Shenelle Gabriel

I’m looking to transition into a Tier 1 Help Desk/IT Support role from education because, over time, I realized that the part of my work I enjoyed most was helping people solve technology problems. As a Substitute Teacher, I’ve frequently been the first person people come to when they’re having issues with Chromebooks, Windows laptops, projectors, or other classroom technology. I really enjoy troubleshooting those problems and explaining solutions in a way that’s easy for people to understand.

I’ve also been intentionally preparing for a career in IT by earning certifications like CompTIA A+, Network+, Security+, Project+, and ITIL 4, while completing my degree in Cybersecurity and Information Assurance. I’ve gained hands-on experience with Windows, Active Directory, ServiceNow, networking, and cybersecurity.

In my Cybersecurity Intern role (Remote), I conducted cybersecurity risk assessments using organizational data and risk matrix methodologies to identify and prioritize security threats and vulnerabilities. I also developed remediation plans to address security gaps, analyzed network configurations and firewall rules, and mapped findings to NIST and ISO frameworks to recommend compliance-focused controls.

On the support side, I’m comfortable working tickets, resetting access, and troubleshooting identity and login issues in structured scenarios like ServiceDesk Simulator. I’ve used Active Directory concepts, DNS/DHCP, TCP/IP fundamentals, and managed software setup and configuration across common workplace systems.

Before fully leaning into IT and security, I built strong communication and problem-solving habits as a Substitute Teacher and Instructional Aide, supporting classrooms of 20–30+ students and resolving classroom technology issues. I enjoy combining clear, professional communication with technical follow-through—so users get answers, systems get fixed, and security stays front and center.