Rebecca Hoagland
Cyber Analyst
Cherryville,NC
Summary
Talented Technical Support Representative with a gift for understanding the needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux, and Mac systems. Proven skill in resolving problems quickly on the first call. A detail-oriented Technical Support Engineer with extensive experience in telecommunications, retail, and customer service, troubleshoots highly technical, complex issues with ease and patience. delivers Tier 2 and 3 support knowledge. A detail-oriented, organized, and meticulous employee that works at a fast pace to meet tight deadlines. An enthusiastic team player ready to contribute to the company's success.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
IT Support Engineer
TEKsystems
Charlotte , NC
04.2020 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Ethernet.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
Cybersecurity Analyst
Concentrix
Hickory, NC
08.2019 - 08.2021
- Developed and maintained incident response protocols to mitigate damage and liability during security breaches.
- Created cybersecurity best practice communications to educate staff against known threats and potential vectors of attack.
- Designed company-wide policies to bring operations in line with Center for Internet Security (CIS) standards.
- Authored security incident reports, highlighting breaches, vulnerabilities and remedial measures.
- Participated in creation of device hardening techniques and protocols.
- Directed in-house cyber security auditing program to detect flaws and weaknesses in Wireshark.
- Collaborated with third-party payment card industry (PCI) compliance partners.
- Spearheaded bring your own device program, defining necessary security parameters and designing complementary security deployments.
- Conducted security audits to identify vulnerabilities.
- Performed risk analyses to identify appropriate security countermeasures.
- Monitored computer virus reports to determine when to update virus protection systems.
- Recommend improvements in security systems and procedures.
- Monitored use of data files and regulated access to protect secure information.
- Developed plans to safeguard computer files against modification, destruction or disclosure.
- Engineered, maintained and repaired security systems and programmable logic controls.
Tier 2 Technical Support Engineer
Apple
Charlotte , NC
07.2017 - 07.2019
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Maintained response times to support business continuity.
- Updated and maintained current customer support database.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Documented faults and bugs for referral to development staff for use in updates.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Education
Bachelor of Science - Information Technology With Cybersecurity
Grand Canyon University
Phoenix, AZ 09.2018 - 08.2022
Associate of Science - Computer And Information Systems Security
MyComputerCareer.com
Raleigh, NC 02.2020 - 11.2020
Skills
TCP/IP
Software diagnosis
Desktop support
Mac systems
Technical issues analysis
Data recovery
Complaint resolution
Staff education and training
Linksys
Ticket support system management
Application support
Technical Support
Network diagnostics
Technical documents comprehension
Java Full Stack
User credential management
Videoconferencing
PC component diagnostics
Wide-area Networks
Customer service expert
Adobe and Adobe Flash
Issue troubleshooting
Timeline
IT Support Engineer
TEKsystems
04.2020 - Current
Associate of Science - Computer And Information Systems Security
MyComputerCareer.com
02.2020 - 11.2020
Cybersecurity Analyst
Concentrix
08.2019 - 08.2021
Bachelor of Science - Information Technology With Cybersecurity
Grand Canyon University
09.2018 - 08.2022
Tier 2 Technical Support Engineer
Apple
07.2017 - 07.2019