Kyrie Nitchew
SIlver Spring,MD
Summary
A newly certified cybersecurity engineer with an extensive knowledge of risk management and threat analysis. Currently enhancing security analyst skills using various certifications, projects, and hands-on labs. Possesses over 8 years of customer service experience, developed exceptional oral and written communication skills, along with conflict mediation abilities and problem-solving proficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Agent
Westat
09.2023 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed high levels of call flow and responded to educational field studies technical support needs.
IT Analyst Intern
Nando's Peri Peri
06.2023 - 09.2023
- Install, configure, and troubleshoot computer systems, hardware, and software to enhance coverage, efficiency, and customer satisfaction
- Knowledge of network and system security Lend IT support in areas such as cybersecurity, programming, analytics, and data center management
- Provide superior customer service – answering 20 phone calls per day, responding to mail and email messages, in-person communication
- Assist with management of season ticket waiting lists and ticket request fulfillment using service-now
- Evaluated program performance and identified areas for improvement.
- Resolved network connectivity issues by troubleshooting hardware, software, or server problems.
Trainer/Shift Leader
Nando's Peri Peri
10.2015 - Current
- Various “front of house” and “back of house” positions, Demonstrated adaptability by quickly mastering every role in restaurant during initial six months
- Supervised team of 10 to 15 employees ensuring adherence to food rotation protocols and proper sanitation practices
- Trained and mentored new employees, bringing them up to speed while collaborating with established employees to enhance performance
- Maintained flawless error rate on cash drawer management received and consistently received high praise from customers for delivering outstanding service.
- Implemented new deep cleaning procedures, resulting in 20% increase in audit scores.
Education
Biology
Montgomery College
Takoma Park, MDHigh School Diploma -
Springbrook High School
Colesville,MDAMS Educational Center
Skills
- Cybersecurity
- Operating systems such as Windows OS, Mac OS, Linux
- Ticket management using Service-now and Zendesk
- Customer Experience
- Logical reasoning and trial and error troubleshooting skills
- Network configuration and management
- Risk identification, analysis, and management
- Knowledge in VPN and remote management tools
- Proficient in hardware, software, and mobile devices
- Time management
- Data Analysis
- Ability to work in fast paced environment
Languages
English
Native or Bilingual
Spanish
Professional Working
Certification
- Certified in Cybersecurity Certification, (ISC)2 - Exp. 04/26
- CompTIA Network+ Certification Expected: October 2023
- Amazon Web Services Certified Solutions Architect Associate Certification Expected: December 2023
Timeline
Help Desk Agent
Westat
09.2023 - Current
IT Analyst Intern
Nando's Peri Peri
06.2023 - 09.2023
Trainer/Shift Leader
Nando's Peri Peri
10.2015 - Current
Biology
Montgomery College
High School Diploma -
Springbrook High School
AMS Educational Center
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