Technical Support Specialist

Essence Criswell

Pittsburgh, PA ***** ********@****.*** 412-***-**** Linkedin Profile

FIELD SUPPORT SPECIALIST TECHNICAL SUPPORT END-USER SUPPORT EDUCATION

Pace University, Seidenberg School of Computer Science and Information Systems New York, NY Master of Science (MS) in Cybersecurity GPA: 3.75 Duquesne University Pittsburgh, PA

Bachelor of Arts (BA) in International Relations Concentration: Security Studies GPA: 3.2 Study Abroad Opportunities:

Salamanca, Spain 2016: Studied Linguistics and Cross-cultural Communications. Dublin, Ireland 2017: Advanced studies in International Relations with a focus on diplomacy, gaining expertise in global politics, and international negotiations.

Rome, Italy 2018: Studied Art History, exploring classical and renaissance masterpieces, architectural landmarks, and their cultural significance. RELEVANT COURSEWORK

Ethical Hacking & Penetration Testing Network Security & Defense Business Continuity & Disaster Recovery Information Security Management Mobile Forensics & Investigation

TECHNICAL SKILLS

Operating Systema & Devices: Windows, Linux (Kali, Ubuntu), MacOS, Tablet & Laptop Repair, Visual Learning Devices Technical Support & Troubleshooting: Network Traffic Analysis, Firewall & VPN Configuration, Desktop and Peripherals Repair Ticketing Systems: Experience with managing tickets in technology systems to troubleshoot, resolve, and escalate issues Imaging and Deployment: Experience with deploying OS images, software applications, and patches, including troubleshooting related issues

Security Tools: Wireshark, Nmap, Metasploit, Snort, VirusTotal Cloud & Cybersecurity Standards: Zero Trust Architecture, OWASP Top 10, ISO 27001, NIST 800-53, AWS Security, Google Cloud Security Communication & Coordination: Vendor Coordination, Client Support, and Collaboration for Software & Hardware Solutions PROFESSIONAL EXPERIENCE

Duquesne University Rome, Italy

Global Resident Coordinator (Italy & Ghana) January 2020 – June 2023

• Supervised daily operations of international programs, managing staff and faculty to ensure efficiency and compliance while developing and implementing policies to enhance student safety, program quality, and adherence to international education standards.

• Reviewed risk assessments and created contingency plans to address health, safety, and security concerns for over 5,000+ students.

• Fostered strong relationships with faculty, program directors, and international partners to support collaborative program development.

• Led pre-departure orientations and re-entry workshops to prepare students for cross-cultural experiences and support their academic transitions.

• Served as a cultural facilitator, enhancing intercultural competence among students and staff through workshops and language support.

• Managed conflict resolution processes and provided mentorship to staff, promoting professional growth and team cohesion. Reed Smith International Law Firm Pittsburgh, PA

Billing Specialist Summer Intern May 2019 – July 2019

• Secured billing data for 500+ client accounts across China and California, by deploying role-based access controls and securing sensitive data.

• Collaborated with IT and legal teams to apply cyber fraud detection techniques and ensuring billing transaction security.

• Conducted network risk assessments to identify and mitigate potential cybersecurity threats. ACADEMIC PROJECTS / PERSONAL PROJECTS

Deployment of HoneyTrap with Docker. October 2024- Present

• Developed and deployed a HoneyTrap in Docker simulating SSH environments to capture and log unauthorized access attempts.

• Configured a single service SSH simulator to capture and analyze connection attempts, enhancing network security insights.

• Demonstrated ability to troubleshoot permissions and configuration issues, ensuring seamless integration and functionality. 2024 ISACA Cybersecurity Case Study Competition SolarWind Case Study Presentation February 2024 – April 2024

• Spearheaded research with a team of 5 to analyze and address complex cybersecurity challenges, focusing on cybercrime investigations, threat intelligence, and adversary tactics and patterns, driving actionable insights and strategic solutions.

• Addressed PAM, IAM, and IGA vulnerabilities in a complex organization, while applying zero trust principles and threat intelligence frameworks.

• Oversaw the development and delivery of a comprehensive case study solution, focusing on real-world cybersecurity threats, intelligence, and adversary trends.

Verizon Cloud Platform Micro-Internship, The Forage Certificate of Completion September 2023

• Assisted a team responsible for cloud architecture, infrastructure management, and deployment strategies, including resource provisioning and monitoring in a cloud environment.

• Conducted a comprehensive analysis of cloud services to optimize performance, scalability, and cost-efficiency.

• Learned to implement security best practices for cloud-based systems, emphasizing data integrity, compliance, and incident response.

• Simulated real-world scenarios to troubleshoot and resolve cloud infrastructure issues using industry-standard tools. SKILLS, CERTIFICATIONS, & QUALIFICATIONS

• Scholarship recipient for Women in Cybersecurity Conference of 2025

• Proficient in utilizing risk assessment tools and methodologies to identify, analyze, and mitigate security vulnerabilities, ensuring robust cybersecurity measures.

• Experienced in managing GitHub operations, including version control, repository management, and collaboration workflows to support secure and efficient development processes.

• In current pursuit of CySA+ certification.

• Proficient in speaking, reading, & writing Italian.

• Conversationalist in speaking, reading, and writing Spanish

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