Shakiya Cole
LaGrange,Georgia
Summary
Cybersecurity focused IT professional with 5+ years of experience in help desk, system support, and user access management. CompTIA Security+ certified with knowledge of SIEM analysis, endpoint security, access control, and NIST frameworks. Currently pursuing a degree in Cybersecurity. Seeking an entry-level role to contribute to protecting enterprise systems and supporting users.
Overview
8
8
years of professional experience
Work History
Service Desk Technician
Interface
05.2023 - Current
- Provide remote technical support using screen-sharing tools and ticketing systems.
- Perform system hardening, workstation configuration, and basic incident response.
- Create knowledge base articles and training guides for team efficiency.
- Conduct user access audits and escalate cybersecurity concerns when needed.
IT Support Specialist
Interface
11.2021 - 05.2023
- Managed high-volume support tickets and remote troubleshooting.
- Handled account provisioning, password resets, and access control.
- Maintained HIPAA compliance and assisted with vulnerability remediation.
- Collaborated with security teams on high-risk issues and incident documentation.
Help Desk Support Specialist
Callaway Gardens Resort
06.2017 - 11.2021
- Resolved user issues involving access, email, and software in a timely manner.
- Maintained detailed logs and upheld strict data security standards.
- Delivered high first-contact resolution and excellent customer service.
- Supported workstation setups and secure system procedures.
Education
Cybersecurity Associate’s Degree
West Georgia Technical College
05.2026
Security + Certificate -
CompTIA
01.2025
Medical Administrative Assistant Certificate -
1 On 1 Technical College
01.2021
General Diploma -
LaGrange High School
05.2018
Skills
- Password resets
- Access management
- Incident documentation
- Ticketing systems
- Remote IT support
- Troubleshooting
- Operating system setup
- Endpoint security
- HIPAA compliance
- NIST compliance
- Customer service
- User education
Timeline
Service Desk Technician
Interface
05.2023 - Current
IT Support Specialist
Interface
11.2021 - 05.2023
Help Desk Support Specialist
Callaway Gardens Resort
06.2017 - 11.2021
Cybersecurity Associate’s Degree
West Georgia Technical College
Security + Certificate -
CompTIA
Medical Administrative Assistant Certificate -
1 On 1 Technical College
General Diploma -
LaGrange High School
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