Technical Support Office Administration

Anne Marie DiGiando

440-***-**** mobile ************@*****.***

Warren, OH 44484 www.linkedin.com/in/annedigiando

Objective

To bring my IT experience and my Cybersecurity education together to provide an impact to Security.

Area of Expertise

Windows 7 10 11 Server 2012 2016 Knowledge Mgmts. & Documentation SLA Adherence

Microsoft Office & Exchange Interdepartmental Communication Service Desk - Service Now

Hardware Distribution & Lease Mgmt Process Improvement In-house & Remote user support

SCCM Change Mgmt Remote Home Office

Tier2 Technical Support Cross-team Collaboration Onboarding & Homeshoring

Active Directory – Azure - AWS Office Administration - 365 Multiple Operating Systems

TEAMS- Slack - Sametime AWS Mgmt Console - RDS SharePoint

Education

Cybersecurity Professional Certificate April 18, 2023

University of Las Vegas, NV – Cybersecurity Bootcamp

Coursework: Lessons and hands-on labs include networking, security, infrastructure, digital forensics & incident response with real world scenarios taught by instructors who are active professionals in their field.

Professional Experience

Ricoh USA, Inc

Administrator I, Production 2024- Present

First lint of support of production print applications, services and equipment

Working knowledge of Amazon (AWS) Web services, Azure and workspaces

Decision maker to escalate to upper support tier

Provides advice and training to end-users

Monitor NDS and Export folder for document movement

Support internal Dev Ops, Engineer teams

Responds or creates SEV1 incident reports

Maintain problem logs for process improvements

Demonstrate aptitude in process automation, technology and printing workflow

Playbook updating

Experience using and supporting Digitech PVC Scan-to-File Digital application suite

Technical Ops Support Specialist II -Service Delivery 2024 May-Sep

Supports Production Team with Onboarding.

Service Now Ticket platform, ITSC, RITM

AWS and Virtual Machine Support, batch monitoring of Automation Servers

Citrix, Login Management, SailPoint

Yubico, Yubikey, MFA. Authentication and Access Management

PCI. Compliance and Data Security

Escalation Tiers

User Account troubleshooting

A C & E Marketing & Printing, Lake Havasu City, AZ Edna Owen, President

Technical Support 2018-2024

Software Upgrades and Updates, Antivirus installs

Hardware configuration and dual monitor setup

Printer setup and troubleshooting

Integration and Data Management

Training staff and Knowledge Management

Email deliverability

RMM Remote Management and Monitoring

Zoom meetings, Social Media posts, and website client requests

Other duties as office dictated or office needs changed

Automatic Data Processing, Independence, OH

Tech & Apps Management Specialist II- Hardware Depot, Remote Home office 6 years 2010-2017

Edit, review and approve upwards to two hundred hardware request details per day.

Order hardware for upgrades, reconcile lifecycle using SQL Server queries

Report on BETA testing, resolve trouble log inquiries.

Coordinate & confirm home shore eligibility and residential deliveries.

File Server administration, patches, upgrades, Other company initiatives and projects

Chair daily conference calls, address workflow priorities and issues

Converse with HR, Depot Operators and other interdepartmental colleagues

Meet 99% SLA & increase end user productivity by keeping them available.

Resolve PC Express break-fixes within 4-hour turnaround time, maintain region specific prebuilds

Tech & Apps Management Specialist II- Regional LAN Support 2005-2010

LAN Administrator I 2000-2005 Computer Operator 1993-2000 Production Administrator, Senior & Group Leader 1988-1993

Additional Experience

Assistant Manager, Havasu Falls RV Resort & DJs RV Park, Lake Havasu City, AZ

Owner, Franchise for ShelfGenie of Desert Hills Lake Havasu City, AZ

IT Support Contractor, Havasu Regional Medical Center, Lake Havasu City, AZ Cisco WAP swap 150 units

Certifications

CompTIA Security+ Currently pursuing via Professor Messer and other open-source tools

Cybersecurity Classroom Studies & Other Skills

Linux, Oracle Virtual Box, VMware, WSUS, Sarbanes Oxley-SOX, Service Desk, Citrix, Sophos, PowerShell, Microsoft Office Professional, Zoom, Bomgar, VPN, RSA Token, Outlook, Visio

Skills: SIEM, OSI Model, Shares, Authentication & GPO, ACLs, Desktop, Laptop & Server Support, Disaster Recovery, Application Management, Patches, Communication & Documentation, Time Management, Adaptability, Security Awareness, CIA Triad, Password Management, VLAN, Device Management, Traffic Analysis, Memory & Log Analysis, Cyber Kill Chain, MITRE ATT&CK framework, DNS, TCP/IP, DHCP, Cisco Routers, Switches and Wireless Networks,

Tools: pfSense, Wireshark, Ubuntu, Kali, Debian, Forensic Took Kit, IDS/IPS, VirusTotal,

Cybersecurity Projects

DFIR University of Las Vegas, Las Vegas, NV April 2023

Forensic Investigation

Identify the beginning of the attack and ID the Malware activity using the SANS SIFT toolkit workstation, open-source toolset Flare VM and CAINE Linux Distro. Acquired the threat data to investigate the packet capture, Pcap file and extract it to research the threat, and how and why the attack started to begin with. Zeek analysis framework was also used along with filtering techniques to find backdoors and recommend corrective action. Lab helped to build skills towards threat intelligence and reverse engineering.

Network Security University of Las Vegas, Las Vegas, NV November 2022

Secure Your Network

Simulate an analyst role to implement and secure policies, problem solve and monitor traffic. Setup Kali, Ubuntu and Debian VM, utilized pfSense, used Apache Web Server to test connectivity and limit user remote access and block traffic. Organized tasks, configured services, customized roles and learned best practices.

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