Open to opportunities

Nicholas Piersimoni

@nicholaspiersimoni

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Cyber security Enthusiast | Persistent Learner | Teamwork Champion

United States

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What I'm looking for

Seeking a role that allows me to continue expanding my cybersecurity skills and work with a team to resolve complex issues and protect customer and company data.

As a passionate cybersecurity enthusiast, I have dedicated myself to continuous learning and skills expansion. With over 6 years of experience in protecting customer and company data, I have developed expertise in security monitoring, forensic analysis, IDS/IPS management, risk assessment, and more.

Throughout my professional journey, I have worked with colleagues to resolve unscripted situations efficiently, benefiting both the company and customers. I am committed to maintaining mastery of current and upcoming cybersecurity competencies.

I am a team player with a strong background in customer tech support, having worked with Verizon in various roles, including Digital Tech Champion II, Messaging Tech Support Coordinator, and Voice Tech Support. I have consistently demonstrated my ability to troubleshoot, secure customer accounts, and escalate issues when needed.

Experience

Work history, roles, and key accomplishments

Digital Tech Champion II

Verizon

Nov 2023 - Jun 2024 (7 months)

Provided customer tech support via live chat, ensuring account security through thorough authentication and presenting best practices against account takeover threats. Escalated issues and collaborated with team members for effective problem resolution.

Customer Support Security Best Practices Live Chat Support Authentication Incident Response

Messaging Tech Support Coordinator

Verizon

Mar 2022 - Nov 2023 (1 year 8 months)

Managed teams of support representatives, developed training content, and resolved escalated customer concerns through effective negotiation and collaboration. Analyzed account data to provide robust solutions.

Team Management Training Development Negotiation Data Analysis Problem Solving

Messaging Tech Support

Verizon

Oct 2020 - Mar 2022 (1 year 5 months)

Served multiple customers simultaneously via chat, promoting self-service options and resolving technical issues efficiently. Documented interactions thoroughly and maintained high performance ratings.

Customer Service Technical Support Documentation

Voice Tech Support

Verizon

Oct 2018 - Oct 2020 (2 years)

Provided customer billing and sales support with a focus on device troubleshooting. Leveraged technical documentation to resolve issues and enhance customer satisfaction.

Billing Support Troubleshooting Customer Satisfaction Technical Documentation Sales Support

Voice Customer Service

Verizon

Jan 2018 - Oct 2018 (9 months)

Handled customer service inquiries over the phone, focusing on billing and technical support. Built rapport with customers and crafted personalized solutions to enhance relationships.

Customer Service Problem Solving Technical Support Communication