Customer Service Care

CHRISTOPHER HOPKINS

North East, MD 609-***-**** *****.*********@***.***

PROFESSIONAL OBJECTIVE:

Creative, dedicated, and focused cybersecurity professional looking to positively contribute to an organization’s mission. My fifteen plus years of management and leadership experience has advanced my competency in: development and implementation of compliance policies, executing procedures, fostering training and improvement programs, following protocols, assessing system inefficiencies, and providing exemplary customer service. I am passionate about continually expanding my knowledge in cybersecurity; keeping abreast of industry developments, learning new exploits and threat actors, emerging technologies, and lessons learned from security challenges faced by business environments. My academic and personal efforts have provided me with a strong, practical and multifaceted understanding of cybersecurity.

TRAINING and CERTIFICATIONS

Security+CE Expected 08/2022

Net+ Expected 08/2022

CEH Expected 08/2022

Pentest + Expected 08/2022

Network Security Administration:

- Linux (Ubunto)

- Microsoft 365 Certified: Modern Desktop Administrator Associate, Enterprise Administrator

- AWS Cloud Enterprise

- CISCO CCNA coursework

Penetration Testing:

- Nmap

- Wirehsark

- OpenVOSS

- Kali Linux (Metasploit)

- Password Cracking Tools

EDUCATION

Bachelor of Science in Computer Networking and Cybersecurity May 2022 University of Maryland Global Campus - Largo, MD

Special Projects:

• Capture the Flag Encryption and Decoding

• AWS Management Console Creation

• Hardware engineering including OS installation

• Network Security Physical Plan

Bachelor of Fine Arts in Ceramic Arts May 2004

ARCADIA UNIVERSITY- Glenside, PA

PROFESSIONAL EXPERIENCE

Floor Supervisor / Dealer March 2013 – Present

Hollywood Casino, Perryville, MD

• Provides leadership, guidance, development, training, and manages scheduling for 75 staff members Page 2 of 2

• Ensures adherence to regulatory gaming rules, policies and procedures

• Management liaison; providing exemplary customer care, addresses and follows up on customer concerns

• Responsible for poker room financial analysis and budgeting, specifically payroll, costing, and payouts for special events and tournaments

Shift Supervisor

Horseshoe Casino, Baltimore MD May 2014 - January 2019

• Led a team of 150 staff members; including professional development, training, performance management, gaming rule compliance, and human resource functions

• Reviewed plans, provided guidance/feedback, and implemented organizational changes

• Resolved complaints to ensure customer satisfaction, customer loyalty and business continuation

• Conducted daily walkthrough of game rooms to ensure set-up, staffing and displays met quality standards

• Developed and administered budgets for various departments

• Responsible for development and maintenance of casino Standard Operating Procedures Poker Dealer School Instructor

Community College of Baltimore Country, Baltimore, MD April 2016 – May 2016

• Mentored, taught, and evaluated students in: poker technique and rules, State regulations, soft skills, and business requirements.

• Developed course curriculum

Hollywood Casino, Columbus Sept 2012 - March 2013

Revel Casino Mar 2012 - Sept 2012

Parx Casino and Racetrack Oct 2010 – Mar2012

Borgata Hotel Casino and Spa June 2007 - Oct 2010

F/T Dealer, D/R Supervisor, F/T Floor Supervisor

Solidified existing relationships with gaming clientele while providing attentive, friendly service.

Speak clearly, listen, follow directions, read, write, and understand basic instructions.

Detailed and accurate when completing paperwork and forms.

Expert knowledge of specified games and gaming regulations.

Ability to perform assigned duties under frequent time pressure in an interruptive environment.

Trained in game security w/excellent hand-eye coordination and knowledge of theft techniques.

Excellent proficiency in policies and procedures of the IRS Bank Secrecy Act and Internal Controls.

Maintained security of assigned game and protects company assets.

Evaluated workers performance and prepare written performance evaluations. Quartermaster 3rd Class, US Navy Aug 2004 - Nov 2006 U.S.S Lake Champlain, 32 St. Station, San Diego, Ca

• Honorable Discharged

• Coordinated safe navigation of ship while underway and traveling through harbors.

• Operating and updating computerized navigation equipment

• Damage Control Petty Officer

• Work Center Supervisor

• Iraqi Service Medal, National Defense Medal, Global War on Terrorism Expeditionary Medal, Global War on Terrorism Service Medal, 9mm Pistol Marksman Ribbon, Battle “E” ribbon, Sea Service Ribbon

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