NaTasha Thomas
Cybersecurity/IT Professional
Birmingham,AL
Summary
Professional IT graduate from Pivot Technology School with progressive experience in Cybersecurity concepts and training. Skilled in a large spectrum of IT including networking, operation system software, and information security. Adept with multi- tasking skills and at working effectively at fast-paced settings that demand strong organizational and analytical skills. Seeking a challenging role as a Junior level Cybersecurity/ Information Technology professional for an upstanding company.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certificates
Work History
Help Desk Support Specialist
Buffalo Rock
02.2023 - Current
- Demonstrated superior customer service skills while providing technical support to over 700 users.
- Implemented strategies to reduce ticket resolution time to under 12 hours, surpassing the initial target of 24 hours, through thorough problem analysis and effective troubleshooting techniques.
- Managed daily support request from End-Users ensuring all issues are addressed with in 30 minutes and 93% resolved and closed within 24 hours.
Cybersecurity Instructor
Pivot Technology School
03.2021 - 05.2023
- Adapted teaching methods and lesson plans to changing student needs to increase classroom participation by 100%.
- Implemented different technology programs such as Rangeforce, TryHackMe, and Cisco Packet Tracer to engage students in class instruction and diversify approaches.
- Enhanced student comprehension and shortened learning process through new teaching methods.
- Optimized day-to-day instruction to align educational strategies with industry best practices.
Desktop Support Technician/ EPIC Software Tester
Children's Hospital Of Alabama/ Brooksource
08.2022 - 02.2023
- Hired as a part of the COA IT hardware team. Our team built every piece of equipment that went onto the floor. From unboxing to deployment. I was a part of the team of 8 people to deploy hardware to the entire campus.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Gained working knowledge of Microsoft Sharepoint and 365, imaging, and Epic EMR system software.
- Promoted to team captain of TDR team. Lead my team of 6 through TDR and software testing of Epic EMR for "go live."
Helpdesk Support/CSR
Apex Systems
01.2022 - 07.2022
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified internal technical issues and determined root cause of problems to resolve service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns as a CSR.
Manager
Advance America
02.2016 - 11.2021
- Increased accounts by 25% through effective marketing and community involvement.
- Achieved a 40% customer base increase, attained quarterly bonuses and promoted team collaboration which led to a 0% turn-over rate under my supervision.
- Bolstered volume in areas of sales, management and operations by identifying and targeting areas in need of improvement.
Education
Certificate of Completion - Cybersecurity
Pivot Technology School
Nashville, TN 03.2021 - 07.2021
Bachelor of Science - Business Management/MIS
Mississippi University For Women
Columbus, MS 08.2003 - 05.2007
Skills
Computer Hardware/Software Knowledge
Certification
Certified Scrum Master, CSM
Timeline
Help Desk Support Specialist
Buffalo Rock
02.2023 - Current
Certified in Cybersecurity, ISC2
09-2022
Desktop Support Technician/ EPIC Software Tester
Children's Hospital Of Alabama/ Brooksource
08.2022 - 02.2023
Helpdesk Support/CSR
Apex Systems
01.2022 - 07.2022
Certified Scrum Master, CSM
12-2021
Cybersecurity Instructor
Pivot Technology School
03.2021 - 05.2023
Certificate of Completion - Cybersecurity
Pivot Technology School
03.2021 - 07.2021
Manager
Advance America
02.2016 - 11.2021
Bachelor of Science - Business Management/MIS
Mississippi University For Women
08.2003 - 05.2007
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