Melissa Hale

IT Service Desk Technician | Cybersecurity Professional

LinkedIn

PO Box 24272, Federal Way, US

About

Highly certified and results-driven IT professional with over nine years of experience providing comprehensive technical support and strategic IT solutions to over 500 clients. Expert in troubleshooting complex systems, enhancing operational efficiency, and ensuring robust IT communication and resilience. Possessing a strong foundation in cybersecurity and network management, including CompTIA A+, Network+, Security+, and ITIL certifications, I am seeking to leverage my proven problem-solving and system administration skills to excel as an Information Communications & Technology Service Desk Technician.

Work Experience

CEO/Business Owner

All Hale Captioning, LLC

Oct 2015 - Jun 2024

Federal Way, WA, US

As CEO/Business Owner, led All Hale Captioning, LLC, providing comprehensive technical support and strategic IT solutions to over 500 clients, ensuring efficient and secure IT communication and operational continuity.

  • Provided technical support and troubleshooting for over 500 clients, ensuring efficient and secure IT communication and rapid resolution of complex issues.
  • Implemented over 50 software applications to meet diverse client VPN, software, modem, hardware, and security needs, enhancing operational capabilities.
  • Delivered remote technical support, significantly reducing client downtime and enhancing system performance through proactive solutions and best practices.
  • Ensured continuity of service by developing and implementing robust disaster recovery plans, maintaining up-to-date documentation, and utilizing incident support tracking.
  • Administered all company IT assets, including computers, printers, VoIP systems, mobile devices, and applications, optimizing system performance and reliability.

Education

Cyber Security and Information Assurance

Western Governor's University

Jan 2021 - Aug 2024

Salt Lake City, UT, US

Courses

  • Microsoft Suite (MS) Windows Server and Workstation Operating Systems
  • Active Directory, Group Policy, PowerShell, SSH/BASH and MS SQL
  • Hardware and software system setup, including integration, implementation and configuration
  • Capstone: Managed interconnected components for networking, OS, servers, architecture, and telecommunications in a business setting.
  • Certifications: LAN, WAN, IP, VPN and VLAN network protocols

Volunteer

Board Director

Fife School District

Jan 2023 - Jan 2025

Fife, WA, US

Served as a Board Director for Fife School District, contributing to strategic oversight and community engagement.

Certificates

CompTIA PenTest+

CompTIA

Jul 2024

LPI Linux Essentials

Linux Professional Institute (LPI)

Jun 2024

ITIL 4 Foundations

PeopleCert

May 2024

ISC2 SSCP

ISC2

May 2024

CompTIA Security+

CompTIA

Apr 2024

CompTIA Network+

CompTIA

Mar 2024

CompTIA A+

CompTIA

Jan 2024

Skills

Cybersecurity & Compliance

  • Cybersecurity
  • Security Solutions
  • Penetration Testing
  • Security Compliance (FTC)
  • Threat Mitigation
  • Data Backups
  • Security Audits

Business & Client Management

  • Customer Service
  • Client Relationship Management
  • Contract Negotiation
  • Vendor Management
  • Technical Documentation
  • Training & Development
  • Business Operations

Problem Solving & Communication

  • Critical Thinking
  • Complex Problem Solving
  • Technical Communication
  • Cross-functional Collaboration

IT Support & Operations

  • Technical Support
  • Troubleshooting
  • Remote Support
  • Incident Management
  • System Administration
  • Asset Management
  • Disaster Recovery
  • Business Continuity
  • Operational Efficiency
  • Service Desk Operations
  • Help Desk

Networking & Infrastructure

  • Network Management
  • LAN
  • WAN
  • VPN
  • VLAN
  • IP Protocols
  • VoIP Systems
  • Telecommunications
  • Hardware Configuration
  • Software Implementation
  • System Integration
  • Servers
  • Modems
  • Peripherals
  • Mobile Devices

Operating Systems & Databases

  • Microsoft Windows Server
  • Windows Workstation
  • Active Directory
  • Group Policy
  • PowerShell
  • SSH
  • BASH
  • MS SQL

Interests

Seattle Women in Cyber (WiCyS)

  • Cybersecurity
  • Professional Networking
  • Diversity in Tech

WGU Cybersecurity Club

  • Cybersecurity
  • Student Leadership
  • Technical Skills Development

ISC2 Member

  • Information Security
  • Certifications
  • Professional Standards

PeopleCert Essential Member

  • IT Service Management
  • ITIL
  • Professional Development