Aspiring IT Support Specialist with Cybersecurity Focus

Mark Jones

Brooklyn, NY 332-***-**** **********@*****.***

PROFESSIONAL SUMMARY

IT-focused professional with hands-on experience in technical troubleshooting, customer support, and system guidance. Strong foundation in cybersecurity and computer science with proven ability to resolve user issues and support high-volume environments. Seeking an entry-level IT support or help desk role.

PROFESSIONAL EXPERIENCE

Customer Service Associate / Sales Associate GameStop – Brooklyn, NY November 2016 – March 2019

• Troubleshoot gaming consoles, software, and connectivity issues, improving customer satisfaction.

• Explain system setup and technical processes in clear, user-friendly terms.

• Maintain inventory tracking and POS transactions in a fast-paced environment.

• Drive revenue through product recommendations and technical add-ons.

• Support high-volume customer interactions while resolving issues efficiently. Customer Service Representative / Floor Manager Holodeck Arcade – Brooklyn, NY June 2014 – September 2016

• Managed daily operations and resolved technical issues across arcade systems and equipment.

• Trained staff on troubleshooting and system usage.

• Maintained machines and diagnosed basic hardware/software issues.

• Handled cash reconciliation and operational reporting. VOLUNTEER EXPERIENCE

Mathematics Tutor (Volunteer) Kingsborough Men’s Center – Brooklyn, NY September 2011 – October 2013

• Simplified complex mathematical concepts to improve learner comprehension.

• Strengthened problem-solving and analytical thinking skills. EDUCATION

Bachelor of Science in Business Management Brooklyn College, CUNY September 2015 – June 2018

Associate of Science in Computer Science Kingsborough Community College, CUNY September 2011 – October 2013

SKILLS

• IT Support • Hardware & Software Troubleshooting • Active Directory (Basic) • Ticketing Systems

(Familiarity)

• Cybersecurity Fundamentals (Security+) • Data Entry • System Documentation • Microsoft Windows & Office

• Customer Support • Problem-Solving • Communication • POS & Inventory Systems CERTIFICATIONS

CompTIA Security+

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