Customer Service Technical Support

RICHARD POKU

Gastonia, NC ***** 704-***-**** LinkedIn ad3go4@r.postjobfree.com

CYBERSECURITY ANALYST

I'm a passionate, detail-oriented cybersecurity professional proficient in a range of computer systems, languages, tools and testing methodologies. I have excellent communication and organizational skills which allow me to multitask effectively and complete projects on time. I'm especially skilled at finding vulnerabilities and managing risk by using attention to detail. I'm currently studying for my CompTIA A+ and Security + certification.

EDUCATION

CYBERSECURITY BOOTCAMP PROGRAM UNIVERSITY OF NORTH CAROLINA - CHARLOTTE, 2020

● Gained hands-on training in networking, web technologies, systems, databases, and defensive and offensive cybersecurity. Learned methods, techniques, and best practices for accurately assessing the risks facing an organization’s security posture.

ASSOCIATE OF ARTS DEGREE ROWAN CABARRUS COMMUNITY COLLEGE - CONCORD, [2018]

CERTIFICATIONS

Google Technical Support Fundamentals

Google IBM CYBERSECURITY ANALYST PROFFESIONAL EXPECTED DATE): 12/01/23

Network plus CompTIA (EXPECTED DATE): 12/01/2

Security Plus Certification CompTIA (EXPECTED DATE): 12/01/23

A Plus Certification CompTIA (EXPECTED DATE): 12/01/23

EXPERIENCE

IQOR [2022] - PRESENT

Technical Support Representative

●Delivers amazing customer service for a variety of clients through the resolution of 80-100 inquiries daily, implementing process improvements and best practices to enhance operational efficiency.

●Exceeds call center metrics by providing excellent and consistent customer service, resolving issues in less than 5 minutes for over 90% of incoming calls.

COMET BAR AND GRILL [2022] - PRESENT

Server/Cook/Bartender

●Develops positive rapport with customers by responding to needs and requests, such as taking drink orders, delivering food/drinks to tables, and accepting payments for bills.

●Upsells, and cross-sells additional products to drive increased revenue directly impacting the bottomline by increasing average ticket size, sales revenue, and customer satisfaction.

●Serves customers in a fast, efficient manner, resolving queries and complaints with a high degree of accuracy.

AFTON TAVERN 2014 - 2021

Server/Cook/Bartender

●Achieved exemplary performance as bartender, taking drink orders, preparing specialty drinks, and serving daily customers.

●Responsible for serving customers in a fast and efficient manner, working cross-functionally to ensure delivery of all services and products, including custom software development, design, and user experience.

●Managed and maintained POS system, entering an average of 200+ orders per day with zero errors, while also fielding guest requests and providing positive customer service.

RELEVANT SKILLS

●Networking: Packet Analysis, Wireshark

●Systems: Windows and Linux Administration Techniques, Windows, and Linux Hardening

●Cybersecurity: Secure Network Design and Architecture, Risk Management, Cryptography, Vulnerability Assessment, Identity and Access Management, Cloud Security

●Ethical Hacking and Penetration: Kali Linux, Metasploit, Hashcat, Burp Suite, Web Vulnerabilities and Security

●Programming and Scripting: Bash Scripting and PowerShell Scripting

PROJECTS

CYBERSECURITY CAPSTONE PROJECT

Participated in a capstone project to create a pen-testing red team and blue team for Cybersecurity bootcamp.

●Spearheaded the implementation, configuration, and execution of password hacking programs including John the Ripper, Hashcat, and Hydra to locate hidden directories containing information.

●As a member of the blue team, using Wireshark, intercepted and analyzed the activities of the red team generated from the red team’s attempts to breach perimeter defenses.

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