Cybersecurity-Focused IT Support Specialist

Kevin Lopez

Miami, FL • *************@*****.*** • 786-***-**** • linkedin.com/in/kevinblopez05

Education

MIAMI DADE COLLEGE Miami, FL

B.S. Computer Science, GPA: 3.5 Jan 2025 – Present Relevant Coursework: Java, Linux, cybersecurity fundamentals DADE PREP ACADEMY Miami, FL

High School Diploma, GPA: 3.6, Honor Roll Dec 2024 Certifications

GOOGLE CYBERSECURITY PROFESSIONAL CERTIFICATE

Certified

COMPTIA SECURITY+

In Progress

Experience

AT&T Miami, FL

Business Care Representative (Call Center) May 2025 – Present

• Troubleshoot account, billing, connectivity, and service issues for business customers in a high-volume support environment.

• Follow structured support workflows to diagnose root causes, document steps, and escalate unresolved issues appropriately.

• Apply account verification, privacy practices, and security-aware handling of customer data during each interaction.

• Translate technical and service information into clear step-by-step instructions to improve customer understanding and resolution.

• Use productivity and AI support tools to improve call documentation, research, and response consistency. CRICKET WIRELESS Miami, FL

Sales Manager Sep 2023 – May 2025

• Supported customers with mobile device setup, service activation, SIM/eSIM support, account changes, and basic device troubleshooting.

• Led store operations, inventory control, coaching, KPI tracking, and daily customer issue resolution.

• Trained and mentored team members on customer support workflows, escalation handling, and process consistency.

• Recognized as top district advocate; earned two promotions in one year and recruited and trained new advocates. Skills & Interests

Technical: Hardware/software troubleshooting; connectivity diagnostics; Linux basics; Java basics; cybersecurity fundamentals

Support: End-user support; de-escalation; issue ownership; documentation; SLA/time management; escalation workflows

Security: Account verification; safe handling of customer data; privacy-minded support; basic security best practices Tools: AI support tools; Adobe Photoshop and Illustrator (Certified) Interests: Cybersecurity, IT support, networking, problem solving

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