Customer Service Information Security

AREAS OF EXPERTISE

Repeated success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time deadlines.

Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.

Results-driven, 17 + year professional, offering proven results in resource allocation, project management, and system administration.

EMPLOYMENT

(TTec) *formerly Teletech/Revana)-Tempe, AZ

Help Desk Analyst II 2016-2019

Working among 21 programs troubleshooting, repairing, and maintaining computer systems, hardware, peripherals, and telephony. Analyzing system requirements to efficiently isolate and resolve a wide array of technical issues.

Participating in large scale upgrades and installations.

Working within a team environment to ensure completion of tickets in queue.

Supporting business needs during on call assignments.

Cultivating and maintaining vendor relations.

Explaining complex and technical solutions: starting with confirmation of the issue, begin simple troubleshooting. If that is not successful it will be necessary to Remote login to visualize the problem utilizing the STAR Method.

BB&T (Branch Banking and Trust)-Harrisburg, PA

Help Desk Analyst/Life Unit 2012-2015

Supported and managed daily users in various systems.

Managed daily tickets, monitored file servers, and handled audit reports.

Ensured safe and accurate security administration functions for user, data, and remote access.

DSS-Distributed Systems Services.-Wyomissing, PA

MSC Technician I 2011-2012

Maintained and supported multi level help desk of 20 clients for Boscov’s/National Penn Bank.

Handled critical service outage instances and VPN support.

Oversaw and ensured consistent daily support operations and provided assistance on complex trouble tickets.

Gathered and converted data into written narratives: Created knowledge base folders on a SharePoint site from the Remedy tickets. This will create a living document which can be updated daily, ensuring each change is accurately time stamped.

EDUCATION, SKILLS, & CERTIFICATIONS

Purdue University Global

Pursuing Bachelor Degree: Information Security / Cloud Major, 2019-Current

Pennsylvania State University

Security and Risk Analysis 2015

SPECIAL SKILLS, AWARDS, ACHIEVEMENTS

Bilingual: English and Arabic

Demonstrated outstanding customer service and executive relation skills, consistently receiving high rating on client satisfaction surveys.

TECHNICAL PROFICIENCIES

Platforms: Windows 7/8.1/10, Linux-KDE (in process)

Software: Microsoft Suite, Office365, Salesforce, Cisco AnyConnect VPN, Zoom Support, Skype Business

PROFESSIONAL REFERENCES

Ramon Guzman

Facilities Manager, TTec

Phone: 480-***-****

Email: ***@***********.***

Russel Ewald

Supervisor, TTec

Phone: 480-***-****

Email: *********@*****.***

Information Security and Technology Professional

To further my professional career within an Information Technology Security /Cloud position in a world class company. I am seeking to diversify my skills in the fields of IT Security / Cloud system to become an integral part of a larger organization.

Contact this candidate