Senteria L. Jones

**** ********* *****

Beltsville MD, 20705

240-***-****

acydfb@r.postjobfree.com

SUMMARY

Quality oriented IT Security Analyst with 9 years of experience in the health and sciences technical field. I have achieved excellent customer service skills, extensive writing, editing, research, and reporting experience within the IT Security atmosphere. Recognized ability to add value and satisfy internal and external customers.

RELEVANT EXPERIENCE

Completed LAN checks and updated IDS report logs after monitoring security systems

Created and edited Standard Operating Procedures for the NIH Information Security Program

Help Desk customer service analyst/Remedy, Service Now, and HEAT experience

Service Now ticketing system experience

Strong proof reading, spelling, punctuation, editing, and research skills

Excellent verbal and communication skills

Computer: Microsoft Office 2007/2010/2013/365, Adobe Connect, WebEx, Visio, Remedy, Service Now, Heat, Windows 7, Bomgar, GoTo Assist, and VMware tools.

Personal: eager, passionate, fast learner, prompt, dependable, innovative, optimistic, problem-solver

PROFESSIONAL EXPERIENCE

IT Hardware Configuration, Ace Info Solutions/US CPSC – Bethesda, MD (04/16 – present)

Imaging VDI (Viritual Desktops) laptops for CPSC field users

Configure Wyse Terminals (Initial) per CPSC provided SOP.

Install Wyse Terminal at user’s location

Configure user’s desktop for multiple monitors, printers, scanners, etc.

Migrate Users Data to network storage (Redirected folders)

Provide Customer with user specific VDI Welcome sheet and provide short instruction to Customer

If Customer is approved for telework and GFE required, provide PC to user

Document areas for Process Improvements in a timely fashion and provide feedback to the project lead to be incorporated into provided SOPs

Maintain a comprehensive knowledge-database of known problems and their resolutions

Provide technically qualified and certified help desk personnel to perform all the duties set forth in the performance work statement

Respond to and diagnose problems through discussion with users

Interact with network services, software systems engineering, and/or applications as needed and required by ITTS

Administer and maintain a pool of government furnished laptop, notebook and other portable peripherals for check out to authorized CPSC employees for off-site use

Develop and maintain a current handbook of general instructions of this equipment

Maintain detailed records of hardware on loan through the Property Management System (PMS)

Attend the Weekly Project Team Meeting and provide a summary of the Weekly Status Report regarding the support of this task

Prepare supporting documentation for the Weekly Project Team Meeting (e.g., action issue updates, project plan/status updates) to support the presentation of the summary

Computer Systems Security Analyst/Project Management Support, Triumph Enterprises IT/NIH – Bethesda, MD (10/12 – 10/15)

Project Management Support:

Planned, coordinated, implemented and finalized projects according to the specifications and deadlines for the criticality of NIH’s mission of operations

Weekly and ad-hoc meeting management for high level NIH Information System Security Officers which include meeting minutes and agenda organization, as well as room location and participant scheduling

Created and edited report deliverables, procedural documents, and project schedules, including key milestones

Solidified customer relationships through effective communication, consistent follow up, training sessions, and/or facilitated technical discussions

Maintained calendars of NIH managers and supported team objectives by contributing to any projects, tasks, or planning as necessary

Created, handled, and resolved all Service Now tickets

Maintained the NIH Information Security Program’s internal website

Maintained and created our internal NIH Information Security Program SharePoint sites

Maintained the NIH Information Security Team’s distribution lists

Computer Security Analyst:

Compiled reports for all NIH Institutes for meetings with the NIH Information Systems Security Officers to review high level security matters that included sensitive data

Compiled all low level and high level security incidents from the NIH Incident Response Team leads for creation and distribution to the Information Security Program

Ensured the security of NIH systems, data, and biomedical research information

Provided ongoing proactive support by monitoring a 24/7 incident response hotline

Identified computer security incidents by characterizing the nature and severity of incidents among the NIH community both internally and externally

Provided immediate diagnostic and corrective actions in order to maintain the NIH Security Infrastructure

Reviewed and edited security policy and procedures to implement the necessary requirements of the Security Program

Reviewed and edited NIST publications for accuracy and completion

Provided a well-defined intrusion warning processes, virus monitoring, and incident handling procedures

Utilized an increasingly sophisticated array of processes and electronic tools to identify and handle vulnerabilities, failed security patch attempts, incidents and compromises

Conducted vulnerability assessments of systems on the NIH network by consistently monitoring systems

Proactively audited the Institutes and Centers for compliance with information security policies

Disabled and re-enabled VPN and email accounts via ADM

It Technical Support Assistant, Special Olympics – Washington, DC (07/12 – 10/12)

Provided professional technical support for 100 plus customers via Web Help, walk-ins, and desk-side support

Applied bar code labels to hardware and updated inventory database

Installed and applied standard images using GHOST, and configured hardware

Entered identification information into the property management system

Updated changes in equipment status in the property management system

Installed hardware for all clients

Took computer systems out of stock and put them into service and vice versa

Performed system data migration from old systems to new systems during upgrades, office moves, or as otherwise required, to ensure data was seamlessly and transparently available for users before and after migrations

Granted administrative rights

IT Help Desk Analyst, National Institutes of Health/National Library of Medicine/AAC, Inc. – Rockville, MD (08/09 – 07/11)

Provided professional technical support to over 1000 customers both nationally and internationally via Remedy 7.1., email, telephone, fax, and walk-ins

Owned all problems through listening, precise writing, communicated effectively, made precise decisions, responded quickly, and tracked all assigned cases promptly

Responded, promptly, to inquiries from clients both in written responses and verbally by helping them resolve hardware and software problems directing their requests to the appropriate technicians and engineers

Arranged for external technical support where problems could not be resolved in house.

Tracked all cases/incidents that I owned to ensure completion of issues, service requests, and support requests

Checked and completed research in the NIH Enterprise directory for customers’ NIH ID numbers in order to verify the completion of their NIH Information Security Awareness trainings. This verification granted users’ access to Administrative Accounts, Citrix accounts, and VPN, after review and approval from supervisors

Created NIH Guest Wireless accounts for NLM visitors requiring temporary internet access

Took part in the Lifecycle Workstation Process (LWS) which included resetting Smart Card pin numbers and renewing certificates by fingerprinting the customers

Assisted users with unlocking their NIH accounts and resetting their NIH passwords

Incident management: Responsible for the first point of contact to write and report all major incidents to high officials, service owners, and customers via System Event Broadcast messages

Typed quarterly reports from Remedy by filtering data, and running queries

Checked and processed IT Asset requests and Order forms before passing them on to the OCCS IT Store for purchase

IT Technician (GS-4), National Institutes of Health/National Library of Medicine, Bethesda, MD (2003 – 2009)

Assisted supervisor with special projects dealing with the OCCS computer room when needed

Served as a liaison for guest relations between OCCS and other affiliated companies

Maintained the Standard Operating Procedures for facility management

by editing the manual for updates

Assisted with clerical work: printing reports, filing, process fed-ex shipments,

and answering phones

Monitored the computer/server room to ensure that all machines worked properly and ensured that no alarms sound

Provided courteous and professional communication to customers within and

outside of NIH/NLM

Provided direct phone assistance to customers who called the OCCS/NLM Help Desk

for guidance

Updated new entries in the NIH/NLM Remedy database on the Help Desk

Produced assignments regarding customer computer issues and referring them

to the appropriate technician/engineer

TRAINING

Help Desk Institute Training, 2011

Business Writing: How to write clearly & concisely, Skillport, January 2014

EDUCATION

BA, English Language and Literature, University of Maryland College Park, MD – 2006

National English Honor Society Member, Sigma Tau Delta, 2008

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