Customer Service Representative

Kavi Spence

Email: **********@*****.*** Tel:256-***-****

Alt No. 256-***-****

Career Objective

To advance my current level in the IT field both theoretically and

practically as well as to contribute in a meaningful way to the field by

developing an innovative process or technology.

Academic Credentials

Master of Science University of Maryland University

Information Assurance College, Adelphi, MD Aug-2010

(Core GPA 3.0)

Bachelor of Arts University of Alabama Huntsville, Dec-2008

Communications Huntsville, AL

(Core GPA: 3.0)

IT Skill set

Languages : C++, HTML, Java

Technical Tools : Snort, Pro Discover, Wireshark, Access Data

FTK Imager, Hex Workshop Editor, EnCase, PGP,

Spiceworks, AutoCad

Database Management : Banner, Gateway, Customer Information System,

System SQL, Citrix

Operating Systems : Windows 95, 98, XP, Vista, 7, MacOSX, Linux

(Ubuntu)

Software Packages : MS-Office, MS Project, Adobe, SQL

Network Administration : LAN/WAN architecture, Router/Switch

Integration, Remote Desktop Maintenance,

Network/Packet Monitoring, Firewall/Network

Filter setup and maintenance, PC/Server

Troubleshooting and Repair, Data

Authentication, Extraction, and

Reconstruction, Encryption techniques,

Telephony, Cisco Networking and Design

IT Experience

Successfully extracted data from failed drive

Monitored network traffic for small network

Set content filters in place to prevent certain access to potentially

harmful sites

Set up firewall to monitor email traffic on multiple Outlook accounts

Successfully encrypted email traffic between clients via secure key

exchange method

Intercepted hidden message in picture with forensic software

Wrote successful Snort rules that govern network access

Developed extensive reports on forensic investigation findings.

A+ and Security+ qualified

Successfully discovered and eliminated malware as well as installed and

maintained system virus protection.

Installation, Troubleshooting, and Maintenance of desktop clients with

PC's or laptops.

Work Experience

June 1, 2009 - August 25, 2010 Blue Cross Blue Shield of Alabama

Huntsville, AL

Help Desk Agent (40 hrs/wk)

. Fielded and processed end user calls, logged trouble tickets, and

submitted technical reports to management.

. Resolved technical issues remotely and managed user accounts.

July 1, 2007 - June 1, 2009 Appleton Learning

Madison, AL

Tutor (20 hrs/wk)

. Instructed students in technical subject matter.

. Provided on site and remote support.

February 1, 2008 - January 2, 2009 West At Home

Omaha, NE

Customer Service Representative (20 hrs/wk)

. Answered customers' calls regarding product information and order

status.

. Processed orders by accurately capturing credit card information,

delivery addresses, and specific order quantities and packages.

August 1, 2007 - April 1, 2008 UAHuntsville Exponent

Huntsville, AL

Freelance Technician (20 hrs/bi-weekly)

. Setup and maintained client-side information kiosks.

. Integral part of technical team that designed, formatted, and

delivered successful consecutive editions via hardcopy and online.

September 1, 2006-2007 Somerby Assisted Living

Huntsville, AL

Care Associate (20 hrs/wk)

. Provided general care for the elderly residents

. Performed laundry duty and administered showers and meals

. Secured the assisted living section of the facility during the night

shifts

Personal Dossier

Languages known : English, Spanish (intermediate)

Address : 264 Welcome Home Village Road; Toney, AL 35773

Citizenship United States of America

:

Honours and Affiliation

2nd Class Cadet in Maritime Cadet Corp

George Livanos Scholastic International Student Scholarship Recipient

Standards of Training, Certification, and Watch-keeping (STCW) Wiper Certificate

Coast Guard issued Merchant Mariners Document

Massachusetts Maritime Academy Multi-Cultural Club officer

Microsoft Office certified

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