Summary
Overview
Work History
Education
Skills
Timeline
SoftwareDeveloper

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

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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

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Rebecca HoaglandCyber Analyst