Michael Okeke
Dallas
Summary
Detail-oriented professional with experience in customer service and security analysis. Skilled in Microsoft Office and technical troubleshooting, adept at analyzing customer needs and providing effective solutions. Committed to enhancing customer satisfaction through clear communication and problem-solving.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sutherland Global
Dallas
07.2023 - 12.2024
- Handled Inbound customer inquiries, providing accurate information about products and services
- Efficiently navigated multiple systems and tools to troubleshoot technical issues, seamlessly multitasking across platforms to find accurate, timely solutions.
- Actively engage with customers to understand their technical needs, ask precise and informed questions, and apply analytical thinking to deliver clear, effective solutions tailored to their specific issues.
Security Analyst
Securitas
Dallas
05.2021 - 07.2023
- Analyzed and monitored video and audio data and identified vulnerabilities in physical security
- Created spreadsheets using Microsoft Excel
- Administered permissions to authorized parties using Gallagher software
- Engaged in Technical troubleshooting of Gallagher software via phone and email
- Performed hardware maintenance on PCs, printers, and TV monitors.
- Endpoint & Network Detection
- Security information event management through Gallagher software.
- Responding to clients in a timely manner with thorough analysis and. recommended actions
Education
Cyber Security Technical Training -
Per Scholas
Dallas, TX09.2025
associate degree - Accounting
Strayer University
Arlington, VA06.2023
Skills
- Microsoft office
- Packet Tracer
- Wireshark
- Google Workspace
- Workstations
- Laptops
- Printers
- TV's
- Python
- C
- ServiceNow
- Windows
- Linux
- ServiceNow Administrator
- Gallagher
- Splunk
- Software
- Endpoint Detection & response
- Vulnerability scanning and monitoring
- Experience using CrowdStrike Falcon
- Problem solving
- SIEM tools
- Active Directory knowledge
- Knowledge of PKI certificates and RSA authentication
- Office365
- Microsoft Teams
Websites
Certification
- CompTIA CYSA+, 08/25
- Splunk, In progress
- ServiceNow, 01/23
Timeline
Customer Service Representative
Sutherland Global
07.2023 - 12.2024
Security Analyst
Securitas
05.2021 - 07.2023
Cyber Security Technical Training -
Per Scholas
associate degree - Accounting
Strayer University