Susan Gibbs
Virginia Beach,VA
Summary
Versatile Service Desk Agent with Cybersecurity background and dedication to exceptional customer service. Excellent interpersonal, oral and written communications skills, ability to multi-task, critical thinking, and flexibility enable superior results.
Overview
1
1
year of professional experience
1
1
Certification
Education
Bachelor of Science - CIS With A Concentration in Network Security
ECPI University
Virginia Beach, VA07.2021
Doctor of Veterinary Medicine - Veterinary Medicine
University of Georgia College Veterinary Medicine
Athens, GA05.2010
Bachelor of Science - Psychology
Presbyterian College
Clinton, SC05.1987
Skills
- Ability to collaborate and multi-task in fast-paced environment
- Strong analytical and problem solving skills
- Versatility
- Amazon Web Services Active Directory, and Microsoft Outlook Software
- Exceptional customer service
- Proficiency with service desk and authentication software
- Excellent interpersonal, written, and oral communication skills
Certification
- CompTia Security + Certification
Work History
Tier I Service Desk Agent
Science Applications International Corporation
Norfolk, Virginia
09.2021 - Current
- Operates as initial point of contact to provide user support interactions via telephone, chat and email platforms.
- Actively listened to customers, handled concerns quickly and escalated major issues to appropriate specialists
- Identified issues and analyzed information regarding desktop computers, laptops and mobile electronic devices, to enable problem resolution.
- Performed troubleshooting to diagnose and resolve user system functionality issues and enable completion of desired operations.
- Identify system hardware, network infrastructure and connectivity issues that prevent execution of user-initiated tasks.
- Collaborate with internal partners to effectively resolve user technical or security issues.
- Document service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Affiliations
Cybersecurity and Infrastructure Security Agency
Member of Mentor and Mentee Women in Cybersecurity
Member of WiCys (Women in Cybersecurity)
E-Portfolio
E-portfolio created on Chalk and Wire
https://ecpi.chalkandwire.com/SecureUrlPage.aspx?urlId=40092115&u=guest&cus=379
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