Customer Support Service

Alexandria Sapp

Savannah, GA 504-***-**** **********.****@*****.*** linkedin.com/in/alexandria-sapp-44b8b7222 Professional Summary

Analyst with strong communication skills and a track record in data accuracy, customer support, and risk analysis. Pursuing a B.S. in Computer Science with a focus on cybersecurity. Hands on with SIEM basics, log review, and home lab exercises.

Core Skills

• Data analysis in Excel with pivot tables, lookups, and charts

• SQL basics and data cleaning in spreadsheets

• Customer service, case management, and clear written communication

• Cybersecurity fundamentals, SIEM basics with Splunk, and network traffic review with Wireshark

• Ticketing and business platforms: Salesforce, Zendesk, Jira, Workday

• Microsoft 365: Excel, Outlook, Teams, PowerPoint; Google Workspace

• Operating systems: Windows; basic Linux command line Professional Experience

TimePayment Corporation, Remote Accounts Receivable Analyst Mar 2022 to Jan 2025

• Resolved high volume payment issues and reconciliations while keeping accounts compliant with policy.

• Owned customer outreach and follow up that reduced repeat inquiries and improved satisfaction.

• Documented findings with clear notes and collaborated with cross functional teams for quick resolutions.

• Flagged irregular activity for review and supported risk checks using internal tools. Leader Bank, Remote Mortgage Underwriter Feb 2021 to Feb 2022

• Analyzed financial data against policy to make consistent risk decisions.

• Checked documentation for accuracy and escalated discrepancies for quality control.

• Partnered with operations to streamline steps and cut down the time to decision. Walmart, Savannah, GA Data and Operations Analyst Apr 2012 to Mar 2021

• Supported internal audits and kept data clean across inventory and workforce systems.

• Built simple reports and tracked trends that helped teams plan staffing and inventory.

• Trained associates on new tools and served as a go to contact for issues. Projects and Labs

• Home security lab: practiced log review, basic SIEM searches in Splunk, and network captures with Wireshark.

• Security frameworks study: mapped newsworthy attacks to MITRE ATT&CK; to understand tactics and techniques.

• Data analytics practice: cleaned datasets in Excel, used pivot tables and lookups to surface trends. Education

University of Massachusetts Global, Irvine, CA B.S. Computer Science, Cybersecurity Expected Oct 2026 Armstrong State University, Savannah, GA A.A. Liberal Arts Dec 2016 Certifications and Training

• IBM SkillsBuild Cybersecurity Professional Certificate Completed Jul 2025

• CompTIA Security+ In progress, target date TBD

• GIAC Information Security Fundamentals Coursework and study completed

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