Summary
Overview
Work History
Education
Skills
Timeline
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Moesha McGee

Augusta,GA

Summary

Goal-oriented IT professional with significant success in planning, analyzing and implementing of security plans and initiatives. Excel in developing comprehensive, secure network designs and systems. Motivated professional offering Associate in Applied science in CyberSecurity. Adds value to any organization in need of great collaboration, interpersonal and multitasking abilities. Meets tight deadlines.

Overview

10
10
years of professional experience

Work History

Help Desk Technician

Unisys Corp.
AUGUSTA, GA
06.2018 - Current
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Support multiple clients/users through customer service professionalism and insight
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Document resolutions and updates self-help and staff knowledge bases
  • Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
  • Analyze and resolve incidents and requests regarding use of application software or hardware
  • Ensure to write accurate documentation of interactions, incidents, and problems

Technical Support Representative

SITEL Worldwide Corporation
AUGUSTA, GA
04.2015 - 05.2017
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Diligently followed up with customers about existing orders, informing on status and responding to questions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered many inbound calls per day and directed to designated individuals or departments.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Created sales and revenue-generating opportunities in new markets to improve bottom line.
  • Set up and activated customer accounts.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.

Team Member

McDonald's
AUGUSTA, GA
05.2014 - 02.2015
  • Cleaned work areas regularly to keep team efficient and eliminate any safety concerns.
  • Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity.
  • Read weekly sales inserts and monitored price changes.
  • Processed returned items in accordance with store policy.
  • Greeted customers and responded to informational requests.
  • Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
  • Resolved customer complaints and escalated worsening concerns for remediation.

Education

Associate of Applied Science - Cyber Security

Augusta Technical College
Augusta, GA
05.2023

High School Diploma -

Laney High School
Augusta, GA
2014

Skills

  • Hardware upgrades
  • Patient and diligent
  • MS Office proficiency
  • Protecting Networks
  • Monitoring Computer Viruses
  • Managing Security Breaches
  • Ability to solve problems
  • VPN
  • Citrix / VDI
  • MS outlook
  • Printers
  • cloud infrastructure
  • People Skills
  • Computer Skills
  • Problem Resolution
  • VM Ware
  • Cybersecurity Frameworks
  • Software Deployment
  • Data Security
  • Encryption
  • Linux Server
  • Risk Mitigation
  • Best Practices Implementation
  • Reporting and Documentation
  • Critical Thinking Skills
  • Data Encryption
  • Information Protection
  • Security Planning
  • Customer Relations

Timeline

Help Desk Technician

Unisys Corp.
06.2018 - Current

Technical Support Representative

SITEL Worldwide Corporation
04.2015 - 05.2017

Team Member

McDonald's
05.2014 - 02.2015

Associate of Applied Science - Cyber Security

Augusta Technical College

High School Diploma -

Laney High School

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Moesha McGee