Security Customer Service
Resume:
CARRIE KNAPP
Davison, MI *****
**********@*****.***
EDUCATION:
CSU-GLOBAL CAMPUS ONLINE: May 2015-anticipated graduation of June 2016
Pursuing a Bachelors in Information Technology with a minor in Cyber Security.
Current G.P.A: 3.90
Have successfully shown competencies in over 500 virtual labs on TestOut’s training courses in basic computer administration, security and encryption protocols, Microsoft Server 2008 and 2012, and networking
In-depth knowledge and application of applying security protocols to successfully secure networks through a defense in-depth methodology which was learned through my Information Systems and Security, Introduction to Cyber Security and Digital Crimes, Principles of Cyber Security, Ethical Hacking and Penetration Testing, and Information Security Legal and Ethical Issues courses.
Strong knowledge of networking principles, topologies, switches, routers, hubs, and cabling through Introduction to Networks and Intermediate Networking classes.
Successfully utilized utilities such as Sam Spade, Cain & Abel, OphCrack, tracert, and the ping command to conduct penetration testing of systems and to mimic information gathering techniques commonly used by hackers.
Successfully evaluated Active Directory group policies and made changes accordingly to secure the network and server in over ninety virtual labs.
Strong knowledge of SQL Server roles and administration methods through Database Management course.
Demonstrate strong knowledge in configuring tablet security protocols, installing and configuring WAP/Firewall permissions, creating a demilitarized zone, configure NAT, hardening switches and routers, and configuring VLAN’s through TestOut Security Pro labs and exam.
Demonstrate competency and knowledge in over sixty virtual labs creating virtual machines on Hyper-V, configuring NIC teaming, creating storage pools, creating and configuring RAIDs, configuring printer pooling using Print Management Console, and Installing and configuring a DHCP Server.
Demonstrate strong written communication skills through multiple courses taken while at CSU-Global Campus Online.
Demonstrated a strong ability to convey knowledge of security and network principles for class portfolio projects.
AWARDS AND RECOGNITION RECEIVED FOR OUTSTANDING ACADEMIC PERFORMANCE IN THE FOLLOWING CLASSES:
Principles of Accounting
Introduction to Computer-Based Systems
Introduction to Networks
Basic Programming
Information Systems and Security
Information Technology Project Management
Intermediate Networking
Database Management
Applying Leadership Principles
Introduction to Cyber Security and Digital Crime
Principles of Cyber Security
Information and Security Legal and Ethical Issues
The education I have received at CSU-Global Campus has provided me the opportunity to achieve superior academic performance while being successful in completing progressively challenging assignments as my classes have progressed.
CERTIFICATES:
TestOut Network Pro
TestOut PC Pro
TestOut Security Pro
TestOut Windows Pro: Install and Configure
WORK EXPERIENCE
Transportation Security Administration
Flint Bishop International Airport
Flint, MI 49507
February 2008-present
Lead Transportation Security Officer (LTSO)
Lead Transportation Security Officer for a category II airport that routinely supervises the screening procedures for the traveling public. Supervise a team of Transportation Security Officers to ensure the smooth operation of security screening to facilitate the quick movements of passengers to their destinations.
CUSTOMER SERVICE and COMMUNICATION: Facilitate the screening of passengers, while demonstrating exceptional communication skills to effectively assist the traveling public to accomplish the mission and goals of the Transportation Security Administration.
Effectively communicate with irate and impatient passengers on a daily basis while maintaining a calm, professional demeanor.
Expertly convey the Transportation Security Administration’s Policies, Regulations and Directives to other Transportation Security Officers and the traveling public to ensure they have a clear understanding of policies related to traveling.
Skilled in analyzing situations and taking the appropriate steps in assuring that Risk-Based Screening Procedures are being implemented.
Consistently recognized as achieving the highest rating possible in my yearly performance review in the Communication category.
Give daily in-briefs to all officers to ensure they have the knowledge they need to effectively and efficiently carry out the mission and goals of the Transportation Security Administration.
Consistently demonstrate competency in initiating Transportation Security Officer disagreement resolution protocols by meeting with the involved officers, listening to the issue, and coming to a resolution based on the feedback from the officers.
Wrote a detailed report for Cyber Security Awareness month on how to browse the internet safely, while giving a list of safety protocols that internet users could implement to assist in protecting themselves while surfing the web. This report was sent out to three other airports within my hub and spoke.
PROBLEM SOLVING: Expert in analyzing potential hazardous situations and determining ways to effectively handle high-stress situations while maintaining a calm demeanor.
Superior ability to multitask and handle multiple security incidents at the same time while prioritizing which situations require attention first.
Keen ability to make risk-based security decisions based on passengers’ behavior and answers to my questions about why they possess potentially dangerous objects to mitigate any potential threat, and to ensure aviation security.
Strong ability to analyze situations and implement proper procedures based on my prior experience, expert knowledge in Transportation Security Officer Procedures, policies, and directives.
Take initiative to solve problems while collaborating with other supervisors, officers, and fellow Lead Transportation Security Officers.
OTHER: Work with a diverse workforce to effectively conduct screening of the traveling public.
As a LTSO, I set an example to TSOs by focusing my attention and drive in successfully carry out my daily duties while being vigilant in all my screening duties, supervising the checkpoint, not being complacent in my work and having integrity.
Successfully run the Hazardous Waste Program (Hazmat) at my airport ensuring that all state and Federal laws and guidelines are being followed.
In charge of ensuring that all Hazmat team members are well trained in all applicable laws regarding storing, sorting, and disposing of property voluntarily abandoned by passengers.
Received a perfect score during my yearly hazmat audit.
Train and mentor new officers in all of TSA’s Standard Operating Procedures, while allowing officers to practice screening procedures on myself or others while I supervise.
Received the highest obtainable score possible on my yearly performance review for the last seven years.
Evaluated the need for active shooter training and implemented drills to prepare officers for a potential shooter event. After the drill I would debrief the officers on what was done right and what could have been done better and then send an email out to all managers regarding the lessons learned from the drill.
Maintain daily logs on any incidents, training, and other general daily activities and input that information into our local IShare site for record retention: enter daily passenger count, manager’s summary and information about special playbook security drills into a government database for TSA recordkeeping purposes.
Successfully completed leadership training at the Federal Law Enforcement Training Center in Georgia in May of 2015.
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