Support Specialist Information Security

DUKE ADJEI

San Antonio, ***** TX 210-***-**** **********@*****.***

Professional Summary

Driven Tech Support specialist and information security analyst with a wealth of experience across high-demand operational environments, known for ensuring optimal security through expert operations, risk and incident, and program management. Demonstrated capacity for identifying key gaps and vulnerabilities, collaborating cross-functionally to remediate issues and eliminate threats. Able to communicate complex technology and security concepts to wide audiences, driving enterprise-wide adoption of enhanced cyber security measures.

Skills

Networking Fundamentals and Operating Systems

Ethical Hacking and Incident Response

Risk Analysis and Security Incident Handling

Security Audit and Communication

Critical Thinking

Artificial Intelligence and Problem-Solving

Wireless Network Security

Teamwork and Collaboration

Cybersecurity Tools and Threat Intelligence Analysis Active Directory and Quick Learner

ServiceNow

Zendesk

08/2024 to Current

San Antonio, TX

01/2021 to 05/2024

TX

08/2019 to 12/2021

San Antonio, TX

Work History

Intern/Information Security Analyst

NVC IT Lab

Mounted and configured networking hardware, including routers, switches, and firewalls, ensuring optimal performance and security.

Installed and configured 50+ virtual machines, streamlining IT infrastructure and enabling rapid deployment of new services to reduce hardware costs.

Conducted research for previous projects, leading to well-informed decisions and successful outcomes. Implemented a new quality assurance system that improved test accuracy to decrease re-testing and save approximately 100 hours annually.

Partnered with IT and business units to ensure the implementation of secure information practices and help secure their systems.

Tech Support Specialist

Etech Global Services Inc.

Resolved over 30 technical support tickets weekly, achieving customer satisfaction ratings based on follow-up surveys. Reduced average response time from 4 hours to 1 hour by implementing a new ticket prioritization system, enhancing overall team efficiency.

Diagnosed and troubleshot hardware, software, and network issues. Tracked and documented customer interactions in the customer relationship management system to maintain accurate records.

Collaborated with engineering teams to identify and resolve recurring software bugs, resulting in a 25% reduction in support tickets over three months.

Customer Care Representative

Spectrum

Resolved over 20 customer inquiries daily, achieving a 95% satisfaction rate as measured by post-interaction surveys. Reduced average call handling time from 10 minutes to 8 minutes, enhancing overall team efficiency. Implemented a new customer feedback system, resulting in a 30% increase in actionable insights for service improvement. Improved team efficiency with the implementation of a new CRM system. Reduced resolution time for customer issues by introducing effective problem-solving techniques. 06/2024

San Antonio, TX

07/2017

San Antonio, TX

Education

Associate: Information Security

Northwest Vista College

High School Diploma

Holmes High School

Certifications

Licensed CompTIA security plus

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