DONOVAN AUSTIN
Lees Summit
Summary
Diligent cybersecurity student with a robust foundation in cybersecurity principles and practices, complemented by practical coursework and hands-on lab exercises. Proven ability to secure networks and systems through effective threat analysis and vulnerability assessment. Eager to leverage technical skills and knowledge to contribute to innovative security solutions in a dynamic environment. Committed to continuous learning and staying abreast of emerging trends in the cybersecurity landscape.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CVS Caremark
Lee’s Summit, MO
08.2022 - 08.2025
- Managed daily support operations for 50+ members and providers, ensuring prompt resolution of inquiries and issues.
- Utilized strong communication and problem-solving skills to resolve customer inquiries and complaints efficiently.
- Streamlined order processing by utilizing CRM systems to enhance service delivery efficiency.
- Assisted members and providers in navigating company portal by diagnosing and resolving browser compatibility and website functionality challenges.
- Administered secure password resets and account recovery procedures, adhering to established identity verification protocols and HIPAA security regulations.
- Proactively educated customers on benefits, plan details, claim status, and self-service tools
- Utilized established service thresholds to effectively resolve more than 10 escalated customer concerns monthly, contributing to improved satisfaction scores.
- Explained rights and responsibilities to over 100 members in alignment with specific contract terms and policy guidelines.
- Managed 50+ referrals, grievances, and appeals weekly using internal systems, ensuring accurate claim handoffs and prompt nurse reviews.
- Compiled and analyzed claims data for audits and quality reviews
- Ensured 100% compliance with HIPAA and confidentiality standards through regular audits and staff training, enhancing data security
- Managed 5+ concurrent tasks in a fast-paced, metric-driven environment, maintaining quality and meeting all deadlines.
Online Order Filling & Delivery (Part-Time)
Walmart
Lee’s Summit, MO
12.2021 - 08.2022
- Executed fulfillment and dispensing of online grocery orders with precision and efficiency.
- Facilitated customer understanding of product features and effectively directed them through store sections.
- Executed store safety protocols by maintaining cleanliness and organization of aisles to enhance customer experience.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
General Clerk I, (National Records Center/ Contractor)
Brillient Corporation
Lee’s Summit, MO
08.2021 - 01.2022
- Secured government access clearance to ensure all necessary documentation is accurately maintained in electronic files.
- Oversaw clerical operations involving the creation and scanning of secure documents. Managed retrieval of security files and ensured proper documentation of file locations. Composed and typed essential correspondence and reports.
- Streamlined the processing of alien files, enhancing the efficiency of naturalization and permanent residency applications. Improved background investigation procedures by utilizing comprehensive information gathered from applicants. Optimized the handling of application forms including N-400, I-485, I-130, and I-140, resulting in smoother processing workflows.
- Provided maintenance of physical files by determining if jackets and labels need replacement.
- Executed systematic organization and collection of files from designated shelf locations, ensuring compliance with date and pick list protocols.
- Responsible for sending files to correct responsible party or File Control Office (FCO).
- Determined where files are located, identify digital files, and make annotations on pick list to specify if file is present or not.
- Adhered to all contract policies and procedures
- Performed duties assigned to Positive/Negative Desk that were essential to maintaining the inventory of files housed in the National Records Center
- Maintained accurate records of transactions and inventory using company-specific software.
Sales Associate (Part-Time)
Designer Shoe Warehouse (DSW)
Lee’s Summit, MO
07.2019 - 01.2021
- Facilitated customer education regarding product features and promotional opportunities to enhance brand loyalty.
- Increased sales through customer engagement and product knowledge
- Facilitated cash transactions through POS systems, maintaining accuracy and efficiency in financial exchanges.
- Implemented and monitored store organization strategies while adhering to established visual standards.
- Cultivated strong customer relationships by providing customized service and insightful product recommendations.
- Managed inventory levels to ensure product availability and minimize stock discrepancies.
- Trained new associates on sales techniques and company policies, fostering a collaborative team environment.
Education
Bachelor of Science Degree - Cybersecurity
Western Governors University
09.2024
Bachelors of Science - undefined
Northwest Missouri State University
05.2021
Cyber Security
Technology Institue of America (TIA)
Cyber Security
Udemy
Skills
- Risk assessment
- Network security
- SIEM management
- Log analysis
- Analytical thinking
- Security frameworks
- Wireshark software
- Claims Research & Eligibility Verification
- HIPAA & Regulatory Compliance
- Technical Troubleshooting
- Time Management & Multitasking
- Microsoft Excel & Office Suite
- Team Collaboration
- Willingness to Learn
- Knowledge of how to provide on-call support
- Knowledge of how to research and resolve technical computer issues (for both soft & hardware)
- Knowledge of how to reset and replace network equipment
- Knowledge of how to provide support for internal to telework users
- Knowledge of installation upgrades and operating systems
- High communication skills with adverse situations
Projects
Live SOC Monitoring (Dec.- Present)
LetsDefend
- Monitor, real-time, security alerts, performed triage and investigated incidents in a simulated SOC environment.
SIEM Engineer Career Path
LetsDefend
- SIEM Engineer Career Path: gaining structured, hands-on experience in Security
Information and Event Management (SIEM) principles, network security, advanced log analysis,
alert generation, and Security Orchestration, Automation, and Response (SOAR).
● Other Labs through LetsDefend: including SOC Automation, Active Directory
Deployment, and Honeypot Installation, leveraging VirtualBox, Windows Server, and Kali Linux
to simulate real-world SOC operations, automate log monitoring, and analyzing intrusion
attempts across isolated networks
Certification
- CompTIA Security+ (SY0-701)
- CompTIA Network+ (N10-009)
- Microsoft Azure Fundamentals (AZ-900)
- Splunk Core Certified User
- CISSP (Expected February 2026)
Timeline
Customer Service Representative
CVS Caremark
08.2022 - 08.2025
Online Order Filling & Delivery (Part-Time)
Walmart
12.2021 - 08.2022
General Clerk I, (National Records Center/ Contractor)
Brillient Corporation
08.2021 - 01.2022
Sales Associate (Part-Time)
Designer Shoe Warehouse (DSW)
07.2019 - 01.2021
Bachelors of Science - undefined
Northwest Missouri State University
Bachelor of Science Degree - Cybersecurity
Western Governors University
Cyber Security
Technology Institue of America (TIA)
Cyber Security
Udemy