SOULEYMAN KEITA
Woodbridge,VA
Summary
I am looking for a fulltime job with a focus on technical support, security, and/or cybersecurity
Overview
6
6
years of professional experience
1
1
Certification
Work History
Security Officer
Black Suit Protection LLC
Oxon Hill, MD
03.2019 - Current
- Provided executive protection
- Ensured security at entertainment venues, including lounges and public/private events, with a primary focus on preventing altercations and safeguarding assigned site property
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
Security Officer
MGM Resorts
Oxon Hill, MD
07.2024 - Current
- Responsible for intervening and responding to all levels of security and potential emergency needs including acts or threats of violence, emergencies, and life safety threats
- Perform duties in accordance with departmental and property policies, practices, and procedures
- Actively patrol and monitor all areas of the property through rotating assignments, including the exterior, using various modes of transportation
- Provide excellent guest service to guests and employees and resolve complaints and issues involving both guests and employees
- Write reports of daily activities and irregularities such as property damage, theft, guest or employee accidents, or unusual occurrences
Customer Support Specialist
Vida Health
Remote
12.2023 - 07.2024
- Respond to support inquiries and issues reported by customers (via phone or email) with requisite consideration, empathy, and thoughtfulness
- Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs)
- Efficiently diagnose and troubleshoot technical issues to determine the next support steps - provide solutions or escalate to the appropriate level
- Assist Tier 2 Support and management with special projects
Customer Support Specialist
Geico
Fredericksburg, VA
03.2022 - 01.2023
- Utilized excellent communication skills to effectively handle a high volume of customer inquiries and complaints, resulting in a 95% customer satisfaction (CSAT) rating
- Worked collaboratively with a team of claims representatives to streamline processes and improve overall customer experience, leading to a 15% reduction in average handling time
- Demonstrated proficiency in various software programs, including Microsoft Office and Geico's claims management system, with the ability to quickly learn and adapt to new technologies and software
- Consistently exceeded performance metrics and KPI's, including maintaining a 90% accuracy rate in claim processing and resolving an average of 25 claims per day, while ensuring adherence to company policies and compliance standards
Technical Support Specialist
Carvana
Woodbridge, VA
09.2021 - 03.2022
- Utilize product knowledge and SaaS tools to promptly investigate and resolve technical issues/bugs via Zendesk, ensuring a superior customer experience
- Escalate technical issues to higher-level support or engineering teams when necessary and work with them to identify the root cause of the issue and provide a long-term fix
- Collaborate with cross-functional teams, including product development, sales, and marketing, to address complex customer issues and provide feedback on product features and improvements
- Assist customers in navigating features and functionalities by providing product demonstrations, training sessions, and onboarding support
- Keep track of customer feedback from NPS Surveys and documents FAQs and common issues in our knowledge base/help center
Education
Bachelor of Science, B.S. - Computer Science
Middlesex College
Edison, New Jersey06.2024
Skills
- Java
- JSON
- C
- APIs/Webhooks
- XML
- HTML
- CSS
- PHP
- Scripting
- SQL
- Python
- Shell
- Postman
- Project Management
- HubSpot
- Salesforce
- Zoho
- AGILE project management
- SDLC Methodologies
- JIRA
- Zendesk
- Intercom
- Slack
- Okta
- FreshDesk
- RingCentral
- Zapier
- Windows
- MacOS
- IOS
- Linux
- Unix
- Datadog
- Google Cloud
Certification
- CompTIA Security+
- AZ 900: Microsoft Azure Fundamentals
- Customer Support Specialist
Languages
French
Professional
English
Native/ Bilingual
Timeline
Security Officer
MGM Resorts
07.2024 - Current
Customer Support Specialist
Vida Health
12.2023 - 07.2024
Customer Support Specialist
Geico
03.2022 - 01.2023
Technical Support Specialist
Carvana
09.2021 - 03.2022
Security Officer
Black Suit Protection LLC
03.2019 - Current
Bachelor of Science, B.S. - Computer Science
Middlesex College
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