Summary
Overview
Work History
Education
Skills
Timeline
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LaShaunda Perry

Jonesboro,GA

Summary

As a Security Engineer at Macy's Systems & Technology Inc for over two years, monitor and investigate normal and escalated security events to determine risk and exposure and perform additional forensics investigations to understand impact and mitigation. I have a strong background in cyber/computer forensics and counterterrorism, as well as HIPAA and PISA compliance, which enables with handling complex and sensitive cases with professionalism and discretion.
I also have excellent communication and presentation skills, which allow me to report the results of my technical analysis and research of each incident or investigation to various stakeholders and audiences. I am proficient in help desk support, Crowdstrike Falcon, and technical support, and I collaborate with other security teams and service desk technicians to respond to and resolve security incidents and issues. My mission is to protect and enhance the security posture of Macy's and its customers, and I am always eager to learn new skills and technologies to achieve this goal.

Overview

8
8
years of professional experience

Work History

Security Engineer

Macy's
06.2021 - Current
  • Enhanced network security by implementing advanced threat detection systems and conducting regular vulnerability assessments.
  • Developed comprehensive security policies and procedures for the organization, resulting in improved protection against potential threats.
  • Implemented robust access controls for sensitive data repositories, reducing the risk of unauthorized access and data breaches.
  • Conducted regular penetration testing to identify vulnerabilities and address them proactively, strengthening system defenses.
  • Provided training programs for employees on cybersecurity best practices, increasing awareness and fostering a proactive security culture within the organization.
  • Managed incident response activities during critical security events, effectively containing threats and minimizing damage to systems and data.
  • Participated in industry conferences and workshops to stay informed about current trends in cybersecurity, applying newfound knowledge to improve organizational defenses continuously.
  • Reviewed logs regularly to detect suspicious activity patterns before they escalate into full-blown incidents, enabling rapid response efforts when necessary.
  • Monitored use of data files and regulated access to protect secure information.
  • Monitored computer virus reports to determine when to update virus protection systems.

Associate Service Desk Technician

Iron Bow Technologies
01.2021 - 05.2021
  • Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
  • Streamlined service desk operations for improved efficiency and response times.
  • Reduced downtime by proactively identifying and resolving technical problems.
  • Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Provided exceptional customer service, building rapport and trust with clients through effective communication.
  • Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
  • Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
  • Created comprehensive documentation of processes and procedures to aid in training new technicians.
  • Kept up-to-date with industry trends, best practices, and emerging technologies to ensure the highest level of service provision for clients.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitored systems in operation and quickly troubleshot errors.

Tier 2 AppleCare Support Associate

Apple
11.2015 - 01.2021
  • Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Enhanced team efficiency by organizing and streamlining documentation processes.
  • Reduced response times for client issues through effective prioritization and task management.
  • Increased support quality with thorough troubleshooting and problem-solving techniques.
  • Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
  • Provided comprehensive training for new team members, ensuring consistent delivery of expert assistance to clients.
  • Assisted in the development of internal knowledge bases to streamline information sharing and enhance team cohesion.
  • Delivered prompt resolutions to complex issues through effective escalation management and collaboration with specialized departments.
  • Balanced multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
  • Exceeded customer expectations by going above and beyond standard support protocols when necessary, resulting in increased satisfaction rates.
  • Collaborated with product development teams to provide valuable user feedback for future enhancements and upgrades.
  • Demonstrated adaptability by quickly learning new software tools and technologies as needed for providing seamless support experiences.
  • Demonstrated computer skills for data entry and answered broad variety of inquiries.
  • Displayed flexibility to adapt to quarterly policy changes and database re-organization.
  • Issued credits for contested returns, shipping fees and damaged merchandise.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Connected to computer of client using remote link to install new programs and applications.
  • Installed and maintained hardware and computer peripherals to enhance and upgrade performance.

Education

Certificate - Cyber Security

Emory University
Atlanta, GA
04.2021

High School Diploma -

Stephenson High School
Stone Mountain, GA
05.2005

Skills

  • Process Isolation
  • Intrusion Detection and Prevention
  • Malware Analysis and Reverse Engineering
  • Incident Response Management
  • Risk Assessment and Mitigation
  • Application Security Knowledge
  • Social Engineering Defense Strategies
  • IP Addressing and Subnetting
  • SIEM Provider Management

Timeline

Security Engineer

Macy's
06.2021 - Current

Associate Service Desk Technician

Iron Bow Technologies
01.2021 - 05.2021

Tier 2 AppleCare Support Associate

Apple
11.2015 - 01.2021

Certificate - Cyber Security

Emory University

High School Diploma -

Stephenson High School

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LaShaunda Perry