Summary
Overview
Work History
Education
Skills
Projects
Timeline
Generic

Rachelle Yason

Calgary

Summary

Results-oriented support analyst skillful in managing high volumes of incidents and tasks. Dependable and reliable, ready to learn and grow with your company.

Overview

1
1
year of professional experience

Work History

Tech Support Analyst

PBS Systems
07.2023 - Current
  • Managed all customer concerns through a CRM ticketing system (Cornerstone). Ensuring that any internal and external requests was handled in a professional and timely manner.
  • Collaborated with different groups/departments to define technical requirements and develop solutions for complex problems.
  • Troubleshooted various devices - printers, wi-fi scanners, POS machines, servers, PCs and routers.
  • Deployed different types of software for each device. Corrected, modified and upgraded to improve their performance.
  • Verified Fortinet and pfSense router configurations - interfaces, policies, routes, VPN tunnels/Mobile Client Users. Securing device communication between the host machine and the server on/off-site.
  • Assisted users in importing data to third-party vendors by enabling the proper processes and configuring software integration between their product and the company's.
  • Analyzed the data on Dell servers for performance issues or defects, utilizing tools like server manager and iDRAC.
  • Trained new employees - Shadowing calls, created an online tech guide and lead online training sessions.
  • Exceeded the KPI targets set by management for closed tickets, calls and customer reviews.

Education

Diploma - Information Technology - Network Systems

Southern Alberta Institute of Technology
Calgary, AB
04.2023

Skills

  • Customer Service and Rapport
  • Project Coordination
  • Critical thinking
  • Documentation And Reporting
  • Adaptable and Flexible
  • Task Prioritization
  • Computer Networking
  • Friendly, Positive Attitude

Projects

Whitelisting project

PBS Systems


Skills Applied: Router configuration


Project length: 4 Months (Sept. 2023 - Dec.2023)


Description: 

A small group of my colleagues were assigned to this project, after management had announced that we were moving to a new building. We were required to add the subnets of the our new location to all the dealerships associated with the company. Ensuring that packets were being forwarded to the correct ports and that the proper rules were setup accordingly. I assisted in the organization of the team. For any dealership, that had a customer router, we had to follow-up every day for these changes and collaborate with on-site techs; configuring models of routers outside of Fortinet and pfSense. I, personally, was able to contribute in the configuration of 300+ routers for the company.


Capstone

SAIT: IT Networking Systems Program


Skills Applied: Site-to-site VPN, Routing (NAT, BGP,RIP), Virtual

simulation software, ModbusTCP/IP, Checkpoint Firewall, AWS

services, scripting.


Project length: 8 Months (Septmeber 2022 - April 2023)


Description: The was a creative project and our team's goal was to emulate an ICS and secure it. I was tasked to set-up the ICS devices to communicate to SCADAbr, OpenPLC software, allowing the team to accurately detect/record it's data. I also worked with Factory I/O

to create a backup solution in the case that our physical devices would have any connection issues. 


For the security phase of the project, I worked with Checkpoint's firewall (Gaia and SmartConsole) to configure the routing and firewall policies for our system. I also wrote up a proposal for a cloud solution to enhance our security design. I tested AWS VPNs, AWS IOT deployments/components with JSON/YAML scripts and Github repositories. Which allowed me to mimic live data and showcase MQTT communication from a IOT device to a monitoring system. I also worked with AWS Lambda functions and AWS S3 to document how we can convert and store the data of our sources. AWS IAM was also a necessity for all these services to function properly, which gave me the experience to create and set user/group/apps for the security of each resource.

Timeline

Tech Support Analyst

PBS Systems
07.2023 - Current

Diploma - Information Technology - Network Systems

Southern Alberta Institute of Technology
Rachelle Yason