IT Support & Cybersecurity Professional
Resume:
AMBER ROSS
*** **** ****** ******, ************, TX 75638
*****.****@*****.*******.***
PROFESSIONAL SUMMARY
Detail-oriented IT support professional with an Advanced Cybersecurity Certificate and hands-on experience assisting non-technical users in troubleshooting and system security in remote environments. Proven ability to manage support requests through ticketing systems and to create clear, user-friendly documentation that improves self-service and reduces repeat issues. Strong foundation in access control, data protection, and compliance frameworks (HIPAA, PCI DSS, GDPR), with a passion for supporting teams in mission-driven healthcare and mental health organizations. Adept at simplifying complex technical concepts, training end users, and supporting secure, reliable, and compassionate technology experiences. PROFESSIONAL EXPERIENCE
IT Support Intern – Remote
2024 – Present
Resolved approximately 90% of technical issues reported by non-technical staff on first contact, improving overall user satisfaction and reducing repeat tickets. Developed compliance checklists that improved audit readiness and reduced preparation time by an estimated 25%.
Supported identity and access management initiatives to strengthen system security for a user base of 50+ staff.
Assisted with documenting troubleshooting steps and FAQs for common issues to enhance team knowledge sharing.
Team Lead / Training Manager – ExxonMobile, Huntsville, TX 2019 – 2024
Increased cashier efficiency by 20% through structured onboarding and step-by-step training guides.
Improved customer satisfaction scores by approximately 15% by coaching staff on service standards and effective communication.
Led and scheduled a team of 10–15 employees per shift, ensuring consistent coverage and adherence to procedures.
Created and maintained training materials that reduced new-hire ramp-up time by an estimated 30%.
Team Lead – Shell Station, Riverside, TX
2015 – 2019
Cut food waste by 25% through proactive inventory planning and data-driven ordering decisions. Streamlined vendor management processes, achieving 100% invoice accuracy and timely payments.
Trained 8–10 team members on daily operations, cash handling, and customer service standards.
Implemented daily checklists that reduced closing-time errors by approximately 20%. Server / Training Manager – IHOP, Tyler, TX
2003 – 2015
Trained 15+ staff members on guest service techniques, menu knowledge, and point-of-sale usage.
Enhanced table turnover efficiency by coordinating with kitchen staff, contributing to an estimated 10–15% increase in peak-hour seating capacity.
Maintained accuracy in order entry and payments, consistently keeping errors under 2%. Supported new staff onboarding to ensure consistent adherence to company service standards. EDUCATION
University of Phoenix – Phoenix, AZ
Advanced Cybersecurity Certificate (Undergraduate), Expected 2025 Relevant coursework: security fundamentals, risk management, compliance frameworks. Lindale High School – Lindale, TX
High School Diploma
ADDITIONAL SKILLS
IT Support & Troubleshooting for end users in remote and on-site environments Cybersecurity & Risk Management (HIPAA, PCI DSS, GDPR) Identity & Access Management and basic access control principles Customer Service, Empathy, and Clear Non-Technical Communication Training, Onboarding, and Team Development
Familiarity with service desk ticketing workflows and queue management Basic understanding of macOS user support and configuration Process documentation and creation of knowledge base articles for common issues Foundational networking and security knowledge (CompTIA Security+ and Network+ target credentials)
Comfort working in mission-driven healthcare and mental health settings, with sensitivity to privacy and confidentiality
RELEVANT STATISTICS
Resolved approximately 90% of user issues on first contact during IT Support internship. Improved cashier efficiency by 20% and reduced new-hire ramp time by an estimated 30% as a Team Lead / Training Manager.
Cut food waste by 25% while maintaining 100% vendor invoice accuracy. Trained 15+ staff members and contributed to a 10–15% increase in peak-hour seating capacity at IHOP.
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