Technical Support Engineer

Supported B2B customers remotely through Remote Desktop and in person, resolving PC and system issues. Triaged incoming requests, reproduced device faults, and determined whether issues could be resolved directly or required escalation.

Monitored system health across bus fleets in a NOC environment, handled alerts, and diagnosed faults proactively. Configured and tested cameras, NVR/DVR systems, and network equipment running Embedded Linux, including firmware updates. Managed user accounts, roles, permissions, and software license renewals while coordinating support activity and tracking incidents through resolution.

Worked remotely on a part-time basis with business clients to perform vulnerability assessments using OpenVAS and OWASP ZAP. Produced clear findings reports that communicated security issues and recommendations.

Monitored server and service availability and reviewed SSL/TLS certificate status. Participated in client meetings alongside the company manager to support communication and security-related discussions.

Provided first-line IT support to municipal employees for Windows PCs, printers, and peripheral devices. Diagnosed hardware and software problems and assisted users with day-to-day technical issues.

Built practical experience in end-user support, issue diagnosis, and communicating solutions clearly to non-technical users.

In progress.

Completed a 600-hour employer-sponsored cybersecurity program.

Completed a 120-hour web programming course.

Completed all coursework and final project; external exam was not taken.