IT & Cybersecurity Support Specialist

FOREST TYRONE HAYWARD JR.

Baltimore, MD Metropolitan Area 667-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Results-driven IT & Cybersecurity professional with 20+ years of experience spanning hands-on technical support, multi-user network/systems troubleshooting, fraud recovery leadership, and technical training. Leverages extensive knowledge of TCP/IP, DNS, Linux/Windows operating systems, and hardware deployment to maintain high availability in fast-paced operational environments. Skilled in root-cause analysis, SOP creation, ticket escalation, and translating technical concepts for non-technical audiences.

CORE COMPETENCIES

Technical Support & Hardware: PC Repair & Maintenance, Hardware Deployment, Peripherals, Asset Tracking, Equipment Liquidation

Networking & Infrastructure: TCP/IP, DNS, DHCP, SSL, OSI Model, Routers/Switches, Firewalls, Wireless Networks

Systems Administration: Windows OS, Linux, macOS, Active Directory, Client/Server Environment Support, System Logs

Operations & Leadership: SOP Development, Root-Cause Analysis, Project Coordination, Incident Escalation, Technical Training

TECHNICAL SKILLS

Networking & Protocols: TCP/IP, DNS, DHCP, SSL, OSI Model, Wireshark, Snort, Cisco CLI fundamentals

Operating Systems & Software: Windows Server/Desktop, Linux (Ubuntu/Kali), macOS, Microsoft Defender, Splunk, IBM QRadar

IT Support & Diagnostics: Nmap, Nessus, Peripheral Diagnostics, Enterprise Ticketing Systems, Inventory Tracking Systems

PROFESSIONAL EXPERIENCE

Amazon Baltimore, MD

Tier 1 Warehouse Employee (11/2025 – Present)

Perform daily high-volume warehouse operations in a fast-paced, high-availability fulfillment environment, strictly adhering to safety and quality SOPs.

Utilize proprietary enterprise inventory management technology, computer-based tracking systems, and RF hand scanners to monitor and manage product movement and workflow activities.

Troubleshoot routine hardware, scanner, and operational system issues directly on the floor; perform initial diagnostic checks and escalate technical issues to OpsTech IT when advanced support is required.

Collaborate with cross-functional team members and leadership to maintain site productivity standards, analyze operational bottlenecks, and support continuous process improvement.

Teleperformance Henrico, VA

Property & Casualty Pre-License Trainer (04/2014 – Present)

Directed a team of 8 trainers supporting dynamic classes of 20–40 professionals simultaneously in a multi-user technical learning environment.

Authored and standardized detailed SOPs for technical onboarding, significantly accelerating system readiness and reducing new-hire setup friction.

Evaluated technical readiness and training metrics to generate analytical reports, directly driving continuous improvement initiatives.

Capital One Glen Allen, VA

Fraud Recovery Leadership (01/2010 – 03/2014)

Managed high-stakes fraud recovery investigations mitigating ~$500,000 in monthly organizational exposure while managing a team of 80 employees.

Conducted extensive root-cause analysis on system and account anomalies, documenting technical findings and presenting recommendations to senior management.

Ensured 100% compliance with corporate security policies and regulatory risk standards.

T-Mobile Richmond, VA

Technical Support Representative (01/2008 – 06/2010)

Delivered end-to-end technical assistance for 120+ customers daily, troubleshooting mobile hardware, firmware, network connectivity, and operating system errors.

Diagnosed client-side network issues including DNS/IP configuration faults, SIM authorization errors, and hardware malfunction.

Consistently recognized with monthly and annual service excellence awards for high resolution rates and customer satisfaction.

West Corporation Rocky Mount, NC

Operations Trainer (04/2004 – 01/2008)

Facilitated bi-weekly technical and operational training modules for cohorts of 20–30 employees.

Assisted in creating standardized documentation, reference guides, and technical walkthroughs to support daily workflow execution.

EDUCATION

University of Maryland Global Campus (UMGC)

Master of Science in Cybersecurity 2024

Master of Science in Cyber Forensics 2026

Bachelor of Science in Cybersecurity (Minor: Homeland Security) 2022 • GPA: 3.95 • Dean's List • President's List

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