Madison Whisman
Bluefield,WV
Summary
Detail-oriented and dependable IT professional with 4+ years of experience in help desk support, system troubleshooting, and technical triage. Currently completing a Bachelor's in Cybersecurity from Bluefield University. Known for delivering excellent client support, resolving issues quickly, and working cross-functionally to enhance system efficiency. Actively pursuing CompTIA Security+ certification to further specialize in threat analysis, vulnerability response, and incident management.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
Admissions Counselor | Director of Esports
Bluefield University
11.2023 - Current
- Lead and manage varsity esports program, demonstrating leadership, teamwork, and analytics
- Increased enrollment rates by organizing and participating in college fairs, open houses, and information sessions.
- Coordinated campus visits for prospective students and their families, showcasing the institution''s facilities, programs, and resources.
- Enhanced applicant experience by providing personalized guidance and support throughout the admissions process.
Client Support Analyst
HCA Parallon
01.2023 - 11.2023
- Manage technical support requests using enterprise ticketing systems; process 35+ tickets/day
- Assist in identifying and documenting patterns of recurring issues for proactive incident handling
- Troubleshoot hardware and software issues, provide resolution via phone or remote access
- Collaborate with internal teams for complex cases, ensuring data security protocols are followed
Computer Hardware Technician
Tazewell County Public Schools
08.2021 - 01.2023
- Imaged and deployed systems across campus; ensured proper integration with existing networks
- Performed diagnostics and security updates on staff and student devices
- Tracked hardware inventory and assisted in asset management and compliance
- Collaborated with IT team members to provide seamless integration between software applications and hardware components.
Help Desk Associate (IT)
First Community Bank
04.2019 - 08.2021
- Provided Tier 1 technical support to end users, focusing on software access and network issues
- Assisted with secure onboarding processes including account permissions and hardware setup
- Conducted walk-throughs for basic troubleshooting and contributed to IT knowledgebase articles
Education
Bachelor of Science - Cybersecurity
Bluefield University
Bluefield, VA08.2025
Skills
- Security Incident Triage & Response
- Endpoint & Network Troubleshooting
- Ticketing & Support System Management
- Windows OS & Active Directory
- Remote Support Tools
- Customer Communication & Problem Solving
- Data Privacy & Information Security Awareness
- Python
Timeline
Admissions Counselor | Director of Esports
Bluefield University
11.2023 - Current
Client Support Analyst
HCA Parallon
01.2023 - 11.2023
Computer Hardware Technician
Tazewell County Public Schools
08.2021 - 01.2023
Help Desk Associate (IT)
First Community Bank
04.2019 - 08.2021
Bachelor of Science - Cybersecurity
Bluefield University
Certification
- CompTIA Security+, Pursuing
- A+, Pursuing
- Python, In progress
Additional Information
- Coached Graham High School esports team to first playoff appearance
- Strong background in customer service, user training, and technical documentation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CulturePaid time offHealthcare benefitsPaid sick leaveLanguages
English
Native or Bilingual
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