Technical Support Customer Service

ASHLEY FRU

Lanham, MD 301-***-**** *********@*****.*** · www.linkedin.com/in/ashleyfru/

PROFESSIONAL SUMMARY

Ambitious, determined, and proficient IT and cybersecurity professional with experience in technical support, vulnerability management, and system administration. Proven ability to troubleshoot and resolve technical issues efficiently, conduct detailed research, and deliver presentations to diverse audiences. Strong communicator with a track record of teamwork, leadership, and community engagement.

Core skills: Problem Solving · Technical Support · Vulnerability Analysis · Cybersecurity Tools · Communication · Teamwork · Customer Service · Troubleshooting · Java · Python · SQL · Virtualization · Linux · Office 365

EXPERIENCE

Student Technician Coppin State University, Baltimore, MD April 2021 – December 2023

Exercise independent judgment and initiative to solve technical problems with minimal supervision.

Provide help desk support to students, faculty, and staff by calling the IT Helpdesk or visiting the EagleTech Center.

Use Fischer International Identity Management System to unlock accounts and assist users with password resets.

Log all service calls into Ivanti Service Desk Ticketing System.

Assist Faculty with classroom technology as needed.

Promote and educate students about campus technology through classroom presentations and IT Events.

Participate in pilot groups to test system upgrades and provide feedback.

Troubleshoot minor technical problems with laptops and computers, as well as AV Equipment in the classrooms.

Assist with installing applications on laptops and cell phones.

Other duties as assigned by the Information Technology Division.

IT Computer Lab Assistant Coppin State University, Baltimore, MD August 2021 – December 2023

Provide customer service assistance to students, faculty, and staff.

Assist customers with Windows 10, Microsoft Office, TEAMS, Internet Explorer, and other academic applications such as Blackboard, Panopto, Turnitin, etc.

Perform routine checks of the equipment and computer stations to assure efficient lab operations.

Maintain a quiet, clean computer lab environment, manage the print station, and monitor supplies.

Troubleshooting and reporting hardware and software-related problems.

Adhere to and enforce computer lab rules.

Other duties as assigned by the Information Technology Division.

Cybersecurity Intern (DoD AEOP Summer Internship Program) Aberdeen Proving Ground, MD June 2024 – August 2024

Gained valuable experience working alongside a Cybersecurity Engineer.

Explored Threat Intelligence, System Configurations, Vulnerability Analysis, and Management, etc.

Utilized Oracle Linux OS, Virtualization Technologies/VMWare, Linux OS Security Configuration, Tenable Nessus, Defense Information Systems Agency best practices guides, and Security Technical Implementation Guides to conduct vulnerability scans.

Conducted System and Vulnerability Scans and assessed them for risks categorized ranging from Info, low, medium, high, and critical.

Wearables Intern (DoD HBCU/MI Summer Internship Program) APG, MD May 2023 – August 2023

Gained valuable confidence and work experience working side by side with DoD scientists and engineers in state-of-the-art research facilities.

Conducted research and created a PowerPoint poster presentation analyzing skin tone & battery decay on wearable technology.

Observed and implemented concepts from my coursework to perform advanced research that contributes to the world around me and helps refine my skills.

Obtained a secret clearance during internship.

EDUCATION & CERTIFICATIONS

Master of Science in Cybersecurity (GPA: 3.8), University of Maryland, Baltimore County January 2024 – May 21st, 2025

oAcademic Certification in Cybersecurity Operations.

oCompTIA Security+ Certification.

Relevant Coursework: Risk Analysis & Compliance, Enterprise Security, Cyber Law & Policy, Digital Forensics, Cyber Operations, PowerShell, Security of Distributed Systems.

Bachelor of Science in Computer Science (GPA: 3.2), Coppin State University · August 2019 – December 2023

Dean’s List: Spring 2022, Fall 2023

Relevant Coursework: Operating Systems, Database Systems, Web Development, Management Information Systems, Artificial Intelligence, Software Engineering, Object-Oriented Programming, Data Structures & Algorithms.

PROFESSIONAL DEVELOPMENT

Classwork Projects:

Created a ONE NATIONAL ASSESSMENT RISK REPORT of a company using the NY DFS NYCRR Part 500 risk framework standard. A qualitative and quantitative risk assessment was conducted that included a risk register, cost considerations, risk levels such as high, moderate, and low, to qualify the risks to then monitor, plan, and implement risk responses.

Delivered a demo presentation on how to utilize the Nessus Vulnerability Scanner.

Completed various technical labs across coursework to gain hands-on experience.

Developed a bank contingency plan that assesses risk and impact, and outlines measures to reduce or mitigate potential threats, disasters, and vulnerabilities to the organization’s business processes.

Developed a CSIRT and Incident Response Plan for an enterprise, outlining team roles and responsibilities, tools, reporting procedures, response steps, and post-incident activities.

Designed a disaster recovery plan focusing on protection and data security, incorporating four business processes for backup strategy, emergency response actions, and recovery planning using NIST's Contingency Planning Guide for Federal Information Systems.

Conducted a vulnerability analysis on a given CVE and authored a research paper and presentation on enhancing and integrating Zero Trust Architecture in IoT Devices.

Poster Presentations:

1.DISASTER RESPONSE OPTIMIZATION SYSTEM: This is a poster presentation for my school’s computer science department and an exit project for my undergrad program. After extensive research, three other students and I collaborated to optimize a disaster response system that can help emergency vehicles reduce response times to injuries, illnesses, and other emergencies in crowded cities like New York City. The code was written in Python using Jupyter Notebook.

oCoppin State University; May 2023; Baltimore, MD

2.SKIN TONE & BATTERY DECAY ANALYSIS ON WEARABLE DEVICES: During my internship with the Department of Defense, I partnered with a fellow intern to test and raise awareness about biases in wearable technologies that affect different skin tones, and to explore ways to improve battery life in wearables that can benefit soldiers in battle.

oDepartment of Defense; July 2023; Arlington, VA

3.ACAS VULNERABILITY SCAN: During my internship with the DoD as an AEOP intern, I worked with a skilled cyber engineer where I was introduced to Virtualization Technologies, Oracle Linux OS, Threat Intelligence, and much more utilizing DISA practices and STIG guides providing a poster presentation for DoD officials and other interns on how to perform a Vulnerability Scan.

oDepartment of Defense; August 2024; Aberdeen Proving Ground, MD

Contact this candidate