Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Affiliations
Work Preference
Software
Timeline
AdministrativeAssistant

Kimberly Mackenzie

Saint Louis,MO

Summary

Aspiring IT professional and cybersecurity student with hands-on experience in technical support, system diagnostics, and network operations. Proven ability to troubleshoot hardware/software issues, support cloud-based tools, and maintain system integrity. Currently pursuing a B.S. in Cyber Security with a strong foundation in networking, security, and Linux systems. Eager to contribute to dynamic IT teams and grow within a SaaS/cloud services environment.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Tech Support Representative

MetroNet
09.2024 - Current
  • Technical Support Excellence: Delivered comprehensive technical support for computer systems, software, and hardware, significantly reducing downtime and enhancing user productivity.
  • Customer Query Resolution: Proactively addressed customer queries both in person and over the phone, ensuring swift resolution and high customer satisfaction.
  • Resource Development: Authored detailed training manuals and FAQs, empowering end users with self-help resources and reducing support requests.
  • Monitored system performance daily, ensuring 99.9% uptime across client devices.
  • Provided Tier I/II support across hardware, software, and network systems for residential and business customers.

NSOC Operator

Garda World
10.2023 - 09.2024
  • Efficiency Improvement: Conducted a time-motion study to streamline operator performance, achieving a 37% increase in efficiency.
  • Data Integrity Maintenance: Utilized computer systems to access and maintain accurate customer records, ensuring data integrity and reliability.
  • Customer Satisfaction: Effectively resolved customer complaints, achieving a 92% satisfaction rating and enhancing customer loyalty.
  • Operational Analysis: Analyzed real-time data feeds from cameras, alarms, and communication systems to ensure optimal NSOC operations.

Order Picker

United Fulfillment Solutions
05.2023 - 10.2023
  • Order Fulfillment Accuracy: Efficiently picked orders using a handheld scanner, ensuring high accuracy and speed in order fulfillment.
  • Operational Efficiency: Consistently met daily order picking and shipping targets, contributing to overall operational efficiency and customer satisfaction.
  • Workplace Organization: Maintained a clean and organized workspace, promoting a safe and productive environment for all team members.
  • Team Training: Trained new order pickers, sharing knowledge and best practices to support team growth and development.

Aviation Cabinet Builder

Gulfstream
10.2018 - 05.2021
  • Regulatory Compliance: Adhered to FAA regulations while operating complex aircraft, ensuring safety and compliance with industry standards.
  • Protocol Mastery: Mastered aviation protocols including airspace restrictions, weight balance, and navigation, enhancing operational efficiency.
  • Process Automation: Automated business processes through the development of custom workflows, triggers, and process builder flows, improving productivity.
  • Problem Solving: Solved complex problems in aviation operations, reducing errors and enhancing overall efficiency.

Education

Bachelor of Science - Computer Science

Western Governors University
Salt Lake City, UT
05-2025

Bachelor of Science - Military Science

Wentworth Military Academy
Lexington, MO
01.2010

Skills

  • Operating Systems: Windows, macOS, Linux
  • Networking: LAN, WAN, VPN, TCP/IP
  • Diagnostic Tools: Network analyzers, system monitoring tools, diagnostic software
  • Customer Relationship Management (CRM): Salesforce, HubSpot
  • Security Software: Antivirus programs, firewalls, intrusion detection systems (IDS)
  • Network troubleshooting
  • Network configuration
  • ITIL framework

Certification

  • Certified A+ | CompTIA
  • Certified Security+ | CompTIA
  • Certified Project+ | CompTIA
  • Certified Network+ | CompTIA
  • Certified ITIL 4 Foundations | |
  • Certified Linux Foundations |
  • Certified SSCP |
  • Certified Pentest+ | CompTIA

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations

  • ISC2

Work Preference

Work Type

Full TimePart TimeInternship

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceFlexible work hoursPersonal development programsTeam Building / Company RetreatsWork from home optionHealthcare benefits401k matchStock Options / Equity / Profit SharingCompany CulturePaid time off

Software

Nokia Altiplano

CMS

Monochrome

Timeline

Tech Support Representative

MetroNet
09.2024 - Current

NSOC Operator

Garda World
10.2023 - 09.2024

Order Picker

United Fulfillment Solutions
05.2023 - 10.2023

Aviation Cabinet Builder

Gulfstream
10.2018 - 05.2021

Bachelor of Science - Computer Science

Western Governors University

Bachelor of Science - Military Science

Wentworth Military Academy

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Kimberly Mackenzie