Cory Palen
Phoenix,AZ
Summary
Accomplished Support Technician with two years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Support Technician
365 Managed IT
09.2022 - Current
- Install, configure, triage, troubleshoot, and manage security solutions for the IT environments of a full spectrum of public and private companies.
- Deploy Cybersecurity tools (Cybersecurity Training, Phishing Simulations, Advanced Email Threat Protection); analyze risk and compliance.
- Member of Incident Response Team reacting to security compromises, investigate phishing emails and escalations, provide remediation; as well as using lessons learned to improve Cybersecurity controls.
- Python script developer for SOC applications and zero trust antivirus programs.
- Collaborate with team to review current and potential threats; solve complicated issues involving new network setups and vulnerabilities; mentor new IT staff
- Maintained network connectivity of workstations, servers and network devices.
- Worked with teams to develop company-wide information assurance, security standards and procedures.
- Created standardized incident response program to outline immediate and consistent remediation of security breaches.
- Used ticketing systems to manage and process support actions and requests.
Manager
Walmart
06.2018 - 09.2022
- Supervise team of 100+ employees, promoting a positive work atmosphere.
- Create weekly schedules based on sales forecasts to ensure adequate coverage.
- Interview, onboard, train new team members on workflow and service standards.
- Accurately process cashflow and credit transactions.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT06-2024
Associate of Science - Computer Science
Lewis And Clark Community College
Godfrey, IL12-2015
Skills
- Ticket management
- Troubleshooting
- Security Protocols
- Virus Removal
- Technical Support
- Network configuration
- Python Scripting
Certification
- CompTIA A+
- CompTIA Project+
- CompTIA Network+
- CompTIA Security+
- CompTIA CySA+
- CompTIA PenTest+
Timeline
Support Technician
365 Managed IT
09.2022 - Current
Manager
Walmart
06.2018 - 09.2022
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Associate of Science - Computer Science
Lewis And Clark Community College
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