Technical Support Cyber Security

Edwin Matlock

PCI GRC DSS SME Cyber Security Vulnerability Management

Little Rock, AR 72206

***********************@*****.***

+1-251-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

User Support Technician

Department of Public Safety-Little Rock, AR

September 2025 to Present

Technical Support Specialist (Remote)

DXC Technology-Dallas-Fort Worth, TX

September 2023 to Present

Key Responsibilities:Respond to customer inquiries and issues via phone, email, or chat in a timely and professional manner.Diagnose and troubleshoot technical problems, guiding customers through step-by-step solutions.Collaborate with other teams to escalate complex issues and ensure timely resolution.Provide clear and concise documentation of customer interactions and issue resolutions.Stay current on product knowledge and updates to better assist customers with their technical concerns.Identify patterns in customer issues and proactively suggest improvements to products or services.Assist in creating and updating knowledge base articles to aid both customers and internal teams.

Senior Cyber Security Consultant

Baxter Clewis Cybersecurity-Dallas, TX

April 2023 to Present

Identifying vulnerable systems and suggesting changes to fix weaknesses Testing and evaluating systems, networks and digital assets for potential threats Interviewing staff and managers about security measures Developing, implementing and maintaining security policies to minimize vulnerabilities Presenting test results to company leaders and management Monitoring the latest news and threats in the security industry Supervising other staff and overseeing changes to network security Educating staff on recognizing potential security risks and breaches In addition to exceptional cyber security and problem-solving skills, consultants should enjoy dealing with people, both experts and those in nontechnical roles. Infosec notes that consultants, who deal with a range of clients and often have to travel to different locations, should exhibit leadership and self- motivation.

POS Technical support

Shift4 Payments-Butler, PA

June 2023 to August 2023

Answering inbound phone calls and email support requests Creating, maintaining, and resolving support tickets submitted via phone or email Providing first level support of service requests in a Call Center environment Ability to resolve network issues: WAN/LAN connectivity, switches, firewalls, ISP issues, and AP's Working in an office environment where collaboration and team work is celebrated Research and resolve Point of Sale (POS) and credit card terminal issues and questions Diagnose customer issues by following the troubleshooting process and asking follow-up/probing questions

Technical mindset with ability to quickly learn new software and hardware solutions Exceed customers' expectations by building trust, creating partnerships, and being emotionally engaged Demonstrate exemplary performance, punctuality, and attendance Ability to work 40-hour schedule and manage time effectively in a Call Center environment Strong organizational, presentation, and customer service skills Desire for knowledge and continually trying to improve problem solving skills As a POS Technical Support Representative, you will occasionally be called upon to perform other duties not included in this job description.

Pos Advanced Technical Support tier 2

EVO Payments International-Addison, TX

August 2017 to July 2018

Experience in general knowledge of Information Technology and capable of learning new skills frequently. Knowledge of electronic payment processing (Visa/MasterCard/AMEX/Discover) and related regulations a plus. Demonstrate a professional manner at all times. Possess telephone etiquette skills associated with a professional environment. Strong problem solving skills with technical troubleshooting ability. Good data entry skills and ability to navigate among multiple systems. Attention to accuracy and detail in processing information. Ability to organize and manage multiple priorities.Possess excellent professional oral and written communication skills. Ability to maintain confidentiality.Ability to download and troubleshoot POS terminals. General knowledge of company processes, standards, products and programs a plus.General understanding of the life cycle of a transaction (i.e., terminal/front end/back end). General knowledge of all related front-end processors and setup a plus General card processing knowledge (i.e. terminal types, industry types, front ends, back ends, etc.). Good follow-through skills and ability to resolve issues in a timely manner with a high degree of accuracy and follow-up.Ability to work independently as well as in a team. Competent in Windows based computer applications (Microsoft Office). Ability to apply this competency to internal systems. Adhering to established company and department guidelines.Position Specifications:

On-the-job training for internal systems. Responsible for logging detailed notes related to all projects. Train/educate internal teams on certain compliance policies and procedures in accordance with PCI. Ensure all technical related issues have been addressed and none go unanswered. Handle escalated technical requests from other technical support team members as needed. Learn and run thorough test cases for the purpose of certifying UI/UX. Assist 3rd parties in performing downloads to perform certification testing. Process department requests in accordance to established department policies and procedures. Work with Purchasing/Deployment and vendors to acquire hardware for testing. Maintain Inventory of test equipment. Provide internal staff with complete procedures/guides for using systems. Work closely with other departments to resolve issues. Work closely with the other offices to resolve or clarify outstanding requests or updates. Escalate issues when necessary to manager. Provide timely feedback regarding service/system failures and project status updates. Document and maintain position processes to help ensure position continuity. Assist in providing support to EVO employees in the absence of Manager.

Travel POS Tech/Onsite Implementation Manager

ABC FINANCIAL - ABC Financial Services Tier

December 2014 to January 2016

financial

Tech Support specialist/ Implementation Manager I/Travel Trainer ESSENTIAL DUTIES AND RESPONSIBILITIES Create CRM cases for clients computer/software and hardware issues Troubleshoot client software and other computer problems Document technical troubleshooting steps and problem resolution Resolve technical issues related to club software and hardware in a timely manner Handle rotating on call and weekend duties approximately every 5 weeks Ability to escalate issues to appropriate personnel when needed by following structure in place Assist other Help Desk personnel with problems/issues when needed Write technical documents to be used by other technicians POS Technical Support

ABC FINANCIAL - ABC Financial Services Tier-Sherwood, AR January 2014 to January 2016

Involved in the day-to-day operation of technology applications and equipment. They Provide desk-side assistance in resolving technology support issues. They Perform installations, repairs, upgrades, backups, and other maintenance tasks.

The Technician’s work involves the maintenance and support of all computers (servers, desktops, cash registers, and laptops), databases, network and separate printers, and all other IT equipment. The technician provides day-to-day technical support to customers for Point of Sale software, systems, and hardware. A technician installs, configures, and troubleshoots POS system. Technical Support Specialist

FIS FIDELITY NATIONAL INFORMATION SERVICES, INC-Little Rock, AR May 2014 to October 2014

Customer Service Rep Tech support for hundreds of banks online, troubleshoots bill payment issues, help with tax payments, and overall health care card replacement services. Answer user inquiries regarding computer software or hardware operation to resolve problems. Enter commands and observe system functioning to verify correct operations and detect errors. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Network Technical Support / Supervisor

AT&T INC-Little Rock, AR

April 2012 to May 2014

DSL Technical Support Rep/Supervisor Configure and define parameters for installation or testing of local area network(LAN), wide area network(WAN), hubs, routers, switches, controllers, modems or related networking equipment. Configure security settings or access permissions for groups or individuals. Configure wide area network(WAN) or local area network(LAN) routers or related equipment. Document network support activities. Identify the causes of networking problems, using diagnostic testing

software and equipment. Install and configure wireless networking equipment. Install network software, including security or firewall software. Perform routine maintenance or standard repairs to networking components or equipment. Test computer software or hardware, using standard diagnostic testing equipment and procedures. Troubleshoot network or connectivity problems for users or user groups. Back up network data Create or revise user instructions, procedures, or manuals. Create or update technical documentation for network installations or changes to existing installations. Document help desk requests and resolutions. Maintain logs of network activity. Provide telephone support related to networking or connectivity issues. Research hardware or software products to meet technical networking or security

needs. Test repaired items to ensure proper operation. Train users in procedures related to network https://www.visualcv.com/ixqrtvgdi40

applications software or related systems. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems. Determine charges for services requested, collect deposits or payments, or arrange for billing. Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Education

General studies (College Degree)

PULASKI TECHNICAL COLLEGE

October 2010 to January 2011

High school or equivalent

J.A. Fair High School-Little Rock, AR

October 2006 to May 2010

Doctoral degree

Master's degree

Associate's degree

Skills

• Confluence

• Configuration management

• Data Analysis (Less than 1 year)

• C#

• Network architecture

• JSON

• Sonicwall

• Training delivery

• Internet of things

• OOP

• Power BI

• Ethernet

• HIPAA

• Network Administration

• Computer Networking

• MAC (4 years)

• PHP

• Linux

• Intune

• NetSuite

• RETAIL SALES (1 year)

• SaaS

• Application support

• VPN

• Software development

• Jira

• Cybersecurity

• Server management

• Shell Scripting

• MySQL

• Desktop Support

• Network Engineering

• Serving

• Smartsheet

• Human resources

• EMR systems

• System Administration

• VMWare

• Remote access software

• ERP systems

• Software sales

• HVAC

• Avaya

• IIS

• Data center experience

• Google Suite

• Typing

• POS

• Full-stack development

• IT support

• Incident management

• Tech Support

• iOS

• AI

• Research & development

• SharePoint

• Bartending

• IP networking

• Image processing

• Microsoft Windows Server

• Yardi

• ArcGIS

• LAN

• Knowledge management

• Meraki

• Operating Systems

• WAN

• Apache

• Remedy

• Communication skills

• CCTV

• Continuous improvement

• SSH

• 5G

• Live chat

• BGP

• HTML5

• EHR systems

• Plumbing

• Information management

• Data Entry (Less than 1 year)

• Hadoop

• Load Balancing

• UML

• Management

• OSPF

• Autodesk

• Oil & gas

• TCP/IP (3 years)

• C

• Computer hardware

• Citrix

• Ambulatory surgery center

• MULTI-TASKER (3 years)

• Siebel

• NoSQL

• PowerShell

• Agile

• Desktop support

• Windows

• System design

• Microsoft Dynamics GP

• CUSTOMER SERVICE (4 years)

• Azure

• Web development

• Authentication

• DevOps

• Business development

• Mac OS

• Active Directory

• Business requirements

• Problem management

• Network Infrastructure

• Analysis skills

• Encryption

• Zendesk

• Data collection

• REST

• PaaS

• Business analysis

• Cloud architecture

• Software troubleshooting

• Network management

• SCCM

• DNS

• Network Firewalls

• Woodworking

• SQL

• Microsoft Project

• Teaching

• Helpdesk Support

• Pivot tables

• CentOS

• MicroStation

• Disaster Recovery

• Microsoft Exchange

• Telephony

• .NET

• Data management

• Help Desk

• IT auditing

• Virtualization

• Software implementation

• GPO

• CAD

• GIS

• Network Support

• UNIX

• Data mining

• APIs

• JMS

• Relational databases

• Hospitality

• Property management

• SSRS

• Security analysis

• Control-M

• Telecommunication

• Financial services

• InVision

• ServiceNow

• Puppet

• Heavy lifting

• Chef

• AWS

• Presentation skills

• SAS

• SAN

• Microsoft Access

• vSphere

• Debugging

• DHCP

• IVR

• IaaS

• Financial analysis

• Solarwinds

• Salesforce

• Supervising experience

• Power tools

• IPsec

• IT infrastructure

• Visio

• NIST standards

• Network Monitoring

• Risk management

• Scripting

• HP Service Manager

• Log analysis

• Restaurant experience

• IT

• Tableau

• VoIP

• Microsoft SQL Server

• Cisco routers

• Information security

• Vulnerability management

• XML

• Accounting software

• Application development

• Google Cloud Platform

• GitHub

• Git

• Employment & labor law

• Microsoft Office

• COBIT

• Customer Service Skills (6 years)

• Java

• Google Docs

• Product management

• LogMeIn

• JavaScript

• Splunk

• TCP

• Microsoft Windows

• Customer support

• Calibration

• Enterprise software

• SQL Server Management Studio

• TCP/IP

• IT service management

• FTP

• SSL

• CMMC

• Banking

• SOAP

• Crystal Reports

• PRTG

• New Relic

• Cloud infrastructure

• Network security

• 4G/LTE

• HITRUST

• AutoCAD

• Service Desk

• IDS

Languages

• English - Expert

Certifications and Licenses

ITIL Certification

CompTIA A+

Driver's License

IAT

MCTS

MCITP

Property & Casualty License

Non-CDL Class C

Secret Clearance

RHCE

PMI Certification

CompTIA Server+

Certified Salesforce Administrator

Certified Scrum Master

MCSA

CompTIA Security+

MCSD

MTA

MCSE

CAPM

PMP

Professional In Human Resources

CompTIA Network+

MCP

Additional Information

Skills

List of skills

Customer service expert

Analytical and critical thinker

Skilled multi-tasker

Knowledgeable in Mac and Windows systems

Proficient in Norton Antivirus software

Skilled in TCP/IP and WAN networks

Swtiches, amd routers

Contact this candidate