Runako C.
Senior Client Support Technician @Personified
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WORK HISTORY
Senior Client Support Technician @Personified
Administered multiple on-site and SaaS systems, including Google Workspace and Office 365 - Managed security platforms such as Cloudflare, Huntress, and CrowdStrike - Developed and implemented an internal Incident Response Plan for security incidents - Authored and executed Cyber Security protocols for 70+ clients - Led a team of 5+ employees supporting 90+ clients across governmental, educational, and private sectors through- Conducting proactive system maintenance (e.g, removing adware, spyware, and viruses)- Coordinating IT training and onboarding sessions for client teams - Maintaining clear and prompt communication with comprehensive service documentation - Delivering data redundancy and data protection services - Acted as the primary escalation point for critical client issues, ensuring timely internal and external communication - Contributed to achieving SOC II attestation by demonstrating adherence to required policies - Managed multiple MDM (Mobile Device Management) vendors across all clients - Secured client data through device wipes and backup recovery solutions - Fostered a culture of continuous improvement through mentorship, feedback, and professional development - Partnered with client HR and Operations teams to streamline onboarding for new personnel
EDUCATION
Miami Dade College
Bachelor of Science - BS, Information Technology
ABOUT RUNAKO C.
Fixing the problems people create! Information Technology professional with 5+…
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