Corey Bradley
Avondale Estates,GA
Summary
Technical support and cybersecurity professional with experience resolving customer issues, tracking incidents, and performing root-cause analysis. Monitor alerts and document troubleshooting actions in CRM systems. Analyze complaint trends and service data to identify recurring problems and drive service process improvements.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Tech Support/Customer Support Specialist
Cox Automotive
Atlanta, Georgia
11.2024 - Current
- Resolved customer problems through phone, email, and chat support.
- Supported Cox Automotive dealer customers with account and product questions.
- Ensured clear and respectful communication with customers across Cox Automotive support interactions.
- Evaluated customer complaints for quality assurance tied to product quality or service delivery.
- Examined complaints and service patterns to uncover and resolve recurring issues.
- Collaborated with third-party vendors to resolve escalated customer issues.
- Stayed calm and patient during difficult situations while using de-escalation methods.
- Followed up with internal teams on service requests and issue status.
- Recorded request trends to aid in problem identification to identify potential problems and areas for improvement.
- Collected and analyzed data for operational planning to inform decision-making.
- Completed workflow, space design, and cost comparison analysis.
Cybersecurity Specialist 1 (GRC),
Georgia Technology Authority
Atlanta , GA
01.2023 - 07.2024
- Monitored Georgia State network alerts for suspicious activity and security events.
- Reviewed incidents across agency systems and documented response actions to enhance incident management.
- Reviewed system logs regularly for suspicious activities or anomalies that may indicate an attempted breach.
- Investigated computer security incidents as they occurred, analyzed root cause of incidents, documented findings and recommended corrective actions.
- Performed security assessments on new technologies to identify potential threats and vulnerabilities in the system.
- Created reports detailing current cybersecurity measures to provide visibility and ensure compliance across the organization.
- Prepared security reports to inform leadership and support state oversight reviews.
- Trained staff on phishing awareness and secure password practices.
- Provided guidance on cyber security awareness training for employees at all levels of the organization.
ENGINEER II NETWORK PERFORMANCE
VERIZON WIRELESS
HOUSTON, TX
01.2019 - 01.2022
- Oversaw the troubleshooting and restoration efforts for all regional CDMA, LTE, and EBH network elements to improve regional network element performance by resolving and improving mean time to resolve issues impacting VZW network services.
- Troubleshot network issues through alarm verification, remote resolution, and data trending, streamlining issue resolution processes.
- Monitored Key Performance Indicators (KPIs) and System Alarms on regional switch and data network elements, ensuring rapid response to network performance issues.
- Supported Field Engineers in integrating new equipment into network, enhancing deployment efficiency.
- Worked with the customer and internal engineers to design and implement complex solutions to measure and improve network performance.
- Ran standardized diagnostics and reports from networking tools used to baseline network element performance, i.e., RTT (1x, EVDO, LTE, EBH), ALPT
- Monitored HGC for influxes in 4G/5G
ENGINEER I SYSTEM PERFORMANCE
VERIZON WIRELESS
ALPHARETTA, GA
01.2018 - 01.2019
- Communicated analysis results to clients and coworkers to inform decision-making and project direction.
- Performed testing to determine functionality or optimization.
- Coordinated technical investigations and testing with appropriate regional, area, and HQ functions
- Provided technical analysis, troubleshooting, and training assistance to markets and regions.
- Identified network/applications issues and provided detailed information on how to set up/configure data and voice products
- Troubleshot Verizon Wireless LTE and 5G service issues across sites
- Monitored Verizon Wireless network performance using engineering dashboards
- Coordinated Verizon Wireless field teams during equipment installations
- Reviewed Verizon Wireless alarms and resolved network faults
- Supported Verizon Wireless network design for wireless infrastructure upgrades
CUSTOMER CARE SERVICE REPRESENTATIVE
VERIZON WIRELESS
ALPHARETTA, GA
01.2017 - 01.2018
- Resolved customer complaints regarding sales and service.
- Resolved service issues through device troubleshooting and network support
- Assisted Verizon Wireless customers with billing, plan, and account questions
- Processed plan changes, activations, and disconnect requests
- Explained wireless features, promotions, and service options clearly
- Assisted customers in setting up payment arrangements to manage their accounts and billing corrections with accuracy
- Escalated complex issues to technical and account support teams
- Maintained professional service during high-volume customer calls
- Answered customer inquiries via telephone and email in a professional and courteous manner.
ASSOCIATE NETWORK OPERATIONS CENTER (NOC)
VERIZON WIRELESS
SOUTHLAKE, TX
01.2015 - 01.2017
- Executed daily operational tasks with precision to ensure seamless network operations.
- Performed testing and analysis of relevant key performance indicators on data network elements such as LTE, EVDO, VoLTE
- Performed system health checks to confirm network stability, opened remedy tickets, tracked issues, and logged into routers to the status router for system stability
- Conducted standardized diagnostics and generated performance reports to assess network health.
- Processed, reported, and resolved tower light NOTAM to identify when towers have malfunctioned, issues
- Utilized various software and tools to streamline processes and optimize performance.
- Worked with cross-functional teams to achieve goals.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
BUSINESS GOVERNMENT COORDINATOR OF OPERATIONS
VERIZON WIRELESS
ALPHARETTA, GA
01.2014 - 01.2015
- Analyzed complex processes, systems, and customer issues to provide strategic recommendations, integrating customer needs and compliance requirements
- Delivered resolution support to multiple business customer types, adapting to their varying needs and requirements.
- Delivered customer product support and resolved technical issues to enhance customer satisfaction
Education
Associate of Arts -
Comptia
Atlanta06-2023
Associate of Arts -
Pre Schols
Atlanta, GA07-2022
High School Diploma -
BREMEN
Chicago, IL05-1997
Skills
- Software: MS Office Applications Word, Excel, PowerPoint, Access; Google Suite (G Suite): Google Earth, Google Docs, Google Calendar
- Networking: LAN & VPN/Remote Connectivity, TCP/IP, IP Routing, MPLS, VPLS, L2/L3 VPNs, QoS, Scripting languages, Data analysis, Call center support, Site Traker, FUZE, WYNN, Actix, Visual documentation, Help desk software, Incident management, Database management, Windows, Remedy, VMWare, Technical troubleshooting, Mtask, Real-Time Tool, Customer feedback, Xing, Pivot
- NOC Technology: Samsung USM, Nokia, Lucent, Ericsson, Motorola
- Ticket resolution
- CRM case management
- CRM expertise
- Data reporting
- Issue prioritization
- Ticket management
- Help desk support
- Technical documentation
- Cybersecurity knowledge
- Staff training
Personal Information
Title: Results-Driven Engineer
Certification
2022 CompTIA A+ CERTIFIED,, 2022 CompTIA SECURITY+ CERTIFIED, 2022 CCNA CERTIFIED
Timeline
Tech Support/Customer Support Specialist
Cox Automotive
11.2024 - Current
Cybersecurity Specialist 1 (GRC),
Georgia Technology Authority
01.2023 - 07.2024
ENGINEER II NETWORK PERFORMANCE
VERIZON WIRELESS
01.2019 - 01.2022
ENGINEER I SYSTEM PERFORMANCE
VERIZON WIRELESS
01.2018 - 01.2019
CUSTOMER CARE SERVICE REPRESENTATIVE
VERIZON WIRELESS
01.2017 - 01.2018
ASSOCIATE NETWORK OPERATIONS CENTER (NOC)
VERIZON WIRELESS
01.2015 - 01.2017
BUSINESS GOVERNMENT COORDINATOR OF OPERATIONS
VERIZON WIRELESS
01.2014 - 01.2015
Associate of Arts -
Comptia
Associate of Arts -
Pre Schols
High School Diploma -
BREMEN