Akrem Keder

Driven Cybersecurity Analyst and Help Desk Specialist with a BS in Cybersecurity from Kennesaw State University. Offers a blend of technical acumen in network security, risk management, and customer support, backed by CompTIA Security+ certification. Aims to leverage skills in a dynamic tech environment

Help Desk Analyst - ATOS IT Services And Solutions - Roswell, Georgia

(2024-03 - 2025-05)

• Used ServiceNow ticketing system to help customers. Document the specific issue and if it was resolved. If ticket is not resolved move it up the chain.
• Used Active Directory to change password or unlock accounts. Helped customers login into their Zscaler VPN if any issue occurred.
• Used Bitlocker for drive recovery when user is locked out due to lost pin or need boot change order. Troubleshoot docking stations, monitors, mouse, and other related devices.

Help Desk Analyst - Robert Half

(2023-10 - 2024-03)

• Assisted customers with troubleshooting issues related to SIM card, Hotspot, Network, Call/SMS, and Service Area by walking them step by step on resolving the issue.
• Documented related issue for future reference and if issue was not resolved created a ticket for higher up agents to investigate and give solutions to the problem.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Bachelor of Science - Cybersecurity - Kennesaw State University (2023-05)