Customer Service Information Security
Resume:
CONTACT INFORMATION
************@*****.***
www.linkedin.com/in/kyle-waters-8a656211
Philadelphia, PA 19144
ABOUT ME
Possesses hands-on experience with computer installation, maintenance, system support, upgrading and troubleshooting. Currently working with various programs, operating systems and applications to find and resolving failures while utilizing my technical and communication skills to ensure minimization of downtime and optimal system performance. Effectively expedites resolutions while providing excellent customer service to customers and departments. Demonstrates excellent configuration control capabilities and strong interpersonal skills, with the ability to work effectively with management while providing excellent leadership skills enabling the motivation of others.
EDUCATION
Pennsylvania State University, Malvern, PA
MS, Information Science
2016
Pennsylvania State University, Brandywine, PA
BS, Business Administration - Minor: IT
2009
KYLE A. WATERS
RESUME
EXPERIENCE
INFORMATION SECURITY SPECIALIST
Children’s Hospital of Philadelphia • Philadelphia, PA • Mar 2016 - Present
Developed and implemented corporate-wide security measures.
Analyzed existing security procedures and recommended new technologies and/or policy modifications to upper management to facilitate increased efficiency and security.
Researched security measures to develop effective strategies to mitigate security risks.
Developed systems and techniques to handle confidential and sensitive information.
Created and reviewed security assessments to compare previous and current risk performance.
Worked to minimize security threats by examining infrastructure and devices, identifying security flaws, and using control analysis to follow up with a prompt solution.
INFORMATION SECURITY SUPPORT ANALYST
Children’s Hospital of Philadelphia • Philadelphia, PA • Nov 2012 – Mar 2016
Assisted in the development and implementation of Service Desk standards, processes and systems required to deliver consistently high quality customer service.
Maintained and reported on individual and team metrics, via tools such as Magic TTS, maintaining a Service Desk database. Managed current queues and defined new queues to ensure proper categorization and assignment of issues.
Researched and developed testing solutions for complicated issues, documenting the resolutions as well as trained coworkers and clients as necessary.
Demonstrated knowledge of both Tier 1 and Tier 2 service level support as it relates to addressing hardware (PC or End-User Devices and peripheral equipment), application software and operating system issues.
Provided technical assistance, advice and informal training for customers using CHOP IS hardware and software, demonstrating knowledge of support databases and call tracking systems to enhance problem resolution.
Performed root cause analysis and used other advance tools and techniques, developed checklists, guides, and documentation to assist in future support issues.
Maintained and increased knowledge of all CHOP IS application, hardware, mobile devices and multiple operating system platforms, while working in a team setting, sharing information and training Support Analyst I associates.
UNIT TECHNICIAN
Children’s Hospital of Philadelphia • Philadelphia, PA • Jun 2007 – Nov 2012
Provided a combination of unit clerical duties and direct patient care duties as needed on the Patient Care Unit. Ensured accurate and complete information is completed to facilitate coordination and communication between physician, unit staff, and ancillary departments.
Performed clerical duties associated with supporting the Patient Care Unit and provided assigned direct patient care duties.
Assisted the computer support team with the installation and minor repairs to hardware, software and peripheral equipment following design and installation specifications.
Full listing of experience can be viewed on LinkedIn • References available upon request
SKILLS
RSAM
IAM
AUDITING
FAIRWARNING
SQL DEVELOPER
PHISHME
SHAREPOINT
BI PUBLISHER
POSTMAN
SPLUNK
Questions
Notes
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