CHRISTOPHER MCGHEE
Security Officer
Conley,GA
Summary
Dedicated IT Support and Technical Support professional with over 5 years of experience delivering Tier 1 support in dynamic, SLA-driven environments. Expertise in troubleshooting Windows systems, resolving hardware and software issues, managing user accounts, and providing remote assistance to end users. Proficient in ServiceNow, Zendesk, various ticketing systems, and basic Active Directory functionalities. Strong track record of merging technical troubleshooting skills with exceptional customer service, ensuring adherence to quality assurance and compliance standards.
Overview
7
7
years of professional experience
9
9
Certifications
Work History
Security Officer
Clayton State University
Morrow, Geor
07.2024 - Current
- Awarded Employee of the Year for accuracy and compliance
- Enforced access control and maintained incident reports
- Responded to incidents and coordinated with internal teams
- Perform daily perimeter and safety checks across an area serving ~6000 students and staff, reducing trespassing and physical security risks through consistent risk monitoring
- Monitored campus premises to ensure safety and security of students and staff.
- Responded promptly to emergencies, providing assistance and coordinating with local law enforcement.
- Conducted regular patrols, identifying and addressing potential security risks proactively.
Unarmed Security Guard
Skylar Security
Atlanta, GA
02.2023 - 04.2026
- Assisted visitors and customers to provide directions, answer questions and meet requests.
- Implemented access control procedures to prevent unauthorized entry into restricted areas of the facility.
- Responded to emergency situations with timely decision-making and efficient action, ensuring the safety of all involved.
- Monitored surveillance cameras to identify suspicious activity and prevent possible crime.
- Verified each individual's right to enter restricted areas and denied access to unauthorized persons.
- Conducted safety checks hourly , inventory checks and security assessments to apply protective measures.
- Completed full building and grounds patrols to spot and investigate concerns.
- Monitored alarm systems to detect any unauthorized entries into protected areas.
Quality Assurance & Customer Service Analyst
Everise
Atlanta, GA
02.2022 - 01.2023
- Conducted QA audits on 1,000+ calls monthly
- Provided coaching to improve performance and compliance
- Identified trends and improved service quality
- Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
- Implemented targeted training programs based on individual performance assessments, addressing identified skill gaps effectively.
- Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.
- Developed comprehensive reports on key performance indicators, presenting findings to senior management for informed decisionmaking.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
Technical Support Agent
Continuum Global Solutions
Atlanta, California
09.2021 - 01.2022
- Resolved 50+ support tickets daily while meeting SLA targets
- Troubleshot Windows OS, VPN, and account access issues
- Used ServiceNow and Zendesk for ticket documentation
- Walked individuals through basic troubleshooting tasks.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Resolved complex technical issues for better client experience and smoother operations.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Activated accounts for clients interested in new services.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted colleagues in troubleshooting software and hardware problems, enhancing team productivity.
Security Guard
Allied Universal Security Services
Atlanta, GA
09.2019 - 08.2021
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Responded quickly to incidents and assessed active situations for security concerns.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Detected potential risks early by remaining vigilant during shifts and reporting suspicious activity immediately.
- Conducted detailed incident reports after each shift, contributing valuable insights for management review and analysis.
Education
Associate of Applied Science - AI Software Engineering
Maestro University
Arlington, TX02-2028
High School Diploma -
Jonesboro High School
Jonesboro, GA, USA05.2019
Skills
- Windows OS Troubleshooting
- Troubleshooting hardware and software issues
- VPN & Network Connectivity
- Remote Desktop Support
- Application Installation & Configuration
- ServiceNow
- Zendesk
- Jira
- Ticketing Systems
- Active Directory (Basic)
Threat management
Complex Problem-solving
Surveillance
Threat assessment
Dispatch
Crisis intervention training
Cybersecurity awareness
Asset protection
Emergency evacuation procedures
Alarm monitoring
Interior and exterior patrol
Screening wands
Reliability
Ticket management
Network configuration
Application support
Remote support
Hardware diagnostics
Mobile device support
Technical issues analysis
Data entry
Desktop support
Customer service
Decision-making
Customer service expert
Technical troubleshooting
Issue escalation
Product knowledge
Verbal and written communication
Active listening
Issue troubleshooting
LAN/WAN
Ticket support system management
Network diagnostics
Microsoft outlook
Windows 10
User support
Incident tracking
Teamwork and collaboration
Complaint resolution
Appointment scheduling
Call center operations
Technical support
Analytical thinking
Quality assurance
Mentoring and training
Collaboration and communication
Data analysis
API testing know-how
Best practices and methodologies
Network security
Phishing awareness
Two-factor authentication
Intrusion detection
Stock replenishment
Maintaining stock levels
Friendly and outgoing
Customer relationship management (CRM)
Window displays
Organizational and planning skills
Strong work ethic
Quality control measures
Accuracy and attention to detail
Detail-oriented approach
Self-motivation and initiative
Research and information gathering
Certification
Google Cybersecurity Professional Certificate
Timeline
Critical Thinking in the AI Era / HP LIFE
03-2026
AI for Beginners/ HP LIFE
11-2025
Google Cybersecurity Professional Certificate
09-2025
IT for Business Success / HP LIFE
09-2025
Data Science & Analytics/ HP LIFE
08-2025
Customer Experience (CX) for Business Success/ HP LIFE
08-2025
Medical Billing and Coding Fundamentals
07-2025
Effective Leadership/ HP LIFE
07-2025
Introduction to Cybersecurity Awareness / HP LIFE
07-2025
Security Officer
Clayton State University
07.2024 - Current
Unarmed Security Guard
Skylar Security
02.2023 - 04.2026
Quality Assurance & Customer Service Analyst
Everise
02.2022 - 01.2023
Technical Support Agent
Continuum Global Solutions
09.2021 - 01.2022
Security Guard
Allied Universal Security Services
09.2019 - 08.2021
Associate of Applied Science - AI Software Engineering
Maestro University
High School Diploma -
Jonesboro High School