Cyber Security Customer Service

THOMAS L. COWAN II

**** ******** ****** · Woodbridge, VA 22191 · 703-***-**** · **************@*****.*** Summary: To obtain a position where I can utilize my professional cyber security, communications, customer service and consumer outreach strategies in combination with my business operations proficiencies and analytical skills to enhance a leading organizations accomplishment of its goals and mission.

Education:

May 2023 – May 2025 George Washington University, Washington, DC Bachelors of Cyber Security

January 2020 – May 2023 Northern Virginia Community College, Annandale, VA Associates of Applied Sciences: Cyber Security

YearUp Program

Experience:

IT Administration Intern (January 2020 - July 2020) We Work for Women International - Washington, DC (20 hours/wk)

-Provided overall support to the mission of the organization including working as a liaison between customers and departments.

-Assisted IT team members by crafting research material for product implementation

-Supported IT department in performing technology rollouts and system maintenance

-Effectively communicated and presented recommendations in briefings to organization’s senior management in weekly meetings in regards to programs, performance and outcomes in addition to providing solutions to improve efficiency

-Resolved remote network internet and wireless access and connectivity issues with remote monitoring equipment

-Setup remote desktop programs used by employees who were off-site

-Collaborated on orgazanational protocol development and offered consultations based on cross-functional findings

-Generated files via FTP and configured VPN network to enhance remote working

-Ability to interact with staff and team members in a professional and efficient manner Ability to communicate and engage with consumers through correspondence, email, social media, and telephone

-Experience in responding to consumers that contact the organization to assist with questions or concerns and providing additional resources to help resolve related issues

-Meet deadlines, prioritized tasks and completed administrative duties. Associate (April 2021- January 2023)

Wegmans - Tysons Corner, VA (36 hours/wk)

-Provided overall customer service to patrons of organization

-Supported bakery and pizza department in preparing orders for customers

-Assisted in taking orders, answering questions and directing calls

-Cleaned and maintained duty station

-Collected unused carts in store vicinity and relocated to correct area

-Gathered items for online orders

-Worked effectively with team members

-Responsible for opening and closing duties as assigned Interpersonal Skills:

-Strong background in customer service/management through all forms of communication

-Confident performing in a high pressure/ fast paced environment and in unforeseen situations, with the ability to lead through a strong understanding of the importance of working as a team

-Ability to effectively and efficiently manage multiple tasks, with a strong sense of time management, organization and the ability to strategically prioritize activities and events

-Ability to express thoughts and ideas clearly, both orally and in writing Technical Proficiencies:

Student Business Impact Analysis (BIA) & Cyber Incident Response Plan (IRP) George Washington University - Washington, DC (April 2024): Project involved creating a fictitious business, developing a Business Overview, and crafting a BIA and IRP to prepare for cyber-attacks like malware, data exfiltration, and phishing. It also included outlining the process for escalating incidents to disasters and detailing all necessary steps for the BIA and IRP. Azure; AWS; Wireshark; Cloud Services; VMware; Domain and Active Directory Knowledge; Java; Linux; VPN; Multi Factor; PowerShell; Metasploit; Network Security; Python; Microsoft Office

(Excel, Word, Powerpoint, Outlook, Teams); Web Browsers (Safari, Chrome, Internet Explorer); Social Media Platforms (Facebook, Twitter, YouTube, LinkedIn); Google Drive; Windows Event Viewer; Mobile Phone Troubleshooting; Ticket Management System; Networking issues; Virtualization; Systems administration; Security updates; Hardware and software installation; Software updates; Technical Analysis; Technical troubleshooting Additional competencies: Cyber Attack Tools and Techniques; Digital Forensics; Project Management in Information Technology; Cyber Investigation; Intrusion Detection and Vulnerability Management; Topics in IT Security Defense Countermeasures; Cloud Security; IT Security System Audits; Network Security; Compliance and Risk Management; Incident Response; IP Security and VPN Technology

Additional Experience:

Eagle Scout (December 2016) Dale City, VA

-Supervised a team of 55 Scouts members task of building a Ground Level Stage for a local Community Club

County Level Lifeguard (Summer 2016) Dale City, VA

-Supervised patrons attending local county community club

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