Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
References
Timeline
Generic

Devon Sutherland

Austin,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Motivated student eager to apply classroom knowledge to real-world experiences, with a strong willingness to learn and contribute. Effective communicator with a collaborative mindset, ready to bring fresh perspectives and a strong work ethic to any team. Adept at complaint resolution and hardware diagnostics, I have significantly enhanced customer satisfaction and operational efficiency at Google. My expertise in multitasking and organization, combined with a proactive approach to security and technical support, has led to a marked improvement in service delivery and security protocols at previous employers, including Intercon Security.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Security Officer

Intercon Security
Austin, TX
12.2023 - Current
  • Assisted in the development and implementation of security policies and procedures.
  • Surveyed property to prevent and identify vandalism or disarmed alarm systems.
  • Operated x-ray and body scanning equipment to prevent prohibited items from being carried onto premises.
  • Warned persons of rule infractions or violations and evicted violators from premises.
  • Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto premises.
  • Monitored security cameras to identify and respond to suspicious activity.
  • Verified photo IDs and tickets to allow guests passage.
  • Screened visitors and employees for weapons and contraband with hand wands and metal detectors.
  • Provided assistance to other departments as needed such as deliveries from vendors or contractors.
  • Adhered to daily patrol schedules to support consistent security presence throughout property.
  • Responded to alarms and conducted investigations as required.
  • Administered first aid for minor medical situations and contacted paramedics for medical emergencies.

Customer Service Representative

Apple
Austin, TX
12.2020 - 07.2021
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Answered customer inquiries via phone, email, and chat.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Maintained a high level of professionalism when dealing with difficult customers.

Technical Support Representative

Google
Austin, TX
01.2018 - 11.2020
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Resolved escalated customer service issues in a timely manner.
  • Analyzed data from customer surveys to identify trends in customer needs and requests.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Utilized remote access tools to connect remotely with customers' systems when necessary.
  • Updated customer information and account status in the database following each interaction.
  • Monitored customer feedback to ensure high levels of satisfaction.
  • Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.

Education

Cybersecurity Certification - Cybersecurity

Coursea
Austin
01-2024

Associate of Science - Business

Tyler Junior College
Troup, TX
08-2018

Skills

  • Scheduling
  • Complaint resolution
  • Account updating
  • Multitasking and organization
  • Appointment scheduling
  • Multi-task management
  • User credential management
  • Hardware diagnostics
  • Desktop support
  • Network diagnostics
  • Call recordkeeping
  • Hardware troubleshooting
  • Remote support
  • Application support
  • Software diagnosis
  • Service support
  • Call center operations

Affiliations

I love to spend time with my daughter and travel with friends and family. I absolutely love the nature so I'm mostly outdoors enjoying god's green earth!

I have a very passion for helping other's and learning and especially having new experiences and making new memories.

Languages

Spanish
Limited

Accomplishments

I have started 3 business in the ecommerce industry that has done pretty well, also I'm currently working on an Ebook called "Closer to God"that I'm excited about. Investing into myself an all my ideas is actually my peace so I aim to continue and make it my goal to inspire and motivate every chance I can get.

Certification

Certifications

• Google Cybersecurity Certificate

• Google IT Support Certificate

• CompTIA Security+

Technical Skills

• Network Security & Firewalls (Wireshark, Nmap)

• Security Information & Event Management (SIEM) Tools

• Threat Detection & Incident Response

• Operating Systems (Windows, Linux, macOS)

• Cloud Security Fundamentals (Google Cloud, AWS)

• Scripting & Automation (Python, Bash)

Education & Training

Google Cybersecurity Certificate – Google Career Certificates (2025)

• Conducted security risk assessments and implemented best practices

• Analyzed system logs for security events using SIEM tools

• Learned fundamentals of cryptography, authentication, and access control

[Coursea] | Major: [Cybersecurity] | 2025

References

References available upon request.

Timeline

Security Officer

Intercon Security
12.2023 - Current

Customer Service Representative

Apple
12.2020 - 07.2021

Technical Support Representative

Google
01.2018 - 11.2020

Cybersecurity Certification - Cybersecurity

Coursea

Associate of Science - Business

Tyler Junior College

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Devon Sutherland