Help Desk Technical Support

Ahman Banks

Stockbridge, GA **********@*****.*** Linkedin Profile

IT Help Desk Analyst Service Desk Technician Technical Support Specialist

Technical Troubleshooting – Cybersecurity Fundamentals – Incident Management

PROFESSIONAL SUMMARY

Results-driven IT professional with a strong background in help desk support, cybersecurity fundamentals, and fraud prevention. Experienced in diagnosing and resolving hardware, software, and network issues in dynamic environments while maintaining high customer service. Skilled in security best practices, incident response, and risk mitigation, ensuring organizations maintain secure and efficient operations, leveraging Active Directory, VPNs, and cybersecurity frameworks to strengthen IT security postures. Progressing toward achieving a CompTIA Security+ certification to validate expertise in Cybersecurity Analysis, with a long-term goal of specializing in cyber risk management and IT security compliance.

●Experienced IT support professional with a proven ability to troubleshoot and resolve technical issues in fast-paced environments.

●Strong background in fraud detection, cybersecurity awareness, and risk mitigation, helping organizations prevent security threats.

●Proficient in Active Directory, VPNs, security frameworks, and remote support tools, ensuring secure access and system integrity.

●Skilled in simplifying technical concepts for non-technical users, delivering excellent service while upholding best practices.

AREAS OF EXPERTISE

Help Desk Support Incident Management & Response Troubleshooting & Diagnostics CompTIA A+ Active Directory

Technical Support & Customer Service Virtual Private Networks (VPNs) Configuration Network Security Remote Support Tools

Cybersecurity Awareness Fraud Detection & Prevention ITIL Framework Microsoft 365 Windows, iOS, & Android Support

Identity & Access Management Ticketing Systems Cloud Computing Risk Assessment Malware Identification Password Protection

PROFESSIONAL EXPERIENCE

Consultant

Generational Technology Group Remote December 2020 – Present

●Provide technical support for network, hardware, and software issues, ensuring optimal system performance.

●Install and familiarize with CyberArk software via VMware for security and access management.

●Assist in monitoring network security systems, identifying vulnerabilities, and resolving security incidents.

●Support end-users in troubleshooting malware infections and implementing security action plans.

●Educate users on cybersecurity best practices to reduce security risks.

Fraud Specialist I

Total System Services Remote October 2022 – February. 2023

●Monitored and analyzed customer transactions for fraudulent activity using Avaya and LexisNexis.

●Identified and reported over 100 fraudulent transactions per month, helping prevent identity theft.

●Advised customers on fraud prevention measures and provided support for dispute resolution.

●Investigated suspicious patterns to proactively mitigate risks and enhance fraud detection processes.

●Collaborated with banks such as HSBC, Best Egg, and Mission Lane to enforce security protocols.

Sales Associate

Forever 21 Morrow, GA December 2018 – March 2020

●Achieved the highest credit application submissions within the first three months of employment.

●Engaged with 300+ customers daily, enhancing customer experience and driving sales.

●Assisted in loss prevention efforts to minimize retail shrinkage and theft.

●Provided technical troubleshooting support for in-store POS systems.

●Trained new employees on customer service and sales techniques.

EDUCATIONAL QUALIFICATION

Bachelor of Science in Interpersonal Studies with Concentration in Cybersecurity

Clayton State University Morrow, GA July 2024

CERTIFICATIONS

●CompTIA A+ Certified

Pursuing CompTIA Security+ Certification (In Progress)

REFERENCES

Available On Request

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