Pich Ty

Building TechZen, an on-demand freelancer marketplace that connects businesses and individuals with AI-vetted tech experts—remote or on-site—anywhere, anytime.

Provide technical support of propieratary software for over 10,000 clients and counting. Adheres to service-level-agreements, policies, and procedures between clients. Ensure security and confidentiality of client data and compliance with HIPAA protocol. Troubleshoot client’s network connections and environments impacting their SQL server and database. Collaborate with clients and I.T. administrators in order to resolve issues impacting the software, operating systems, and overall operations. KPIs: Assess over 20-25 cases daily on average. Resolved over 9,000 technical support cases.

Sensitive Role – Secret Clearance | SIPR/NIPR Environment Provided Tier I support for secure IT infrastructure under a Department of Defense contract. Maintained and supported classified and unclassified networks (SIPRNet/NIPRNet), ensuring operational continuity for mission-critical systems. Responsibilities included user account management, network and software troubleshooting, incident resolution, and access control in accordance with DoD and SAIC security policies. Operated as the initial point of contact for customers via telephone to provide technical support of hardware, systems, sub-systems and/or applications. Remotely accessed the user's computer and made changes to their system and settings by navigating around applications. Instructed the user through steps they can take to resolve the issue on their own in future events. Troubleshot network connectivity issues, working with remote employees on a corporate network. Developed and sustained a productive customer relationship, making the customer and their needs a primary focus. Escalated complex problems to higher-level IT support specialists and experts. Provided supervisors or Tier-II specialists with notes regarding the problem, steps already taken to resolve the issue, and diagnosis of the user's problem. Supported users by performing system tests and updates after completing troubleshooting and necessary repairs. Supported department-wide operations by supporting the creation, editing, and maintenance of IT documents.

Honorably discharged, completed tenure as a Sergeant(E-5) of Marines.

Intern for Congresswoman Niki Tsongas’s district office in Lowell, MA

Youth Tobacco Compliance Officer

Frontend: HTML, CSS, JavaScript, React, Next.js, React Router, Redux Toolkit, Axios, Tailwind CSS, MUI (Material UI), SwiperJS Backend: Node.js (Express, Morgan), UUID, Prisma, Nodemon Database: PostgreSQL Authentication & Security: Clerk, Veriff, JWT, OAuth 2.0, bcrypt Payments: Stripe API Testing & Debugging: Vitest, Postman, Postbird DevOps & Platforms: Ubuntu (WSL), Vercel, Netlify, Render, Ngrok, GitHub, Visual Studio Code, Vite Design & Marketing: Figma, Typeform, Mailchimp, SendGrid, Resend

Courses: Cyber Security Threat Risk Management, Cyber Security Project Management, Risk Management Framework, Cyber Security Technology, Threat Modeling and Intelligence, Cybersecurity Ethics, Wireless and Mobile Applications Security, Network Defense, Cloud Security, and Intrusion Detection. Dean's List - 2023 & 2024; Recognition of outstanding academic performance as a graduate student at or above a 3.7 GPA. Designated a Center of Academic Excellence in Cybersecurity (CAE-C) by the National Security Agency (NSA).

Small Unit Leadership and MCMAPS.