John McQuaide

Served as final escalation for production issues and device management admin for 6,000+ self-ordering kiosks, developing dashboards and alerts that improved monitoring and reduced recurring incidents. Managed kiosk deployments, collaborated with vendors and network teams, and used SQL and Splunk to diagnose and resolve app, cache, and network issues.

Provided level 3/5 prepaid card support handling declined transactions, account access issues, fraud escalations, and password resets while coordinating with fraud and team leads to resolve complex customer cases. Used UAD, Skype for Business, and Outlook for cross-team communications.

Delivered Tier 1 technical support for POS, Windows servers, printers, and store networks across multiple restaurant concepts, using remote tools and ticketing to resolve hardware and software incidents. Performed password resets and remote remediation via LogMeIn and PowerShell.

Supported five applications in Security Operations, integrated security platforms into ServiceNow via REST/SOAP APIs, and used Splunk and scripting (Python, JavaScript) to monitor network traffic and automate checks for malicious activity.

Activities and societies: Senior network security and WordPress projects; supercomputer build using Raspberry Pi cluster; database and virtualization coursework; Python and C++ programming projects.

Completed a Bachelor of Science in Cybersecurity with minors in Computer Science and Management Information Systems, focusing on network security, virtualization, and database projects.