Senior Helpdesk Analyst
Resume:
Norlyn J. Potts
Dallas, Texas 75241
************@*********.***
Experience Summary
Information Security Analyst: Qualified for career opportunities with organizations that value seasoned technology professionals with front line experience, and advanced training. I bring a blend of technical prowess and front-line experience to mitigate risks and enhance organizational resilience.
Over a decade of history with successful organizations includes multidisciplinary experience in:
Identity and Access Management Programming (SQL, Python)
SIEM Monitoring Incident Management
Coaching and Development Network Security
Provisioning New Assets Linux Experience
Professional Experience
Tire Profiles Inc., Irving, Texas April 2016 – October 2023
Function: Senior Help Desk Technician
Provisioned and deprovisioned user accounts to maintain proper access control, SOX compliance, and alignment with least-privilege principles.
Provisioned and configured devices, ensuring endpoint security measures, such as antivirus and encryption, were applied during setup.
Installed, troubleshot, and updated hardware and software to address operational issues while safeguarding against vulnerabilities.
Monitored and responded to phishing emails, escalating suspicious activity to the security team for further analysis.
Assisted in enforcing password policies by educating users and supporting password reset processes securely.
Performed routine patch management, deploying critical security updates to mitigate vulnerabilities.
Logged and tracked incidents in ticketing systems, documenting recurring security issues for future mitigation efforts.
Collaborated with IT security teams to investigate and resolve user-reported security alerts or breaches.
Supported network access controls, troubleshooting VPN connectivity, and validating multi-factor authentication setups for compliance.
Utilized Linux-based tools and commands (e.g., tcpdump, netstat, and lsof) to debug software performance issues and identify network bottlenecks.
Continued
Norlyn J. Potts (page 2)
6173 Lazy River Circle
Dallas, Texas 75241
************@*********.***
CompuCom Systems Inc., Dallas, Texas June 2013 – April 2016
Function: Senior Service Desk Analyst
Collaborated with IT security teams to improve service desk processes for incident escalation and response.
Oversaw all Knowledge Management and SOPs, ensuring documentation included accurate guidance on identifying and handling security threats.
Updated and created Knowledge Base (KB) articles focused on security-related troubleshooting, incident reporting, and mitigation steps.
Conducted audits of knowledge usage to ensure agents adhered to documented processes, particularly for incidents involving potential security breaches.
Trained agents on secure handling of sensitive information, emphasizing data privacy and regulatory compliance requirements.
Coached agents on call processes with an emphasis on identifying and escalating potential security incidents.
Interfaced with clients and PMO to identify and address gaps in security knowledge and call processes, implementing corrective action plans.
EDUCATION
1995 Skyline High School Dallas, Texas
Technology Skills
Certifications: Security+, ITILv3, CySA+ (March 2025), CISSP (November 2025)
Applications: Remedy, CRM, ServiceNow, Active Directory, MS Exchange 2010, RSA Console, Citrix XenApps Console, Xen Mobile Administrator, Apple iOS Certified, AirWatch, Programming (SQL, Python), Network Security, Linux Command-Line, Security Frameworks, Controls, Design Principles, Splunk, Wireshark, Google Chronicle
Operating Systems: Windows 7, 8, 10, 11, Kali Linux
“It was quite please to exchange Information Risk Management knowledge with PJ. I’m a firm believer that people do business with those they know like and trust. I’m sure you’ll find that P.J. delivers on all three.”
- Jeffrey Williams, Sr. Cyber Security Operations Specialist, Trinity Industries
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