SKILLS

Risk Assessments including analyzing security threats and vulnerabilities, Technical Troubleshooting, Software Installs/Upgrades/Downgrades, Access Control, Firewalls, System Development Life Cycle & Software Development Life Cycle (SDLC), Networking/LAN/WAN/Cisco, Penetration Testing, Cloud Computing, Security Controls, Intrusion Detection, VPN Configuration, Network Architecture, Routers/Switches, SaaS

 

TECHNOLOGY

MySQL, Linux/Unix, Java Programming, VMWare, Node.js, Wireshark, Nmap, Kali Linux, TCP/IP, Oracle Database

 

EDUCATION

Walden University (M.S.) Master of Science, Information Technology-Information Assurance and Cybersecurity; Graduation May 2018

University of North Carolina at Charlotte (B.A.) Bachelor of Arts, Criminal Justice 1999

 

WORK HISTORY    

Software Support Specialist, Tier I (Work at Home)

Diagnose, Troubleshoot and resolve a wide range of software issues

Asking probing questions, research and rectify problems

Partner with Tier II help desk peers to resolve complex issues that require escalation

 

Applications: Citrix, Salesforce

Browsers: Chrome, Safari, Firefox, MS Edge, Internet Explorer

Hardware: PC’s, Laptops, Mobile Devices

Platforms: MAC, Windows

Software: LiveLook, Screen Share, Microsoft Office 365

 

Jackson-Hewitt, Tax Specialist (Charlotte, NC) 2016- 2017

Tax interviews and mitigating clients’ tax liability

Completing accurate tax returns and handle all customer service issues and interactions

Upselling of tax refund related services

Assist with employee scheduling and generates various reports

 

Metro Staffing, HR Staffing Coordinator (Charlotte, NC) 2016- 2017                 

Assisted with orientation and coordinates the completed all on-boarding, including new hire paperwork

Processed and tracked customer required drug testing, background checks, and security clearance paperwork

Audited time sheets for accuracy

Processed weekly payroll making corrections and rate changes as needed.

Prepared and submitted invoices for processing

Applications used Microsoft Office 365, Outlook

 

Designer Luxe Bags, E-Commerce Consultant Charlotte, NC) 2009-2016

Tracked site statistics

Optimized SEO to bring greater traffic

Focused on bottom line growth for the company

Created strategies and guided client through well detailed plan

 

Comcast, Technical Support Specialist (Charlotte, NC) 2011

Troubleshooting customer questions and problems in a diverse high-energy call center

Discerned nature of customer and directed to areas of technical support

Executed relationship-selling strategy of products and services

Scheduled installations of new services

 

Family Dollar Corporate Office, Sales Auditor (Matthews, NC) 2008-2010

Reconciled Store Bank Accounts

Cash, Check, Credit Card Reconciliations

Resolved Discrepancies with Store Personnel

 

Organizations

United Nations Association-Western North Carolina

Member

Walden Women in Technology

Member