Hunter Gray Email & Phone Number

Owings Mills, Maryland, United States

Promoted to trainer within 3 months of joining the team by showcasing exceptional knowledge of job functions and consistently assisting teammates with troubleshooting and support between calls. Created training material and trained over 15 new service desk analysts on tools, triaging processes, and standard operating procedures.Proactively escalated tickets to appropriate assignment groups, ensuring that critical issues were addressed promptly and accurately.Utilized advanced troubleshooting techniques, Knowledge Base articles, previous tickets, and previous team chat history to resolve complex technical issues, reducing the number of tickets escalated to Tier 2 support by 30%.Troubleshooted technical issues for over 200 associates and at CareFirst, resolving tickets within SLA guidelines and escalating complex issues to appropriate assignment groups, resulting in decreases in ticket resolution time.

Columbia, Maryland, United States

Learned about cybersecurity frameworks and controls. Implemented NIST-800 series documents like 800-52 and 800-171 while working along side Senior Security analysts for guidance and collaboration on a RFI (Request for Information) audit for a client working with government Controlled Unclassified Information.· Attended the Cybersecurity Maturity Model Conference for learning about the new Cybersecurity Maturity Model replacing NIST 800-171.· Worked on internal & Client Security issues detailing missing information and upholding government cybersecurity & network requirements.· Displayed industry knowledge to analysts and Director of security services through presentations to prepare for daily tasks working with industry professionals.

Bachelor'S Of Science, Cybersecurity & Digital Forensics, 3.91

Activities and Societies: Summa Cum Laude

Associate Of Arts - Aa, General Studies