Open to opportunities

Andraas Taylor

@andraastaylor

Message

I resolve mission-critical IT and cybersecurity support issues for government and commercial users.

United States

Message

What I'm looking for

I'm seeking a second-shift customer service role where I can use communication, problem-solving, and relationship-building skills to deliver an outstanding customer experience.

I've supported government and commercial users across mission-critical IT environments for more than eight years, resolving issues through phone, email, chat, remote sessions, and ticketing systems.

At Ausgar Technologies, I provide customer and cyber support, perform vulnerability assessments and mock audits, track remediation through FISMA and IAVM directives, and triage SIEM and EDR alerts. I investigate suspicious activity, escalate validated incidents, and support 24x7 operations across multiple time zones.

Previously at SimVentions, I delivered Tier II support to more than 150 end users, resolving Windows, Outlook, Microsoft 365, VPN, and account-access issues. I also supported Windows Server environments, patch management, vulnerability remediation, ACAS, Nessus, and Azure AD identity access management.

Across Bowhead, TEKsystems, and K-Force Government Solutions, I've built customer relationships through clear communication, professional troubleshooting, documentation, and dependable service. I'm focused on making technical issues understandable while helping customers reach a successful resolution.

Experience

Work history, roles, and key accomplishments

Current

Cyber Support Specialist / IT Support

Current

Ausgar Technologies

Jan 2022 - Present (4 years 8 months)

Provided professional customer support in a mission-critical environment, performing vulnerability assessments and mock audits. Triaged SIEM and EDR alerts, investigated suspicious activity, and escalated validated incidents to senior security teams.

Customer Service Vulnerability Assessment FISMA IAVM SIEM EDR Ticketing Systems Remote Support Documentation

Technical Customer Support Specialist

SimVentions

Jan 2019 - Dec 2022 (3 years 11 months)

Provided Tier II support for over 150 end users, resolving Windows, Outlook, Microsoft 365, VPN, and account access issues. Managed patch management and vulnerability remediation, and administered ACAS system and Azure AD for IAM.

Windows Outlook Microsoft 365 VPN Windows Server Patch Management ACAS Nessus Azure AD IAM

Customer Support Representative

Bowhead

Jan 2018 - Dec 2019 (1 year 11 months)

Supported Microsoft 365 users with Outlook, Teams, OneDrive, and SharePoint, assisting with password resets, account setup, onboarding, and troubleshooting. Created documentation to improve customer self-service.

Microsoft 365 Outlook Teams SharePoint Password Resets Onboarding Troubleshooting Documentation

Desktop Support Technician

TEKsystems

Jan 2017 - Dec 2018 (1 year 11 months)

Provided Tier I and Tier II support for desktops, laptops, printers, and software, resolving customer issues through phone, remote desktop, and in-person assistance. Delivered friendly, professional customer service in a high-volume environment.

Desktop Support Printer Support Customer Service

Technical Support Specialist

K-Force Government Solutions

Jan 2016 - Dec 2017 (1 year 11 months)

Assisted users with technical issues and maintained clear communication throughout resolution. Collaborated with team members to ensure excellent customer outcomes.

Technical Support Collaboration Customer Service