Cyber Security Desktop Support
Resume:
Kelly E. Fanzone
Education
Georgia Northwestern Technical College
Associate of Applied Science in Cyber Security
Associate of Applied Science in Networking
Diploma in Cyber Security
Diploma in Cyber Forensics
Western Governors University
2024-Present (Expected Graduation: May 2025)
Bachelor of Business Administration in Cloud Infrastructure
Certifications
CompTIA A+ Tech Prep
Cyber Security Fundamentals
Cisco Networking Specialist
PC Repair and Network Technician
Computer Forensics and Security Specialist
HTML
Summary
Detail-oriented and highly motivated professional with degrees in Networking and Cyber Security, and experience as a Level 2 Desktop Specialist. Seeking a position in the IT industry to leverage my extensive knowledge and skills in end-user support, network management, and cyber security. Committed to ensuring secure access to networks and resources while protecting PHI and PPI, and educating end-users on secure practices and policies.
Key Skills
OSF Forensics
Linux Systems (Virtual and Physical)
ServiceNow and Other Ticketing Systems
Microsoft Windows 10, 11, and Server Products
PC Repair and Troubleshooting
Cisco Network Systems
Professional Experience
Atrium Health Systems
December 2021 – September 2022
Title: Desktop Support/On Call Analyst
Provided desktop support during major domain migration.
Troubleshot and managed EPIC go-live rollout.
Managed major end-user software and domain migration.
Oversaw shared file cutovers for domain migration and software implementations.
Utilized Bomgar remote access software for troubleshooting.
Managed field technicians and hands-on maintenance using ServiceNow.
Administered Citrix Receiver and applications for end-user proficiency.
Implemented device security hardening.
Trained end-users on secure practices for emails and mobile devices.
Managed AD and ADUC accounts and onboarding.
Implemented secure network practices.
Managed Cisco Finesse and Unity phone and messaging systems.
Ensured HIPAA compliance for confidentiality of protected health information.
Maintained excellent customer service relations with doctors, nurses, and VIPs.
Troubleshot Synapse and PACS imaging software.
Implemented Print Logic and EPIC software systems.
Installed desktop software using BigFix.
Proficient in Microsoft Office 365.
Demonstrated efficient typing and communication skills.
Answernet.com
October 2022 – December 2022
Title: Level 2 Desktop Support/On Call Analyst
Provided remote desktop support for multiple companies.
Troubleshot various platforms and ticketing systems.
Supported and troubleshot Google Workspace products (Google Meet, Gmail, Google Sheets, and Documents).
Managed user and admin roles on Microsoft platforms (Microsoft 365 Admin, Microsoft Azure Active Directory, Microsoft Outlook).
Blue Cross Blue Shield of Tennessee
January 2023 – Present
Title: Level 2 Desktop Support/On Call Analyst
Managed incidents using CASDM and ServiceNow ticketing systems.
Assisted in the migration to ServiceNow.
Facilitated the migration to Windows 11 on virtual and physical machines, including thin clients and macOS devices.
Handled break-fix and EOL asset management and replacement.
Participated in daily stand-ups and all-hands team meetings.
Rotated in the on-site end-user experience area.
Maintained procedures and protocols for PHI, PPI, and cyber security.
Adhered to corporate behavior and dress standards.
Communicated IT department needs, goals, and expectations to ensure end-user functionality.
Submitted tickets to other departments on behalf of end-users.
Imaged laptops and thin clients, maintaining knowledge of current deployments.
Used dual accounts to gain admin access for resolving issues and incidents.
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