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David Rathell

@davidrathell

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IT Professional | Building Cyber, Network Defense, & Incident Response Skills | GIAC GFACT | AZ-900

United States

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What I'm looking for

I seek an IT role prioritizing cybersecurity and cloud technology, offering opportunities for innovation and problem-solving. I value continuous learning, ethical practices, and teamwork. Aiming to contribute to robust security and efficiency, I look for environments that challenge and enhance my skills while impacting the organization positively.

Concerned about data misuse, I'm committed to protecting user privacy and building secure IT systems. I'm currently sharpening my skills in cybersecurity, network defense, and incident response through the SANS Cyber Academy. Having achieved my Microsoft Azure Fundamentals and GIAC Foundational Cybersecurity Technologies (GFACT) certifications, I'm now preparing to tackle the GIAC Security Essentials (GSEC) certification.

I'm drawn to the fast-paced world of technical support and enjoy tackling diverse challenges head-on.

By combining my technical skills with a security-first mindset, I aim to contribute to building robust IT infrastructures that prioritize user control and data integrity. I'm confident that my technical expertise, problem-solving abilities, and dedication to security will make me a valuable asset to any team.

Experience

IT Service Desk Coordinator

InfoPathways, Inc.

Oct 2023 - Present (7 months)

• Reduced client tickets 15% through proactive troubleshooting & KBs, boosting efficiency and user experience.
• Achieved 98% SLA compliance on critical incidents achieved via optimized ticket queue & clear client communication.
• 5% service level satisfaction boost by optimizing resource allocation & team collaboration, resolving issues faster.

Communication Problem Solving IT Support Resource Management SLA Management Collaboration Help Desk Service Desk Supporting And Troubleshooting MacOS And Windows Endpoints Windows Active Directory Technical Support Multi Tasking Prioritization Office 365 IT Administration Ticketing Systems Support Ticketing Systems

Project Solutions Estimator

LS Systems

Jan 2019 - Jul 2023 (4 years 6 months)

• Played a key role in over 100+ commercial construction projects focusing on fire alarm and life safety systems, enhancing data workflow accuracy by 15%.
• Collaborated with cross-functional teams in creating and implementing technical solutions, significantly improving customer satisfaction in security projects.

Project Coordinator

ARK Systems

Mar 2018 - Dec 2018 (9 months)

• Led ticket management for 40+ projects, streamlining client follow-up and boosting efficiency.
• Cut response times 30% by coordinating with dispatch and vendors, optimizing technician schedules and maintaining high customer satisfaction.

Customer Support Operations Customer Service Operations Data Entry Scheduling Service Desk Customer Service Operations Management