Trey C. Email & Phone Number

• Demonstrated expertise in Linux command line usage, including scripting in Python and Bash.• Strong foundation in networking concepts, ensuring reliable and efficient system communication.• Conducted cybersecurity analysis and testing of client systems and networks, reinforcing robust security protocols.• Evaluated client systems and networks against Raise the Bar (RTB) standards, promoting high security compliance.• Experience in analyzing, executing, and refining test plans and procedures.• Competent in developing and reviewing technical documentation for accuracy and clarity.• Engaged in whitebox testing and adversarial emulation to enhance system security.• Knowledgeable in NIST 800-053 security controls, assuring compliance and robustness.• Understanding of cyber threats with a focus on effective system hardening strategies.• Proficient in using various vulnerability assessment tools (Kali Linux, Wireshark, Tripwire, Burp Suite, and Metasploit) for identifying and addressing system vulnerabilities.• Assisted in the refinement of technical and personable interview questions, contributing to a more effective recruitment process.• Actively involved in mentoring and guiding new employees during the onboarding process, facilitating their integration and professional growth.

• Lead a team of a dozen technical support specialists, providing communication to key stakeholders regarding help desk performance• Participate in hiring, coaching, mentoring, and developing world-class technical support specialists• Account for key team success metrics through use and examination of key performance indicators (KPI)• Identify key trends and customer issues, and recommend customer experience improvements• Nurture a strong team culture and contribute to the development of interdepartmental relationships• Participate in customer meetings to resolve escalations and strengthen customer relationships• Develop technicians for career growth and increased organizational impact• Assist with the implementation of an internal knowledge base and creation of articles for technician support• Review and improve knowledge articles for integrity• Identify customer software defects and escalate to internal resources for resolution• Provide suggestions for product improvements and future software adjustments• Decrease customer response time from 6 minutes to 2 minutes, increasing individual production• Improve individual technician production by 50% per hour on average• Focus on improving SLAs by 30% to prevent loss of customer contracts

• Provide first-level problem-solving for POS hardware and software, including operational and technical issues• Perform customer service administrative tasks, understand customer databases, and process hardware replacements• Escalate tickets to the appropriate internal departments• Manage third-party vendor contracts to ensure customer service and reliability• Use Microsoft Dynamics (Optima) to efficiently handle and organize customer tickets and issues• Troubleshoot complex networking issues related to firewalls, switches, and routers• Provide first-level support for over 10,000 POS clients, including large-scale corporations like Dairy Queen and Five Guys

• Provide excellent customer service and maintain proper communication• Ensure accurate and swift transportation of information to the proper sources• Act as a consultant for New York State Department of Transportation (NYSDOT)

• Provided excellent customer service, assisted with special orders, maintained a calm and organized environment, multitasked as needed, and demonstrated flexibility in adjusting to various tasks

• Performed cashier duties while assisting customers with purchases and inquiries, ensuring quality service, and maintaining a safe and compliant environment in accordance with health and safety regulations

Master Of Science, Cybersecurity And Information Assurance

Bachelor'S Degree, Network Forensics Intrusion Investigation

Associate'S Degree, Computer And Information Systems Security/Information Assurance