Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Aloysius Walah

White Bear Lake,MN

Summary

Resourceful IT Support Engineer possessing in-depth knowledge of troubleshooting, system administration and network management. Demonstrated ability to resolve complex technical issues swiftly and effectively, improving operational efficiency. Strong communication skills foster productive relationships with diverse teams. Previous impact includes streamlining processes and enhancing system performance across multiple organizations. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Assistant Customer Service Manager

Halls Consulting LLC
Columbia, OH
08.2020 - 11.2024
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Updated databases with new and modified customer data.
  • Ensured compliance with industry regulations regarding customer relations.
  • Created reports outlining customer service metrics and trends.
  • Monitored customer service performance against established standards.
  • Developed strategies for resolving conflicts between customers or between customers and staff members.
  • Analyzed data to identify opportunities for improvement in service delivery.
  • Analyzed customer feedback data to identify trends and opportunities for improvement.
  • Assisted customers with inquiries, complaints and feedback.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
  • Supervised and trained customer service team members to provide exceptional service, driving retention, and satisfaction.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.

Cybersecurity Consultant

M.B.A Tech Solutions.
Beltsville, MD
08.2017 - 03.2020
  • Configured, maintained, and monitored computer systems for optimal performance.
  • Assisted customers with troubleshooting software and hardware issues.
  • Provided remote assistance to end-users when needed.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Created user accounts in Active Directory while maintaining proper security protocols.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Assisted users with password resets and account lockout resolutions.
  • Monitored ticketing system queues for incoming requests from customers.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Trained end-users and internal staff on new technologies and system updates.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.
  • Collaborated with engineering and product teams to identify and rectify recurring technical issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Evaluated software or hardware to recommend improvements or upgrades.

Cybersecurity Analyst

TORCH TECH consulting LLC
, AZ
05.2012 - 06.2017
  • Conducted vulnerability scans using automated tools to detect any weaknesses in the system.
  • Responded promptly to cyber incidents by analyzing attack signatures, isolating affected systems, and restoring normal operations.
  • Implemented firewalls and other security measures to protect data from external threats.
  • Reviewed audit logs daily for unusual activity or patterns that could indicate an attempted breach or attack.
  • Analyzed network traffic logs, firewall logs, intrusion detection system alerts, and antivirus reports to identify potential threats.
  • Installed patches and upgrades on a regular basis as part of ongoing maintenance efforts.
  • Provided training on various topics related to cybersecurity awareness and best practices.
  • Updated existing processes and procedures related to cybersecurity best practices regularly.
  • Participated in risk assessment exercises designed to identify areas of vulnerability within the organization's IT infrastructure.
  • Maintained up-to-date knowledge of evolving cybersecurity trends and technologies.
  • Developed and implemented security policies and procedures to protect the company's assets from unauthorized access.
  • Performed regular system audits of all network resources to ensure compliance with corporate security policies.
  • Monitored user activities on the network for suspicious behavior or malicious activity.
  • Updated computer security policies and procedures upon learning of new risks.
  • Designed, implemented, and maintained security systems and controls.

Customer Care Representative

MTN mobile Communications
Johannesburg
01.2008 - 05.2010
  • Maintained up-to-date knowledge of company products, services, and promotions.
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Processed orders accurately and efficiently according to established procedures.
  • Ensured compliance with data protection regulations when handling customer information.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Answered customer inquiries over the phone and via email.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Gathered customer feedback to suggest improvements for products and services.
  • Resolved customer complaints promptly and professionally.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Recommended potential products or services after analyzing customer needs.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Promoted available products and services to customers during service, account management and order calls.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Contacted customers about potential service upgrades, new services and account changes.

Education

MBA - Business Administration And Management

University of Johannesburg
South Africa
09-2011

Skills

  • Troubleshooting
  • Organization and time management
  • Good Telephone Etiquette
  • Project planning
  • Security patching
  • System performance optimization
  • Application installations
  • Software updating
  • Remote support
  • Software deployment management
  • Helpdesk services
  • Data recovery
  • Network security
  • Penetration testing
  • Risk assessment
  • Patch management
  • Compliance monitoring
  • Vulnerability assessment
  • Phishing detection
  • Identity and Access management
  • Access control
  • Incident response
  • Technical support
  • Administrative support
  • Document formatting expertise
  • Microsoft Excel and PowerPoint
  • Microsoft Azure

Certification

  • CompTIA Security+
  • Certified Scrum Master.

Timeline

Assistant Customer Service Manager

Halls Consulting LLC
08.2020 - 11.2024

Cybersecurity Consultant

M.B.A Tech Solutions.
08.2017 - 03.2020

Cybersecurity Analyst

TORCH TECH consulting LLC
05.2012 - 06.2017

Customer Care Representative

MTN mobile Communications
01.2008 - 05.2010

MBA - Business Administration And Management

University of Johannesburg

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Aloysius Walah