Customer Service Information Security

Fabiola Efuetanzoh Ngimmoh

TUCSON, AZ +1-520-***-**** ***************@*****.***

Detail-oriented and analytical IT professional with over 3 years of experience in cybersecurity and IT systems support and 4 years in customer service and support. Holds an Associate Degree in Cybersecurity with a strong foundation in information security principles, regulatory compliance, and technical troubleshooting. Proven ability to monitor and respond to security incidents, perform risk assessments, and administer system access and user provisioning. Skilled in a variety of tools and methodologies including SIEM, firewalls, malware prevention, and vulnerability assessments. Dedicated to ensuring the protection and reliability of critical information systems in high-availability environments.

• Experience knowledge working with Microsoft system center configuration management (SCCM) to perform administrative functions such as remote control, patch management, software distribution, operating system deployment, network access protection and hardware and software inventory.

• Extensive service Now (SNOW) experience.

• Extensive troubleshooting and testing skills (i.e.., analytic, able to narrow down on a problem, use documentation, tools to troubleshoot).

• Ability to communicate at multiple levels with customers.

• Detail oriented and able to precisely follow documented procedures.

• Perform desktop, mail, and user data migrations with zero percent loss of information.

• Provide Tier 1, & 2, help desk support to resolve user issues with custom applications, knowledge in Citrix based applications, remote access, and other corporate applications.

• Deployment support and troubleshooting of all PC related equipment, including desktop PCs, laptops, PC peripherals and printers.

• Achieved high level of security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.

• Perform vulnerability assessments, making sure risks are assessed and proper actions taken to mitigate them.

• Conduct IT control risks assessments including reviewing organizational policies, standards and procedures and providing advice on their adequacy, accuracy, and compliance with industry standards.

• Support and troubleshooting of video conferencing systems, VPN client connections, Citrix and audiovisual support for meetings and internal events.

• Work closely with the service desk to ensure resolution of end user computing problems or requests in a timely fashion.

• Responsible for maintaining multiple hardware and software platforms including Dell OptiPlex desktops, scanners, Common Access Card readers, HP, and Xerox network printers.

• Perform troubleshooting for network connectivity issues, setting up email profiles, accessing applications via Citrix, inventory management, assisting users with applications such Microsoft Office (Word, Excel, PowerPoint, Outlook, access) and Adobe Acrobat.

• Adept at troubleshooting software/hardware issues with clients face-to-face, via phone, e-mail and online portals.

• A warm personality who works well with co-workers, and is patient with customers, providing quality customer service.

• Achieved outstanding performance by maintaining a standout record of technical support service, resolving almost 95% of all trouble tickets without escalating to senior support specialists.

Experience Utilizing Microsoft deployment Toolkit for network deployment of Microsoft Windows and Microsoft Office suite.

• Support for mobile devices (Apple and Android)

• Install RAMs, Hard drives, Network Cards, Power units, CPU, Mother boards.

Technical Skills

Anti-virus software, Bomgar remote, Peoplesoft, RemedyForce, Zendesk ticketing system, Active Directory, Pulse Secure,

Software: Microsoft Windows, VPN, Lotus Notes, Microsoft Outlook, Citrix, Remote Desktop/VNC, MS Office, Web-based ticketing applications including Remedy and Service-Now,Ivanti..

Operating Systems: HP-UX 10.x, 11.x. Sun Solaris 2.5, 2.6, 8, 9, 10. AIX 6.1 RHEL 5.x. Linux Enterprise Server 9, 10. Windows 2000, 2003, 2008, IOSX.

Education and Certifications.

Associate of Applied Science in Cybersecurity

CompTIA Security+ (in progress)

CompTIA Network+ (in progress)

BSc. In Cyberwarfare and forensics in progress (Jan 2026)

City Of tucson May 2025 - Present

IT specialist

●Provided technical support to over 5,000 user Active Directory migration, validating OU moves, NTFS permissions, and group policy updates, used powershell for bult checks and long queries.

●Performed day-today microsoft 365 support and admin tasks including mailbox and license updates, MFA troubleshooting, and basic tenant security settings in coordination with senior sysadmins..

● Conducting asset inventory on both hardware and software and ensuring that inventory is reflected in the asset management system.

●Ensuring connectivity to the City’s network and that all systems are up to date.

●Collaborated with cross-functional teams, including system administrators, project managers and other technical support teams, improving processes in real time, ensuring compliance with security best practices and minimizing potential vulnerabilities during transitions by learning from each other and properly communicating.

Alorica May 2024 - February 2025

Fraud Support Analyst / Customer Care Representative

●Installed, assisted, and troubleshoot issues with Printers, and other Network, equipment’s,

● Train users on password creation and management on their network and security devices.

●Actively listen to each customer with patience and courtesy.

●Obtains client information by answering telephone calls; interviewing clients; verifying information.

●Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty.

●Met or exceeded call center volume, sales, and customer satisfaction goals.

●Provided knowledgeable responses to customer questions regarding products.

●Developed trusted relationships with customers by providing accurate and efficient support.

●Maintained historical records by documenting system changes and revisions.

●Extensive troubleshooting and testing skills (i.e.., analytic, able to narrow down on a problem, use documentation, tools to troubleshoot)

●Ability to communicate at multiple levels with customers (i.e., technical and management)

●Detailed oriented and able to precisely follow documented procedures.

●Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives.

Work closely with the service desk to ensure resolution of end user computing problems or requests in a timely manner.

●Achieved high level of security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.

●Achieved outstanding performance by maintaining a standout record of technical support service, resolving almost 95% of all trouble tickets without escalating to senior support specialists.

●Good at troubleshooting software/hardware issues with clients face-to-face, via phone, e-mail, and online portals.

●Worked with employees to understand requirements and provide exceptional tech support services.

●initiated timely response to emails, voicemails, and written correspondence.

●Communicated with customers daily to request information and ensure completion of paperwork.

●Greeted clients and guests professionally and courteously to cultivate and maintain a welcoming atmosphere.

●Employed effective time management when dealing with coordination and accountability around personnel and security assets.

●Developed and maintained positive customer relations and coordinated with team members to ensure requests and questions were handled appropriately.

Tender Loving Care February 2022 – April 2024

Call center support specialist.

●Worked with a team of analysts that interacted with the senior level executives using excellent verbal/written communication skills.

●Managed the service ownership which included 24/7 support for executive customers, including senior level executive home office support, support while traveling, and high touch support for their office assistants.

●Efficiently managed time to fit the schedule of executives.

●Installed, configured, and troubleshoot desktop systems, workstations, network, and audio/visual issues in a regulated environment.

●Responsible for creating and updating all related standard operating procedures.

●Gained thorough knowledge of preparedness of all changes and policies that affected executive workflow.

Tracked, maintained, and exceeded SLA expectations.

●Conducted weekly reporting on team progress, problems, and metrics.

●Communicated highly technical information to both technical and non-technical personnel.

●Worked independently and with little supervision, and thought and acted quickly in high-pressure situations, with a high level of discretion.

●Installed, configured, and supported MS Windows OS (XP, Vista, 2007, 2008).

●Provided mobile device support.

●Interacted with senior management and technical people at a variety of levels as well as address technical issues with non-technical associates.

●Provided technical support for meetings and national summits.

●Created documentation based on incidents, research, testing and other requests.

Learned and supported new technologies, which included iPhone and other Apple products.

●Provided guidance, assistance, coordination, and follow-ups on complex problems to ensure resolution.

Tucson Residential foundation Dec 2021– January 2022

Technical Support Specialist.

●Provided guidance, assistance, coordination, and follow-ups on complex problems to ensure resolution.

●Worked with a team of analysts that interacted with the senior level executives using excellent verbal/written communication skills.

●Managed the service ownership which included 24/7 support for executive customers, including senior level executive home office support, support while traveling, and high touch support for their office assistants.

●Efficiently managed time to fit the schedule of executives.

●Installed, configured, and troubleshoot desktop systems, workstations, network, and audio/visual issues in a regulated environment.

●Responsible for creating and updating all related standard operating procedures.

●Gained thorough knowledge of preparedness of all changes and policies that affected executive workflow.

Tracked, maintained, and exceeded SLA expectations.

● Conducted weekly reporting on team progress, problems, and metrics.

●Responsible for researching, testing, and recommending new devices/software/hardware that provided business value.

●Communicated highly technical information to both technical and non-technical personnel.

●Worked independently and with little supervision, and thought and acted quickly in high-pressure situations, with a high level of discretion.

●Installed, configured, and supported MS Windows OS (XP, Vista, 2007, 2008).

●Provided mobile device support.

●Interacted with senior management and technical people at a variety of levels as well as address technical issues with non-technical associates.

●Created documentation based on incidents, research, testing and other requests.

●Learned and supported new technologies, which included iPhone and other Apple products.

●Provided guidance, assistance, coordination, and follow-ups on complex problems to ensure resolution.

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