FLORENCE REFFELL
Fredericksburg
Summary
Dynamic Help Desk Support Specialist with a proven track record at Courtesy Health Services, adept at resolving complex technical issues and enhancing user satisfaction. Skilled in network connectivity and problem-solving, I excel in delivering remote support while fostering strong client relationships through effective communication. Committed to improving system functionality and user proficiency.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Developed skills in cybersecurity and risk management within high-stakes environment. Demonstrated ability to implement effective security measures and manage regulatory compliance. Seeking to transition into new field, leveraging strong analytical and problem-solving abilities.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Junior Information Systems Security Officer
CI Technology Solutions LLC
08.2023 - Current
- Conducted risk assessments to identify vulnerabilities in information systems.
- Developed and implemented security policies and procedures to enhance data protection.
- Monitored network traffic for unusual activity, ensuring timely incident response.
- Collaborated with IT teams to integrate security measures into system designs.
- Evaluated third-party vendors for security compliance and risk management.
- Conducted regular risk assessments for proactive identification and mitigation of potential vulnerabilities.
Help Desk Support Specialist
Courtesy Health Services and ACE IT Innovations.
05.2022 - 07.2023
- Provided technical support to end-users, resolving hardware and software issues efficiently.
- Assisted in troubleshooting network connectivity problems, enhancing overall system functionality.
- Documented support requests and resolutions in ticketing system for future reference and analysis.
- Collaborated with team members to identify recurring issues, contributing to knowledge base expansion.
- Guided users through basic software applications, improving user proficiency and satisfaction.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
Help Desk Technician
Pinnacle Account Solutions
09.2021 - 10.2022
- Resolved technical issues for clients via phone, email, and chat support.
- Installed and configured software applications on user workstations.
- Documented troubleshooting procedures in knowledge base for future reference.
- Assisted team in maintaining inventory of hardware and software assets.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
Education
Cybersecurity Management And Policy
University of Maryland Global Campus
Adelphi, MD05-2024
Skills
- Incoming call management
- Problem-solving abilities
- Verbal and written communication
- Tracking and documentation
- Vulnerability scanning
- Risk assessment
- Time management
- Tenable
- CSAM
- eMASS
- NIST 800 series
- ServiceNow(SNOW)
- Splunk
- Microsoft Office Suite
- Troubleshooting
Certification
CompTIA Security+ce:Active
Languages
English
Timeline
Junior Information Systems Security Officer
CI Technology Solutions LLC
08.2023 - Current
Help Desk Support Specialist
Courtesy Health Services and ACE IT Innovations.
05.2022 - 07.2023
Help Desk Technician
Pinnacle Account Solutions
09.2021 - 10.2022
Cybersecurity Management And Policy
University of Maryland Global Campus
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