Marian Baah
Middletown,United States
Summary
Security Analyst with a diverse professional background spanning health insurance and banking, complemented by over 8 years of dedicated customer service. Equipped with a coveted Cybersecurity Certificate from Columbia Engineering Bootcamp, adept in Linux, Windows, Splunk, and cloud security. A steadfast commitment to maintaining current insights, and remaining informed about the latest developments and tools within the InfoSec domain.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Cybersecurity Teaching Assistant
Edx - Columbia Engineering Bootcamp
Remote - New York , United States
2023.07 - Current
- Helps with grading projects and providing constructive feedback to students based on results which facilitated an increase in student test scores by 10% in 12 weeks
- Support the instructor in teaching course material by pushing the material to GitHub repositories, and co-hosting Zoom meetings
- Trained and supervised 45 students in weekly Virtual lab exercises, increasing competency scores by 15% in 2 months
- Collaborated with instructor to set up SIEM tool Splunk for student hands-on demonstration, training over 45 students in a class, resulting in a 3.8/4.0 average student rating
- Mentored students on basic and best practices in securing a network with cutting-edge security tools and protocols
- Assisted in end-to-end (E2E) enrollment processes for multiple students and efficiently identified, troubleshooted, and resolved student network security issues during class.
Provider Service Representative
Anthem Blue Cross and Blue Shield
Remote - New York , United States
2020.09 - 2022.08
- Reduced call handle time by ten seconds by defining proper problem-solving steps and utilizing all available resources to resolve customer inquiries
- Decreased average consumer response speed to provider queries by 10% daily by handling 3-4 chats simultaneously
- Resolved 25% of customer concerns by contacting external departments and doctors' offices regarding test results and insurance claims
- Managed daily member exceptions process from state eligibility file, and benefits and ensured proper enrollment and taking appropriate action.
Customer Service Representative
Anthem Blue Cross and Blue Shield
Middletown - New York , United States
2019.12 - 2020.02
- Answered constant flow of customer calls with minimal wait times to increase customer satisfaction surveys by 5%
- Collaborated with partners in other departments or doctors' offices to help resolve customer's concerns, which resulted in the successful resolution of customers' concerns by explaining the terms and conditions of the insurance policy
- Responded to more than 50 customer phone calls per day to resolve product or service issues by troubleshooting, clarifying issues, and determining the root cause of problems, resulting in a lower customer complaint rate and increased customer satisfaction
- Researched claim discrepancies from state payments, ensuring accurate payment to the health plan
- Maintained critical provider information on all claims and provider databases.
Senior Customer Service Representative
Spabreaks.com
Brighton - UK
2018.03 - 2018.07
- Increased sales by 10% by addressing customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Completed over 800 orders for spa breaks by taking payment information and other pertinent information such as addresses and phone numbers to place orders
- Assisted with user awareness training on security best practices and procedures while using the company website for purchases
- Reviewed and submitted deliverables to the sales help desk, and resolved user issues, with 80% of tickets being resolved on the same day, for improved customer satisfaction.
Insurance Customer Service Specialist
Domestic and General
Brighton - UK
2014.03 - 2017.08
- Managed over 50 incoming phone calls per day to articulate product value to prospective customers and support current policyholders
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts
- Achieved an average accuracy rating of 97% for processing customer inquiries and maintaining accurate records
- Resolved more than 100 customer inquiries weekly with written communication and phone conversations.
Education
Bachelor of Arts in Psychology -
University of Ghana
01.2008
Skills
- Microsoft Office suite applications
- Operating Systems
- TCP/IP
- SQL
- SIEM (SPLUNK)
- Cloud Security
- Log Analysis
- Managing Security Breaches
- Firewall Configuration and Networking
- Multitasking skills
- Excellent problem-solving skills
- Troubleshooting and analysis
- Threat and Vulnerability Management
- Problem-solving
- Organization and time management
- Excellent communication skills
- VPN
- Windows servers
- Cybersecurity Frameworks
- Data Security
- Risk Mitigation
- Critical Thinking Skills
Certification
- Cybersecurity, Columbia Engineering Bootcamp, 2023
- Google IT Support Professional Certificate
- Google Cybersecurity Professional Certificate: Foundations of Cybersecurity, Play It Safe: Manage Security Risks, Connect and Protect: Networks and Network Security, Tools of the Trade: Linux and SQL., Google Certifications, 2023
Projects
Defensive Security, Splunk Security Operations, Bootcamp Projects, 06/01/23
Developed and designed a custom monitoring solution using Splunk to report and alert on suspicious activity from Windows Events and Apache logs to meet established service level agreements for the systems created., Created dashboards with multiple visualizations to provide an in-depth analysis of attack signatures., Increased response to potential security breaches and incident response efficiency by 45%., Prepared comprehensive reports detailing metrics, attempted attacks, and security incidents.
Cyber Bootcamp Red vrs Blue 2.0, Bootcamp Project, May 2023, 05/01/23
Exploited identified vulnerabilities within a Fictitious Enterprise web application, Windows server, and Linux server infrastructure using Nmap, Nessus, and Metasploit., Defined and executed penetration testing and red team attack scenarios in a controlled environment to simulate real-world attacks, improving the overall security posture of the targeted systems by a measure of 85%., Findings of the report provided an overview of the vulnerabilities discovered, and the potential impact posed, as well as documented recommendations to implement for mitigating the identified risks.
Timeline
Cybersecurity Teaching Assistant
Edx - Columbia Engineering Bootcamp
2023.07 - Current
Provider Service Representative
Anthem Blue Cross and Blue Shield
2020.09 - 2022.08
Customer Service Representative
Anthem Blue Cross and Blue Shield
2019.12 - 2020.02
Senior Customer Service Representative
Spabreaks.com
2018.03 - 2018.07
Insurance Customer Service Specialist
Domestic and General
2014.03 - 2017.08
Bachelor of Arts in Psychology -
University of Ghana
- Cybersecurity, Columbia Engineering Bootcamp, 2023
- Google IT Support Professional Certificate
- Google Cybersecurity Professional Certificate: Foundations of Cybersecurity, Play It Safe: Manage Security Risks, Connect and Protect: Networks and Network Security, Tools of the Trade: Linux and SQL., Google Certifications, 2023
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