Open to opportunities

Andrea Pierce

@andreapierce

Message

I troubleshoot networks, protect sensitive data, and strengthen operational security in high-volume environments.

United States

Message

What I'm looking for

I'm looking to apply my cybersecurity training and operational experience in a role focused on network security, threat detection, incident response, vulnerability management, and protecting sensitive data.

I've supported high-volume operations at National Grid, Hallmark Cards, and LiveOps by resolving technical issues, protecting sensitive customer data, and maintaining clear, compliant case documentation. At Hallmark, I maintained territory hardware uptime, remediated equipment failures, and supervised a team of 10 while achieving zero major safety incidents over 10 years.

I'm CompTIA CySA+ certified and trained in network security, threat hunting, incident response, and GRC. I bring hands-on troubleshooting across TCP/IP, DNS, firewalls, Wireshark, Nmap, Linux, Splunk, and CRM platforms, paired with calm communication during complex customer and operational issues.

Experience

Work history, roles, and key accomplishments

Current

Call Center Representative

Current

National Grid

May 2025 - Present (1 year 3 months)

Resolves inbound technical and service inquiries, achieving high first-contact resolution rates through structured diagnostic troubleshooting. Manages high-volume sensitive customer accounts with composure, de-escalating complex issues to restore client trust.

CRM Ticketing Systems Troubleshooting Data Privacy Compliance

Current

Territory Supervisor

Current

Hallmark Cards

Apr 2014 - Present (12 years 4 months)

Maintains high operational uptime across territory hardware by identifying and remediating equipment malfunctions and physical security asset failures. Supervises a team of 10, enforcing SOPs to ensure compliance with security standards and eliminate human error.

Hardware Support Team Leadership Data Analysis Risk Mitigation

Customer Service Representative

LiveOps Inc.

Jan 2022 - Jan 2024 (2 years)

Protected sensitive Personally Identifiable Information (PII) within CRM databases by enforcing strict data privacy standards and encryption protocols. Exceeded high-volume SLA targets by resolving critical service inquiries under pressure while maintaining seamless communication continuity.

CRM Data Privacy SLA Problem Solving

Education

Degrees, certifications, and relevant coursework

Per Scholas

Certificate, Cybersecurity

Completed cybersecurity training program with coursework in network security, threat hunting, incident response, and governance, risk, and compliance.