Linford Quaisie
Cybersecurity
Atlanta,GA
Summary
Cybersecurity Specialist with proficiency in online security research, planning, execution and maintenance. Skilled at training internal users on security procedures and preventive measures.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
TECHNICAL SUPPORT ENGINEER
CBORD
11.2021 - Current
- Oversaw the setup and configuration of multiple CBORD software installations on multiple workstations for over 500 external clients, resulting in great customer satisfaction
- Manage and analyze security logs, identify potential threats, and implement proactive measures to prevent breaches
- Collaborate with different departments to create security awareness programs to educate and communicate best practices to external and internal users in system configurations and software development
- Maintain a solid technical knowledge base on CBORD productions and solutions, specializing in applications and parameter configurations, contributing to a 20% reduction in support escalations and improved customer satisfaction
- Document customer interactions, support cases, and problem diagnostics accurately using the case management system (NetSuite), keeping all stakeholders informed of progress and resolution
- Contribute to company knowledge and training content, including the creation of knowledge base articles and training materials
- Maintain and utilized relational database management systems (RDBMS) including Oracle, MS SQL, and Sybase SQL-based databases, providing expert assistance to customers with database-related inquiries and issues.
CCC RETENTION SPECIALIST II
STATE FARM
03.2019 - 11.2021
- Proactively engaged with customers to understand their needs, address concerns, and provide solutions, resulting in 30% improvement in customer retention rates
- Investigated and resolved complex customer issues related to policies, billing, and coverage, ensuring prompt and satisfactory resolutions
- Collaborated with cross-functional teams to develop and implement targeted retention strategies, contributing to a reduction in customer attrition by 20% within the first year
- Consistently meet and exceed performance metrics, including customer satisfaction scores, retention targets, and resolution times.
HELP DESK SUPPORT I
STOCKWELL ENTERPRISES INC
05.2016 - 02.2019
- Provided first-line technical support to end-users, addressing hardware and software issues promptly and effectively
- Set up PC and Apple desktops and laptops and all types of mobile devices; set up workstations, reconnecting and disconnection of desktops, printers, and phones
- Diagnosed and troubleshooted hardware and software problems, guiding users through step-by-step solutions and escalating issues when necessary
- Conducted user training sessions to enhance overall technical literacy and reduce recurring support issues
- Contributed to the development and improvement of knowledge base articles to facilitate faster issue resolution.
Education
BACHELOR OF SCIENCE IN CYBERSECURITY -
KENNESAW STATE UNIVERSITY
Kennesaw, GAMaster OF SCIENCE IN CYBERSECURITY - undefined
KENNESAW STATE UNIVERSITY
Kennesaw, GASkills
Scripting Languages
Certification
CompTIA Security+
Penetration Testing
2023, Conducted a Penetration testing report on Kennesaw State University.
Actively scanned and identified a Windows 7, Windows 10 machine using a Kali box on KSU secure VPN network.
Passively and actively located vulnerabilities/ threats and recommended proper security fixes and risk mitigations.
Used tools like Nmap to gather information on open ports and actively scan IP addresses.
Sniffed out Network traffic by using Wireshark, and created a network map using Zenmap to visually to outline the networks and the machines connected.
Timeline
TECHNICAL SUPPORT ENGINEER
CBORD
11.2021 - Current
CCC RETENTION SPECIALIST II
STATE FARM
03.2019 - 11.2021
HELP DESK SUPPORT I
STOCKWELL ENTERPRISES INC
05.2016 - 02.2019
BACHELOR OF SCIENCE IN CYBERSECURITY -
KENNESAW STATE UNIVERSITY
Master OF SCIENCE IN CYBERSECURITY - undefined
KENNESAW STATE UNIVERSITY