KENYAHETTE STEVENSON
AL
Summary
Cybersecurity-focused IT professional with hands-on experience in Service Desk operations, secure access management, endpoint security, and automation. CompTIA Security+ certified with working knowledge of CI/CD pipelines, AWS IAM scripting, secure variable management, and DevSecOps tooling. Skilled in account provisioning, credential/security token management, incident resolution, and technical documentation. Proven ability to support secure environments by troubleshooting system access issues, maintaining pipeline authentication, and collaborating with system administrators and developers. Seeking to advance into Cybersecurity Analyst, Cloud Security, or Systems Administrator roles.
Overview
9
9
years of professional experience
1
1
Certification
Work History
HELP DESK TECHNICIAN & PIPELINE SUPPORT
Obsidian Global LLC
02.2025 - Current
- Support 70–107 tickets/month across onboarding, access, AFNET issues, JAMF/ABM, device configuration, and account troubleshooting, maintaining 1.4–3.8 day cycle/lead times.
- Administer Google Workspace, Mattermost (mmctl), JAMF, and GitLab user access for developers, Airmen, and contractors.
- Build and maintain GitLab CI/CD variables for SonarQube, Anchore, Checkmarx, Lucid, and IronBank, including token rotation and scanner authentication.
- Create and update AWS IAM roles/policies using VS Code and AWS CLI to support backend authentication and secure automation.
- Troubleshoot and restore failed pipelines caused by expired credentials, IAM issues, or scanner authentication failures.
- Document outages, including AWS shutdown delays and government shutdown impacts.
- Collaborate with developers, PMs, and Tier II/III teams to maintain secure access and pipeline readiness.
LEAD MAIL HANDLER / TECHNICAL SUPPORT
USPS
09.2020 - 02.2025
- Delivered enterprise technical support with a 95% resolution rate.
- Applied system updates and vulnerability remediation.
- Reduced escalations by 30% through effective troubleshooting.
- Installed and configured hardware/software systems.
- Supported compliance documentation for audits and inspections.
INTERNAL TECHNICAL SUPPORT REPRESENTATIVE
Sykes Enterprises
03.2017 - 09.2020
- Provided remote support resulting in 95% operational improvement.
- Monitored and validated support cases for accuracy and compliance.
- Documented technical issues and improved resolution workflows.
- Installed, configured and maintained computer systems and network connections.
- Used ticketing systems to manage and process support actions and requests.
HELP DESK SUPPORT TECHNICIAN
ASK Telemarketing and Co
02.2017 - 07.2019
- Resolved Level 1 technical issues including authentication and access.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Maintained a 75% resolution rate.
- Improved efficiency through documentation and process feedback.
Education
Bachelor of Science (B.S.) - Computer Science
University of Arizona Global Campus
Skills
- Report Writing
- CompTIA Security Certified
- Help Desk & Service Desk Operations
- Onboarding/Offboarding User Lifecycle Management
- AFNET & Access Troubleshooting
- Access Management & Account Provisioning
- Endpoint Security & Device Enrollment (JAMF, ABM/DEP)
- Google Workspace Admin
- Mattermost (mmctl) Administration
- Ticket Lifecycle Management & Metrics Tracking
- Incident Escalation & Troubleshooting
- GitLab CI/CD Pipeline Support
- Secure Variable & Credential Management
- YAML Pipeline Edits
- DevSecOps Tools: SonarQube, Anchore, Checkmarx, IronBank, Lucid
- Application Security Scanning (SAST, Container, Dependency)
- AWS IAM Roles & Policy Management
- VS Code AWS CLI Workflows
- Secure Automation & Credential Rotation
- Network Security Fundamentals (Routing Tables, Basic Firewall Controls)
- Security Documentation & Audit Readiness
- Outage & Impact Reporting
- Process Documentation & SOP Development
Certification
CompTIA Security+
Timeline
HELP DESK TECHNICIAN & PIPELINE SUPPORT
Obsidian Global LLC
02.2025 - Current
LEAD MAIL HANDLER / TECHNICAL SUPPORT
USPS
09.2020 - 02.2025
INTERNAL TECHNICAL SUPPORT REPRESENTATIVE
Sykes Enterprises
03.2017 - 09.2020
HELP DESK SUPPORT TECHNICIAN
ASK Telemarketing and Co
02.2017 - 07.2019
Bachelor of Science (B.S.) - Computer Science
University of Arizona Global Campus