Technical Customer Care Leader, Cybersecurity & Network Performance
Resume:
Technical Customer Care Specialist with over ** years of experience in
enhancing service reliability and cybersecurity measures. Expert in resolving complex issues, collaborating across teams, and providing strategic insights to drive process improvements. Passionate about leveraging advanced problem-solving skills and innovative solutions to elevate customer satisfaction and network performance. Employment history
Sr. Technical Customer Care
Specialist, Cox Automotive
Nov 2024 - Present
Atlanta, GA
Cybersecurity Specialist 1 (OIS),
Georgia Technology Authority
2023 - 2024
Atlanta, GA
Engineer II – Network Performance,
Verizon Wireless
2019 - 2022
Houston, TX
Engineer I – System Performance,
Verizon Wireless
2018 - 2019
Alpharetta, GA
Customer Care Service
Representative, Verizon
2017 - 2018
Alpharetta, GA
• Used various administrative department tools and online resources for customer resolution via a trouble ticket system.
• Performed follow-up calls with the customer to ensure first call resolution. Lead Tier 1 escalation, resolving complex issues with clear communication. Enhance customer service through proactive, solution-focused approaches. Collaborate with teams to resolve high-impact requests and improve processes. Analyze data for strategic initiatives, providing actionable insights. Maintain service levels by managing call and email queues effectively. Develops IT policies ensuring compliance with NIST standards, enhancing security measures.
Coordinates with providers to align programs with risk management goals, improving security.
Evaluates security program effectiveness using NIST frameworks, driving procedural improvements.
Reports on cybersecurity maturity using dashboards, aiding in strategic decision- making.
Manages resources to meet IT objectives, reducing organizational risk and enhancing security.
Monitored 4G/5G networks, resolving issues to enhance service reliability and customer satisfaction.
Conducted data audits and health checks on CBRS equipment, ensuring optimal network performance.
Provided technical support, resolving field issues promptly, improving deployment efficiency.
Performed network triage and KPI monitoring, implementing corrective actions for performance deviations.
Resolved technical issues, enhancing system performance and user satisfaction. Led cross-functional teams in root cause analysis, improving network reliability. Provided technical support and training, boosting team efficiency. Conducted network testing, ensuring accurate data performance. Collaborated on technical investigations, optimizing regional operations. Corey Bradley
Atlanta, US, 30329
***************@*****.***
Skills
Problem Solving
Technical Engineer
Customer Focused
Relationship
Management
Troubleshooting
Technical Analysis
Innovative Thinking
Team Collaboration
MS Office
Google Suite
Adobe Photoshop
Site Tracker
FUZE
WYNN
ACTi
Info Manager
DMAT
Data Warehouse
Remedy
VMWare
Granite
Mtask
Real-Time Tool
Cortex
ServiceNow
Tenable
LAN
VPN
TCP/IP
IP Routing
L2/L3 VPNs
QoS
Employment history
• Spearheaded customer success initiatives for small and medium-sized businesses.
• Managed comprehensive customer metrics including usage data, health indicators, and renewal dates.
• Facilitated successful deployment of solutions and services in collaboration with sales, delivery, and support teams.
• Collaborated cross-functionally to drive mitigation plans and de-risk accounts.
• Troubleshoot a variety of infrastructure application and hardware issues.
• Proficient in operating systems, internet navigation, hardware components, and networking components.
Associate Network Operations
Center (NOC), Verizon
2015 - 2017
Southlake, TX
Business Government Coordinator of
Operations
2014 - 2015
Alpharetta, GA
• Delivered effective customer product support and resolved technical issues.
• Provided high-level resolution support to diverse business customers.
• Conducted in-depth research on complex processes, systems, and customer issues. Education
Perscholas, Atlanta, GA Jun 2022 - Nov 2022
Cyber Security Training
Courses
CompTIA Security+ Certified 2021 - 2025
CCNA Certified 2022 - 2025
CySA+ Certified 2021 - 2025
Monitored event alarms, diagnosed issues, dispatched solutions, ensuring seamless operations.
Tested network elements, analyzed KPIs, reported findings, enhancing network efficiency.
Documented processes, reported to NOC Manager, improving communication and transparency.
Resolved network issues, provided customer support, maintaining high service standards.
Tracked service outages, managed escalations, ensuring timely issue resolution. Skills
Java
SQL
ACSS
Microsoft Exchange
Cisco Packet Tracer
Hacker1
CrowdStrike
PeopleSoft
My Soft
Virtual Machines
PCs
Laptops
Telephony Systems
Printers
Routers
Modems
Extenders
Internet Explorer
Firefox
Chrome
Safari
Samsung USM
Nokia
Lucent
Ericsson
Motorola
Links
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