Summary
Overview
Work History
Education
Skills
Timeline
Rashad Ingram

Rashad Ingram

Raleigh,NC

Summary

I'm a dynamic Cybersecurity specialist with a proven track record at Fidelity Investments, excelling in risk management and user credential management. Recognized for enhancing client satisfaction through effective issue resolution, achieving top Customer Experience Index scores. I'm also skilled in incident response and cybersecurity protocols, ensuring compliance and data protection while delivering exceptional services.

Overview

7
7
years of professional experience

Work History

IT Support Specialist

Fidelity Investments
11.2021 - 08.2023
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Generated and analyzed performance and financial reports, meeting and exceeding KPI goals through effective multitasking.
  • Administered user access controls for financial platforms, enforcing cybersecurity policies and Identity Verification protocols (MFA) to minimize unauthorized access incidents.
  • Contributed to risk mitigation within the IT organization by informing clients of federal and state disclosures and implementing security protocols and ensuring compliance with regulatory frameworks such as SOX and PCI DSS.
  • Enhanced client experience through effective issue resolution, earning the #1 ranking for Customer Experience Index (CEI) scores for three straight quarters.

Tier III Senior Technical Support Advisor

Conduent
01.2017 - 08.2019
  • Provided Tier III technical support for escalated system and security issues to minimize downtime, demonstrating strong troubleshooting and problem-solving skills.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Established rapport and resolved diverse technical situations effectively while providing outstanding customer service via voice and digital channels.
  • Reported phishing threats and alerted DevSecOps to send mass notice to customers.
  • Configured and tested new software and hardware.
  • Enforced cybersecurity and identity verification protocols to ensure compliance and data protection.

Education

Bachelor of Science - Cybersecurity

Full Sail University, Orlando
02-2026
  • National Society of Collegiate Scholars Member
  • Course Director Award for Technical Writing
  • Relevant Coursework: Network Security, Operating Systems Security, Cyber Forensics, Ethical Hacking, Risk Management, Cloud Security, Database Security, and Information Security Policies.

Associate of Science - Information Technology

Full Sail University, Orlando, FL
02-2023
  • National Society of Collegiate Scholars Member
  • Relevant Coursework: Networking, Operating Systems, Hardware & Software, IT Infrastructure, and Database Administration.

Skills

  • Hardware diagnostics
  • User credential management
  • Network diagnostics
  • SIEM
  • Incident Response
  • Risk Management
  • Vulnerability Management
  • Network Security
  • Endpoint Security
  • Security Protocols, Frameworks and Compliances
  • System & Scripting Knowledge

Timeline

IT Support Specialist - Fidelity Investments
11.2021 - 08.2023
Tier III Senior Technical Support Advisor - Conduent
01.2017 - 08.2019
Full Sail University - Bachelor of Science, Cybersecurity
Full Sail University - Associate of Science, Information Technology

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