Open to opportunities

Koffi Thomas Kouakou

@koffithomaskouakou

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Experienced Information Security Analyst with a focus on cyber security.

United Arab Emirates

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What I'm looking for

I seek a challenging role in a dynamic organization that values security and innovation, offering opportunities for professional growth and development.

I am a seasoned Information Security and Cyber Security Analyst with 18 years of experience in the IT environment, spanning hardware and software domains. My expertise lies in threat detection and remediation, with a strong focus on endpoint security across various platforms including Windows, Mac, Linux, iOS, and Android. Over the past 8 years, I have honed my skills in utilizing a range of security tools such as MDM, EPP, EDR, DLP, and IT compliance frameworks.

Throughout my career, I have successfully managed technical support teams, improved customer satisfaction, and enhanced operational processes. My tenure at BlackBerry as a Senior Enterprise Mobility and Cyber Security Analyst allowed me to lead initiatives that retained significant clients and improved analyst performance metrics. I am passionate about developing training programs that elevate team capabilities and ensure adherence to security protocols, ultimately contributing to a safer digital environment.

Experience

Work history, roles, and key accomplishments

Senior Product Support Analyst

Bullhorn

Dec 2023 - Present (1 year 7 months)

Resolved technical and product-related incidents reported by users, providing ad-hoc support to Tier1 analysts. Conducted technical interviews for analyst recruitment and resolved critical software issues using REST API and SQL tools.

Technical Support Product Support REST APIs SQL GDPR HIPAA)Customer Service Troubleshooting Jira

Senior Enterprise Mobility and Cyber Security Analyst

BlackBerry

Jan 2015 - Present (10 years 6 months)

Resolved critical Mobile Device Management (MDM), Endpoint Protection (EPP), and Endpoint Detection Response (EDR) issues across various platforms. Collaborated with development teams to identify software bugs and maintain lab environments for testing and issue recreation.

Mobile Device Management Endpoint Protection Cylance iOS Android Windows MacOS Linux SIEM NIST GDPR Vulnerability Management Incident Response Salesforce

Level 2 Remote Support Engineer for EMEIA

Ernst & Young

Jul 2013 - Present (12 years)

Provided second-level technical support to end-users, ensuring high service quality for hardware and software troubleshooting. Managed incidents using ServiceNow and maintained user accounts via Active Directory, Office 365, and Microsoft Exchange.

Blackberry Technical Support Technical Troubleshooting ServiceNow Active Directory Office 365 BlackBerry Mobile Device Management

Dell Technical Trainer for EMEA

Dell

Jan 2011 - Present (14 years 6 months)

Developed and delivered training programs to Dell employees on various Dell hardware and software, including Microsoft operating systems and Office applications. This role focused on enhancing the technical proficiency of staff.

Technical Training Hardware Software Microsoft Windows Microsoft Office Curriculum Development Presentation Skills Employee Development

Dell Technical Mentor for EMEA (2 Line Support)

Dell

Jan 2005 - Present (20 years 6 months)

Managed the technical aspects for a team of 15 analysts, focusing on hardware troubleshooting for desktops, laptops, servers, and printers. Provided support for software troubleshooting across Dell software, Windows OS, and Linux OS.

Technical Troubleshooting Desktop Support Windows OS Linux OS Team Leadership

Education

Degrees, certifications, and relevant coursework

Toulouse University

Diploma in Engineering and Management of Information System, Engineering and Management of Information System

Completed a diploma focused on the engineering and management of information systems. Gained foundational knowledge in IT system design and operational management.

International Management School (ESIG Morocco)

Graduated, Finance, Audit

Graduated from the International Management School with a focus on Finance and Audit. Developed skills in financial analysis and auditing practices.

University of Quebec - Chicoutimi

Bachelor in Business Administration, Business Administration

Obtained a Bachelor in Business Administration, providing a comprehensive understanding of business principles. Focused on core business functions and management strategies.

Ivory Coast

Baccalaureate of Science, Mathematics and Physics

Completed a Baccalaureate of Science with a specialization in Mathematics and Physics. Developed strong analytical and problem-solving skills through rigorous coursework.