Lorretta Anoliefo
$15/hr
Technical Support Specialist || IT Support Analyst || Customer Service Specialist
OGECHUKWU ADA LORRETTA ANOLIEFO
:: IT Support Specialist || Cybersecurity Analyst
https://www.linkedin.com/in/ogechukwu-anoliefo ||-Johnson City, Tennessee, USA
PROFILE SUMMARY
__________________________________________________________
IT Support Specialist with over 7 years of experience in customer & technical support, risk management,
and cybersecurity operations. Skilled in implementing security measures, conducting risk assessments,
and developing NIST & ISO 27001 compliant policies. Proficient in SAP, BPMN, Shodan, Event Viewer,
and Microsoft Server. Strong track record in enhancing system security, managing complex projects, and
preventing e-commerce fraud. Analytically minded and committed to data protection and compliance.
EDUCATION ________________________________________________________________________
East Tennessee State University, Tennessee || USA
(currently enrolled) - May 2025
M.Sc. Information Systems with a focus on Cybersecurity Management
Coursework - Cyber Risk Governance, Enterprise Information Systems, Network & Information Security,
Information Risk Management, Software Project Management, Cloud Computing, Programming for Data
Analytics
Godfrey Okoye University Enugu || Nigeria
M.Sc. International Relations (Summa Cum Laude 4.74/5.00)
Jan. 2019 - Dec. 2021
Caritas University Enugu || Nigeria
BSc. Mass Communication
Oct. 2007 - Nov. 2011
PROFESSIONAL EXPERIENCE_______________________________________________________
Social Media & Marketing Graduate Assistant
Aug. 2023 - present
East Tennessee State University Counseling Center,
Tennessee, USA
❖ Boosted social media engagement by 20% through targeted campaigns, compelling content creation,
and data-driven analytics.
❖ Led marketing initiatives, developed a user-friendly website with Omni CMS, and implemented
security measures to protect user data and ensure website integrity.
❖ Utilized cybersecurity best practices to safeguard sensitive information and maintain compliance with
data protection standards.
Team Lead, Project Management Associate Internship (UNPAID)
Aug. 2024- Sept. 2024
Excelerate (Dubai) in collaboration with Saint Louis University (USA)
REMOTE
❖ Led a remote team of 11 in planning a global hackathon, developed a project charter, and curated a
quality control framework using Trello and Gantt charts.
❖ Prepared a comprehensive budget plan and presented the project to the department, employed Canva
for engaging visual presentations that garnered positive feedback.
❖ Recognized as a Star Performer for exceptional leadership and collaboration, contributed to a
successful project outcome and earned a $1000 scholarship.
Loan Processing and Compliance Associate (Security, Data, & Privacy Focus) Jul. 2024 - Present
CBG FUNDS (Remote)
Atlanta, USA
❖ Follow up with clients to collect and vet required loan documents, ensuring accuracy and authenticity,
while assessing credit scores for eligibility.
❖ Utilize CRM Pipedrive for tracking client interactions and DocuSign for secure document handling
and electronic signatures.
❖ Serve as a liaison between clients and funding companies, while adhering to security protocols to
protect sensitive information and ensure data privacy.
Customer Engagement & Discord Security Lead
Oct. 2021- Jul. 2023
MetaAngelDAO NFT Project (Remote)
Sydney, Australia
❖ Represented MetaAngelDAO Africa, establishing partnerships with investors, NGOs, charities,
businesses, and NFT projects.
❖ Directed cybersecurity efforts, including configuring and managing Discord channels and bots, and
implementing security protocols to detect and address fraudulent activities.
❖ Operated as backend support for Discord server management, overseeing user access controls and
coordinating with relevant channels to mitigate security threats.
Call Center Agent || Tech. Support Associate
Jan. 2020 - May. 2023
Nig. Comm. Commission’s Emergency Communication Ctr.
Enugu, Nigeria
❖ Resolved 450-600 emergency calls per shift using the NCC dispatch system; awarded Best Agent of
the Month for 8 consecutive months.
❖ Implemented cybersecurity measures and monitored data traffic to prevent security breaches, optimize
system performance, and ensure secure data handling against DDoS attacks.
❖ Provided technical support and trained new employees on technical processes and security protocols.
IT Support Specialist & Customer Operations Associate
Mar. 2018 - Dec. 2021
Herbal Goodness (Remote)
Texas, United States
❖ Revolutionized customer service, reducing wait times by 90%, managing logistics, and resolving
disputes.
❖ Optimized E-commerce platforms (Amazon, Shopify) for sales and fraud prevention by flagging
suspicious transactions and applying cybersecurity measures.
❖ Utilized Zendesk and Tidio for effective communication with customers and ticket management,
implementing SEO best practices and Asana for project coordination.
IT Support Specialist & Customer Service Expert
Jan. 2014 - Feb. 2018
Zenith Bank Plc
Enugu, Nigeria
❖ Managed customer inquiries, disputes, and transactions via phone, email, and chat, while detecting and
handling fraudulent activities on customer accounts.
❖ Collaborated closely with the fraud and IT departments to address security issues and implement IT
support protocols, ensuring data protection and exceptional service.
PROJECTS AND LAB SIMULATIONS
Forage Mastercard & AIG Cybersecurity Incident Response & Simulation July. 2024 - July. 2024
❖ Responded to a zero-day vulnerability by implementing immediate countermeasures and patch
management strategies.
❖ Executed techniques to bypass ransomware, restoring critical systems and data.
❖ Designed and deployed a phishing email simulation, then analyzed and interpreted the results to
enhance organizational security awareness and training programs.
Risk Assessment for Emergency Communication Center
Mar. 2024 - April. 2024
❖ Produced a comprehensive risk assessment report, identifying vulnerabilities and recommending
mitigation strategies for improved security.
Faculty Capstone Management Tracking System Project Plan
Jan. 2024 - April. 2024
❖ Developed a Work Breakdown Structure (WBS) and Task Sequence Diagram (TSD) using draw.io.
❖ Estimated resource allocation and identified dependencies.
❖ Presented a detailed Gantt chart using GanttPRO to outline project timelines and task assignments
ISO 27001 Cybersecurity Policy
Nov. 2023 - Dec. 2024
❖ Developed a comprehensive, ISO 27001-compliant security policy for the Cyprus Shipping Chamber,
focusing on risk management and data protection.
Security Auditing Using Event Viewer
Sept.2023 - Sept.2023
❖ Performed an in-depth analysis of Windows Event Viewer logs on a Windows 10 machine,
concentrating on Event IDs 4624 (Logon) and 4636 (Logoff) to evaluate system security and monitor
user activity.
SAP ERPSIM Game & SAP Signavio (BPMN) Modeling
Aug. 2023 - Oct. 2023
❖ Led a team to win all four rounds using SAP data visualization and enterprise systems to optimize
strategies and performance.
❖ Created BPMN diagrams with SAP tools to streamline and document business processes, improving
efficiency.
SKILLS _____________________________________________________________________________
❖ Technical Support || Customer Service/Support || Cybersecurity Management || Risk, Governance
Compliance
❖ Security Auditing & Vulnerability Identification (Event Viewer, Shodan Search)
❖ E-commerce Optimization (Shopify, Amazon)
❖ Proficient in Omni CMS, Microsoft Applications, Google Suite, CRM & Project Management Tools
(Pipedrive, Gantt Chart, HubSpot, Trello, Asana, Zendesk, Salesmate, GoHigh Level, Tido, Monday,
Airtable, Resimpli,etc.)
❖ SAP Signavio (BPMN Modeling) & SAP ERP Simulation
❖ Basic Networking Knowledge, ISO, NIST, OSI Model, GNS3, Wireshark || Microsoft Server
Administration
❖ Communication, Client Relationship Management, Time Management, Database Management
❖ Administrative Support &
CERTIFICATIONS __________________________________________________________________
❖ Forage (Mastercard & AIG) - Cybersecurity Job Simulations
❖ ServiceNow - RiseUp with ServiceNow Bootcamp Accreditation
❖ ServiceNow - GRC: Third-party Risk Management (TPRM) Fundamentals
❖ Excelerate & Saint Louis University - Project Management Associate Internship
❖ Linkedin - Cybersecurity Foundations: Governance, Risk, and Compliance (GRC)
❖ SHEfi - Blockchain and Web3
❖ AWS - Cloud Practitioner Essentials
❖ Project Management Essentials Certified (Management and Strategy Institute)
❖ Introduction to CRM with Hubspot (COURSERA)
❖ Microsoft Server Administration (APTECH - MCSA)
❖ ALX - Virtual Assistant.
INTERESTS_AND_ACTIVITIES_______________________________________________________
Simulation Lab tasks,Volunteering and community involvement, foreign language (German and Spanish),
peer tutoring, sports (Badminton), video game.
REFEREES
Available on Request
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