Cisco Certified

Keonna C. Knowles

940-***-**** 936-***-**** **********@***.*** Aubrey, TX 76227

PROFESSIONAL OBJECTIVE

Motivated Information Technology student pursuing an Associate of Science degree, with a concentration in Cybersecurity and hands-on training through the Cisco Networking Academy. Recently earned CCNA: Introduction to Networks and Expected to earn CCNA 2 Cisco certifications and seeking an entry-level position as an IT Customer Service Technician, Help Desk Technician, or Remote Technical Support Specialist. Dedicated to providing high-quality technical assistance, developing secure and reliable network solutions, and continuing to build a strong foundation for a long-term career in information technology and cybersecurity. RELEVANT EXPERIENCE

Action Behavior Centers - Frisco, TX April 2024 - July 2025 Early Intervention Autism Specialist - ABA Registered Behavior Technician

● Providing high quality early intervention therapy in a center- based setting

● Shaping the minds and behavior of children in early childhood

● Collecting accurate data and implementing individualized treatment plans created and closely supervised by Board Certified Behavior Analysts, for each child

● Applying the principles of one-on-one ABA therapy to help children with Autism reach their full potential

G.E. Appliances - Remote March 2022 - January

2024

Appliance Troubleshooting Specialist

● Handled more complex appliance troubleshooting issues before sending a technician out to customers’ home for service.

● Use GE’s internal systems to look at model-specific troubleshooting steps.

● Help reduce unnecessary service visits by repairing issues over the phone.

● Explain product use, maintenance, and safety instructions to consumers who are not familiar with their new product.

● Sometimes support via chat or email troubleshooting. Liberty Mutual - Memphis, TN

Insurance Assistant Representative November 2020 - February 2022

● Contributed outstanding customer service to all customers

● Quickly identifying customers’ needs while educating them on products and services we offer

● Researching and resolving complex issues on behalf of customers, companies, and vendors

● Preparing insurance documents, policy information, and files for additional handling

● Perform various supportive duties such as responding to internal and external requests regarding account information

Sevita - Poplar Bluff, MO

Certified Medication Technician July 2018 - August 2020

● Prepare proper dosage and administer oral and topical medications to residents

● Supervising self-administrations medication or performing medication reminders

● Accessing Medication Administration Record (MAR) to verify right person, drug, dose, route, and time against individual’s record

● Maintaining resident confidentiality

● Appropriately documenting vital signs, interventions, or other data related to medication administration

● Observe and report to supervising nurse of any issues Direct Support Professional April 2017 - June 2018

● Prior to my promotion to Certified Medication Technician, I promoted and supported individuals with intellectual and/or physical disabilities

Regions Financial Bank - Memphis, TN

Professional Phone Banker May 2015 - March 2017

● Answer customer questions, resolve issues, and provide solutions to ensure an effortless banking experience

● Become knowledgeable in a wide range of banking products and services, guide customers toward their financial goals

● Demonstrate the company’s core values in every interaction

● Use effective communication skills, verbal and written, and basic computer system navigation Benjamin L Hooks Public Library– Memphis, TN

Help Desk Specialist January 2013– April 2015

● Provided high-quality assistance to library patrons, averaging 550 per day

● Performed all circulation desk procedures, including checking in and checking out library materials

● Performed clerical work, including organizing and re-shelving books

● Handled requests from other libraries, and processed requests from users to borrow materials from external libraries

EDUCATION

North Central Texas College - Denton, TX May 2027

Associate of Applied Science Degree in Cybersecurity CERTIFICATIONS

Cisco Networking Academy- Online October 2025

Cisco Certified Network Associate

Cisco Certified Network Associate in Switching, Routing, and Wireless Essentials December 2025 TECHNICAL SKILLS

● Hardware and Software Troubleshooting

● Network, Network Device, and End Device Configuration and Management

● Operating Systems: Windows, macOS, Linux

● Active Directory Administration

● TCP/IP Networking, Inter-VLANing, and Subnetting

● Network Security Fundamentals

● Firewall, Router, Switch Configuration

● Virtualization Technologies (VMware, Oracle, Fedora41, VirtualBox)

● Help Desk Support and Ticketing Systems

● Remote Desktop Support Tools

● Incident Response and Cybersecurity Practices

● System Installation and Maintenance

● Microsoft 365 Administration and Support

● Command Line and Scripting (PowerShell, CLI Basics, C programming)

● Technical Customer Service and Communication

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