ALBERT BENJAMIN COKER
Gaithersburg
Summary
Detail-oriented IT professional with expertise in technical support, system administration, and compliance documentation. Proficient in conducting security assessments and risk analysis using tools like Tenable Nessus, Nmap, and Wireshark. Holds multiple IT certifications, including CompTIA Security+, Network+, ITIL v4, and Linux Essentials, with a strong foundation in networking and access management. Currently pursuing a B.S. in Cybersecurity and Information Assurance, focusing on Risk Management Framework and cybersecurity regulations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative II
Montgomery County Office of Animal Services
Derwood
12.2024 - Current
- Manage inbound calls, service requests, and customer inquiries through a multi-line phone system
- Securely handle PII and payment card data in compliance with data privacy, information security standards, SOPs, and county and state regulations (PCI-DSS, access control, least privilege)
- Schedule, update, and verify appointments within case management, ticketing, and scheduling systems while adhering to standard operating procedures (SOPs)
- Perform data entry, data validation, and records management to ensure data integrity, accuracy, and regulatory compliance
- Document incidents, service requests, and escalations in ticketing systems to support auditability, compliance, and reporting requirements
- Triage issues, perform initial troubleshooting, and escalate to Tier 2/Tier 3 support per SOPs, SLAs, and regulatory guidelines
- Route and transfer calls to appropriate departments to ensure timely incident resolution and continuity of operations
- Coordinate with internal teams to support IT operations, workflow efficiency, and system reliability in regulated environments
- Deliver professional customer service aligned with ITIL practices, GRC frameworks, and county and state policies
Sales Associate
The Home Depot
Germantown
07.2020 - Current
- Delivered technical guidance to customers on installation, configuration, and system compatibility, while providing excellent customer service.
- Assisted customers with product selection and provided expert advice.
- Assisted staff with account/password resets and navigation of internal systems, reinforcing access management best practices.
- Supported colleagues and customers with troubleshooting steps, contributing to improved user satisfaction, and reduced downtime.
Animal Facility Support Specialist II
NIH / Priority One Services
Bethesda
03.2020 - 08.2023
- Monitored operational systems and facilities, documenting technical issues and performance deviations.
- Revised and authored Standard Operating Procedures (SOPs) to align with compliance and security requirements.
- Partnered with internal teams to troubleshoot and resolve equipment and system-related vulnerabilities.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT10-2026
Skills
- Technical troubleshooting
- Customer relationship management
- Records management
- Information security
- System compatibility analysis
- Active Directory management
- Hardware and software support
- Customer service
- Problem solving
- Effective communication
- Incident documentation
- Standard operating procedures
- Data privacy compliance
- Critical thinking
- Task prioritization
- Multi-task management
- Account management
Websites
Certification
• CompTIA Security+
• CompTIA Network+
• CompTIA A+
• ITIL v4 Foundations
• LPI Linux Essentials
• ISC2 Certified in Cybersecurity
• Hemmersbach Technician Academy Training
• CompTIA Network+
• CompTIA A+
• ITIL v4 Foundations
• LPI Linux Essentials
• ISC2 Certified in Cybersecurity
• Hemmersbach Technician Academy Training
Projects
Participated in Security Test and Evaluation (ST&E) and Security Control Assessments (SCA) for a new information system. Participated in the GAP Analysis for an existing information system to assess security posture. Analyzed DNS and HTTP traffic using Wireshark to identify network behavior and potential issues. Configured a SOHO router, implementing SSID security and port forwarding. Upgraded a Dell Precision 5570 from HDD to SSD, improving system performance and reliability. Managed Active Directory users and implemented folder redirection in Windows Server 2019. Installed and configured Ubuntu and Kali Linux on VMware/VirtualBox to gain hands-on experience with security tools, including web application analysis, vulnerability assessment, digital forensics, and reporting. Resolved Windows Defender update issues using Event Viewer and CompTIA troubleshooting methodologies.
Timeline
Customer Service Representative II
Montgomery County Office of Animal Services
12.2024 - Current
Sales Associate
The Home Depot
07.2020 - Current
Animal Facility Support Specialist II
NIH / Priority One Services
03.2020 - 08.2023
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University