Monica Uraga, M.A.
Details
Global Affairs - International Crime and Justice
Florida International University
2021 : 2023
Interdisciplinary Studies
Global Cyber Security Policy
Florida International University
2020
Professional Certificate
Information Landscape and Impact on Security and Policy
Florida International University
2021
Barbara Goleman Senior High School
Lead Teacher Cybersecurity Magnet Program
2020 : 2022
Florida International University
Cybersecurity Apprenticeship Program Coordinator
Provide technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Perform security administration functions for user, data, and remote access. Serve as vital resource for Help Desk staff, overseeing daily support operations and providing assistance on complex trouble tickets. Cultivate and maintain relationships with IT vendors.
2019 : 2020
Interval International
Senior Field Support Analyst
As a selected In Store Guest Trainer, responsibilities include driving and facilitating trainings for over 300 employees within the Apple Retail Store environment. Additionally, this role relied on ones' ability to plan effectively, manage time effectively and have a strong ability to build rapport with others to inspire action aligning with vision and purpose. Beyond training, this role was responsible for establishing an understanding of company culture for new on-boarding team members. Also responsible for the successful launch new product categories in-store.
2013 : 2019
Apple
In Store Guest Trainer
As a Family Room Foundations facilitator, one embodies the true essence and purpose of the brand. This role resulted in training over 300 new technicians for all four stores within the South Florida Market. Additionally, this role also was responsible for training talent progressively from all stores.
2012 : 2019
Apple
Family Room Foundations Facilitator
Skills
Allyship, Analysis, Business Writing, CLI, Cloud Administration, Cloud Security, CompTIA, Computer Hardware Troubleshooting, Computer Networking, Cryptocurrency, Cryptography, Cultural Awareness, Cultural Sensitivity, Customer Service, Cybersecurity, Disaster Recovery, Display Technologies, Diversity & Inclusion, File Management, Interpersonal Communication, IT Management, IT Service Management, Leadership, Management, Microsoft Excel, Network Administration, Network Security, Operating System Administration, Physical Security, Product Management, Proficient knowledge in working with Mac, Windows, Linux, Android and iOS based , Retail, Sales, Secure Coding, Security Policy, social media, Social Media Marketing, Social Media Measurement, Social Media Outreach, Software Development Security, Software Troubleshooting, Strategy, System Administration, Team Leadership, Threat & Vulnerability Management, Threat Detection, Windows System Administration
About
Results-driven professional offering a progressive, thirteen-year career in information technology.
Repeated success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on-budget delivery.
Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent a recurrence.
Process improvement champion with a history of implementing new procedures and technologies to strengthen internal customer service, enhance operational efficiency, and control costs.
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