Cyber Security

Alicia G. Robinson

Elgin, SC *****

Phone: 803-***-****

Email: **********************@*****.***

LinkedIn URL: https://www.linkedin.com/in/alicia-62bb3966

PROFESSIONAL SUMMARY

Results-driven Cybersecurity Analyst with extensive experience in network security administration, risk management, and IT systems maintenance. Proven ability to design secure technical solutions, implement cybersecurity policies, and safeguard sensitive information. Strong background in IT troubleshooting, project management, and customer service within government, corporate, and educational sectors. Holds a Public Trust Security Clearance with expertise in disaster recovery and risk assessment.

TECHNICAL SKILLS

Operating Systems & Tools: VMWare, Linux/Unix, Active Directory, Cisco. TIER I, II

Network & Security: VPN/IP Networking, Network Configuration, ACL Knowledge

Software & Applications: MS Office Suite (Word, Excel, PowerPoint, Outlook, Access), SAP, GDS (Global Distribution System) Applications, Lotus Notes

Additional Skills: Project Management, Help Desk Support, Troubleshooting, Risk Management, Customer Relation

CERTIFICATIONS:

Leadership Certified, SC Work Keys (Gold), South Carolina Notary Certified (Valid until 2027), CPR/Safety Certified, Public Trust; Security Clearance

PROFESSIONAL EXPERIENCE

Risk Management Loan Assistant 10/22-07/24

Team Lead: Denise Carter Phone: 856-***-**** 40hrs. (GS-11)

Loan Officer 12/21-05/22

Small Business Administration SBA, Office of Disaster Assistance (ODA) 40hrs. (GS -7) (GS-9)

Columbia, SC (Remote)Team Lead: Feline Phone: 800-***-****

Currently serving as a Loan Assistant in Risk Management under the Small Business Administration's Office of Disaster Assistance.*Previously held the position of Loan Officer from 12/21 to 05/22 in the same department.*Played a crucial role in the Processing and Disbursement Center (PDC) for the Office of Disaster Assistance (ODA), focusing on loan processing and underwriting, particularly for SBA Covid-19 Economic Injury Disaster Loans (EIDLs).*Proficient in front-end processing, document collection, and loan packaging, adhering to SOP 50 30 9 and updated guidance memos to ensure timely and accurate credit decisions.*Managed customer expectations through various communication channels including phone, email, and Rapid’s Portal.*Provided disaster loan assistance to homeowners, renters, and businesses seeking funds for property repair, rehabilitation, or replacement.*Experienced with RAPIDS (Rocket Mortgage) CRM and Dynamics, adept at preparing written recommendations and justifications for lending decisions.*Operated web-based loan application systems independently with a focus on accuracy and accountability, providing non-supervisory team support.*Conducted loan reviews and recommended collateral requirements for securing loans, ensuring compliance with legal and loan document completeness and accuracy.*Handled clerical functions, including prompt inquiry responses, secure handling of sensitive information, and tactful resolution of controversial issues.*Engaged in effective communication with internal and external stakeholders, including vendors, and performed outreach activities.*Ensured loan files contained all necessary documentation, including applicant conversations, recommendations, and eligibility determinations.*Reviewed tax transcripts and documents, conducted credit evaluations, and applied financial analysis to assess loan repayment abilities.*Safeguarded sensitive or confidential documents containing personal financial information (PII) and prepared legal documents as required.*Acted as a liaison between FEMA and local businesses to facilitate disaster relief efforts Covid 19.

Senior Corporate Travel Agent 10/18-08/24

AMEX GBT (Remote) 40hrs.

101 Hudson Street 34th Floor, Jersey City, NJ 07302

Supervisor: Melissa Burns-800-***-****

As an Executive Travel Consultant at AMEX GBT, responsible for planning high-profile travel arrangements for executives across government and corporate accounts.*Provided frontline customer service, including arranging port of call logistics, VIP bookings, car rentals, and designing comprehensive routes, itineraries, and accommodation details.*Utilized schedules, rate books, and computer systems to compute fares and fees, issue tickets, and manage daily operations using internal scripts, services, and databases.*Negotiated rates with contracted vendors and scheduled flights while ensuring clients were informed of essential travel details.*Managed ticket error resolutions, corrected reservations, and maintained compliance with airline rules and fare regulations.*Handled voids, refunds, and travel record authorizations as needed.*Managed group bookings and pursued continuous training and development to enhance skills in time management, organization, interpersonal communication, and multitasking.*Addressed accounting inquiries, managed expense reports, and provided customer service support via phone and email.

Substitute Teacher K-12 08/20-06/23

Richland School District Two 28hrs.- 40hrs.

763 Fashion Dr Columbia, SC 29229 09/2016-05/2017

803-***-**** 20-40hrs.

Provide instructional and classroom management support in K-12 classrooms within Richland School District Two. *Assume teaching responsibilities for absent teachers on a daily or long-term basis, ensuring adherence to curriculum, lesson plans, and instructional goals. *Take daily attendance, explain assignments, assign homework, and maintain classroom order. *Implemented a technology plan to ensure students had internet access during the pandemic. *Supervise students in various settings outside the classroom, such as hallways, playgrounds, and cafeterias. *Maintain cleanliness and organization of the classroom environment and prepare a detailed report for the returning teacher. *Record hours worked accurately by signing in and out for administrative purposes.

Government/Corporate Travel 05/17-10/18

Adtrav Travel Agent Management (Remote) 40hrs.

4555 South Lake Parkway, Birmingham, AL 35244

Managed travel logistics for government contracts, specializing in air travel (domestic and international) *Acted as the weekend and after-hours agent for government and corporate travelers, ensuring seamless travel arrangements.*Responsible for planning travel itineraries for all government and corporate accounts, including VIP travel for senior and upper management.*Coordinated routes, itineraries, and accommodation details, and calculated fares and fees using schedules, rate books, and computer systems.* Issued tickets and utilized internal scripts, services, and databases on a daily basis.*Negotiated with vendors (car rentals/hotels) to secure the best rates.*Handled rail bookings and rates, ensuring comprehensive service for all travel preferences.*Collaborated closely with customers to understand service requirements and preferences.*Proficient in multiple systems and programs, adept at working independently or within a team environment.* Knowledgeable in the direct bill process and verified ticket validity before finalizing reservations.* Expertise in resolving ticket errors and processing refunds and voids as necessary.*Deep understanding of airline rules, fare regulations, and travel record authorization.*Managed group bookings and pursued continuous professional development opportunities.*Provided comprehensive support for accounting inquiries, expense reports, and customer service issues via phone and email.*Maintained high standards of work through quality inspection and adherence to policies and procedures.

Field Engineer Tier I, II

IPro Technology LLC 07/18-10/20

313 Hawkins Creek Road Blythewood, SC 29016 32hrs. -On Call

Conducted research and installed new technologies as a Tier I Field Engineer at IPro Technology LLC* Diagnosed system failures to pinpoint root causes, ensuring equipment met safety standards. *Managed as primary network administrator for one or more Local Area Networks (LANs), monitoring site activities and servicing systems. *Troubleshot equipment, conducted tests, and prepared detailed reports on system performance.*Updated and enhanced existing systems, standardized Data Center networks across multiple facilities.*Upgraded network operating systems on switches and routers, configured them for internal and external connectivity in Data Center environments.*Installed, tested, and maintained network devices, analyzed communication traffic volumes, and expanded network capabilities to meet customer bandwidth requirements.*Provided technical advice and training for application and equipment implementation, maintained, and diagnosed equipment at sites.*Supported servers and networking equipment, resolved end-user IT issues, and coordinated with teams to maintain company equipment.*Available on-call evenings and weekends, demonstrated strong problem-solving abilities, and generated concise client reports.*Possessed physical capabilities to lift at least 60 pounds, stand for extended periods, and exhibited excellent math, analytical, attention to detail, and collaboration skills.

Contract Senior Travel Consultant 07/15-5/17

Carlson Wagonlit (Remote) 40 hrs.

National Guard USFPO 1 National Guard Road, Columbia SC 29201 09/03-01/09 40 hrs.

Managed government travel agent reservations, specializing in senior and upper management accounts with over 15 years of military service. *Utilized GDS (SABRE) and DTS (Defense Travel Systems) to verify travel records and authorizations, ensuring compliance and accountability for daily operations.*Provided expert advice on complex HR issues to top management and program directors, utilizing computer models and systems for technical personnel management.*Supported administrative functions including filing, correspondence, and logistical support for meetings, training sessions, seminars, and orientations.*Coordinated domestic and multi-segment international travel arrangements, securing optimal rates from vendors for air, hotel, rail, and ground transportation.*Managed special requests and preferred seating processes, and handled group bookings for deployments and PCS/TDY stations.*Resolved over 2,000 personnel actions, ensuring accuracy in records, and supporting documents for SC National Guard soldiers and civilian personnel.*Assisted in resolving ticket errors, ensuring corrected reservations met quality control standards, and executed voids and refunds as necessary.

Cashier Team Lead 11/13-05/16

Academy Sports 30 hrs.

730 Fashion Drive, Columbia, SC 29229

Supervised cashier operations at Academy Sports, including assigning tasks, training new team members, evaluating work quality, and implementing disciplinary actions when necessary. *Managed weekly schedules for cashiers based on sales volume and business needs, ensuring optimal coverage.*Monitored change needs daily and coordinated orders accordingly, considering special events that could impact cash flow.*Ensured cash control integrity for tills and the safe, maintaining accountability for all transactions.*Oversaw incoming and outgoing merchandise transfers and managed departmental merchandising and pricing updates.*Monitored cashier transactions, authorized returns, exchanges, and voids, and reviewed cashier paperwork for accuracy and completeness.*Operated the register as needed to support the team during busy periods.*Attended seminars to stay updated on industry trends and relayed relevant information to store staff.*Conducted work schedule arrangements and performance evaluations for cashiers based on seniority and performance metrics.

Supervisor/Operations 10/14 – 07/15

Teleperformance- WellCare 40 hrs.

2340 Broad River Road, Columbia, SC 29210

Managed operations as a Supervisor at Teleperformance for WellCare, overseeing a team responsible for customer service within a medical firm. *Supervised 30 to 60 Customer Service Representatives, ensuring daily performance metrics such as Quality Metrics, Service Level Metrics, and Schedule Adherence Metrics were met and exceeded.*Coached and educated agents to improve their performance and ensure accurate information delivery to members and medical providers.*Fostered an environment of enthusiasm, accountability, and teamwork to enhance overall performance and customer satisfaction.*Took proactive leadership in communicating with Operations Managers to implement improvements and optimize program performance.*Administered coaching and disciplinary actions as necessary to maintain operational standards and team effectiveness.

Receptionist/Order Services Coordinator 04/13 – 04/14

Schneider Electric-VOLT Workforce Solutions 40 hrs.

8821 Garners Ferry Road, Hopkins SC 29061

Managed reception and order services coordination at Schneider Electric through VOLT Workforce Solutions. *Established and maintained global relations with international business correspondents, ensuring a professional environment that promoted customer satisfaction and process improvement.*Handled office management duties including answering incoming calls, processing customer orders, and coordinating engineering support for executive client visits.*Managed requests via email and fax, and facilitated inbound and outbound calls.*Acted as a liaison between the order services group and customers, addressing inquiries related to orders, claims, delivery schedules, and complaints to expedite resolution.*Provided administrative support for HR functions, including filing, copying, and correspondence preparation, and assisted in organizing meetings, training sessions, seminars, and orientations.*Coordinated interviews for specific job openings, managed the onboarding process for temporary workers, and maintained headcount documentation.*Conducted applicant screenings, scheduled interviews, and facilitated background checks, employment offers, and orientations.*Researched, analyzed, and presented recruiting, retention, and compensation statistics to support HR decision-making.*Acted as a liaison between employees and management to address inquiries regarding company policies, practices, and regulations.*Participated in events such as career fairs, online job fairs, and community networking opportunities to represent the organization and attract talent.*Managed candidate activity within the applicant tracking system and facilitated internal transfer processes, including screening and coordination of interviews with hiring managers.

Education

Bachelor of Science in Cyber Security and Network Security

ECPI University, Columbia, SC 2017-2019

Associate Applied Science in Network Security Administration & Computer Science

ECPI University, Columbia, SC 2015-2017

Business Administration

University of Phoenix, Columbia, SC 2007-2008

Certified Business Management

Southeastern Academy of Travel and Tourism, Kissimmee, FL

1995-1996

High School Diploma

Sumter High School, Sumter, SC (Class of ’95)

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