Technical Support Specialist with Cybersecurity Focus

WILLIAM GYASI AFRIYIE

IT SUPPORT SPECIALIST TECHNICAL SUPPORT & TROUBLESHOOTING

Houston, TX 478-***-**** *******.********@**********.*** PERSONAL SUMMARY

Detail-oriented IT and Customer Support professional with hands-on experience in technical support, systems troubleshooting, data accuracy, and customer-facing service environments across logistics, compliance, and operations. Demonstrated ability to diagnose and resolve technical issues, support end users across multiple platforms, manage access and system incidents, and maintain accurate documentation in alignment with security, risk, and operational standards. Known for clear, professional communication, strong analytical thinking, and a customer-first approach that improves service quality, response times, and user satisfaction in fast-paced, high-volume environments. CERTIFICATIONS AND SKILLS

Certifications: CompTIA Security+, CompTIA Tech+, CompTIA+, Google IT Support Certificate, Adobe Design Fundamentals with AI, Adobe Generative AI

IT Support & Systems: Technical Support, Troubleshooting, Microsoft Technologies, Active Directory, POS Systems, Cisco Fundamentals, AWS Fundamentals, User Access Management, Incident Escalation Data, Risk & Compliance: Excel (Advanced, VBA), Data Validation & Auditing, Reporting & Dashboards, Risk Assessment & Analysis, Internal Controls, Audit Support, ISO 27001 NIST Cybersecurity Framework EDUCATION

Associate Degree in Information Technology – Western Governors University, Millcreek, UT Ongoing Technical Fundamentals – NPower, Houston, TX July 2025 – December 2025 IT Industry Training – Kairos Vision Consult, Stamford, CT January 2020 – July 2025 EXPERIENCE

Logistics Support – FedEx, Cypress, TX October 2023 – Present

● Provided frontline technical and operational support by monitoring shipment and tracking systems, identifying system irregularities, troubleshooting access issues, and escalating incidents to IT support to ensure continuity of service.

● Entered, validated, and audited sensitive logistics and customer data across internal systems, maintaining high data accuracy, supporting compliance requirements, and preventing operational and security errors.

● Utilized Excel and internal databases to analyze trends, detect anomalies, and support process improvements that enhanced customer satisfaction, reduced response times, and improved service reliability. Risk Management Intern – Zolon Tech (USDA Contractor), Kansas City, KS January 2021 – September 2023

● Supported IT risk and compliance operations by assisting with risk assessments, internal control testing, and documentation aligned with regulatory and organizational standards.

● Maintained accurate risk registers, compliance records, and audit documentation, ensuring data integrity and readiness for internal and external reviews.

● Resolved technical and system-related issues, supported end users, and contributed to reporting and analysis that improved decision-making and operational transparency. Data & Logistics Analyst – Greater Houston Transportation, Houston, TX December 2015 – December 2020

● Provided technical and analytical support for logistics and transportation systems, conducting system audits, troubleshooting issues, and improving system reliability and security posture.

● Developed automated reports and dashboards using Excel VBA to support operations, improve visibility, reduce manual workloads, and enhance service delivery.

● Collaborated cross-functionally to support system implementations, data integrations, and user training, improving operational efficiency, customer experience, and compliance outcomes. PROJECTS

Logistics Systems Monitoring & Data Integrity Project: Monitored tracking systems, troubleshot access issues, validated data, and coordinated with IT and operations teams. Risk & Compliance Documentation Support Project: Assisted with risk assessments, compliance documentation, and audit support activities.

Operational Reporting & Systems Support Project: Created Excel-based reports, supported system implementations, and provided technical user support.

Contact this candidate