Customer Service Management System

Tyra West

Newnan, Ga **********@*****.*** www.linkedin.com/in/tyrawest187476234 404-***-****

Clearance: Secret

Summary

• Graduating with a BA in Cybersecurity Management and Policy from UMGC has provided me with a strong foundation in cybersecurity concepts and practices. Some examples of cybersecurity experience gained from this program include:

• As a graduate, I have a academic background in disaster recovery and high availability design for virtual and cloud environments.

• I have a demonstrated track record of driving enterprise-wide projects and successfully leading complex portfolios. I possess excellent analytical skills, problem-solving abilities, and a forward-thinking mindset that leverages innovative solutions to accelerate business performance.

• Skilled in resolving routine issues by applying technical knowledge and company procedures, I thrive in fully qualified, career-oriented roles. With a detail-oriented and analytical approach, I am adept at multitasking to meet deadlines and fostering stable internal relationships. Proficient in Google Suite, I bring a comprehensive skill set to drive success in complex IT environments.

• I excel in interpreting technology architecture diagrams and ensuring optimal Recovery Point Objective (RPO) and Recovery Time Objective (RTO) metrics.

• I possess excellent communication skills and am adept at communicating project status, issues, and risks to executive leadership and stakeholders. I hold a PMP or other project management certifications and have a proven track record of successfully managing complex projects from initiative to closure, including hardware/software projects. Work Experience

U.S ARMY Tacoma, WA (92F) Petroleum Specialist POC: SFC Stevie, Feliciano 254-***-**** September 2018 – May 2022 Hours per week: 40 +

Digital Training Management System (DTMS) Clerk

●Digital Training Management System (DTMS) facilitates planning, recording, and assessing training.

●DTMS contains each Soldier's Individual Training Records (ITR) that can keep track of a Soldier's training results from initial entry through retirement, ensuring they are given credit for any training accomplished, and electronically moving that training record with the Soldier from unit to unit, or unit to schoolhouse.

●Displaying customer service satisfactory by communicating via email, phone, and person.

●Data analysis reporting: Compile, assess and use data regarding critical business metrics such as: attendance, attrition, engagement, labor fill, forecasting and inventory management, etc.

●Draft and distribute communications to associates and leaders. Conduct regulatory compliance, prioritizing strategically, and time management, planning and scheduling.

●Interspersed in all areas - Updating certifications due to modifications/changes to computer systems, administering IT methods, principles using security products for protection of and maintaining the confidentiality, integrity, availability, accountability, and reliability of information system resources. Ensuring integrity, confidentiality, and the availability systems, networks, and data by planning, analyzing, developing, implementing, maintenance, enhancing information security. protocols: for programs for tools, policies, and procedures.

● Performs Monitoring and Reporting (M&R) website report generation, system testing, package research and resolution, Address Management System (AMS) updates. ARROW CORE GROUP (Contract) VERIZON CONNECT Atlanta, GA Quality and Assurance Tester POC 866-***-**** September 2016 – September 2018 Hours per week: 40

Provide quality assurance and security testing on Hum Pro, Hum+, and Hum X, completing risk analysis for diagnostic alert tests to determine a vehicle’s health, emergency assistances, navigation, alerts, wi-fi hotspot, speed, and boundary alert, stolen vehicle assistance, safety, score, maintenance reminders, and pin-pointing vehicle location and roadside assistance.

On the Hum Pro, Hum+, and Hum X team, that provided QA and security testing. This involved completing risk analysis for diagnostic alert tests to determine a vehicle's health, emergency assistance, navigation, alerts, Wi-Fi hotspot, speed, boundary alert, stolen vehicle assistance, safety score, maintenance reminders, and pinpointing vehicle location and roadside assistance.

•Coordinating a fleet tracking system for businesses, i.e., administering diagnostic alert tests to locate fleet vehicle, keep records of engine on/off, event time stamp, location, vehicle speed, idle, serve braking, swerving, and VIN details.

• Skilled in utilizing Linux's monitoring and logging tools, including Cynlaunch, for automating system and application monitoring. Conducted testing on diverse applications associated with fleet tracking systems, such as current traffic services, driver risk modeling, supply chain management, vehicle performance research, historic traffic patterns, and emissions reporting and management. • Implemented automation using Linux shell scripts for programming automated repetitive tasks, executing multiple commands simultaneously, and performing complex operations, including emergency, on-going and in-coming calls, and customer service calls.

• Configured, installed, and maintained wireless networks, devices, and equipment, including access points, routers, switches, and firewalls.

• Conducted and assessed network testing for devices, which involved evaluating network performance, network coverage, network protocols, network connectivity, and roaming.

• Managed mobile devices using mobile device management (MDM) tools, including Intune, AirWatch, and MobileIron.

• Implemented and supported Android Enterprise, Samsung Knox, and Apple DEP for mobile device management.

• Conducted training sessions for end-users on how to use mobile devices and applications.

• Collaborated with other IT teams to provide excellent customer service and resolve technical issues. Stakeholders collaboration and improvement in development and process.

• Maintained accurate records of all technical support requests and resolutions using a ticketing system. SYSTEL, INC. IT Recruiter Alpharetta, GA August 2015 – October 2015 Hours per week: 25 Designed and implemented the overall recruiting strategy for Geek Squad technicians and customer service representatives for Best Buy. Utilized SharePoint to review weekly and monthly progress graphs and charts. Migrated data by generating daily reports and transferring them from Excel spreadsheets to SharePoint for managerial review.

• Developed and updated job descriptions and job specifications for technical and customer service platforms.

• Performed job and task analysis to document job requirements and objectives. Screened incoming candidate’s applications and resumes for technical skills, including hardware, software, Internet, and VOIP knowledge.

• Performed human resources responsibilities, including preparing and posting jobs to appropriate job boards, attending college career fairs, and sourcing candidates via utilizing databases and social media postings.

•Conducted employment interviews, served as the liaison between the hiring company and the job applicant, and utilized a variety of personnel selection tools and methods to filter candidates.

• Provided analytical and detailed documentation to appropriate team members, built influential candidate relationships during the selection process, and promoted the company’s reputation as a “best place to work.”

COCA COLA REFRESHMENTS Sales Merchandiser Atlanta, GA Supervisor: Betty Jones (1-888818- 4373)

September 2012 – January 2015 Hours per week: 40

Effectively utilized SAP software to order large amounts of beverage products for grocery stores and warehouses while maintaining detailed records for quarterly audits. Verified inventory control and migrated data, counting the inventory uploaded via the report and submitting SAP information to upper management personnel.

• Managed and maintained products in store racks, shelving, displays, and coolers. Transported products between the backroom and display floor with manual equipment and coordinated quality control initiatives.

• Built, changed, and dismantled product displays and product signage, evaluated, and processed damaged and defective products, and delivered exceptional customer service to existing and new clients. Okay to contact this Supervisor: Yes

FEDEX EXPRESS Package Handler Atlanta, GA Melinda Pittman (1-901-***-****) August 2010 – September 2012

Hours per week: 25

Physically loading, unloading, and/or sorting of packages of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, scanning, placing packages, as well as physical bending, twisting, kneeling etc. Supervisor:

EDUCATION & CERTIFICATION Completion Date

Master of Science - Digital Forensics & Cyber Investigation. 2026 (UMGC) University of Maryland Global Campus, Adelphi, MD

Bachelor of Cybersecurity - Management and Policy 2023

(UMGC) University of Maryland Global Campus, Adelphi, MD Associate of Applied Science - Network Systems Administration 2014 ITT Technical Institute, Kennesaw, GA

Kaizen Lean Practitioner 2014

Issued by the Coca-Cola Bottling Co.

Certifications Completion Date

• Management Information Systems (MIS) March 2024

• COMPTIA Security + October 2023 -Present

• Certified Network Defender (CND) October 2023 - Present

• Certified Ethical Hacker (CEH) October 2023 -Present

• Technical Support Fundamental 2022 Issued by Coursera TECHNICAL SKILLS

Operating Systems – Windows 7, 8.1, 10 Mac OSX Linux Relational Database – Oracle 7.3, 8.0, 8i SQL Server 6.5 Azure Data Factory Data Modeling Language Oracle 7.3, 8.0, 8i SQL Server 6.5 Azure Data Factory s – SQL PL HTML Python Azure Synapse JavaScript COBOL CSS

Software – Microsoft Office: Word Excel PowerPoint Outlook SharePoint SAP CynLaunch Adobe

JIRA

EXAMPLES OF TECHNICAL PROJECTS

● Client-server networking projects involving installation, configuration, maintenance, and troubleshooting

● Designed network solutions based on planning and implemented installations, testing, and troubleshooting

● Worked with Linux-based components on network routine tasks in installation, configuration, maintenance, and troubleshooting of Linux workstations and servers

● Designed and implemented networks via applying TCP/IP protocols to provide connectivity and

associated structures, routers, and switch configurations

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