Customer Service Soc Analyst
Resume:
Jack L. Crisostomo
Lacey, WA 98503
971-***-**** / **************@*****.***
Highlights of Qualifications
*Manage Resources *Project Oriented *Organized *Positive Work Ethic *Confident
*Excellent Attendance *Excellent Customer Service Skills *Meet Deadlines *Team-Player *Self-motivated *Detail Oriented *MS Office software
Experience:
Served as an operational SOC analyst for monitoring local governments in Washington State as part of cyber-defense coursework.
Evaluated network traffic using time-domain and signature-based analytics
Created and managed tickets and notified local government customers when events were confirmed as security incidents.
Coordinated, facilitated, and conducted the Brigade Enlisted Safety Council Meetings.
Assisted in managing and maintaining the Battalions computer systems and user accounts.
Used clear communication and actively listen to the customer to get to the root of the problem.
Showed Empathy and patience for the customer to provide excellent customer service.
Possess strong technical knowledge and troubleshooting techniques to provided efficient support to customers.
Clearly and accurately documented work performed in the ticket for tracking and reference purposes.
Managed time and prioritized workloads effectively in order to resolve customer issues in a timely manner.
Continuously learned new skills and tools in order to stay current with the ever-changing technology landscape.
Skilled in the diagnosis, troubleshooting and/or maintenance of IT systems.
Resolved problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available. Selected from "in the box"/best practice models/strategies to resolve problems.
Used skills and abilities to complete routine tasks at the beginning, while growing toward completing tasks of increasing complexity.
Used basic understanding of the field to perform job duties; may need some guidance on job duties; applied learning to recommend options to address unusual situations.
Monitored the incident ticketing system.
Initiated customer services tickets for new support requests received outside of the incident ticketing system to include requests made in person, via phone, or email.
Troubleshot and resolved customers' computer workstations, printers, network connectivity, and software issues.
Monitored and analyzed related tickets for commonality and inform leads, supervisors, or management of potential systemic issues.
Trained end-users on basic computer, smartphone, and printer functions.
Troubleshoot network connectivity issues.
Managed employee login accounts in compliance with DOD IT Security Standards.
Escalated tickets for issues requiring advanced troubleshooting or that cannot be resolved by the Help Desk.
Operated desktop publishing software and equipment to design, lay out, and produce camera-ready copy.
Worked independently and collaboratively with manager and team members to create efficiencies, effectively complete work products, projects and meet deadlines.
Studied layout or other design instructions to determine work to be done and sequence of operations.
Tested backup or recovery plans regularly and resolved any problems.
Retrieved, separated and sorted program output as needed, and send data to specified users.
Logged all requests and incidents in the ticketing system and followed related procedures
Recognized basic knowledge and skills and the ability to apply learning in everyday situations under direct guidance or supervision.
Competent to work on several phases of computer operations, but still needs instruction and guidance for other (more complex) phases.
Participated in specialized projects under direction of a higher-level IT professional.
Fully competent, professional working knowledge of the principles, concepts, and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.
Possess competence to work on the majority of assignments independently with the exception of the most complex.
Worked in areas that primarily focused on the modification, development, or maintenance of existing technology.
Resolved problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available. Selected from "in the box"/best practice models/strategies to resolve problems.
Successfully completed tasks as requested. Help from senior staff may be required from time to time but can usually perform the skill independently.
Answered user inquiries regarding computer software or hardware operation to resolve problems.
Imaged computers and apply specialized software loads
Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Able to apply and enhance knowledge and skill to both usual and unusual issues.
Learned to operate and maintain new technology; assisted in transitions.
Formulated routines and standards of practice to complete assigned tasks.
Employment History:
WA. State L&I, IT Business Analyst Olympia, WA 10/2023-10/2024
US Army, Safety Manager Ft Rucker, AL 01/2016 – 06/2018
US Army, Maintenance Supervisor Ft Rucker, AL 08/2015 – 01/2016
US Army, Quality Control Supervisor Ft Campbell, KY 08/2013 – 07/2015
US Army, Platoon Sergeant Ft Campbell, KY 11/2011 – 07/2013
Education / Certificates:
Central WA University Ellensburg, WA BS – IT / Admin Management / Cyber Security
Oregon Polytechnic Institute Klamath Falls, OR AS – Electronic Engineering
LearnKey Certificate – Comp TIA Security+ (SYYO-601)
References:
Available Upon Request
Contact this candidate