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Information Security Customer Service

Beltsville, MD
October 28, 2018

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**** ***** **** **. ************, MD 20866 Phone: 202-***-****.


Talented results-oriented IT professional, with strong background based on in-depth training and experienced in applications and network security devices and technical support in windows Servers, Linux and Active Directory. Good working knowledge of security scanning tools, policies, mitigating, systems alert, vulnerability management, event logs analysis, and best practices. Proficiency in new technologies with over 12 years IT experiences, in both medium and large government and private organizations. Experienced and focused to customer service, analyzing their needs, and completing all assigned projects and exceeding customer expectation.


United State


Public Trust


University of Maryland University College May 2012

Master of Science Information Security

University of Missouri St. Louis, Missouri December 2003

Bachelor of Science Management Information Systems


U.S. Department of Labor Washington, DC (Soliel Inc) Nov2016 to Present

Sr. Security Analyst

Working at DOL SOC environment providing immediate response to various security incidents, mostly the result of malware infections and investigating using splunk for log aggregation and correlation, QRadar to accurately detect security treat and provide intelligent insights to reduce impact of incident and McAfee ePolicy Orchestrator for detecting malicious file uploads, compromised servers and workstation, SQL injections, and system scanning. Investigate all compromised accounts, machines. Documenting all action and procedure taken to improve the incident response plan and create new security initiatives to prevent future incidents.

Perform change request and software certification security review and identifies any vulnerabilities and threat to the environment. Initiate vulnerability scanning using Tenable Security Center for servers, host names, firewalls and routers and WebInspect for web application. Conduct and analyze scan result and coordinate remediation plan.

Assists with technology evaluations, research and make recommendations. Prepare risk assessment reports and provide recommendations to client. Analyze penetration testing and vulnerability scan reports on all systems as required. Create an incident ticket, document initial findings, and monitor security events through Solarwind and Splunk in order to detect, alert, and report all potential security incidents to prevent data lost.

U.S. Department of Transportation Washington, DC (Actionet Inc) Feb2010 – Nov2016

Information Security Specialist

Identifies and tests vulnerabilities, analyze network traffic as well as conducts research, recommend corrective measure and ensure the adequacy of existing information security controls and standard operating procedure (SOPs).

Protecting critical infrastructures from physical and cyber threats. Conducting vulnerability assessments and identifying threats. Continuous monitoring systems log files, Nodes, servers, IP addresses through Tripwire Enterprise 8.4. Also uses Solarwinds network performance monitor to access and monitor Web application servers, SQL databases, and windows servers.

Coordinate findings, remedial solutions, and manage plans of action and milestones (POA&M), working with DOT Cyber Security Assessment and Management (CSAM) with applications in compliance with relevant federal guidance (e.g. NIST SP 800-37, 800-53, etc.) and Federal Information Security Management Act (FISMA).

Providing technical assistance and systems support for clients. Provide network, systems, and security experience, knowledge, and solutions in a system and network-diverse environment. Using Security Blanket enterprise 4.1 to create security policies, schedule assessments, lockdowns and performs scanning and reporting on the Red Hat Linux and Solaris. Using AECM Bigfix for patch deployment, security configuration and asset management.

Installs new software releases and system upgrades, evaluates and installs patches on servers, and resolves software related problems. Performs system backups and recovery and group policy. Maintains data files and monitors system configuration to ensure data integrity.

Federal Deposit Insurance Corporation Arlington, Virginia (Unisys Corp) Jan2008 – Feb2010

Computer Support Analyst

Provides functional technical support, troubleshooting and diagnosing hardware and software problems, for Dell desktops and IBM Lenovo laptops and remote support systems.

Worked with Active Directory to add computers to domain in the OU container, creating user account and setting up group policy, disable term user within Active Directory. Managing several critical systems and updating security patches Window XP, encrypting client hard drive with Pointsec. Worked with windows servers 2003 installation, configuration and applying patches and updates to servers.

Managed and maintaining accurate and complete up-to-date assets inventory records of all desktops, laptops scanners and other equipment. Assemble, deploy and troubleshoot HP printers in network environments. Using the HP Web Jet Admin tools. Configuring blackberry using Enterprise server for clients. Installed users application updating and resolving open tickets using Remedy 7.0

Support all FDIC Executive officers and chiefs. Imaging, data backup and transfers user data using USMT. MacAfee Antivirus, Microsoft window update and service pack. Configuring MS Outlook 2003 update for MS Exchange server personal folders and user profile. Providing VPN support to users at remote locations, wireless supports services.

Kaiser Permanente Silver Spring, Maryland (MS9 Consulting) June2007 - Dec2007

Lead Lotus Notes Support Specialist

Performed systems configuration, migration using common migrating tool CMT managing numerous conversions and upgrading of e-mail platforms from Novell GroupWise to Lotus Notes 6.5.2.

Extensive uses of Remedy 6.5 ticketing and remotely access user computer via Dameware. Troubleshooting and achieving an excellent record of efficiently handling calls, documentation and providing solution and meeting deadline.

Troubleshoot and configured Lotus Notes for user connecting through Domino Server creating new and modifying user account, resetting password and setting archives database. Installed Lotus Notes client on user PCs locate note id files and archived folder for user during configurations.

Freddie Mac Company Mclean, Virginia (Manpower Professional) Feb2006 – May2007

IT Support Specialist

Performed higher degree of second-level support for all PC users, hardware and software issue for clients. Responsible for receiving desk calls, emails, and voicemail with objective of resolving problems on initial contact via phone, remote access using Altiris carbon copy.

Worked with Novel Netware and Lotus Notes 6.5.5 complete set-up, remedy ticketing, troubleshooting and mapping user to network and share drives updates their personal profile. Performed data transfer, system backup and restore from user hard drive on timely manner.

Data transfer and e-mail account management, backup files and folder. Handle incoming

call using remedy ticketing systems. Connect network printers and other hardware.

worked with Microsoft exchange server and outlook 2003 configuration.

Setting up VPN access to Freddie Mac LAN for remote user using their secure id card for

network connections. Worked as many as 100 tickets per week achieving an excellent record of efficiently handling calls, providing solutions, and meeting company quotas.


Identity Management, Authentication, Authorization, Encase, Access Control, Snort, Data Encryption, Web Inspect, Digital Certificates, TCP/IP, DNS, DHCP, VPN, SSL, SSH, SFTP, PKI, Firewalls, Network IDS, FTK, Wireshark, Tripwire, Solarwinds, Nessus, McAfee FoundStone scanner, Tivoli Endpoint Manager, and Security Blanket.


CompTIA (A+) Certified Computer Technician March 2000

Microsoft Certified Professional Window XP (MCP) December 2005

Microsoft Certified Desktop Support Technician (MCDST) March 2009

Information Technology Infrastructure Library (ITIL v.3) July 2010

HP Desktops, Workstations and Notebooks Certification May 2006

CompTIA Advanced Security Practitioner (CASP) October 2015

Dept of Justice Cyber Security Assessment and Management (CSAM) November 2016

CISSP Certification In progress


Leadership: The ability to persuade, convinces, and train employees. Generate a positive impression while interacting with customers and ensuring project success. The ability to spearhead projects and coordinate services as needed.

Industrious: The ability to perform the job well, putting forth the extra efforts to see that the project is completed on time. Well-developed organization skills; identifies work plans, consider priorities, forecast problems, and envision solution.


Received excellent customer service awards April 2012.

Create and run the weekly report to monitor all open ticket assisted in resolution of all tickets. Actively participate in decision making process regarding how to better serve the employees.

Complete remedy training during the systems upgrade in order to better serve the client providing documentation and process and method use to handle client concerns.

Successfully delivery of excellent customer services to client on timely manner and meet the required service level agreement (SLA).

Promoted within one months of hire from Tier II to Tier III Tech Support Associates. Successfully resolved 100% of all internal and external assignment.

Completed the ITIL v3 training and obtained the certificate within the specify time given my supervisor.

References available upon request

Contact this candidate