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, IN01.2020
Bachelors of Science - Human Resources
Kaplan University
Fort Lauderdale, FL01.2014
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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