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EMAIL AVAILABLE  PHONE NUMBER AVAILABLE  LinkedIN  CredlyCYBER SECURITY ANALYST/IT SPECIALISTExperienced professional with a track record in technical support, troubleshooting network issues, training users, and increasing productivity. Expertise in customer service, problem-solving, and adapting to changing environments.CORE STRENGTHSEnd-user support  Adaptability and flexibility  Microsoft Windows and Linux Operating Systems  Continuous learning and knowledge sharing  Active Directory User and Group Policy ManagementCERTIFICATIONSCompTIA A+, Network+, Security+, Linux+, IT Operations Specialist (CIOS), Secure Infrastructure Specialist (CSIS), Systems Support Specialist (CSSS), Linux Network Professional (CLNP)  Cisco CCNA  Microsoft Azure FundamentalsWORK EXPERIENCEXenial Systems Inc., Lansdale, PA Dec 2017 - presentTier-2 Technical Support RepresentativeCloud platform provider for enterprise restaurants.Provided technical support to users, resolving 95% of system and network issues within the agreed-upon SLA, leading to increased user satisfaction.Oversee issues consisting of register failures, network outages, offline servers, store-wide system outages, software deployment issues & data upgrades and recoveries.Demonstrate communication skills with active listening and questioning in formal and informal settings to communicate effectively with all collaborators.Using Linux Terminal for device installations and setup.Resolved 20-25 plus tickets daily via phone, email, and SMS.Used Salesforce ticketing system to document and track hardware support calls.Received the Commitment & Accountability Award in 2021.EDUCATIONDeVry University, Fort Washington, PA 2020Bachelor of Science in Network & Communications ManagementConcentration on Cisco Networking Fundamentals.Academic Project ExperienceRisk Management for Cyber Security- Designed Disaster Recovery Plan for an organizations network operation.Networking- Implemented routing protocol for two office locations on opposite sides of a city.Wireless Networking- Evaluating Security-Related WLAN Problems.TECHNICAL ABILITIESSecurity awareness training  Vulnerability scanning  Security event monitoring and analysis  Incident response and remediation  Threat and vulnerability research and evaluation  Cross-functional collaboration  Virtualization (VMWARE & Hyper-V)  Risk assessment and mitigation  Intrusion detection and prevention systems (IDS/IPS)  Encryption and data protection  Endpoint-network-cloud security  Identity and access management (IAM)  Compliance and regulatory frameworks  Payment Card Industry (PCI-DSS)  Data Loss Prevention systems (DLP)  Security information and event management (SIEM)  Cybersecurity incident management and reporting  Familiar with scripting languages (SQL, Python, Shell & Bash)  CISCO ASA firewall configuration  MDM (Intune)  Network infrastructure (router, switch, firewall, VPN & etc.)  Network protocols (TCP/IP, DNS, DHCP, SSH, OSPF & etc.).COURSESCourseraMicrosoft Windows Defender, and Firewall for Beginners  Aug 2023.Analyse Network Traffic with TCPDump  Aug 2023.UdemyWireshark: Packet Analysis and Ethical Hacking: Core Skills  Mar 2024.MS-900 Exam Prep: Microsoft 365 Fundamentals Course  Mar 2024.Implementing the NIST Risk Management Framework (RMF)  Jan 2024.