Summary
Overview
Work History
Education
Skills
Certification
Skill include
Timeline
Generic

Shemar Tulloch

Kissimmee,FL

Summary

Bachelor of Science in Information Technology and currently working towards the CompTIA A+ Security plus certification to obtain a role in information technology. Experience in providing technical support in a call center setting, as well as strong customer service experience. Excited to continue building technology skills and experiences while pursuing a goal of getting into cybersecurity.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

ADT
02.2024 - 12.2024
  • Delivered Tier 1 and Tier 2 support for residential and commercial security systems, smart devices, and monitoring systems.
  • Resolved network connectivity issues and performed firmware updates remotely.
  • Educated customers on system functionality, compliance with privacy policies, and physical security best practices.
  • Documented and escalated critical issues and resolutions with service level agreements.
  • Maintained up-to-date knowledge of evolving security technology trends and compliance standards.

Delivery Assistant

UST Select
11.2021 - 02.2024
  • Assisted in delivering packages to customers with given territory, which changed daily.
  • Utilized iPhones (rabbit) to retrieve route for delivery and track package delivery.
  • Set up delivered items such as treadmills, televisions, refrigerators, couches and made sure items were in working condition upon delivery.

Call Center

Hilton Grand Vacation
03.2021 - 11.2021
  • Received 20+ inbound calls per day at a call center, assisting customers with time share reservations and package amenities within the Hilton chain of resorts.
  • Utilized Hilton’s reservation system to identify membership information and enter customer selections for reservations.

Tech Support

Asurion
04.2019 - 03.2021
  • Handled incoming requests through a que from premier protection plan customers and ensured that issues were resolved.
  • Assisted customers patiently and utilized strong experience of protection plans to help them understand coverage and achieve resolution to their issues.
  • Utilized multiple resources to troubleshoot and identify the root issues and implement the appropriate solution.
  • Assisted and educated customers with device setup including various wirelessly connected systems, such as printers, laptops, and mobile devices.
  • Provided feedback to the organization on customer issues and participated in focus groups to review and rate tools.
  • Investigated and provided solutions to technical issues with mobile devices and related accessories/ technologies, including issues with incoming and outgoing calls/ messages.
  • Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.

Sales/Fitting/Stock room

Polo Ralph Lauren Retailer
04.2016 - 03.2019
  • Worked with customers to understand their interests/ style preference to direct them to products within the store.
  • Assisted customers in retrieving additional sizes or styles when using fitting room.
  • Utilized iPad with applications to identify inventory counts and trigger re-order of products to maintain store availability.

Education

Bachelor of Science - Information Technology

Columbia Southern University
01.2023

Associate of Arts - General Communication

Valencia Community College
01.2018

High School Diploma - undefined

Gateway High School
01.2014

Skills

  • Incident and ticket Management
  • Microsoft Window Experience
  • Android/ iOS Experience
  • Cloud-Based Monitoring Tools
  • Network and system diagnostics
  • Dreamweaver Certified
  • Call Center Experience
  • Customer Service/ Technical Support
  • Adobe Certified
  • Mobile Device Support
  • Troubleshooting/ Issue Resolution
  • Inventory Management
  • Security System Integration
  • Gov Tech Compliance Awareness
  • Active directory

Certification

  • CompTIA A+ Security plus Certification Expected August 2025
  • Google cybersecurity certificate 2024
  • Cyber Security Governance, Risk, and Compliance (GRC) Mastery

Skill include

Cyber security Risk Management, Cyber Security Audit, Asset Management, Identity and access Management (IAM), Security Education and Awareness, Data loss Protection (DLP), Incident Response, Third Party Risk Management.

Timeline

Technical Support Specialist

ADT
02.2024 - 12.2024

Delivery Assistant

UST Select
11.2021 - 02.2024

Call Center

Hilton Grand Vacation
03.2021 - 11.2021

Tech Support

Asurion
04.2019 - 03.2021

Sales/Fitting/Stock room

Polo Ralph Lauren Retailer
04.2016 - 03.2019

Bachelor of Science - Information Technology

Columbia Southern University

Associate of Arts - General Communication

Valencia Community College

High School Diploma - undefined

Gateway High School

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Shemar Tulloch