MILES A. KLASS
Service Desk Analyst — Cybersecurity Mgt & Policy
Technology-driven IT & cybersecurity professional based in New York City, engineering secure, reliable experiences at the intersection of operations and risk.
01 / About
A passion for using technology to solve problems, improve operations, and create secure, reliable experiences — built on a foundation of IT support, information systems, and cybersecurity management.
Currently a Service Desk Analyst with the Queens County District Attorney's Office, delivering Tier 1–2 technical support across a complex organizational environment — from endpoint management with MECM and CMPivot to security alerts, access administration, and end-user training.
Long-term, focused on building a career at the intersection of IT operations, cybersecurity, and technology strategy.
02 / Experiences
Service Desk Analyst
Queens County District Attorney's Office — Kew Gardens, NY
- —Deliver Tier 1–2 technical support across phone, email, remote tools, and in-person assistance.
- —Diagnose and remediate endpoint issues using MECM and CMPivot.
- —Administer accounts, Cisco phone/voicemail, and shared-drive permissions.
- —Resolve service tickets while consistently meeting SLA expectations.
IT Support Technician
Infillion — New York, NY
- —Managed onboarding/offboarding and user accounts across AD, Google Workspace, Slack, Asana, and JumpCloud.
- —Wiped, reimaged, and configured Mac and Windows fleets for new employees.
- —Managed up to 20 daily tickets via Freshservice and authored knowledge-base articles.
- —Configured AV equipment for the office podcast studio and deployed Wi-Fi access points.
Technician, Managed Service Provider
CMIT Solutions — New York, NY
- —Deployed monitors, laptops, desktops, servers, and switches at client offices.
- —Implemented backup and recovery solutions ensuring client data integrity.
- —Conducted hardware diagnostics and repairs, reducing client downtime.
03 / Education
Hofstra University
Frank G. Zarb School of Business · Hempstead, NY
Sep 2020 — Dec 2023
Bachelor of Business Administration
Information Systems
Dec 2023 — Dec 2024
Master of Business Administration
Cybersecurity Management & Policy
Honors & Awards
- —Dean's Business Scholars Program
- —Dean's List — 3 Years
- —Provost List — 2 Years
- —Delta Alpha Pi Honor Society
- —Beta Gamma Sigma
05 / Technical Stack
06 / Areas of Expertise
Security
Endpoint Security & Administration
Managing, securing, and monitoring enterprise endpoints across Windows and Mac fleets using MECM, CMPivot, and standard imaging workflows to reduce attack surface and keep devices operational and compliant.
MECM, CMPivot, Intune, Imaging
Identity
Identity & Access Management
Administering user identities and access across Active Directory, Okta, OneLogin, Google Workspace, and JumpCloud — from onboarding to offboarding — so the right people have exactly the right access, and only that access.
Active Directory, Okta, OneLogin, JumpCloud, Google Admin
Security
Incident Response & Threat Triage
Investigating security alerts, containing endpoint threats, and coordinating remediation to minimize downtime and protect sensitive data in a complex public-sector environment.
MECM, CMPivot, Pulse VPN, Box
Operations
Service Desk Operations
Delivering Tier 1-2 support across phone, email, remote tools, and in-person channels, resolving tickets within SLA while documenting repeatable solutions in the knowledge base.
Freshservice, Asana, Cisco CUCM, Office 365
Governance
Cybersecurity Governance & Policy
Applying policy, risk, and continuity frameworks from an MBA in Cybersecurity Management & Policy to align technical controls with business objectives and compliance requirements.
ITIL 4, Risk Management, Business Continuity
Operations
Business Continuity & Resilience
Planning backup, recovery, and continuity workflows so critical operations keep running through disruptions — from endpoint failure to broader organizational incidents.
Backup & Recovery, Diagnostics, Client Infrastructure