Cyber Security Analyst

Randy Shell

***********@*******.*** LinkedIn: www.linkedin.com/in/randyshell/ Valparaiso, IN, 46385 ~ 219-***-**** ~ Cyber analyst

A motivated individual in the Cyber Security and Threat Analysis industries. Detail oriented and driven by goals, I am seeking a challenging opportunity as a Lead Technician where my advanced skills, education, extensive training, and many years of experience can be fully utilized.

IT Certifications

A+, Security+, Linux+, AWS Cloud Practitioner, Certified Ethical Hacker, Google/IBM Cyber Security Analyst

Professional Experience

Injogate Remote -Indiana Dec 2024 -Present

Field Services Technician

●Networking setup, repair, and maintenance

●Computer setup, repair, and maintenance

●IOT setup, repair, maintenance

●VOIP setup, repair, and maintenance

●Security system setup, repair, and maintenance

Axis

Hanwha

Bosch

Teledyne

Honeywell

Panasonic

Genetic

●Access Control Setup, repair, and Installation

●Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

●Assisted with customer communications and support during critical events

Outlier Remote/Freelance June 2024 - Present

Ai Generative Model Programmer

●Trained Ai models to recognize flaws

Amazon AWS Remote June 2022- July 2023

Trust and Safety Specialist

●Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support

●Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge.

●Investigate the details of abuse reports and develop processes and responses to help resolve the issue

●Worked independently, while knowing how/when to handle or escalate critical customer issues

●Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience

●Assisted with customer communications and support during AWS critical events

●Managed queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up

Yoh, Day, Zimmerman Remote Dec 2021 - March 2022

IT Service Desk Analyst

Resolved and troubleshooted customer issues over the phone while working directly with the customer, assisting each client via remote control screen sharing software.

Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence.

Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement.

Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems.

Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

Netfor Remote Jun 2020 – May 2021

Remote Services Technician

Resolved and troubleshooted customer issues over the phone while working directly with the customer, assisting each client via remote control screen sharing software.

Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence.

Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement.

Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems.

Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

IT Helpdesk Lacey Washington

Resolved and troubleshooted customer issues working directly with the customer, assisting each client onsite

Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence.

Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement.

Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems.

Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

Security system setup, repair, and maintenance

oAxis

oHanwha

oBosch

oTeledyne

oHoneywell

oPanasonic

Access Control Setup, repair, and Installation

RnA Cyber Support-Now Permeda Cyber Research Jan 2014 – Current

Owner / Lead Technician

Lead point of contact for customer technical support issues and help desk support to internal and remote users.

Observed network performance of all systems and applications utilizing monitoring tools to maintain situational awareness and take appropriate actions as needed; provided statistical reports for both real-time and historical measurements.

Maintained overall IT performance by performance monitoring and analysis, and performance tuning troubleshooting network problems escalating problems to vendors.

Enhanced infrastructure and ensure continuous availability of licenses, file systems,

Helpdesk Technician (Seasonal) Purdue University June 2011 - August 2011

Resolved and troubleshooted customer issues working directly with the customer, assisting each client onsite

Involved in registering and classifying received incidents and undertaking immediate effort to restore failed IT service as quickly as possible to ensure achievement of operational excellence.

Reviewed performance and trends in response to incidents, generated the aging report, and provided recommendations to the Management for service improvement.

Attended tickets using the manage engine services desk, managed, sustained, and installed new software updates, system upgrades, and resolution of software-related problems.

Increased customer satisfaction by monitoring tickets assigned to the queue and processing, troubleshooting, and resolving end-user hardware, operating system, and software-related problems.

Access Control Setup, repair, and Installation

Past Experience

United States Air Force Various Locations 2012 – 2014

Interior, Exterior, Airfield, and Low Voltage Electrician

Education

Security Compliance and Auditing Course UWF CyberSkills2Work 2023

IBM Cyber Security Analyst Coursera 2023

Google Cyber Security Analyst Coursera 2023

Technical Support Fundamentals Coursera 2021

Bachelor of Science (B.S.) Cybersecurity / CIS University of Phoenix 2019

Electrical and Mechanical Engineering United States Air Force 2012

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