Lilia Nunez
PROFILE
Outstanding Information Security Support Specialist with over 10 years of experience
successfully protecting, supporting, and maintaining network operations. Experience providing
effective identity and access management support and information protection
PROFESSIONAL EXPERIENCE
Technical Support Analyst - (August 2024 - Present)
Gainwell Technologies - Roseville, CA
● Collect thorough and accurate information from individuals facing challenges related to
the CalSAWS application, IT infrastructure, and user-related issues.
● Provide application support, troubleshooting and resolution
● Resolve access issues and provide information protection
● Provide support by phone, email and voicemail
● Train new users on how to navigate and utilize the BenefitsCal.com website.
● Document support activities in the ServiceNow ticketing system
● Participate in HIPAA training, to remain compliant with HIPAA regulations.
● Protect Patient Privacy and Health Information Confidentiality
● Provide world class customer service
Consultant - (April 2022 – December 2023)
IDR, Inc. – Nashville, TN
● Provide access management support
● Perform account administration for 5,000+ users ensuring proper access and availability.
● Configure role based access
● Provision and deprovision user accounts
● Perform basic account audits to maintain compliance with security policies
● Provide support by phone, email and chat.
● Document support activities in the ServiceNow ticketing system.
● Participate in HIPAA training, to remain compliant with HIPAA regulations.
● Maintain strong communication with users.
● Provide outstanding customer service
Support Center Analyst - (May 2014 – March 2022)
Adventist Health System – Roseville, CA
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Provide network, application and technical support.
Provide access management support.
Provide support by phone, email and chat for diverse staff across various locations.
Provide troubleshooting and resolution for hardware, software and network issues.
Monitor network health and restart offline servers
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Perform user account administration
Process user access requests
Create, modify, deactivate and reactivate accounts
Perform password management
Configure network security protocols (VPN, MFA).
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Document support activities in the Ivanti ticketing system.
Onboard new employees, providing education and training.
Familiar with HIPAA regulations and Patient Privacy
Provide excellent customer service
SKILLS
Windows 10
Active Directory
LDAP
RBAC
As400
Citrix Workspace
Cerner Applications
ServiceNow, Ivanti & HEAT
(Health Insurance Portability
and Accountability Act HIPAA)
MS Azure
MS O365
MS Word, Excel, Outlook,
Powerpoint & Access
MS Teams
Google Workspace
Zoom
BeyondTrust/Bomgar
VPN
MFA
Analytical
Problem Solving
Detail Oriented
Communication
Collaborative/Interpersonal
Organization
Documentation
Customer Service
Quick Learner
Flexible/Adaptable
Telecommute/Work Remotely
24/7/365 Work Experience
CERTIFICATIONS
ISC2
Certified in Cybersecurity CC September 2025
CompTia
Security+ Certified CE
February 2025
EDUCATION
Certificate - Cybersecurity - July 2024
Calbright College - Online
Certificate - Cybersecurity Fundamentals - Oct 2023
LinkedIn Learning - Online
Badge - Introduction to Cybersecurity - August 2023
Cisco Networking Academy - Online
Certificate - Introduction to Artificial Intelligence - May 2023
Simplilearn - Skill Up - Online
Associate of Applied Science - Health Information Technology - Dec 2011
DeVry University – Sacramento, CA
Bachelor of Business Administration - Management Information Systems
Pace University – New York, NY
