🌟 The Professional Journey of Brent Doss

🌱 Early Roots – Work Ethic in Action (1995–2000)

My first jobs were humble but formative: working at Putt Putt Golf ⛳, Darryl’s Restaurant 🍽️, and Honey Baked Ham 🐖 during high school in Winston-Salem. In college, I waited tables at the Daniel Boone Inn and Makoto’s Japanese Restaurant 🍣 in Boone, NC. These early experiences sharpened my customer service skills, taught me the value of teamwork, and gave me an appreciation for hard work.

🌍 Global Perspective – Internships in Spain (2002)

In 2002, I had the opportunity to expand my horizons through internships in Madrid, Spain 🇪🇸. At Walt Disney Publishing, I cataloged media collections and supported DVD production projects. At Hot English Magazine, I worked on publishing projects, even authoring content that made it into print. These experiences cemented my love of communications and adaptability in cross-cultural environments.

🏢 Corporate Foundations (2003–2007)

After graduating from Appalachian State with a degree in Applied Communications (Interpersonal Communication) and a History minor 🎓, I launched into corporate roles:
- Liberty Hardware 🔩 – designing trade show displays and plan-o-grams.
- Womble Carlyle Sandridge & Rice ⚖️ – preparing documentation for corporate law cases.
- Precision Part Systems 🏭 – rising to Production Supervisor, I created a new shift that boosted output by 50%, led 50+ employees (many Spanish-speaking), and managed logistics between plants.

These years shaped my leadership style and honed my bilingual communication skills.

🎓 Mentorship & Teaching (2007–2008)

I returned to academia as a Student-Athlete Academic Tutor at Wake Forest University 📘, where I worked with more than 50 Division I athletes. I tutored them in Spanish, history, and communications, helping them balance rigorous academics with athletic commitments.

📊 Quality & Process Improvement (2008–2013)

At Aon Consulting, I advanced through several roles: Benefits Administrator, Quality Analyst, Benefits Specialist, and Operations Administrator. My work revolved around automation, process audits, and client reporting.
- Collaborated with a programmer to build the first automated error-checking system 🖥️ for the DEVA department.
- Reduced file review time from days to minutes.
- Created training manuals and mentored peers.
- Supported a Fortune 500 pension client with 35,000+ participants.

This phase showcased my knack for innovation, data analysis, and operational efficiency.

🔎 Investigations & Fraud Prevention (2013–2020)

I joined BB&T (later Truist) as a Data & Reporting Analyst / Project Coordinator in Corporate Investigations. Highlights include:
- Built a Microsoft Access + SQL ATM skimming database 💳, used to track suspects and behavioral patterns.
- Worked closely with local, state, and federal law enforcement 👮, leading to dozens of arrests, convictions, and the dismantling of multimillion-dollar fraud rings.
- Recognized by the U.S. Department of Homeland Security 🏅 for investigative contributions.
- Guided the design of a BSA/AML case management system and served as SharePoint site administrator.

This era solidified my reputation as a bridge between investigations, compliance, and technology.

💻 IT Business Analysis & Systems Support (2021–2023)

Transitioning deeper into IT, I became an Assistant Vice-President, IT Business Analyst at Truist:
- Mortgage Warehouse Lending (2021–2022): managed client system configurations, annual renewals, and ServiceNow tickets.
- Mortgage Servicing (2022–2023): created Runbooks 📑, monitored/renewed ~550 SSL certificates 🔐 across 70 apps, and supported daily Agile scrums.

These roles showed my ability to support mission-critical financial systems and ensure operational continuity.

🛡️ Cybersecurity Experience (2024)

In 2024, I broadened into hands-on cybersecurity through a SOC & Compliance internship at NOCDOC (TD Ark):
- Managed phishing alerts and patched 500+ devices with Kaseya & Barracuda 🛠️.
- Collected SOC 2 vendor compliance reports.
- Aligned incident response with NIST standards.
- Blocked malicious emails and strengthened compliance readiness.

I also had short-term engagements at Tax Protection Plus (2 days) and Home Depot (2 months), demonstrating my adaptability and willingness to take on new challenges during a transition year.

🎯 Today & Beyond (2025 and forward)

My professional journey blends communications, data, investigations, IT, and cybersecurity. Along the way, I’ve grown from local service jobs to global internships, corporate operations, fraud prevention, IT systems, and SOC analyst work.

With certifications like ACAMS (Cybercrime, Human Trafficking) and working toward CompTIA Security+ (2025) and CISSP (2025) 📜, I’m focused on advancing as a cybersecurity and IT professional, while keeping the storytelling and leadership skills that have carried me from day one.

✨ From Putt Putt to global fraud investigations to cybersecurity defense, my journey reflects adaptability, curiosity, and a drive to build, improve, and protect.

Objective

To secure an IT Service Desk or Analyst role in the financial services or technology sector where I can leverage my expertise in Active Directory / Azure AD, Group Policy, MFA troubleshooting (Google Authenticator), and remote support tools (Kaseya, Barracuda). I aim to provide quick, thorough, and complete resolutions to user issues while supporting system migrations, strengthening cybersecurity compliance, and mentoring team members to improve overall service delivery.

Summary

I am an IT Business Analyst and Service Desk Specialist with a strong background in banking IT, cybersecurity compliance, and customer support. Over the course of my career with organizations like Truist Financial, BB&T, Aon, and NOCDOC, I have built a proven track record of:

• Delivering Tier 1–2 service desk support, including password resets, permission mirroring, and account unlocks using Active Directory, Azure AD, and Group Policy.

• Supporting multi-factor authentication (MFA) troubleshooting with Google Authenticator.

• Utilizing tools such as ServiceNow, Zendesk, Microsoft 365, Kaseya, and Barracuda to diagnose and resolve issues efficiently.

• Applying analytical skills and advanced Excel (VLOOKUP, Pivot Tables, complex formulas) to streamline reporting and compliance tasks.

• Leveraging AI tools like ChatGPT and Copilot to accelerate problem-solving and knowledge base improvements.

• Creating documentation, runbooks, and playbooks, while mentoring colleagues and sharing best practices to strengthen team performance.

• Consistently meeting deadlines, achieving targeted goals, and earning positive performance reviews and professional references.

Known for calm, clear communication with non-technical users, I bring a blend of technical expertise, business analysis, and collaborative leadership that makes me a trusted partner for IT support and compliance initiatives.