DeQuann Penny

CompTIA Security+ certified IT Support, cybersecurity, and networking professional with 15+ years of experience in customer service, compliance-driven environments, technical troubleshooting, documentation, and problem resolution. Technical education includes Cyber Security Associates and Full Stack Networking Associates through NGT Academy, ThinkCloudly Cloud Computing Bootcamp, and ongoing Cisco CCNA studies. Hands-on experience with enterprise networking labs, Cisco Packet Tracer, router, switch, and firewall configuration, TCP/IP, DNS, DHCP, VLANs, Microsoft 365, Active Directory fundamentals, and cybersecurity operations.

Passionate about delivering exceptional Help Desk and Tier 1 technical support while continuously expanding technical expertise.

Package Handler at FedEx Ground (2025-08 – Present)

• Operate effectively in a fast-paced, process-driven environment requiring accuracy, accountability, teamwork, and attention to detail.

Appeals Specialist at HealthCare Service Corporation (2018-03 – 2024-04)

• Supported Registered Nurses and Medical Directors through administrative coordination and complex case investigations.
• Analyzed regulated documentation while maintaining HIPAA compliance and audit-ready records.
• Collaborated across departments to resolve escalated issues efficiently.
• Maintained detailed documentation ensuring accuracy, confidentiality, and regulatory compliance.

Senior Customer Advocate at HealthCare Service Corporation (2008-10 – 2018-03)

• Managed complex customer cases and resolved escalated issues through structured problem-solving and effective communication.
• Maintained detailed documentation while meeting quality and compliance standards.
• Collaborated with internal teams to ensure timely issue resolution and customer satisfaction.

Case Management Specialist at DIRECTV (2007 – 2008)

• Managed escalated customer cases from intake through final resolution.
• Coordinated with technical departments to resolve complex service issues, maintained detailed documentation, communicated status updates, and ensured timely customer-focused resolutions.

Technical Support Representative at DIRECTV (2004 – 2007)

• Provided Tier 1 technical support for satellite television services by troubleshooting receiver, signal, connectivity, and equipment issues.
• Documented incidents, resolved technical problems, and escalated advanced issues while delivering exceptional customer service.

Customer Advocate at Sprint / Decision One (2002 – 2004)

• Delivered Tier 1 wireless technical support for mobile customers by troubleshooting device activation, provisioning, and connectivity issues.
• Supported 3G and emerging 4G/LTE technologies with foundational knowledge applicable to modern 5G environments.
• Assisted with handset configuration, account management, service restoration, documentation, and escalation procedures.

Associates in Cyber Security – NGT Academy

Associates in Full Stack Networking – NGT Academy

Bootcamp in Cloud Computing – ThinkCloudly (2026)