security, Vulnerability Assessment, Threat Analysis, Log Analysis, Security Frameworks and Controls, Healthcare Information Technology (HIT), HIPAA, OAUTH, ITIL Software Platforms: Google Workspace, Slack, Microsoft Active Directory, Citrix XenDesktop, EPIC EMR, GIMP, Google Suite, Microsoft Office, OBS Studio, Photoshop, Cerner EMR, SecureAuth MFA, DUO MFA Strengths: Problem-Solving, Collaboration, Attention to Detail, Calmness Under Pressure, Organized CYBERSECURITY PROJECTS & TRAINING

● TryHackMe Rooms: Utilized interactive, gamified virtual environment to enhance practical knowledge and hands-on skills, Top 1% THM - did 80% more than the average Merit America learner

● Linux Fundamentals (1, 2, & 3) and Linux Strength Training - Navigated directories and files, adjusted permissions, analyzed logs, explored common utilities

● Intro to Logs and Log Analysis - Identified log types, located logs, employed regular expressions (RegEx), and utilized command line and CyberChef for effective log analysis

● Wireshark Basics and Wireshark 101 - Gained proficiency in packet dissection, navigation, and filtering techniques; analyzed ARP, ICMP, TCP, DNS, HTTP, and HTTPS traffic for network troubleshooting and security analysis

● Windows Fundamentals (1, 2, & 3) and Windows Forensics (1 & 2) - Acquired fundamental understanding of Windows, including file systems, user account control (UAC), control panel, system configuration, security, firewall, registry, and FAT/NTFS file systems; developed skills in accessing hives, utilizing registry explorer, and recovering files

● Splunk Basics, Incident Handling with Splunk, and Splunk (2 & 3) - Developed skills in navigating Splunk; conducting incident handling using Splunk; participated in the Boss of the SOC investigation for security analysis

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