Technical Support Cloud Security

Latoya Maben

720-***-**** ***********@*****.***

SUMMARY

Experienced IT professional with over 12 years of experience in IT technical support, system administration, and cybersecurity. Skilled in server management, virtualization, cloud security, and troubleshooting LAN/WAN environments. Proven ability to support end-users, ensure compliance with security standards and manage virtualized environments with tools such as Hyper-V, VMware, and other cloud platforms such as AWS and Azure. Currently completing a B.S. in Cloud Computing, with anticipated graduation in May 2025. Committed to expanding cloud and security knowledge, with additional certifications.

CORE SKILLS & CERTIFICATIONS

•Experience with Government Contracts: Familiar with government contracts and supporting DoD and federal agencies. Prior Military Experience.

•Certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Cloud+, ITIL, Microsoft AZ-900, Microsoft AZ-400 (DevOps), AWS Certified Cloud Practitioner, Linux Essentials, MCP, MS-102, Scaled Agile Practitioner

•Cloud Security & Virtualization Tools: AWS Inspector, AWS Security Hub, AWS EC2, ServiceNow, JIRA, GitHub, SonarQube, Nessus, New Relic, Splunk, Hyper-V, VMware

•Security & Compliance: Vulnerability Management, ATO Approvals, HIPAA, PCI DSS, NIST, FISMA, Security Clearance

•Networking: Cisco routers & switches, VPN, LAN/WAN troubleshooting, wireless networks, firewall management (Fortinet, Ubiquiti, Meraki)

•Operating Systems: Windows Server 2008/2012/2016, Active Directory, Exchange Server, Office

365, macOS, OS upgrades, and systems migration projects

•Virtualization & Cloud Experience: Experience with virtualization tools (Hyper-V, VMware) and cloud platforms (AWS, Azure), including management of virtualized environments and cloudbased security tools

•Soft Skills: Supervisory Leadership, Project Lead, Technical Trainer, Vendor Relationships, Budgeting, Inventory and Asset Management, Excellent Customer Service Skills

•PreSales Experience: Door to Door Sales, Appointment Setting, Event Setups and Product Demos, Salesforce Experience

•In Progress: B.S. in Cloud Computing (Anticipated Graduation May 2025)

PROFESSIONAL EXPERIENCE: Cybersecurity Analyst, System Administrator, Help Desk Analyst, IT Supervisor

SAIC Current Role

•Service Desk Analyst

oAdministrate and Manage DOD Classified and Unclassified AD Accounts.

oProvision Accounts for Microsoft O365 users

oIssue Token cards for Classified Network, manage pin resets for CAC users and Token users

oDOD mobile device provisioning

oFront Desk first call resolution, intake, and problem guidance

oTicket Triage, Queue management, phone and email support

oVDI Support, VMWare, CSFC, and standalone Class and Unclass support

oInventory management, Shift closer

TISTA Science and Technology Corporation 05/2020 – 01/2024

• Cybersecurity Analyst

oSupported ATIMS and CMS systems for government contracts, ensuring compliance with PCI, NIST, FISMA standards, and securing sensitive data.

oManaged vulnerability assessments, collaborated with DevOps teams, and implemented security fixes in preparation for audits and penetration tests.

oProactively tracked security tasks and participated in team sprints. o Researched emerging security threats and shared insights to mitigate risks.

oTools: ServiceNow, GitHub, AWS Security Tools, SonarQube, Nessus, New Relic, Splunk, JIRA, Confluence

• Helpdesk Analyst - Software Support

oProvided responsive support for the Department of Veteran’s Affairs, troubleshooting and resolving software-related issues for end-users.

oWorked closely with development teams to resolve software bugs and improve system functionality.

Technology Supervisor

RMSER Information 04/2018 – 05/2020

•Oversaw the technology infrastructure for 40 locations across Colorado, managing asset inventories, systems administration, and network support.

•Supervised helpdesk operations, technology budgets, and vendor relationships, ensuring smooth IT operations across multiple sites.

•Managed Active Directory, Google Apps, O365, and CCTV infrastructure, while playing a key role in decision-making processes with management.

Service Desk Analyst

Lockheed Martin via Superior Group 03/2018 – 02/2019

•Delivered helpdesk support for U.S. Department of Defense programs, ensuring compliance and maintaining SLAs.

•Utilized ServiceNow for ticket management and resolution of technical issues across various platforms.

Network Field Specialist

Tech in Motion 07/2017 – 03/2018

•Managed user accounts and group policies via Active Directory, ensuring secure access across multiple locations.

•Traveled domestically to install and configure network devices including routers, firewalls, WAPs, and more, ensuring optimal system performance.

•Provided remote support for servers, mobile devices, VPNs, and other endpoints.

Field Services Engineer Decision One Corporation 04/2016 – 07/2017

•Supported federal agencies (DoD, IRS) with desktop support, hardware repair, and system migrations.

•Performed break/fix operations and managed hardware maintenance for network devices, printers, and specialized equipment.

•Independently managed tasks and ticket queues while working remotely.

EDUCATION Western Governors University

B.S. in Cloud Computing (Anticipated Graduation May 2025)

QuickStart

Cybersecurity Bootcamp (Completed 2024)

Course Careers

Technology Sales (Completed 2023)

Southwest TN Community College

Technical Diplomas: Electronics/Electrical Fundamentals, Computer Fundamentals

Vaterrott College

Vocational Degree: Electrical Mechanics

ADDITIONAL CERTIFICATIONS (Upon Graduation)

•AWS Certified Solutions Architect

•Microsoft Azure Administrator

•Microsoft Azure Data Engineer

•Microsoft Azure Developer

•VMware Certified Professional

TECHNICAL TOOLS & SOFTWARE

•AWS, Confluence, Connectwise, ManageEngine, SolarWinds JIRA, Remedy, ServiceNow, GitHub, New Relic, Splunk

•Windows Server, Active Directory, Exchange Server

•Hyper-V, VMware, Fortinet, Ubiquiti, Cisco

•And more

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