Technical Support Customer

HEATHER RUTTENBUR

TECHNICAL SUPPORT

*****************@*******.*** • 980-***-**** • Stanley, NC

PROFESSIONAL SUMMARY

Detail-oriented and adaptable technology professional with expertise in networking, cybersecurity, system administration, and database management. I am skilled in troubleshooting complex technical issues, delivering exceptional customer support, and implementing secure network solutions. Proficient in programming, data analysis, and process optimization with proven ability to collaborate effectively across departments to meet business and technical goals.

SKILLS

Networking & Infrastructure: TCP/IP / IPv4/IPv6 / OSI Model / Routing & Switching / Network Topologies / Firewall

Configuration Cybersecurity: Threat Awareness / Secure Configuration / Risk Mitigation Systems & Platforms: Windows /

Linux / VMware / SharePoint / Recovery Procedures Programming & Scripting: Python / Go / C++ / Ruby / Perl /

Automation / OOP Databases: SQL / DB Management & Security / Data Modeling / Analysis Project Management: Agile / Documentation / Process Optimization Core Competencies: Communication / Teamwork / Adaptability

EXPERIENCE

MOBILE REPAIR/ TECH SUPPORT

Kim's Wireless Repair Service Hybrid \Stanley, NC & Lancaster, SC Mar 2020 - Jul 2023

•Provided in-store repairs and remote tech support for mobile devices and networks.

•Diagnosed and resolved both hardware and software issues, enhancing customer uptime.

• Managed escalated cases and implemented process improvements to reduce repeat service calls.

• Achieved an 80% satisfaction rate in resolving customer complaints.

DESKTOP SUPPORT ANALYST

J. Crew Lynchburg, VA(Remote) Sep 2016 - Feb 2020

•Delivered high-quality customer service via phone, e-mail, and technical assistance.

•Manage an array of endpoint devices & peripherals

•Install software and install/repair hardware and peripherals

•Ensure information/device security compliance

•Troubleshoot, diagnose, and implement corrective action regarding technical issues

•Operate in a fast-paced environment and cater to multiple types of environments (Distribution Center, Customer Contact

Center, and corporate users)

EDUCATION

BACHELORS / INFORMATION TECHNOLOGY - CYBERSECURITY

American InterContinental University Chandler, AZ Expected: Aug 2026

Operating Systems, Network Infrastructure, Programming & Logic, Databases, IT & Society, Professional Communications

ASSOCIATE/ MEDICAL BILLING & CODING

Career Technical Institute Washington DC, Washington Graduated: Aug 2018

Training in Microsoft Office, Medical Terminology, and Health Insurance Processes

AWARDS AND CERTIFICATES

CompTIA Security+ Certification Issued by CompTIA – July 2025. Validates core cybersecurity skills, including threat analysis, risk management, and secure network architecture.

President's List – American InterContinental University Awarded: Spring 2025 Term Recognized for academic excellence in the Bachelor of Information Technology – Cybersecurity program.

LinkedIn Learning Certificate – Project Management for Technical Projects Completed: June 2025 Demonstrated proficiency in managing IT projects, stakeholder communication, and agile workflows.

Certified IT Support Specialist – Career Technical Institute Issued: August 2018 Credentialed in troubleshooting, help desk operations, and customer service excellence.

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