Customer Service Manager

Tara Lynn Lawson

Top Secret Security Clearance

***** ******** ** ( Chesterfield, VA 23832 ( Contact: 804-***-****( Email:

**************@*****.***

Information systems analyst

Over ten years experience working as an information systems analyst and

administrative specialist in support of various programs and senior level

executives. Exhibits efficient leadership and customer service abilities

with outstanding oral and written communication skills. Interacts well

with people from diverse backgrounds and professional levels.

Professional Experience

SR. ESM Systems Engineer, Camp Arifjan

2010-Present

We provided protection of information that is stored or managed across a

number of varying complex environments. Responsible for development,

implementation and analysis of local and wide area network solutions. We

provide a comprehensive understanding of security threats, risks, and

processes. Three years working in the SWACC (Southwest Asia Cyber Center)

< Serving as a subject matter expert on HBSS and affiliated systems.

< Maintaining security monitoring and reporting appliances; leading and

analyzing security reporting.

< Utilizes McAfee security products (ePO, VirusScan, Host Intrusion

Prevention, Policy Auditor, Data Loss Prevention, Asset Baseline

Monitor, MER, and McAfee Virtual Technician)

< Evaluating, designing, advising, implementing, and integrating products

and controls into various platforms, network devices, and systems.

< Maintaining knowledge of and communicating changes in security

regulations, best practices, countermeasures, compliance, and threats.

Help Desk Administrator/ Service Desk Administrator, Camp Arifjan 2007 -

2010

Provide Help Desk support and basic troubleshooting steps by phone, in

person, using Remedy (Action Request System) or by sending emails.

Responsible for assigning all remedy tickets and inquiries that are not

resolved by the Help Desk to the appropriate IT sections.

< Responsible for assisting IMOs with problems ranging from CAC card login

to network connectivity issues.

< Provides fast and efficient processing of remedy tickets and managing of

the Help Desk remedy queue.

< Creates user accounts, Exchange mailboxes and contact cards through use

of the Automation Tool (HAT).

< Resolved issues for IMOs and users by use of the Systems Management

Server (SMS) and System Center Configuration Manager 2007 (SCCM).

< Maintaining updated computer and VLAN information in Net Manager and

VMPS.

< Provided detailed troubleshooting step for digital signature and

encryption in outlook by making sure there certificates are present and

published to the GAL.

< Assisted with training incoming personnel through use of the JCTL and

228th Signal Company policy letters.

< Instructed IMOs on the processes and procedures to add computers to the

Kuwait domain through the PXE server or installation CDs.

< Assisted Help Desk lead with writing and publishing Help Desk SOPs.

< Managing users, computers, and groups permissions in Active Directory.

< Providing assistance to IMOs with wiping computers to be decommissioned.

< Assisting IMOs with making sure all IAVA updates are installed/computers

are compliant.

< Proficient in troubleshooting Microsoft Office 2003/2007.

< Assisted the System Administrators with DNS cache poisoning.

< Proficient in account creations, deletion, and processing Remedy

request.

United States Army 2000 - 2007

Information Systems Operator Analyst, Fort Stewart 2006 - 2007

Provide Help Desk support and basic system administration support to

include software and hardware installations, maintenance, upgrades, and

troubleshooting. Maintain the accuracy and integrity of the help desk

database.

< Systematically analyzed each work order and habitually rendered

practical solutions decreasing the overall workload for supervisor and

peers.

< Configures network and application software, maintains system

configuration files and resolves complex hardware and network issues.

< Responsible for assisting users via telephone and person to person with

problems ranging from web browsers, e-mail support to hardware issues as

well as numerous software applications to include I.E, outlook, AD

tools..

< Assembled, configured and maintained PCs, printers, scanners and various

other peripheral devices.

< Collect information from callers that are used in the prompt trouble-

shooting and restoration of network services.

< Enter information collected into an automated trouble ticket system,

determine nature of problems and submit to the appropriate IT Technician

for prompt resolution.

< Assisted with draft and implementation of managed organizational

helpdesk SOP greatly reducing technical response time.

< Received extensive training as an Information Systems Operator Analyst,

which included training in the installation, operation and maintenance

of multifunctional/multi-user information processing systems

Administrative Clerk and IMO, Fort Gordon/Fort Stewart 2003 - 2006

Performed personnel and administrative functions in support of multiple

departments and senior management level personnel; supervised personnel in

various HR duties. Performed a variety of clerical, administrative and

technical duties/responsibilities in support of management. I held

secondary job duties as a Postal Clerk.

< Received extensive training as an Information Systems Operator Analyst,

which included training in the installation, operation and maintenance

of multifunctional/multi-user information processing systems.

< Served as Information Assurance Security Officer (IASO) and Information

Management Officer (IMO).

< Maintained current service packs, security patches, and virus signatures

on all production systems.

< Performed administrative support duties, such as making travel

arrangements, scheduling conferences, composing complex correspondence,

locating and assembling information for various reports, briefings,

conferences, etc.

< Applied knowledge of provisions and limitation of the Freedom of

Information and Privacy Acts.

< Disseminated information concerning policies, plans, procedures,

methods, and administrative actions.

< Received and logged outgoing correspondence, reviewing for correct

format, punctuation, spelling, grammatical accuracy, factual

correctness, enclosures, dates, signatures, and complete addresses.

< Provided training and guidance to lesser skilled administrative

personnel.

< Prepared computerized spreadsheets with up-to-date, detailed information

on training, awards, overtime, and sick leave. Input personnel data into

a computerized personnel system for processing and monitoring.

< Designed and organized filing systems, planned and arranged the

maintenance and preparation of information needed for budget reports,

and organized the flow of clerical processes in the office.

< Maintained supervisor's calendar and scheduled appointments; received

calls and greeted visitors.

< Requisitioned office supplies, blank forms, and maintenance services for

office equipment.

Deployed to Abu Ghriab, Iraq: (January 2004 to January 2005):

Personnel /Administrative Clerk, Japan 2002 - 2003

Personnel Clerk/Administrative Specialist, Fort Huachuca, AZ 2000 - 2002

Certifications:

Certified Information Systems Security Professional (CISSP)

Microsoft Certified IT Professional (MCITP) Enterprise Administrator,

Installing, Configuring, and Administering Microsoft Windows XP

Professional (MCP) Microsoft ID: 6275844; Security +, Network +, A+ CompTIA

Candidate ID: SR3451344; ITIL Foundations v3

Education and Training

Graduate: Central Union High School, El Centro, CA

Information Systems Operator-Analyst Course - 6 months

Information Assurance Fundamentals (IASO)

Host Based Security System Course

DISA HBSS Management Roles

Vulnerability Management Systems (VMS)

DIACAP Overview & Implementation training

DISA Local Registration Authority (LRA), Registration Authority (RA), Key

Recovery Agent (KRA) Course

DISA ACAS Version 4.6 Course (Nessus)

Systems Administrator/Network Manager Security Course, School of

Information Technology (SIT), Fort Gordon, GA

Awards: Army Commendation (2); Army Achievement Medal (2); Meritorious Unit

Commendation;

Army Good Conduct Medal (2); National Defense Service Medal (2); Global War

on Terrorism Expeditionary Medal; Global War on Terrorism Service Medal;

Army Service Ribbon; Army Overseas Ribbon (2); Basic Marksmanship

Qualification Badge; Army Certificate of Achievement; Certificate of

Appreciation, 83D Ordnance Battalion

Computer Skills: Microsoft Office Word, Excel, PowerPoint, Outlook;

Windows Vista, Windows XP, Windows 7, Windows Server 2003, Windows Server

2008, Windows Server 2008R2, Microsoft SQL Server 2005, Microsoft SQL 2008

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