Work Experience

Desktop Technician II

HealthPoint Community Health Center

Renton, Washington | January 2023 – Present

• Provided Level I and II technical support for over 300 end-users through phone, chat, email, and Cherwell ticketing system queues.

• Provided end-user support for applications including but not limited to Office 365, Microsoft Teams, OneDrive, BitLocker, NextGen EHR, Epic EHR, Liberty, Citrix Workspace, and SharePoint.

• Managed user accounts, group policies, permissions, and access controls following security policies using Intune, and Active Directory. 

• Monitored and supported Cherwell ticketing queue and helpdesk phone line, ensuring timely resolution of issues. And assisted with on-boarding and off-boarding of user accounts in Microsoft 365.

Desktop Technician II (Contract) 

Trick Dog Technology

Renton, Washington | August 2022 – January 2023

• Provided Level I and II technical support for over 300 end-users through phone, chat, email, and Cherwell ticketing system queues.

• Provided end-user support for applications including but not limited to Office 365, Microsoft Teams, OneDrive, BitLocker, NextGen EHR, Epic EHR, Liberty, Citrix Workspace, and SharePoint.

• Managed user accounts, group policies, permissions, and access controls following security policies using Intune, and Active Directory. 

• Monitored and supported Cherwell ticketing queue and helpdesk phone line, ensuring timely resolution of issues. And assisted with on-boarding and off-boarding of user accounts in Microsoft 365.

Sr. End-User Support Administrator (Contract) 

Brooksource

Renton, Washington | June 2022 – September 2022

• Reimaged operating systems, deployed workstations, and other peripherals, and communicated with vendors for software updates and upgrades.

• Managed and updated users and devices in the ServiceNow ticketing system as well as in Active Directory.

• Validated and ensured proper labeling of the end-user technology printing environment.

• Conducted tests, troubleshot, and reported on various hardware and software issues.

• Troubleshooted and provided technical support via phone, email, and remotely using System Center Configuration Manager (SCCM).

Process Order Associate

ConAgra Brands

Kent, Washington | April 2018 – June 2022

• Manage CPS activities for line operations, focusing on Pillars (Asset Management & Deployment, Financial Improvement, Zero Loss Analysis), leveraging SQL database expertise.

• Provide SQL database support for SAP and Inventory Control system improvements. Support LEDS program with SQL training, performance monitoring, report generation, and cross-departmental SQL database troubleshooting.

• Ensure accurate downtime reporting in LEDS. Administer SAP logon credentials, including password resets and account management in compliance with IT security standards.

M&E Coordinator

Improving Economy for Stronger Community (IESC)

Kabul, Afghanistan | June 2013 – November 2016

• Created and implemented a time plan for ongoing project monitoring and partner evaluations.

• Completed registration forms and assisted with surveys, ensuring data accuracy in TAMIS and Excel.

• Entered registration forms into TAMIS and survey data into spreadsheets and participated in evaluations.

• Conducted field visits, verified data via phone calls, and trained staff on TAMIS and M&E concepts as needed.

M&E Assistant

Development Alternative Inc. (DAI)

Jalalabad, Afghanistan |August 2010– November 2011

• Develop and maintain monitoring and evaluation procedures, including project schedules.

• Create and implement a time plan for ongoing project monitoring and partner evaluations.

• Enter registration forms and survey data into TAMIS and Excel, ensuring accuracy.

• Support survey activities, assist with registration forms, organize files, and conduct field visits as directed.

M&E and Database Assistant

The World Bank HLP Project

Kabul, Afghanistan | August 2008 – July 2010

• Entered Monthly and Quarterly Activity Monitoring Data into the M&E Database.

• Maintain office documents and files (hard and soft copies) according to the M&E filing system under M&E Specialist guidance.

• Coordinate filing and storage of data forms, ensuring accuracy in database entries, and assisting MIS Team with database management tasks.

• Extracted and verified data from the HLP-M&E Database for use in MS Office programs; coordinate with field staff to prevent duplicate entries.

Association Accountant

Development Alternative Inc. (DAI)

Kent, Washington | March 2007 – July 2008

• Develop work plans and budget sheets.

• Organize board meetings, prepare materials, record minutes, and manage meeting issues.

• Maintain updated files and records (both electronic and hard copies)

• Prepare and distribute quarterly newsletters.

Education

BAS – Cybersecurity and Digital Forensics | Highline College | Des Moines, Washington, USA  | April 2020 – June 2024

AAS – Network Security Engineer | Highline College | Des Moines, Washington, USA | September 2018 – March 2022

AAS – Bio-Medical Technologist | Scientific Medical Institute | Jalalabad, AFG | Jun 2011 – Jun 2013

Technical Skills

Network Security | Cybersecurity | Security Operation Center (SOC) | Security Information and Event Management (SIEM) | Incident Response | Digital Forensics | Troubleshooting | Epic User Support | Network Monitoring | Active Directory | Group Policy | Windows Server | Office 365 | Okta | Imprivata | Azure | Intune | Windows, MacOS, Linux Operating Systems | Basic PowerShell Scripting | Service-Now, Mantis BT, and Cherwell Ticketing System.

Professional Skills

Problem Solving | Data Analytics | Reporting and Documentation | Monitoring and Evaluation | Customer Service | Project Collaboration | Asset and Inventory Management | Attention to Details | Communication | Presentations | IT Projects Management

Certifications

Microsoft Certified System Engineer (MCSE) | CompTIA ITF+ | CompTIA A+ | CompTIA Security-X Beta | ISC2 Candidate | Google IT Support Certificate | AWS Cloud Security Foundation | PISCES Analyst Professional | DARK Trace Professional