Technical Support Customer Service

Sherry Dennis

**** **** ****** ********, *****

Phone: 972-***-**** Email: ***********@*****.***

Employment History

RedCross,McKinney,Texas October 2015 to Current

CaseWorker –Disaster Responder-Technician Support

Respond to Disasters and provide counseling

Demonstrate the skills needed to perform an effective client interview.

Identify and demonstrate the correct use of the basic forms and tools needed to provide assistance to clients on chapter, multi-chapter and national disaster relief operations.

Make appropriate decisions regarding the use of Red Cross resources and agency referrals when providing assistance to clients.

Maintain computer,networking, ham radio and cell phones technology deployed on disasters. Onsite construction of a temporary location that provides all the necessary communications needed by RedCross staff clients

Professional Experience

CompuCom, Dallas, Texas April 2010 – Present

Cyber Intrusion Detection IDS Analyst SOC Technical Support

Generate and publish Seim reports that clearly identify risk and areas of vulnerability and plan of action can be put in place to mitigate the risk.

Utilize reports to assess the level of PCI audit compliance with regards to the Customer Information Security Policy. Maintain this compliance in Windows, Linux, Red Hat and Cisco environments.

Understanding of environmental controls in a variety of different hardware/software, web frontend and scripting languages including: Pentest software and hardware embedded platforms, Raspberry Pi, BeagleBone, Arduino prototype testing, embedded development in C/C (Arm or x86), Web Frontend (JavaScript, jQuery, Bootstrap), Scripting Languages (Python, BASH) and Web Technologies (HTML5, CSS3, XML, JSON, and others.)

Ensure that approved scanning tools are configured to perform the necessary tests. This will guarantee accurate data collection for risk evaluation purposes.

Investigate all security incidents using Siem technology, packet captures, reports, data visualization and pattern analysis. Utilize these tools to recommend further security actions to be taken by the team.

Appropriately escalate and assist in the remediation of critical information security incidents. Add incidents to a lessons learned log to prevent future recurrence of the same issues.

McaFee Remediation

Goldman & Sachs, Plano,Texas February 2006 – January 2010

Security & I.T. Analyst

Investigated the indicators of compromise from software and threat feeds to assess impact. Detected threats and other anomalous behavior utilizing various detection methods and tools.

Collected and preserved digital artifacts by leveraging host, network and data logs and detection tools. Interpreted the intended attack of the risk and devised security strategies to eliminate that particular risk.

Authored multiple technical documents that detailed the risk and threat of cyber security attacks. Developed synopses and graphical depictions of where risk lies to help engage employees and management.

Worked collaboratively with outside vendors to purchase and implement products that would aid in the assistance of security and risk mitigation. Perform a cost benefit analysis on all solutions to determine viability.

Kodak Health Imaging, Plano, Texas

May 2003 – November 2006

Technical Support Engineer

Provided hospital support from modalities to the networking interface for Trauma Centers and Emergency Rooms. Determined the individual level of support necessary for all locations.

Worked with the organization and the FDA to accurately document product releases and their potential issues. Determined the level of state and federal compliance during these exercises and worked to resolve any issues.

Reviewed SOPs (Standard Operating Procedures) for development of new products and procedures. Analyzed the areas of deficiency and worked diligently to fill the areas that were not supported adequately.

Performed onsite analysis to determine the documentation needs of the hospital. Worked collaboratively with the team to create new documents that met design and intent.

Worked with various databases including: HIS/RIS IDX 2010, Oracle and other database applications to determine maintenance needs and areas of concern.

Installed the PACS web server at hospitals and their remote locations. Set up the web server to interface with all applications specified by the individual hospital or remote location management.

Hardware/Software Install and Technical Support, DICOM,HL7, HIPaa

Exxon/Mobil Oil Corporation, Dallas, Texas October 1998 – June 2003

Technical Specialist/Mentor/Developer

Acted as security and controls analyst for the worldwide process control network. Networked with all other Exxon/Mobil sites to assist in problem solving their critical issues.

Installed an Exxon developed laboratory information management system. Ensured the flawless launch of this system by providing in depth support and problem analysis for all end users.

Distributed analytical data to scientific databases. Ensured the accuracy and legitimacy of the data by performing spot audits that would determine and anomalies.

Maintained and troubleshot all Microsoft Office products. Assisted users in successfully protecting sensitive information created in these programs.

Microsoft Corporation, Irving, Texas August 1997 – October 1998

Product Support Specialist/Mentor/Developer

Provided technical telephone support for Microsoft applications to end users. These support items included: Excel formulas, Visual Basic for Applications, Access, SQL, MS FrontPage and MS Liquid Motion.

Worked with end users to quickly and accurately solve their problem. Ensured their overall satisfaction before and after the support was provided. Logged all support issues in a centralized database and catalogued failures.

Acted as technical product support for Microsoft Product Specialists that were internal and external to the company. Instructed them on how to provide issue resolution to all end user errors.

Education

Certifications:

Texas A&M

Fema- Homeland Security:Digital Forensics Basics,Cyber Incident Analysis and Response

American Board for Certification in Homeland Security:

Cyber Threats, Extreme Solar Events and EMPs certification, Homeland Security, CHS,ISC-CERT:Cybersecurity Attack Methodologies in IT & ICS,Cybersecurity Influence of Common IT Components on ICS, Cybersecurity Risk, Cybersecurity within IT & ICS Domains, Cybersecurity Current Trends (Vulnerabilities), Cybersecurity Current Trends (Threats), Determining the Impacts of a Cybersecurity Incident, Cybersecurity Mapping IT Defense-In-Depth Security Solutions to ICS,NYS - Department of Health: HIPAA Privacy and Security Awareness

Department of Defense:Intrusion Detection 1,Intrusion Detection 2

SecureVue:Siem Certification (EIQ)

Fema:

Protecting Critical Infrastructure Against Insider Threats,Basic Workplace Security Awareness,National Response Framework, National Incident Management System (NIMS),Introduction to Incident Command System ICS-100,EPI250DT: Emergency Writing Skills,

RedCross:

CPR-AES,Disaster Services Technology Workshop, Casework and Recovery Planning Fundamentals,Direct Client Assistance Fundamentals, Disaster Cycle Services, Disaster Recovery Services, Disaster Services Technology: The First 48 Hours of a DRO, Disaster Services Technology Computer Operations, Disaster Services Technology Networking, Disaster Services Technology Communications, Disaster Services Technology Information Management System, Disaster Services Technology Customer Service,CPR-AES

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