PETER O. AME

ad2tfw@r.postjobfree.com 813-***-**** Grand Prairie, Texas LinkedIn

Summary and Objective Statement Overview

Seasoned information technology (IT) engineering and support professional with 14+ years of experience in providing support for software, hardware, and networking support or desktops Laptops, and servers, leveraging an excellent understanding and troubleshooting skills of Windows 7/10, MAC OS environment in multiple settings. Currently seeking a new career opportunity in information security as an analyst in the Cyber security area Work Experience

L2 Technical Support Professional Toyota Motor NA Plano, Texas March 2022 to Present

• strong technical and communication skills to complete more than 50-75% of weekly support events Analyze, resolve, respond to, and document end-user inquiries, leveraging deep domain expertise, experience, and.

• Collaborated with team members to identify creative solutions for customers.

• Resolved over 100 customer complaints per week, communicating with customers via phone and email.

Field Service / Customer Support Engineer Unisys INC Dallas, Texas September 2016 to March 2022

• Always established and maintained the highest possible customer relations.

• Managed parts inventory and consumables to meet corporate guidelines and customer needs.

• Communicated to customers the required action plans for maintenance, repairs, and/or upgrades to their equipment and any parts that needed to be ordered.

• Assisted colleagues to help our team reach our regional goals. FIELD SUPPORT SPECIALIST (FSS) FRESENIUS MEDICAL CARE Dallas Texas April 2015- September 2016

• Travelled to locations to provide on-site support, Equipment Installation

• focuses on helping customers and patients achieve maximum performance and reliability from their Fresenius Renal Technologies dialysis systems.

• Trained customers on remote networking on site that, in some instances, is utilized as the first line in low-level troubleshooting via phone to decrease downtime. Desktop Support Technician Computer Generated Solutions Tampa, Florida August 2010 to October 2015

•Provided desk-side support services to users where remote troubleshooting was not possible, especially corporate environment with about 400 end users

•Performed Install, Moves, Add, and Change (IMAC) for desktop-related requests and incidents

•Working knowledge of applications such as LANDesk/SCCM/KACE

•Working knowledge with Remedy, a salesforce ticketing system Help Desk Analyst-Subject Matter Expert Siwel Consulting Inc Tampa, Florida October 2008 to August 2010

• 2+ years of experience in customer service roles, frequently communicating with customers both on the phone and over email.

• Used Excel to organize and track customer service metrics and compiled these metrics into weekly reports for management.

• Responded to 50+ calls per day, answering questions from customers and redirecting to other departments as needed.

• Demonstrated written communication skills by revamping customer service phone scripts, resulting in a 20% increase in customer satisfaction ratings. Education

Bachelor of Science – Cyber Security and Information Assurance Western Governors University – Online

Expected Completion June 2025

Associate of Arts – Information Technology & Networking Florida Career College Clearwater, FL

Skills – Licensures - Certifications

Advanced Proficiency with Microsoft Office Excel Splunk ISC2 CompTIA Security+ Certified

CompTIA Network+ Certified

CompTIA A+ Certified

• Collecting, processing, analyzing, and disseminating cyber warning assessments.

• Applying knowledge of cybersecurity threats to determine possible consequences and draft or recommend mitigation strategies.

• Performing code analysis, traffic analysis, web log analysis, and pattern analysis to determine possible trends, patterns, and suspicious activity on networks.

• Tracking technical network and host-based attack vectors, malicious actors, emerging cyber threats, new vulnerabilities, and current trends to prepare and present cyber threat intelligence briefings to leadership.

• Actively participating in Departmental, Component, or working groups, task forces, and committees to develop, share or otherwise contextualize cyber indicators or information, recommending countermeasure or mitigation strategies for perceived threats.

• Applying Intelligence Community (IC) standards to analyze all-source intelligence on current and emerging cyber threats and sharing these analyses with customers and partners.

• Producing routine intelligence assessments and cyber warning assessments to identify and evaluate emerging threats.

• Monitoring Component architectures, networks, communications, applications, and systems by mining open source and classified data sources.

• Actively working with Cyber Incident Response teams and cyber experts to implement identification and protection measures against state sponsored threats, sharing intelligence and analysis.

• Performing routine scanning and probing activities to analyze and interpret all-source intelligence on current and emerging cyber threats using intelligence community analytical standards.

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