Open to opportunities

Scott User

@scottuser4

SOC Analyst transitioning into cybersecurity, delivering end-user support, troubleshooting, and change-managed production support.

Zimbabwe

Message

What I'm looking for

I’m looking to continue my transition into cybersecurity, contribute to SOC operations, and handle real-world troubleshooting and monitoring with strong change management and customer-focused support.

Hello, my name is Scott, and after many years in customer service and sales, I’m making the transition to industry in the information technology field with a focus in cybersecurity. I bring a support-first mindset shaped by working directly with customers and user needs.

As an Analyst - System Analysis and Program II at Pyramid Consulting Group, LLC, I provide end user application support through monitoring support tickets, perform problem determination and resolution, and consult with programmers, database administrators, and systems administrators as required. I also use the ITS Change Management System to record and manage user requests for enhancements, system modifications, and production support, and I support customers for state, federal, and data warehousing regulations.

Before that, I worked as a Help Desk Technician at SAIC, supporting Microsoft 365 and Windows Server environments using ServiceNow and the BMC Remedy Ticketing System. I’m currently earning a Master of Science in Cybersecurity and Information Assurance at Western Governors University, and I’m aiming to grow deeper into SOC-driven security work using my certifications and hands-on troubleshooting experience.

Experience

Work history, roles, and key accomplishments

Current

Analyst - System Analysis and Program II

Current

Pyramid Consulting Group, LLC

Jun 2023 - Present (3 years 2 months)

Provide end user application support through monitoring support tickets;

Provide problem determination and resolution on functional issues;

Consult with programmers, database administrators, and systems administrators as required to resolve issues;

Participate in user group and vendor meetings;

Support customer for all state, federal, and data warehousing regulations;

Provide technical expert

Current

Analyst - System Analysis II

Current

Pyramid Consulting Group, LLC

Jun 2023 - Present (3 years 2 months)

Provided end-user application support by monitoring support tickets, troubleshooting functional issues, and collaborating with programmers, database administrators, and systems administrators. Used an ITS change management system to manage user requests and production support, and provided technical expertise for data issue resolution and design deficiency reporting.

end user support Production Support Change Management Compliance Support Design Deficiency Reports

Help Desk Technician

SAIC

Jan 2023 - Jun 2023 (5 months)

Provided help desk support while managing incidents and user needs. Worked with enterprise tools and systems including Microsoft 365, Windows Server, and Active Directory.

Virtualization ServiceNow Microsoft 365 Customer Service Windows Server Troubleshooting Active Directory

Customer Service Representative II

Fisher Scientific

Feb 2020 - Jan 2023 (2 years 11 months)

Handled customer support and service needs while working in an e-commerce environment. Applied problem solving and customer communication skills to assist users and resolve issues.

Communication Skills Active Directory Problem Solving Virtualization Customer Service Active Listening