Kiera Johnson
Winter Garden,FL
Summary
Aspiring Cybersecurity Professional & IT Specialist with hands-on experience in technical support, troubleshooting, customer operations, and secure data handling. Known for staying calm under pressure, solving problems quickly, and translating technical issues into simple solutions users can understand. Experienced working in fast-paced remote environments supporting customers, documenting incidents, and identifying system or account irregularities. Passionate about cybersecurity, IT support, and continuous learning with a strong interest in help desk operations, system administration, network security, and security analysis.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Carnival Cruise
2025.10 - Current
- Monitored service incidents and identified trends to improve operational efficiency and customer experience.
- Documented account activity, escalations, and issue resolutions within internal systems.
- Collaborated with teams in a fast-paced remote environment to resolve customer concerns efficiently.
Customer Service Representative
Alorica
2023.09 - 2025.10
- Supported financial services customers while following strict data privacy and security procedures.
- Verified customer identities and identified suspicious account activity for escalation when necessary.
- Maintained accurate documentation across secure CRM and support systems.
Customer Service Representative
24-7 Intouch
2021.01 - 2023.09
- Handled sensitive healthcare information while maintaining HIPAA compliance standards.
- Navigated multiple software systems simultaneously to resolve customer concerns and update records.
- Maintained strong quality assurance and productivity metrics in a remote support environment.
Customer Service Representative
Faneuil, Inc.
2019.11 - 2021.01
- Assisted enterprise customers with billing, reservations, and account troubleshooting.
- Adapted quickly during high-volume COVID-19 unemployment support operations.
- Provided accurate documentation and policy-compliant support under strict deadlines.
Technical Support Representative
Convergys
2018.07 - 2019.11
- Troubleshot device, connectivity, and software issues for customers remotely.
- Guided users through system configurations, updates, and technical troubleshooting steps.
- Logged incidents and resolutions within ticketing systems to support issue tracking and resolution.
Education
Bachelor of Science - Information Technology (Cybersecurity Focus)
Full Sail University
Winter Park, FLAssociate of Science - Information Technology (Cybersecurity Focus)
Full Sail University
Winter Park, FL2026-05
Skills
Cybersecurity & Compliance:
- Vulnerability scanning, Threat detection, Phishing analysis, Incident response
- HIPAA compliance principles
- PHI/PII handling and data protection
- Access control and least privilege
Networking & IT Support:
- TCP/IP, DNS, DHCP
- VPN configuration and troubleshooting
- Network troubleshooting and remote access support
Tools & Systems:
- Wireshark, Nmap
- Active Directory
- Windows 10/11, Windows Server
- Linux (Ubuntu)
Soft Skills:
- Communication, problem-solving, attention to detail
Certification
- CompTIA Security+ (In Progress – 2026)
- CompTIA Network+ (Planned – 2026)
Timeline
Customer Service Representative
Carnival Cruise
2025.10 - Current
Customer Service Representative
Alorica
2023.09 - 2025.10
Customer Service Representative
24-7 Intouch
2021.01 - 2023.09
Customer Service Representative
Faneuil, Inc.
2019.11 - 2021.01
Technical Support Representative
Convergys
2018.07 - 2019.11
Bachelor of Science - Information Technology (Cybersecurity Focus)
Full Sail University
Associate of Science - Information Technology (Cybersecurity Focus)
Full Sail University