Summary
Overview
Work History
Education
Skills
TOOLS AND TECHNOLOGIES
Certification
Professional Development
References
Timeline
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Tolu Lawson

Markham,ON

Summary

Accomplished Technical Customer Support professional with over five years of experience in high-impact customer support roles. Demonstrates robust proficiency in technical troubleshooting, product support, and system security enhancements. Keen to apply cybersecurity knowledge and technical expertise in an internship role to advance security protocols and infrastructure resilience.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Senior Support Specialist

Remote Technologies
Remote, ON
11.2022 - 04.2024
  • Spearheaded the development of security-focused training materials for new support staff.
  • Enhanced data protection protocols by implementing advanced documentation processes.
  • Provided critical feedback on security features during beta tests of new software products.
  • Optimized technical support workflows, improving ticket resolution time by 15% and enhancing customer satisfaction.
  • Led the development and implementation of proactive monitoring systems, reducing system downtime by 20%.
  • Initiated and directed a comprehensive training program for junior staff, increasing operational efficiency by 30%.

L2 Support Specialist

Deel Incorporated
San Francisco
09.2021 - 10.2022
  • Collaborated with development teams to rectify critical software bugs, reducing related support tickets by 20%.
  • Resolved over 50 daily technical queries with a significant focus on maintaining system and data security.
  • Played a pivotal role in the integration of customer-suggested features that enhanced product security.
  • Maintained top-tier customer satisfaction rates through effective problem-solving and system security measures.

Technical Support Engineer

Tek Experts (Microsoft)
11.2020 - 09.2021
  • Improved overall system functionality by 30%, primarily through security enhancements across Office 365 platforms.
  • Designed and implemented security solutions for Azure Active Directory (Azure AD) to enhance identity management and prevent unauthorized access.
  • Improved SharePoint security by developing strategies to safeguard sensitive data and enhance compliance with industry standards.
  • Enhanced the security protocols for Outlook and Microsoft Exchange to prevent phishing attacks and secure email communications.
  • Deployed security measures for Microsoft Teams and OneDrive, focusing on secure data sharing and collaboration to prevent data leaks.
  • Implemented rigorous security updates and patch management across Office 365 applications without disrupting user productivity.
  • Utilized deep knowledge of cybersecurity practices related to Office 365 services, including threat detection and response within Azure AD, SharePoint, Outlook, Microsoft Exchange, Microsoft Teams, and OneDrive.
  • Conducted regular security audits and vulnerability assessments to identify and mitigate potential security risks.

Education

Post Graduate Certificate - Cybersecurity and Threat Management (In View)

Seneca College of Applied Arts And Technology
North York, ON

Bachelor of Science in Computer Science -

Ecole Superieure Sainte Felicite
01.2018

Diploma in Computer Engineering -

Yaba College of Technology
01.2012

Skills

  • Risk Assessment
  • Network Security
  • Access Control
  • Incident Response
  • Managing security breaches
  • Disaster Recovery Planning

TOOLS AND TECHNOLOGIES

  • Wireshark
  • Nmap
  • Metasploit
  • Kali Linux
  • Burp Suite
  • Splunk
  • Qualys

Certification

  • OPSWAT - Critical Infrastructure Protection (ICIP)
  • AttackIQ - EASY Framework for Threat Intelligence
  • Cisco - Introduction to Cybersecurity
  • Java Certified Programmer
  • SQL and Relational Database Management
  • Remote Work and Virtual Collaboration Professional Certificate
  • Scrum Foundation Professional Certificate

Professional Development

  • Actively participates in webinars and workshops focused on cybersecurity threats and mitigation strategies.
  • Engages in continuous learning to stay abreast of the latest in cybersecurity tools and practices.

References

References available upon request.

Timeline

Senior Support Specialist

Remote Technologies
11.2022 - 04.2024

L2 Support Specialist

Deel Incorporated
09.2021 - 10.2022

Technical Support Engineer

Tek Experts (Microsoft)
11.2020 - 09.2021

Post Graduate Certificate - Cybersecurity and Threat Management (In View)

Seneca College of Applied Arts And Technology

Bachelor of Science in Computer Science -

Ecole Superieure Sainte Felicite

Diploma in Computer Engineering -

Yaba College of Technology

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Tolu Lawson