Customer Service Security

Darren Jones Sr.

Desktop Support/

Information Security Admin

Jacksonville, FL

***********@*****.*** - 407-***-****

Information Security Specialist whose qualifications include a degree in computer science; detailed

knowledge of security tools; technologies and best practices. Experience includes 8 years of Windows

PC Technician and Support Specialist, providing troubleshooting, repair, configurations, installations,

and maintenance of networks, routers, switches, laptops, desktops, network printers, etc. Including

provided support for over 5,000 PCs, 250 network printers, 2000 laptops, blackberries and has

supported over 50,000 users nationally and internationally.

Work Experience

Information Security Analyst- Contract Assignment

CITI Bank - Jacksonville,FL

March 2011 to Present

Defined and implemented Active Directory and related services such as creating functional IDs and

RACF ID that relate to mainframe. Creating and administering email accounts and required to maintain

a record of all the security changes and modifications made to the system. Responsible for providing

security support for distributed computer systems and also analysis security incidents as well as

liaise with customers on security instructions. Advanced experience with Windows sever security

administration and security infrastructure. Knowledge of fundamental security concepts, information

security standards, rules, and regulations.

Senior Support Specialist- Contract Assignment

CSX - Jacksonville, FL

March 2010 to March 2011

Provide exemplary customer service to the employees and customers of CSX. Responsible for

isolating software problems with operating system or application software. Performs software review

and analysis. Works with users to enhance application performance and coordinates with software

vendors to isolate problems. Researches vendor web sites and reviews reported software bugs to

implement registry changes toward resolving software conflicts. Performs application upgrades.

Verifies and maintains documentation of software and license compliance. Assists individual

departments in developing customized reports, and exploiting the capabilities of various applications

throughout the organization. Provides technical support to the staff associated with use and operation

of Virtual Private Network (VPN) services. Research, analyze & evaluate resolutions to common

problems with a goal to resolve issues with the first customer contact and if resolution is not achieved,

refer to second level support in an accurate and timely manner. Work closely with other technology

partners & Subject Matter Experts to ensure documentation is current and valid.

1

Senior Support Specialist

Merrill Lynch, Jacksonville, FL

October 2007 to October 2008

Provided technical services to executive-level management and to a population of over 5000 customers.

Actively monitor and address inbound problem tickets and assuring customer satisfaction at all stages of

service level agreement. Managed tight and fluctuating schedules in a fast-paced office environment.

Ensured that all technology issues are documented accurately via ITSM as it is used to measure, identify,

and focus on resolving reoccurring firm-wide issues. Worked Overtime as necessary to support critical

projects and upgrades Appointed by management to mentored and cross-train team

members for a new system that involves monitoring, critical dispatching, and proper documentation

Consistently met or exceeded attendance, productivity and quality goals.

Microcomputer Specialist II

Jacksonville Electric Authority- JEA - Jacksonville, FL

October 2006 to October 2000

Perform remote level 2 support for 17 different sites assigned by management. Actively monitor and

address inbound problem tickets and assuring customer satisfaction at all stages of service level

agreement. Responsibilities also include patching LAN ports for each setup and configuring the machine

for user’s everyday functions. Setup the user’s LAN ID and RACF ID if mainframe is permitted. Worked

overtime as need for inventory purposes. Evaluated and/or prepared detailed technical specifications,

proposals, documentation, training materials, and related materials. Conferred with users on and

monitors compliance with these procedures. Trained users to use standard and customized software

including word processing, spreadsheet, file transfer, file extract, database, etc.

IS Support Specialist

Smurfit-Stone - Fernandina Beach, FL

August 2004 to May 2007

Provided 24/7 technical support Ensured the accuracy of the data input and data integrity of scale

tickets in the wood accounting system Repaired and troubleshot hardware (desktops, scanners,

network printers, etc.) Logged and tracked support issues and followed up to see that they were

successfully resolved. Maintained and tested disaster recovery plans.

Education

BS in Computer Science

Jacksonville University - Jacksonville, FL

2

1999 to 2002

3

Skills

Software installation (Windows 2K, XP, Vista, 7, Office 2003, 2007); Remote Tools include: Dame ware,

LANDesk Remote Tool, RDP, VNC; MS Applications 2003, 2007, 2010; Word, Excel, Access, Power

Points, Outlook; Visual Basics 6.0 ; SQL; Citrix 12.0.3.6; ITIL knowledge and understanding

Certifications

Information Technology Infrastructure Library- ITIL

October 2008 to Present

Information Security Analyst- ISA

December 2011 to Present

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