Systems Security Technical Support

Jack Akaffou

**************@*****.*** 203-***-****

Professional Summary

Results-driven Cybersecurity Professional with a Master’s degree in Cybersecurity and Information Assurance, holding multiple industry-recognized certifications including CISSP, CEH, and CCNA. Over 10 years of experience in system administration, network security, and identity and access management. Proven track record in implementing security measures that enhance system integrity and protect organizational assets. Certifications

● Certified Information Systems Security Professional (CISSP), 2022

● CCSK (Cloud Security Knowledge)

● ISACA CRISC (Risk Management)

● EC-Council Certified Ethical Hacker (CEH v11)

● Cisco CCNA Routing & Switching, February 2020

● ISC2 Systems Security Certified Practitioner (SSCP), January 2022

● CompTIA Cybersecurity Analyst (CySA+), Security+, Network+, A+, Project+, DATASYS+ Professional Experience

Identity & Access Management Technical Support Engineer HID Global (Assa Abloy), Austin, TX

May 2022 – Present

● Troubleshoot technical and database issues for HID Global applications, achieving a 95% customer satisfaction rate.

● Advise technical personnel at customer sites, successfully resolving 90% of technical issues independently.

● Reproduce customer-reported issues in sandbox environments, leading to a 30% reduction in bug resolution time.

● Deliver timely and detailed communication, maintaining an average response time of under 2 hours during case ownership.

● Monitor case queues, manage escalations, and transfer knowledge to customers, improving team efficiency by 25%.

IT Support Analyst

Avangrid (Former United Illuminating), Orange, CT

September 2017 – December 2021

● Administered systems and provided remote and on-site desktop and network support, reducing downtime by 40%.

● Managed Active Directory, enhancing user access controls and reducing unauthorized access incidents by 35%.

● Assisted with Citrix Remote Access setup and troubleshooting, improving remote connectivity for over 500 users.

● Handled ServiceNow incidents and ticket management, achieving a 98% resolution rate within SLA.

● Deployed OS patches and workstation images, decreasing security vulnerabilities by 50%. IT System Coordinator

Community Action of New Haven, New Haven, CT

March 2014 – August 2017

● Set up, maintained, and supported help desk and computer networks, increasing system uptime by 45%.

● Ensured backups of Debian (Linux) and Windows-based servers, achieving 100% data recovery success in tests.

● Installed and updated Microsoft Office suites and Windows OS, reducing software-related issues by 60%.

● Monitored and managed Active Directory and implemented group policies, enhancing security compliance by 50%.

● Installed and monitored Sophos Firewall UTM and Sophos Cloud Anti-Virus, reducing malware incidents by 70%.

Education

● Master of Science in Cybersecurity and Information Assurance Western Governors University, Salt Lake City, UT, May 2023

● Bachelor of Science in Cybersecurity and Information Assurance Western Governors University, Salt Lake City, UT

● Associate Degree in Business Administration, Accounting Concentration Gateway Community College, New Haven, CT

Technical Skills

● Security Tools: Splunk

● Operating Systems: Microsoft Windows Server, MacOS

● Scripting Languages: PowerShell, Python

● Web Technologies: HTML, CSS

● Database Management: SQL, SQL Server Installation, Administration, PostGRE SQL Languages: English (Fluent), French (Fluent), Spanish (Basic)

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