Anna's Site

11:11 Systems formerly Ntirety

Support Engineer November 2024 – March 2026

Support customers over phone, live-chat, and email to document and resolve 80% of service incidents and requests through initial troubleshooting
Managed client DNS, firewall configurations (Juniper, Palo Alto, Cisco), and SSL certificates across Linux and Windows
Diagnosed and remediate failed EDR agent deployment across AWS EC2 infrastructure, identifying filesystem restrictions, SSSD cache corruption, and SELinux permissive mode interactions to restore endpoint visibility in Cortex
Monitored and troubleshot AWS and Azure infrastructure alerts to maintain system uptime and service availability
Documented infrastructure changes and decommissions for reliable client offboarding and audit compliance

Applications Developer Intern July 2025 – January 2026

Developed full-stack Human Resources Information System (HRIS) application in .NET Core/ASP.NET, streamlining time-intensive HR processes like onboarding for 50+ employees, managing PTO requests and intern attendance
Designed and maintained employee data model layer and database schemas, implementing EF Core migrations and ensuring data integrity across environments
Configured and debugged Dockerized environments, resolving PostgreSQL and API service connectivity issues
Collaborated in Agile sprints, contributing to code reviews, documentation, and CI/CD pipelines for reliable deployment

IT Helpdesk Technician September 2023 – October 2024

Provided ticket, phone and field support to 40+ clients daily to remediate issues with software applications, computers, printers, and network devices while documenting support process through JitBit ticketing system
Managed Active Directory tasks such as user creation, deletion, permissions, and password resets while enforcing security protocols to safeguard client accounts, maintaining data integrity and confidentiality
Configured Remote Desktop Connection and deployed VPNs enabling user access to computers and Terminal Servers