Tech support & Cust success pro. Holds a Security+ & Google Cyber cert

Robin Shipp

Technical Support & Customer Success Specialist

White Oak, MD *************@*****.*** 240-***-**** LinkedIn: https://www.linkedin.com/in/robinshipp888 Credly: https://www.credly.com/users/robin-shipp

Professional Summary:

Technical Support & Customer Success Specialist 15+ years of customer service, 3 years of technical customer support and 20 years of SaaS database experience. Skilled in Salesforce, Genesys, could-based platforms, troubleshooting, and translating complex issues into clear solutions for non-technical users. Known for one-call resolutions and improving customer workflows. I currently hold CompTIA Security+ and Google Cybersecurity certifications, bringing a strong foundation in incident response security. I am seeking a remote or hybrid role supporting SaaS platforms, CRM systems or technical customer success teams.

- CORE SKILLS

- CRM & SaaS Platforms:

- Salesforce. Genesys. MyKarma. AWS platform. Microsoft 365. G-Suite. Cloud-based CRMs. SaaS support

- Technical Support & Troubleshooting:

- Tier 1/Tier 2 support. Account access issues. Ticketing systems. One-call resolution. Customer escalation management. Technical onboarding. SOP creation

- Cybersecurity Foundations:

- Incident response. Vulnerability awareness. Log analysis. OSI model. Security documentation. MFA & access control best practices

- Programming & Data:

- SQL. MySQL (basic). SPL. Python (basic automation). Data entry & validation. Reporting

- Professional Strengths:

- Customer communication. Training & coaching. Documentation. Problem-solving . Cross-functional collaboration

- Education, Certifications & coursework:

- CompTIA Security+ Certification (SY-701) (multi-module program)

- Google Cybersecurity Professional Certificate – (8 course/cert diploma)

- University of Phoenix (remote)- I.T. in Visual Communication

- Professional experience:

- Ashton Carter Contracted Customer Service Rep (Remote, MD) 07/2023–04/2024

- Updated and maintained client sensitive records using Salesforce, while following privacy/HIPAA processes. Resolved complex account issues, documented issues and incidents and escalated cases as needed. Collaborated with cross functional teams to ensure data accuracy and timely customer resolution.

- Lasalle Network / RBS Contracted Customer Service (Remote, MD) 04/2023–10/2023

- Performed Tier 1 troubleshooting for login and account access issues. Supported multiple CRMs and internal phone systems. Coordinated escalations to technical teams. Delivered consistent one-call resolutions and maintained high customer satisfaction.

- SGS Consulting / BGE Contracted Customer Service Tier 1 & 2 (Remote, MD) 08/2022– 08/2023

- Managed CRM updates, appointment scheduling, and dispatch coordination. Tracked escalations utilizing spreadsheets and ticketing systems, handled inbound and outbound calls.

- International Motors Inc.- Passport BMW Trainer for BDC call center (Remote, MD 11/2016-10/2020

- Trained employees to use cloud-based CRM and SaaS platforms for managing customer communications and retention. Developed training materials and delivered hands-on instruction for workflow optimization. Improved team performance through coaching, documentation and process refinement.

- Additional roles Trainer roles. Government contracting/agency experience. Passenger Customer Service. Business development & Trainer roles (2008–2020) Technical Projects (Cyber Foundations)

- Technical Troubleshooting & Resolution Log

- Documented detection and response steps for phishing and account compromise scenarios. Captured logs, identified root causes and recommended MFA lockouts and data restoration actions.

- Phishing Investigation Case

- Analyzed malicious email headers and payloads, verified malicious hash via VirusTotal. Escalated findings with chain-of custody documentation.

- Network Event Analysis- SYN DoS behavior

- Reviewed logs showing SYN flood patterns, recommended mitigations such as rate limiting and IDS signatures. Prepared a clear summary for nontechnical stakeholders.

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