Adam Tidwell
Atoka,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Firewall Engineer
Insight (FedEx InfoSec Contractor)
12.2020 - Current
- Configured and Maintained Firewall rules on 20+ different firewall policies to enhance network security.
- Performed risk and vulnerability assessments and provided results and recommendations to senior management.
- Represented company's technical security interests to partners to provide bi-directional flow of technical information and best practices in information security.
- Validated and verified system security requirements definitions and analyzed system security designs.
- Applied leading theories and concepts to development, maintenance, and implementation of information security standards, procedures, and guidelines.
- Provided consultation and technical services on all aspects of information security.
- Performed network troubleshooting to isolate and diagnose common problems.
Customer Experience Manager
Strategic Data Systems (My Navy Career Center)
06.2018 - 12.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Met all customer call guidelines including service levels, handle time and productivity of 95% or greater.
- Implemented corrective plans of action for network performance issues including availability, utilization, and latency.
- Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
Hospital Corpsman
United States Navy
05.2013 - 05.2018
- Transported sick and injured and conducted preliminary physical examinations.
- Provided emergency medical care, including conducting physical exams and interviews to gain medical history and relevant health data.
- Assisted 800+ Marines in returning to full duty, cutting downtime and expenses.
- Filled prescriptions and maintained pharmacy stock.
- Provided leadership, delegation and exceptional medical service in high-pressure situations.
Education
High School Diploma -
University Of Memphis
Memphis, TN05.2022
Skills
- MS Office
- Complaint resolution
- Report preparation
- Technical Analysis
- Hardware Knowledge
- Technical Support
- Web Security
- User support
- Project organization
- Problem resolution
Certification
Secret Security Clearance
Timeline
Firewall Engineer
Insight (FedEx InfoSec Contractor)
12.2020 - Current
Customer Experience Manager
Strategic Data Systems (My Navy Career Center)
06.2018 - 12.2020
Hospital Corpsman
United States Navy
05.2013 - 05.2018
High School Diploma -
University Of Memphis
Hobbies and interests
In my spare time I enjoy camping, fishing, and riding trails with my dogs.
I also enjoy playing golf, car maintenance, and spending time with my family.