Technical Support Customer Service
Resume:
Arthur Vieira
******-********@*******.***
***** ******* **** ****** ******, Fl
OBJECTIVE
Recent cybersecurity graduate with hands-on experience in technical support, troubleshooting, and client service. Seeking an entry-level cybersecurity or IT role to apply knowledge of network security, risk assessment, and incident response.
EDUCATION
Bachelor of Science in Cybersecurity
Southern New Hampshire University Graduated: Feb 2025
Associate in Arts, Computer Science
Valencia College Graduated: Jan 2020
PROFESSIONAL EXPERIENCE
Bus Driver
Disney (2022 – Present)
Ensured passenger safety and adherence to company protocols while delivering excellent customer service
Clinic Technician (PT)
CORA Physical Therapy, Orlando May 2022- Sept 2022
Provided IT support by setting up computers, managing passwords, and troubleshooting hardware/software issues.
Created and managed repair tickets to ensure timely resolution of technical problems.
Installed and configured network cables, printers, and other essential IT infrastructure.
Maintained security best practices by ensuring proper access control and system configurations.
Assisted in securing and maintaining workout equipment, ensuring proper functionality for clinic operations.
Technical At Home Advisor (Tier 2)
Apple Inc., Orlando Jan 2018 - Oct 2021
Delivered advanced technical support, specializing in Apple products.
Efficiently resolved hardware and software issues, achieving high customer satisfaction.
Provided clear, documented resolutions, supporting continuous improvement efforts.
Collaborated across teams to enhance service quality and customer experience.
Led and mentored 10+ new team members through onboarding and training, improving new hire performance by 25% within three months.
Customer Care Representative
TravelClick, Orlando Jun 2014 - Jun 2017
Managed 50+ customer inquiries daily, maintaining a 98% satisfaction rating.
Resolved client issues promptly, contributing to a 20% improvement in customer retention rates.
Developed expertise in client relationship management through effective communication.
Consistently exceeded customer service targets, recognized for excellent service quality.
SKILLS
Cybersecurity Concepts: CIA Triad, threat analysis, and risk assessment
Technical Support: Troubleshooting hardware and software issues, technical documentation
Technical Tools: Experienced in MS Office (Excel, Word, PowerPoint), CMS, and various remote support tools
Customer Service: Skilled communicator with experience handling diverse client needs
Operating Systems: Proficient in Windows, iOS, Linux, macOS environments
Languages: English (Fluent), Portuguese (Fluent), Spanish (Basic)
Leadership: Successfully mentored new team members, fostering collaborative environments; actively participated in team improvement initiatives and knowledge-sharing sessions
Networking: Basic knowledge of DOCSIS, GPON fiber, Aruba Airwave, Calix Management System, LAN/WAN configurations, and TCP/IP
Cybersecurity tools: Wireshark, Splunk, Kali Linux, SIEM, CISCO
Ongoing Certificates learning: CompTIA A+, CompTIA Security+, Google Cybersecurity, SAL1
ACHIEVEMENTS
Recognized for outstanding customer service at Apple Inc.
Honor roll in SNHU Dean's list.
Honor roll in Valencia College
Contact this candidate