Customer Service Technical Support
Resume:
Senteria L. Jones
Beltsville MD, 20705
**********@*****.***
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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