Andrew Thompson
Marietta,Georgia
Summary
I.T Professional with 2+ years of experience by way of IT Service Desk/Help Desk Support, currently pursuing a Governance Risk Compliance (GRC) Analyst role, Motivated and purposeful with the skillset to utilize security controls to mitigate vulnerabilities, achieve confidentially, integrity and availability of organizational information, and information systems. Skilled with investigating suspicious activity, ability to read and analyze events using various security toolsets.
Overview
10
10
years of professional experience
Work History
IT SERVICE DESK ANALYST
WellStar Health System Inc
Marietta, GA
11.2022 - Current
- Assisted in development of system security protocols.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
- Assisted with updating technical support best practices for use by team.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Managed approximately 30 incoming calls, emails and faxes per day from customers, End Users
MASTERCARD CYBERSECURITY VIRTUAL EXPERIENCE
MASTERCARD
Remote
01.2024 - 01.2024
- · Completed a job simulation, served as an analyst on Mastercard’s Security Awareness Team
- · Helped identify and report security threats such as phishing.
- · Analyzed and identified which areas of the business needed more robust security training and implemented training courses and procedures for those teams.
GOVERNANCE RISK COMPLIANCE ANALYST/MASTER CLASS
Simply Cyber.io/ Training
Remote
07.2023 - 07.2023
- · Prepared, executed, and reported on audit of subset of NIST SP 800-53 cybersecurity controls to include interview, document review, and testing of systems to support compliance audit activities.
- Knowledgeable on NIST Cybersecurity Framework and how the Identify, Protect, Detect, Respond, and Recover categories comprise and facilitate an information security program.
- · Developed concise, tailored cybersecurity awareness content, improving targeted end-user base cyber hygiene
- Developed Just-In-Time cybersecurity awareness content for emerging threats to reduce operational risk to tailored audiences.
- Semi-quantitatively analyzed cybersecurity risk using NIST SP 800-30 methodology to identify highest risk weaknesses for a system
- Executed threat modeling exercise to determine higher likelihood threat events to inform cybersecurity risk modeling
HELP DESK SUPPORT SPECIALIST
Verizon Wireless
Alpharetta, GA
08.2021 - 11.2022
- Diagnosed and troubleshot hardware, software and network issues.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Helped streamline repair processes and update procedures for support action consistency.
- Oversaw installations of new technology and new personnel training.
- Created user accounts and assigned permissions.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
ASSISTANT MANAGER
Verizon Wireless
Douglasville, GA
04.2018 - 11.2022
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed strategy to increase sales and drive profits.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- · Assisted several store locations finishing in top 10% in Southeast Market
LEAD SOLUTIONS SPECIALIST
Verizon Wireless
Canton, GA
08.2014 - 04.2018
- · Established seamless memorable customer experience, while presenting customer solutions based on uncovered customer needs.
- · Exceed monthly quotas while helping to develop incoming solutions specialist.
- · Increased developing and maintaining effective sales process for store location.
- · Leading deferent sales metrics i.e., small business all-new product lines, district initiatives
- · Accomplishments:
- · Finished top 10% from district/territory monthly sales metrics for six (6) consecutive years.
- · Verizon Winner Circle – Recipient Year over Year Top 10% in sales
- · Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- · Answered customer questions about billing, account issues and upgrade possibilities.
- · Recommended new products and services to customers.
- · Optimized operational productivity and collaborated with staff to share and implement process improvements.
- · Conducted troubleshooting and diagnostic procedures on customer devices.
- · Installed operating systems, set up emails and updated programs.
- · Enhanced customer satisfaction ratings by resolving issues efficiently.
- · Optimized productivity by closely monitoring employee performance and ensuring completion of training processes.
- · Tracked, investigated, and resolved customer questions and issues of varying complexity by phone, email, and in-person.
- · Utilized vendor-provided devices and accommodations to improve product knowledge and understanding.
- · Consulted with solutions manager to drive seamless operations and execution.
- · Performed cost-benefit and needs analysis to meet existing and potential.
- · Customer needs
- · Adhered to and assisted in development of standards and procedures for program reporting and documentation.
- · Created and maintained training manuals, help guides and documentation for use by teammates and clients.
- · Developed and presented recommendations for design and development of applications, business systems and IT solutions.
- Collaborated with internal teams' subject matter experts to resolve solution issues
Education
No Degree - MICROSOFT CERTIFIED: AZURE CLOUD SECURITY
Microsoft
REMOTE03.2024
No Degree - Microsoft Certified: SECURITY COMPLIANCE
MICROSOFT
REMOTE03.2024
No Degree - GOVERENCE RISK COMPLIANCE
GOVERENCE RISK COMPLIANCE MASTERY
REMOTE02.2024
No Degree - CERTIFICATION IN QUALYS VULNERABILITY MANAGEMENT
Qualys
REMOTE07.2023
No Degree - CERTIFICATION IN INFORMATION TECHNOLOGY SUPPORT
GOOGLE
Remote01.2018
Bachelor of Arts - BUSINESS ADMINISTRATION
University of Phoenix
Remote06.2004
Skills
- Firewall, TCP/IP
- Networking: LAN, WAN, MAN, WLAN, VPN, Router
- Vulnerability Management & Detection Response
- Risk Management Framework (RMF)
- NIST Cybersecurity Framework
- PCI Compliance
- CIA Triad
- PCI DSS Framework
- Intrusion Detection System (IDS)
- MITRE ATT&CK framework
- Active Directory
- Azure Active Directory
- CyberArk
- CyberSecurity assessment using the CIA triad
- CyberSecurity Risk Management
- Maturity Assessment using the NIST Cyber Security Framework (CSF)
- Asset Management
- Security Education and Awareness
- Audit across the three lines of defense
- Third Party and Supply chain control assessments
- Identity and Access Management (IAM)
Timeline
MASTERCARD CYBERSECURITY VIRTUAL EXPERIENCE
MASTERCARD
01.2024 - 01.2024
GOVERNANCE RISK COMPLIANCE ANALYST/MASTER CLASS
Simply Cyber.io/ Training
07.2023 - 07.2023
IT SERVICE DESK ANALYST
WellStar Health System Inc
11.2022 - Current
HELP DESK SUPPORT SPECIALIST
Verizon Wireless
08.2021 - 11.2022
ASSISTANT MANAGER
Verizon Wireless
04.2018 - 11.2022
LEAD SOLUTIONS SPECIALIST
Verizon Wireless
08.2014 - 04.2018
No Degree - MICROSOFT CERTIFIED: AZURE CLOUD SECURITY
Microsoft
No Degree - Microsoft Certified: SECURITY COMPLIANCE
MICROSOFT
No Degree - GOVERENCE RISK COMPLIANCE
GOVERENCE RISK COMPLIANCE MASTERY
No Degree - CERTIFICATION IN QUALYS VULNERABILITY MANAGEMENT
Qualys
No Degree - CERTIFICATION IN INFORMATION TECHNOLOGY SUPPORT
GOOGLE
Bachelor of Arts - BUSINESS ADMINISTRATION
University of Phoenix