jessica claire resumesampleexamplecom 555 4321000 100 montgomery st 10th floor professional summary highly motivated passionate cyber security graduate solid understanding networking well cyber security concepts hands experience various networking security tools objective thinker adept interfacing personnel levels drive business values analytical thinking open communication good problemsolving eager learner passionate solving problems producing results thrive challenges focus business priorities diverse team dynamics skills technical proficiencies proficient scanning vulnerabilities using nmap log analysis using splunk malware analysis proficient vulnerability analysis forensics analysis proficient nmap familiarity using kali linux familiarity python soft skills great communicator team player problem solver critical analytical thinker adaptability leadership selfmanagement education forensics network intrusion examined suspicious files using static analysis motet malware analysis analyzed suspicious secure network design ethical hacking secure network design information securing assurance threat hunting western governors university salt lake city ut master science cyber security information assurance itt technical institute owings mills md bachelor science information systems security itt technical institute owings mills md associates science computer networks certified ethical hacker ceh computer hacking forensics investigator certification chfi work history marco technologies network systems engineer minnetonka mn 082021 current performing log analysis various sources including hostbased networkbased logs troubleshooting investigating various day day client server related incidents triage high level incidents sme incident management responsible monitoring network various logs including triage investigation communications reporting analyzed packet captures determine network performances irregularities perform network traffic failovers failbacks network investigations maintenance documented activities incident provide support incident life cycle coordinated thirdparty security information event management siem providers maintain protections predict threats offered preventive training harden personnel intrusion vectors phishing ransomware used critical thinking break problems evaluate solutions make decisions validated verified system security requirements definitions analyzed system security designs monarch investment management group support analyst cleveland oh 112018 082021 provide worldclass productivity restoration services progressives internal external customers technical issues provide technical recommendations squad lead backup squad members resolve enduser technical issues participate lean problem solving key team member improve itsd frontline processes experimentation designed proofofconcept initiative allow frontline technicians access mfa phone pin reset resulting reduced average handle time aht 15 minutes per call less minutes tangible costsavings 160 per mincustomer 15min x 160 2400 per customer 3min x 160 480 per customer improved customer experience promoted rewriting knowledge based articles kbas adopt clear techtested star format based approach approach conducted deep dives find costeffective solutions increase customer value reduce aht average call waiting reviewing itsd reps problem ticket experience created problem ticket experiments measure current kbas newly proposed starbased created proble format kbas via voc frontline techs monitored helpdesk responded incoming tickets address support needs performed troubleshooting network connectivity byod bring device participants confirming successful connectivity byod policy compliance broke evaluated user problems using test scripts personal expertise probing questions helped streamline repair processes update procedures support action consistency supported users software hardware network issues nfm lending support desk lead city state 062013 072017 responsible maintaining key business applications systems across company provided technical support executive branch ensuring devices always secure available designed streamlined approach handle daily service support task resulted meeting slas external internal client meeth monitor network security breaches performed log management analyzing logs various networkbased devices hostbased firewall logs abnormalities successfully directed ontime onbudget completion companywide upgrade windows 10 office 365 impacting 200 onsite staff 500 ends users country wide initiated transformative policies designed harden system security including enhanced measures password requirements user access collaborated development teams discuss analyze resolve usability issues performed security administration tasks smooth enduser remote access used advanced technical knowledge troubleshooting skills diagnose problems desktops mobile devices applications peripheral equipment directly supported inhouse service ticket software nonemergency userrelated issues worked thirdparty vendors resolve issues hardware software covered annual maintenance agreements supported maintained user account information troubleshot various technical issues dealing printers network phone systems followed clients verify optimal customer satisfaction following support engagement problem resolution patched software installed new versions eliminate security problems protect data maintained servers systems keep networks fully operational peak periods additional information awards recognition administrative person year award 2017 nfm engaged employee month december 2017 national honors tech society award recipient advocate itsd frontline team access mfa management 2019 top customer service recognition perfect csat scores itsd 2020