Customer Service Entry-Level

William Taylor

Kansas City, Kansas 913-***-**** ****************@*****.*** LinkedIn Cybersecurity Portfolio Aspiring ethical hacker currently completing the Google Cybersecurity Professional Certificate, with hands-on experience in cybersecurity fundamentals, risk identification, Python, Linux, SQL, and tools like Splunk, Wireshark, Tcpdump, and Suricata. Background includes roles in logistics, customer service, and operations, with a strong focus on communication, problem-solving, and maintaining high standards of safety and efficiency. Proven ability to manage inventory systems, support performance improvements, and deliver quality service in fast-paced environments. Known for adaptability, attention to detail, and a collaborative mindset. Experienced in engaging with customers, resolving issues, and ensuring positive interactions — skills essential to supporting security awareness and user education in IT environments. Eager to bring technical and interpersonal strengths to an entry-level cybersecurity role, contribute to organizational resilience, and grow within a mission-driven team. RELEVANT SKILLS & EXPERTISE

Tools/Languages: Linux, Windows, SQL (BigQuery & add addt’l SQL servers, MySQL, MSSQL, Splunk, WireShark, Tcpdump, Suricata, Python, ChatGPT [Insert Hard Skill(s) - tools/languages] Security Practices: Information Security, Network Security, Vulnerability Assessment, Threat Analysis, Log Analysis, Security Frameworks and Controls

Software Platforms: Google Workspace, Slack [Insert Hard Skill(s) - platforms] Strengths: Problem-Solving, Collaboration, Attention to Detail, Calmness Under Pressure Attention-to-detail Problem-solving, Security-awareness, Troubleshooting, Communication, Collaboration, Organization, Time-management, Adaptability, Customer-service, Multitasking, Technical-aptitude, Observation, Accountability, Risk-awareness, Critical-thinking, Dependability, Workflow-efficiency, Data-handling, Process-following CYBERSECURITY PROJECTS

TryHackMe Rooms: Utilized interactive, gamified virtual environment to enhance practical knowledge and hands-on skills:

● Linux Fundamentals (1, 2, & 3) and Linux Strength Training - Navigated directories and files, adjusted permissions, analyzed logs, explored common utilities

● Intro to Logs and Log Analysis - Identified log types, located logs, employed regular expressions (RegEx), and utilized command line and CyberChef for effective log analysis

● Wireshark Basics and Wireshark 101 - Gained proficiency in packet dissection, navigation, and filtering techniques; analyzed ARP, ICMP, TCP, DNS, HTTP, and HTTPS traffic for network troubleshooting and security analysis

● Windows Fundamentals (1, 2, & 3) and Windows Forensics (1 & 2) - Acquired fundamental understanding of Windows, including file systems, user account control (UAC), control panel, system configuration, security, firewall, registry, and FAT/NTFS file systems; developed skills in accessing hives, utilizing registry explorer, and recovering files

● Splunk Basics, Incident Handling with Splunk, and Splunk (2 & 3) - Developed skills in navigating Splunk; conducting incident handling using Splunk; participated in the Boss of the SOC investigation for security analysis PROFESSIONAL EXPERIENCE

Concrete Merchandiser • SpecChem, Edwardsville, Kansas 05/2024 - 09/2024

● Operated a forklift to efficiently load concrete products into the backs of semis, handling up to 20 shipments daily and ensuring safe, timely distribution to 50+ retail locations.

● Managed inventory levels for concrete products by conducting weekly audits, forecasting demand, and coordinating timely restocks with distribution centers, maintaining 95% stock availability and reducing backorders by 20%.

● Developed product displays and merchandising strategies by collaborating with sales teams and utilizing customer behavior data, increasing product visibility and boosting concrete product sales by 15% over three months. Appointment Setter * Shinnova Solar, Kansas City, Kansas 04/2023 - 10/2023

● Contacted potential customers via phone, email, and door-to-door outreach to introduce solar energy solutions and schedule qualified appointments for sales representatives.

● Educated homeowners on the benefits of solar energy, answering preliminary questions and addressing concerns to increase interest and trust.

● Maintained detailed records of customer interactions and lead status using CRM systems, ensuring smooth handoffs to sales teams and accurate follow-ups.

● Met and exceeded weekly appointment-setting goals, contributing to increased lead conversion rates and overall sales team success.

● Collaborated with marketing and sales departments to optimize outreach strategies and target high-potential neighborhoods or demographics.

Special Events Worker/ Maintenance * SP+, Kansas City, Missouri 08/2019 - 07/2023

● Directed traffic flow and assisted guests during high-volume events, ensuring efficient parking operations and a smooth customer experience.

● Set up and broke down signage, barricades, and equipment for special events, adhering to safety protocols and event timelines.

● Performed routine maintenance tasks including cleaning, light repairs, and upkeep of parking structures to maintain a safe and presentable environment.

● Monitored garage systems and coordinated with security personnel to address safety concerns or technical issues during events.

● Provided customer service support by answering questions, giving directions, and resolving parking-related concerns professionally and promptly.

Sales Associate/ Cashier/ Store Maintenance * Thorntons, Lexington, Kentucky 02/2021 - 02/2022

● Assisted customers with product selection and inquiries, delivering friendly and knowledgeable service to boost satisfaction and repeat business.

● Maintained cleanliness and organization of store areas including shelves, floors, restrooms, and stockrooms to uphold safety and brand standards.

● Performed routine maintenance and minor repairs to support daily operations and minimize downtime.

● Prepared food items following health and safety regulations, ensuring quality, freshness, and cleanliness in all food prep areas.

● Restocked merchandise, monitored inventory levels, and supported visual merchandising efforts to keep displays fresh and appealing.

EDUCATION, CERTIFICATES, & CERTIFICATIONS

Google Cybersecurity Professional Certificate • Merit America, Virtual 04/2025

● Cultivated holistic understanding of cybersecurity’s critical role in organizational security, privacy, and success, including how to systematically identify and mitigate risks, threats, and vulnerabilities

● Gained practical experience with Linux, SQL, Python and utilized SIEM tools, IDS, and network protocol analyzers for proactive threat management

● Applied knowledge to real-world scenarios, developing skills in proactive threat detection and response through completion of dynamic hands-on projects, including: conducting a simulated security audit, responding to a cyber incident, analyzing vulnerable systems, and completing an incident handler’s journal High School Diploma• F.L. Schlagle High School Kansas City, KS 06/2019

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