Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
BusinessAnalyst

Diberyan Powell

Summary

Dynamic tech support analyst with over 17 years of experience in customer service and technical support. Proficient in troubleshooting network performance and end-user systems, alongside managing advanced customer escalations. Earned CCST and currently pursuing Security + and CCNA certifications to enhance technical aptitude. Spearheaded operations at Comcast, resolving escalated issues and streamlining service delivery. Bringing a strong commitment to improving user experience and network reliability, ready to contribute effectively to any tech-savvy organization.

Cybersecurity professional with hands-on experience in threat detection and risk management. Known for reliability and adaptability in collaborative settings, focusing on achieving comprehensive security goals. Skilled in network security, ethical hacking, and maintaining compliance with security protocols.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Cybersecurity Intern

DC Department of Employment Services (DOES)
05.2025 - 08.2025
  • Reviewed firewall configurations and rulesets for optimal performance, reducing exposure to external threats.
  • Analyzed system logs for suspicious activity, identifying potential threats before they caused damage.
  • Contributed to end-user security awareness training programs, promoting a strong organizational security culture.
  • Supported internal investigations into potential policy violations or data breaches, gathering digital evidence as needed.
  • Participated in penetration testing exercises to assess the effectiveness of current security measures and recommend improvements.
  • Provided technical support during scheduled maintenance windows, ensuring minimal disruption to critical systems.
  • Assisted in the development of cybersecurity policies and procedures to ensure compliance with industry standards.
  • Streamlined incident response processes for faster threat mitigation and reduced downtime.
  • Participated in tabletop exercises designed to simulate real-world cyber-attack scenarios, enhancing preparedness levels among team members.

Lead Retention CAE4

Comcast
02.2007 - 01.2025
  • Spearheaded customer service operations, expertly troubleshooting cable, internet, and phone services.
  • Leveraged extensive knowledge of the CSG billing system to resolve escalated customer issues.
  • Directed floor operations, focusing on training and effectively managing advanced customer escalations.
  • Excellent communication skills, both verbal and written.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Jr. Network Engineer Intern

DC Department of Employment Services (DOES)
05.2024 - 09.2024
  • Configured and monitored networks to ensure dependable operations aligned with County objectives.
  • Diagnosed and resolved network performance issues promptly.
  • Oversaw the installation, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices.
  • Ensured seamless network connectivity across servers, workstations, telephony equipment, and other devices.
  • Managed network assets, including maintaining detailed inventories and technical specifications documentation.
  • Provided comprehensive network performance statistics and reports to enhance operational efficiency.
  • Participated in the management of network security solutions and executed system backups and recovery processes.

Inventory Supervisor

Best Buy
08.2003 - 11.2006
  • Managed the shipping, receiving, and inventory processes for the store, orchestrating teams to ensure efficient operations.
  • Directed security operations by overseeing scheduling, hiring, and conducting interviews.
  • Managed a team of warehouse staff to maintain high productivity levels, ensuring proper training and adherence to company policies.
  • Oversaw purchase orders and data entry regarding shipped and received shipments.
  • Optimized warehouse space utilization with effective layout planning and storage organization.
  • Improved employee training programs, focusing on inventory control procedures which resulted in more knowledgeable and efficient team.
  • Mentored junior team members on best practices in inventory management while fostering a positive work culture that promoted teamwork and collaboration among staff members.
  • Monitored customer return shipments and communicated damages to manufacturer.
  • Conducted root cause analyses on recurring issues related to stock discrepancies or shrinkage losses, implementing corrective actions where necessary.
  • Enhanced warehouse efficiency by implementing new inventory management system that streamlined product tracking and reduced misplacement.
  • Developed and enforced safety protocols in warehouse, significantly decreasing workplace accidents.
  • Led and supervised inventory team, conducting training and setting appropriate schedules.

Assistant Store Manager

The Room Store
02.2003 - 08.2003
  • Managed store operations, leading sales representatives and coordinating engaging product displays.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.

Store Manager

GameStop
08.1998 - 11.2002
  • Oversaw store operations, consistently achieving sales goals while controlling payroll and hiring staff.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Assisted with hiring, training and mentoring new staff members.
  • Completed point of sale opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Approved regular payroll submissions for employees.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Supervised guests at front counter, answering questions regarding products.
  • Developed a successful employee retention plan, reducing staff turnover rates significantly.

Finance Specialist

United States Army Reserve
02.1992 - 06.2000
  • Resolved finance-related issues for soldiers, managing vital mobile finance operations.
  • Enhanced internal control systems and procedures to mitigate risk and support opportunities.
  • Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
  • Contacted customers to immediately find resolutions for escalated issues.
  • Extracted data from SAP and SQL tables to prepare and reconcile information.
  • Prepared and submitted responses to requests and requirements of auditors, regulators and investors.
  • Mentored junior team members in best practices related to financial analysis, modeling techniques, and professional development.
  • Conducted research to answer questions and handle issues using multiple systems and resources.
  • Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.

Education

BA - Information Systems

The University of Arizona Global Campus
Phoenix, AZ
07-2029

Security + - Security +

DC Department of Employment Services (DOES)
Washington, DC
08-2025

CCNA - CCNA

DC Department of Employment Services (DOES)
09.2024

Six Sigma Yellow Belt - Six Sigma Yellow Belt

Sixsigmastudygroup
05.2024

Leadership - Organizational Leadership

Center for Leadership Development
Indianapolis, IN
05.1992

High School Diploma - General Studies

Warren Central High School
Indianapolis, IN
05.1992

Skills

  • Cisco network management
  • Hardware troubleshooting
  • Network setup
  • Network management
  • Network performance monitoring
  • Network security oversight
  • Technical support for peripherals
  • Server configuration management
  • Backup and restoration processes
  • Technical writing
  • Telephony equipment coordination
  • Effective issue resolution
  • Troubleshooting and resolution support
  • Technical assistance
  • Network and system management
  • Traditional methods
  • Strategic planning
  • Active participation
  • Customer-focused service
  • Written communication
  • Interpersonal diplomacy
  • Receptive to new ideas
  • Security vulnerability assessment
  • Enhanced security protocols
  • Social engineering awareness
  • Incident management
  • Vulnerability assessment
  • Two-factor authentication
  • Social engineering
  • Incident response

Certification

Cisco Certified Support Technician Networking (CCST Networking)

Six Sigma Yellow Belt

Languages

English
Native or Bilingual

Timeline

Cybersecurity Intern

DC Department of Employment Services (DOES)
05.2025 - 08.2025

Jr. Network Engineer Intern

DC Department of Employment Services (DOES)
05.2024 - 09.2024

Lead Retention CAE4

Comcast
02.2007 - 01.2025

Inventory Supervisor

Best Buy
08.2003 - 11.2006

Assistant Store Manager

The Room Store
02.2003 - 08.2003

Store Manager

GameStop
08.1998 - 11.2002

Finance Specialist

United States Army Reserve
02.1992 - 06.2000

CCNA - CCNA

DC Department of Employment Services (DOES)

Six Sigma Yellow Belt - Six Sigma Yellow Belt

Sixsigmastudygroup

Leadership - Organizational Leadership

Center for Leadership Development

High School Diploma - General Studies

Warren Central High School

BA - Information Systems

The University of Arizona Global Campus

Security + - Security +

DC Department of Employment Services (DOES)

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Diberyan Powell