Ma'Nye Wade

Marist University

• Triaged Microsoft Defender XDR alerts daily, performing independent true/false positive determinations and documenting suspicious indicators in a structured tracking log to support escalation decisions by senior analysts.
• Conducted endpoint vulnerability assessment using Tenable Nessus, identifying and reporting a high volume of critical vulnerabilities stemming from prolonged patch neglect and delivering remediation recommendations to management.
• Developed 6–10 incident response flowcharts aligned to security playbooks, standardizing threat detection and remediation workflows across a 3–4 person student cybersecurity team.
• Researched emerging CVEs and security patches, producing written vulnerability reports to inform remediation prioritization and reduce organizational risk exposure.
• Produced and delivered security awareness content including blog posts and workshops for university staff and students, covering phishing, social engineering, and secure behavior practices.

• Resolved 300+ tickets across walk-in, phone, and portal channels via TeamDynamix ITSM, delivering Tier 1/2 support to 5,000+ users including VPN troubleshooting, IAM operations, DUO Security MFA enrollment, and password resets via ReACT self-service solution.
• Achieved 98% uptime for 5+ WEPA print stations through preventive maintenance and hardware troubleshooting while enforcing data security and confidentiality protocols across campus computer labs.
• Triaged and routed support requests by assessing scope and permissions, independently resolving issues within authority and escalating access-restricted tasks to full-time IT staff or corresponding departments.
• Improved IT service delivery by authoring KBAs and SOPs documenting resolution workflows, and designing a Help Desk website wireframe that was successfully implemented to streamline user access to support resources.
• Informally mentored fellow student technicians on a team of 8–10, sharing troubleshooting approaches and resolution workflows to support team consistency and service quality.