Overview
Work History
Education
Skills
Awards
Timeline
Generic

Rhoda Burrage

Knoxville,Tennessee

Overview

24
24
years of professional experience

Work History

Hacked Account and High Risk Associate

TikTok
Remote, TN
06.2021 - Current
  • Confirmed and validated usernames for account security.
  • Locked accounts when appropriate to prevent unauthorized access.
  • Requested VAOs and sent macros for processing.
  • Collaborated with users on VAO success or denial, requesting bindings when required.
  • Updated bindings and conducted ID verification to ensure data integrity.
  • Removed bans and unlocked accounts while documenting full remarks.

Cybersecurity Analyst Intern

Purdue Global Master's-Level Internship Program
10.2019 - 01.2020
  • Achieved Cybersecurity training certificate to enhance expertise in the field.
  • Collaborated with team members on cybersecurity projects during weekly meetings.
  • Utilized knowledge of security infrastructure, audits, hacking techniques, and pentesting tools.
  • Tracked traffic using WordPress to identify vulnerabilities; implemented 2FA and vulnerability scanning.
  • Completed Essential Security against Evolving Threats (ESET) cybersecurity training program.
  • Applied Kleopatra email encryption with key pairs for secure communications.

Business/Testing Analyst

Accenture
Louisville, TN
07.2018 - 01.2020
  • Analyzed current and future state workflows, producing comprehensive gap analysis reports.
  • Developed Functional Requirement Documentation through mockups created in Axure RP.
  • Created UML diagrams including Use Cases, Activity Diagrams, and Sequence Diagrams using Microsoft Visio.
  • Utilized BluePrint and Requirement Quality Analyzer tools to formulate quality user stories for product backlog.
  • Managed user stories and estimations using JIRA for efficient tracking.
  • Facilitated scrum ceremonies such as sprint planning, reviews, and retrospectives as scrum master.

Project Support/Technical Support

Elavon
Knoxville, TN
08.2017 - 12.2017
  • Resolved customer technology issues in a fast-paced call center environment.
  • Uninstalled and reinstalled software applications on various Point of Sale systems.
  • Addressed username and password inquiries to ensure user access.
  • Executed terminal troubleshooting, including software downloads and updates for 3000+ end users.
  • Assisted members with claims, invoices, refunds, and Payment Card Industry (PCI) inquiries.

Benefits Specialist

CVS Health
Knoxville, TN
11.2013 - 07.2017
  • Managed inbound and outbound calls for client support.
  • Placed pharmacy orders for members efficiently.
  • Ensured compliance with Federal and State laws, including HIPAA and OSHA regulations.
  • Sought opportunities to enhance clinical, technical, and insurance expertise.
  • Mentored new department employees to foster professional development.
  • Reviewed and updated policies to ensure alignment with state and federal legislation.

Sales and Chat Supervisor Online

Jewelry Television
Knoxville, TN
12.2001 - 11.2013
  • Managed daily operations for up to 300 call center agents using workforce management tools, ACD, and RTA.
  • Facilitated real-time internal communications among call center staff and leadership regarding meetings and training.
  • Led meetings with Call Center Management Team to prepare for daily operational events.
  • Developed data-driven recommendations to enhance employee performance and results.
  • Reconciled attendance records with employee timesheets to ensure accurate reporting.
  • Oversaw 25 sales agents and 15 chat agents while coaching and implementing incentive programs.

Education

Masters of Science - IT, Security Assurance

Purdue University Global
West Lafayette, IN
01.2020

Bachelors of Science - Human Resources

Kaplan University
Fort Lauderdale, FL
01.2014

Skills

  • Windows operating systems
  • MySQL database management
  • API integration and development
  • R programming
  • Visio diagramming
  • Security analysis tools
  • Traffic analysis
  • Data integrity
  • Account security

Awards

  • Supervisor of the Month
  • Personal and group recognition for my help implementing a line of business

Timeline

Hacked Account and High Risk Associate

TikTok
06.2021 - Current

Cybersecurity Analyst Intern

Purdue Global Master's-Level Internship Program
10.2019 - 01.2020

Business/Testing Analyst

Accenture
07.2018 - 01.2020

Project Support/Technical Support

Elavon
08.2017 - 12.2017

Benefits Specialist

CVS Health
11.2013 - 07.2017

Sales and Chat Supervisor Online

Jewelry Television
12.2001 - 11.2013

Masters of Science - IT, Security Assurance

Purdue University Global

Bachelors of Science - Human Resources

Kaplan University

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Rhoda Burrage