Help Desk Customer Support
Resume:
TeRyjah Stokes
Contact Information
Dallas, TX 75254
********@******.***
Profile
Motivated and adaptable professional with 7+ years of experience in financial services, customer support, and operations, now transitioning into the IT and cybersecurity field. Currently pursuing a BS in Cybersecurity (expected Dec 2026) and working toward CompTIA Security+ certification. Hands-on experience resolving help desk tickets and performing service calls with CBT Network. Proven ability to manage sensitive data, resolve technical and financial issues, and support high-pressure environments with discretion and precision, including work with military communities and government-regulated financial institutions. Actively seeking for roles that sponsor security clearance, where transferable skills, attention to detail, and a strong commitment to professional growth can contribute to mission success.
Core Competencies
Help Desk Support & Ticket Resolution
Customer & Member Service Excellence
CompTIA Security+ (In Progress)
Cybersecurity Fundamentals & Risk Awareness
Regulatory Compliance (BSA/AML, Fair Lending, ECOA)
Technical Troubleshooting & Problem Solving
Vendor & Stakeholder Communication
Data Privacy & Confidentiality Handling
Process Improvement & Documentation
Remote Collaboration Tools (e.g., MS Teams, Zoom)
ServiceNow, CRM, & Financial Systems Proficiency
Government & Military Community Experience
Education
Bachelor of Science in Cybersecurity COLORADO STATE UNIVERSITY-GLOBAL CAMPUS Remote Expected: Dec 2026
Career History
Accounts Payable Administrator DYNALECTRIC SAN DIEGO San Diego, CA May 2024 – Mar 2025
Responded to and resolved internal and external inquiries with professionalism and urgency, ensuring uninterrupted operations and strong vendor relationships.
Managed and tracked high-volume financial transactions and sensitive data with accuracy and discretion, supporting audit-readiness and compliance.
Processed and reviewed over 300 invoices monthly using ERP systems, demonstrating proficiency in database navigation and attention to detail.
Communicated across departments and vendors to troubleshoot discrepancies, showcasing problem-solving and ticket-resolution experience transferable to help desk roles.
Supported internal documentation updates and process improvement initiatives, aligning with cybersecurity best practices in data integrity and standardization.
Resolved issues from a shared AP inbox, mirroring the responsiveness required in service desk or ticketing environments.
Collaborated with finance teams to reconcile accounts, ensuring secure data handling and transaction accuracy.
Adapted quickly to internal software systems and reporting tools, displaying strong technical aptitude.
Senior Member Service Representative WHEELHOUSE CREDIT UNION San Diego, CA Sep 2023 – Mar 2024
Supervised daily frontline operations and ensured procedural compliance, building team efficiency and readiness for high-volume environments.
Trained and coached new hires on system use, fraud prevention, and member support, demonstrating transferable skills in technical onboarding and policy enforcement.
Resolved escalated member issues and complex transactions, showcasing problem-solving under pressure and a commitment to service excellence.
Maintained expertise in digital banking platforms, assisting users with troubleshooting and navigation.
Collaborated with branch leadership on audits and regulatory compliance, reinforcing accountability and security awareness aligned with cybersecurity principles.
Promoted cross-training and knowledge sharing to increase operational flexibility and prepare staff for multi-system workflows.
Delivered empathetic, inclusive support to diverse populations, ensuring accessibility and reinforcing trust across vulnerable communities.
Monitored and reported procedural gaps, contributing to service improvements and risk mitigation aligned with best practices in secure environments.
Universal Service Representative FRONTWAVE CREDIT UNION Oceanside, CA Sep 2022 – Aug 2023
Delivered accurate, high-touch support to members navigating mortgage, loan, and housing applications, reinforcing data integrity and secure document handling.
Applied federal compliance standards including ECOA, Fair Lending, and BSA/AML regulations, demonstrating awareness of risk, regulatory frameworks, and data security.
Collaborated cross-functionally with real estate and lending teams to streamline processes, improve workflows, and enhance end-user experiences.
Provided 1:1 financial literacy coaching and workshops, translating complex information clearly.
Reviewed loan applications for documentation accuracy, eligibility, and compliance, applying detailed analysis aligned with procedural protocols.
Supported diverse and underserved populations with empathy and professionalism, ensuring equitable service delivery and trust-building across user groups.
Maintained proficiency in internal systems and member databases to ensure timely, confidential, and compliant service resolution.
Flagged and escalated potential fraud, discrepancies, or non-compliance to protect financial integrity and uphold organizational standards.
Member Service Representative NAVY FEDERAL CREDIT UNION Okinawa, Japan Sep 2020 = Aug 2022
Delivered high-level support to military personnel and families, resolving account issues with professionalism, discretion, and cross-cultural sensitivity.
Investigated and documented fraud claims, ensuring proper escalation procedures and safeguarding sensitive member data.
Monitored transactions and identified suspicious activity in alignment with BSA/AML standards, reinforcing compliance and risk awareness applicable to cybersecurity.
Provided clear, user-friendly guidance on digital banking tools, demonstrating aptitude for technical troubleshooting and client education.
Conducted financial literacy workshops and one-on-one coaching sessions, enhancing member understanding of systems, tools, and responsible account use.
Opened and maintained accounts, processed loan applications, and ensured complete, compliant documentation for regulatory readiness.
Resolved complex service issues across diverse user needs while upholding service excellence, adaptability, and problem-solving under pressure.
Maintained strict adherence to credit union policies and federal regulations, supporting secure operations in a high-trust, high-scrutiny environment.
Customer Service Supervisor KOHL'S Wilmington, NC Nov 2015 – Apr 2017
Supervised and trained front-end staff on policy adherence, customer interaction protocols, and efficient issue resolution.
Resolved service concerns with professionalism and accuracy, ensuring smooth transaction handling and customer satisfaction.
Oversaw beauty department operations, maintaining compliance with health standards, inventory control, and product knowledge.
Worked with leadership to streamline front-end processes, increase team productivity, and support service excellence initiatives.
Customer Service Representative FOOD LION Wilmington, NC Oct 2014 – Nov 2015
Processed high-volume transactions accurately, including cash, credit, and check payments, ensuring efficiency and compliance.
Delivered prompt, courteous support by resolving customer inquiries and service issues with attention to detail.
Managed front-end operations, including lottery sales, WU services, and bill payments, while maintaining policy adherence.
Supported team operations by keeping the service counter organized, secure, and compliant with store procedures and standards.
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