Brian Golden
Manvel,TX
Summary
Forward-thinking professional and operational generalist. Highly motivated and productive in team environments as well as independently. Employing strong leadership techniques to generate an accomplishment-driven workplace, resulting in employee loyalty, corporate success and client satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Roadside Assistance Technician
Auto Rescue Solutions/Allstate Roadside Assistance
09.2009 - Current
- Assisted customers with roadside automotive needs
- Coordinated and dispatched calls to other employees
- Facilitated tire changing, jump starting, fuel delivery, and lockout services
- Completed automotive diagnostics to ensure accuracy of services and maximize customer satisfaction.
- Demonstrated versatility as a technician by successfully handling various makes and models of vehicles encountered during service calls.
- Maintained a high success rate in resolving vehicle issues on-site, minimizing the need for towing services.
Cyber Security Mentor I
Learning Source
07.2022 - 10.2022
- Part of a team of mentors offering support to students in a Cyber Security program.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Developed trust-based relationships with mentees through active listening and empathetic communication.
- Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
- Collaborated with teachers, counselors and administrators to foster access to resources and support.
- Continually assessed own mentoring performance, seeking feedback from peers and mentees to ensure ongoing personal and professional growth.
Local Area Support Staff
ServerPlus LLC
01.2022 - 09.2022
- Promoted from Tier 1 Residential Support Technician to Local Area Support Staff (LORA) within 8 months due to superior service
- Assisted end users with LAN/WAN connection and email related issues via troubleshooting
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Maintained records, logs, and the lifecycle of work requests
- Investigated and resolved customer concerns and reported unresolved issues to management.
Customer Support Specialist
QVC
09.2020 - 03.2022
- Answered inbound inquiries and analyzed/troubleshooted problems for products
- Communicated information to internal and external customers using clear and concise language
- Consistently met performance and quality benchmarks in professionalism, establishing rapport, and problem resolution.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Driver Associate
Bumblebee Logistics LLC
09.2020 - 01.2021
- Contracted through Amazon to deliver packages to customers within surrounding communities
- Moved boxes up to 50lbs and moved in and out of the vehicle for quick service up to 150 times a day
- Monitored the stock present in the inventory and communicated with the customers in a professional manner.
Education
Certification - Cyber Security -
Southern Careers Institute Inc Powered By Woz-U
Austin, TX12.2021
Information Technology Security and Administration - Certificate -
My Computer Career
10.2020
Skills
- Cyber Security
- Encryption
- Intrusion Detection
- Vehicle Inspection
- Intro to IPS/IDS
- Intro to Linux
- Intro to Python
- Vulnerability Assessments
- Emergency Repairs
- Customer Service
- Safe Driving Practices
- Roadside Assistance
- Incident documentation
- Mechanical Troubleshooting
- Route Navigation
- Automotive Tools Usage
- Paperwork Processing
- Data Collection
- Data Entry
- Report Generation
- Complaint resolution
- Call Management
- Account updating
- Product Knowledge
- Call Center Operations
- Critical Thinking
- Active Listening
- Conflict Resolution
- Microsoft Office Suite
Projects
Vulnerability Report, Summary of a specific weakness in the computational logic found in software and hardware components that, when exploited, results in a negative impact to confidentiality, integrity, or availability. Each vulnerability that is published is assigned a CNE number from a CNE Numbering Authority (CROA), such as MITDE, and the year it was found. The CNE also contains other information about the vulnerability such as product, version, remediation, solutions, tools, etc., 10/20/20 Capture the Flag, Developed Capture the Flag (CTF) environment for exploiting system vulnerabilities for two different operating systems (Windows and Linux) at each level: Critical High, Critical Medium, and Critical Low systems. The overall goal for the project was to support cybersecurity research and development of cyber security skills., 10/20/20
Timeline
Cyber Security Mentor I
Learning Source
07.2022 - 10.2022
Local Area Support Staff
ServerPlus LLC
01.2022 - 09.2022
Customer Support Specialist
QVC
09.2020 - 03.2022
Driver Associate
Bumblebee Logistics LLC
09.2020 - 01.2021
Roadside Assistance Technician
Auto Rescue Solutions/Allstate Roadside Assistance
09.2009 - Current
Certification - Cyber Security -
Southern Careers Institute Inc Powered By Woz-U
Information Technology Security and Administration - Certificate -
My Computer Career
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