Customer Service Information Technology

CHRISTINE JOHNSON

**** ** *** ***** ********, NC 27864 (252) 567 – 6781 ***********@***.***

CAREER GOAL

Seeking a professional position that will utilize my strong analytical, technical, design, and communication skills to provide top notch IT support and solutions that will exceed both client and company expectations.

PROFESSIONAL SKILLS

Technical:

Basic skill level with configuring and maintaining Windows, Mac, Linux, UNIX, and Mobile/Android Operating Systems; proficient with Microsoft Office Word and PowerPoint.

Explored the basics of theoretical concepts of computer networks within the framework of the OSI Model; examined both the hardware and software components of networks with a focus on protocols.

Studied the basics of RDBMS concepts, and implementation of database systems; gained basic knowledge of database design, data storage, querying, and retrieval. Additionally, utilized SQL to create and manipulate data.

Introduced to the basics of programming concepts of control structures, arrays, and modular program design; learned to develop, debug, and execute simple applications.

Digital Investigations & Security:

Practical understanding of information security technologies as applied to operating systems, database management systems, and computer networks; gained knowledge of threats, vulnerability, exposure, risks, identity management, incidents response, and disaster recovery.

Introduced to the concepts and systems involved in digital investigations and cybercrime; studied policies and procedures for collecting, preserving, analyzing, and reporting digital evidence and cybercrime history.

Studied digital investigation tools, threats, and techniques to include procedures, steganography, operating systems, tool validation plans, and open source software.

Gained basic understanding of digital crime and investigation laws at various levels of government; understanding of ethical concerns related to digital forensic investigations, and types of digital crime.

Performed an overview of the types of social media available, risks associated with these media, evidentiary value of evidence, and evaluating and preserving evidence.

Completed course on wireless networks, vulnerabilities, exploitations, and investigations; the course explained the differences between PC investigations and network investigations and tools.

Problem Solving & Analytical:

Highly analytical thinker with demonstrated talent for identifying and troubleshooting technical issues and processes.

Ability to view problems from a different perspective and find alternative solutions; creative out-of-the box thinking.

Applies deductive, logical reasoning and makes independent decisions to resolve issues; ability to compartmentalize problems in order to solve them more effectively.

Customer Service:

Knowledge of principles and processes for providing personal services that exceed customer expectations.

Expertise in customer needs assessment and meeting quality standards for services; skilled in the evaluation of customer satisfaction.

Experience providing unparalleled customer service by resolving issues efficiently and retaining customer loyalty.

Communication:

Proficient at written and oral comprehension and expression.

Adept at diffusing escalated situations and resolving them appropriately; demonstrates a strong social perceptiveness through supporting a diverse variety of customers.

EDUCATION

Master of Information Technology (Specialization: Information Assurance & Security) Graduated: 2015

American InterContinental University Schaumburg, IL

Relevant Coursework: Principles of Information Systems; Enterprise Networks; Database System Design & Implementation; Principles of Information Security; Object Oriented Applications; Applied Cryptography & Network Security; Legal Issues to Information Security & Incident Response; IT Auditing & Security Risk Management

Bachelor of Information Technology (Specialization: Digital Investigations GPA: 3.87) Graduated: 2013

American InterContinental University Schaumburg, IL

Relevant Coursework: Information Technology Security; Introduction to Cyber Crime & Digital Investigations; Digital Investigations I & II; Introduction to Web Systems & Media; Laws & Ethics in Digital Investigations; Social Media & Social Engineering in Digital Investigations; Principles in Electronic Discovery, Wireless Network Investigations; Fundamentals of Programming & Logic; Network Infrastructure Basics; Data Structures & Implementation; Data Modeling & Design; Relational Database Management Systems; IT Project & Team Management

EMPLOYMENT HISTORY

2013 – Present Technical Support – Teletech Holdings Inc. Englewood, Co

2006 – Present Writer/Illustrator/Editor – EBook Publishing Pinetops, NC

1999 – 2011 Store Manager – Goodwill Industries Wilson, NC

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