Arizona State University

Information Services Engineer at Willis Towers Watson

Document, respond, dispatch, and triage problem and resolution details in the ticketing system in a timely manner following each interaction with clients.

Maintain, support, and troubleshoot various hardware and software.

Provide end-user account administration services (add/change/remove) through various applications that are mission critical. Including Active Directory and Exchange.

Investigate and troubleshoot networking - related issues for personal offices.

Facilitate the transportation and reception of equipment with the facilities teams regarding end users.

Research and contribute to various IT projects including: documenting technical procedures for the IT team, tracking and documenting hardware devices, and reimaging devices.

Willis Towers Watson

Information Support Engineer

Documented, responded, dispatched, and triaged problem and resolution details in the ticketing system in a timely manner following each interaction with clients.

Maintained, supported, and troubleshooted remote virtual environment (VMware Horizon Client), and physical laptops and PCs.

Provided end-user account administration services (add/change/remove) through various applications that are mission critical. Including Active Directory, Office 365, and security related applications.

Investigated and troubleshooted networking - related issues for professional and personal offices.
Conducted employee onboarding training for internal users on various applications. Lead a company-wide training to utilize Microsoft Teams to its fullest extent.

Researched and contributed to various IT projects including: ways to reduce costs for the IT department and company, track and document software licenses, and simplify technical procedures for the IT department.

Repaired and pushed software to current and new devices. Replaced damaged equipment, and tracked sent and returned equipment in asset tracking documents.

PARKSIDE LENDING LLC

Support Analyst

Responding, prioritizing, and providing resolution of service requests through various communication systems for multiple clients.

Recorded the process/resolution through a ticketing system, or escalated them to the correct resolution team.

Investigated and troubleshooted networking - related issues for professional and personal offices
Maintained, organized, and troubleshooted various networking devices (servers, switches, routers), and components (DNS/IP).

Provided end-user account administration services (add/change/remove) through various applications that are mission critical. Including Active Directory, Office 365, and security related applications.

Repaired and pushed software to current and new devices, setup and repair hardware, and re-imaged laptops.

Documented, dispatched, and triaged problem and resolution details in the ticketing system in a timely manner following each interaction with clients.

American Technology Specialists

Support Desktop Technician

Responded, prioritized, and provided resolution of service requests through various communication systems for 41,000 government workers - and recorded the process/resolution through a ticketing system, or routed them to the correct resolution team.

Collaborated with Tier 2 IT Support to create user profiles and security groups in Active Directory, setup and repair hardware, re-imaged laptops, and pushed software to current and new devices.

Worked on encryption as Tier 2 support by adding user accounts onto devices, and removing and backing up devices through the web console.

Provided end-user account administration services (add/change/remove) through -10 applications that are mission critical.

Conducted monthly drills to test software and hardware to ensure compatibility and functionality during normal hours and emergencies.

Inserso Corporation

Service Desk Analyst

Redesigned and implemented the agency’s social media policy to utilize social media for both emergencies and non-emergency communication.

Restructured and modified the essential functions for the city of Phoenix to make emergency management documents more aligned toward a city’s needs.

Represented the agency at a variety of events, and provided the public with resources and information to build a relationship between the agency and the public.

Engaged in emergency management exercises to assist the city in being prepared for large-scale crises.

Acted as an ambassador for the city of Phoenix and the city's Office of Homeland Security and Emergency Management to share ideas and tactics with international partners to build and strengthen relationships between cities and countries.

City of Phoenix

Intern

·         Researched and contributed extensive data gathering about supplies, transportation arrangements and customs.
·         Investigated and implemented techniques to reduce logistical costs.
·         Engaged with international partners to analyze requirements and necessary resources to implement logistical details.
·         Coordinated and communicated with different consuls and consulate facilities in Phoenix in order to establish relations as well as acquire information about business requirements and regulations.
·         Coordinate and communicate with different consuls and consulate facilities in Phoenix in order to establish relations as well as acquire information about business requirements and regulations.

Sierra 4 Logistics

Business Logisitcs Coordinator - Intern

·         Coordinating with various city and county emergency management and/or public health agencies to develop a regional All Hazard plan ensuring all agencies and programs are integrated in planning efforts.
·         Providing training for regional and local staff on All Hazards and Strategic National Stockpile planning methodologies and issues.
·         Advising local elected officials and emergency management partners on the health region’s public health preparedness responsibilities and capabilities and recommend appropriate action plans.
·         Serving as an initial first responder for the agency within the regional incident management structure in the event of a natural or man-made disaster.
·         Collaborating with the Regional SNS Coordinator and Regional Planner, to assist in the development and execution of various levels of emergency response exercises.

Texas Department of State Health Services

Regional Emergency Manager Coordinator

·         Maintain awareness of current events and stayed engaged with world events to provide clients with up-to-date information to help them avoid any immediate dangers.
·         Track and report clients’ movements to assist them whenever they need assistance.
·         Conduct extensive data gathering and comprehensive research daily as needed, while using a wide variety of resources and tools.
·         Research/contribute and convey safety alerts, analytical reports, and event-driven briefs.
·         Monitor social media accounts and report any updates based on security/intelligence needs.

TAM-C Solutions

Intelligence Analyst

•         Redesigned the state’s Emergency Action Plan, Occupant Emergency Plan, and Continuity of Operations Plan to allow the BLM to continue to function, if an incident forces all operations offline.
•         Determined how an emergency system should work and how changes in conditions, operations, and the environment will affect outcomes.
•         Identified complex emergency management and safety related problems and review related information to develop and evaluate options and implement solutions.
•         Lead emergency drills and protocols to safely and effectively ensure all employees are safe and know emergency related procedures.

Bureau of Land Management

Emergency Manager Intern

•         Visited and observed high profile and secure locations and the security measures used to neutralize terrorists.
•        Engaged with local populations to understand how their lives have been affected by daily threats from terrorist attacks.
•         Researched characteristics terrorists show when they are planning to attack, and how to recognize them quickly.
•        Visited high risk areas between different populations and learned how one’s actions can create turmoil.
•        Demonstrated knowledge and skills and information gained by answering, engaging, and participating in various activities.
• Trained in the security preparations Israel has developed to deal with terror related threats and risks
• Acquired knowledge from counter-terror and security experts in planning and responding to a weapons of mass destruction (WMD) attack, suicide bombers, and other threats to both the public and private sector in Israel.
• Conducted a risk assessment for an airline traveling from the U.S. to Kabul, Afghanistan. Collaborated with other students to identify the level of threats, vulnerabilities, and impact a number of potential threats would pose for the airline.

Counterterrorism: ASU Study Abroad in Israel

•        Maintained awareness of current events and stayed engaged with world events, to be documented for professional, executive level, country information reports.
•        Developed and updated reports for clients, covering a wide range of threats.
•         Analyzed and recommended means to reduce security threats.
•         Conducted extensive data gathering and comprehensive research daily as needed, while using a wide variety of resources and tools.
•         Researched/contributed and conveyed safety alerts, analytical reports, and event-driven briefs.

MedAire

Intern-Security and Intelligence Analyst

- Maintained constant surveillance of patrons in the facility; acted immediately and appropriately to secure safety of patrons in the event of an emergency.
- Provided emergency care and treatment as required.
- Demonstrating professionalism through arriving earlier and staying later than other team members.
- Organized and completed miscellaneous duties such and checking the chemicals, engaging in practice drills, and assisting patrons with questions.

Lifeguard

•	Organized products in a way that was appealing toward consumers and helped maintained a continuous flow throughout the store.
•	Administered cash transactions during store hours and after store hours.
•	Communicated with guests to provide customer service.

Kyle Fisher