Customer Service Cyber Security
Resume:
Deirdre C. Ford
Baltimore, MD 21215
***********@*****.***
Objective:
To obtain long term employment that promotes the advancement of learning, including professional growth and development.
Education:
Southern New Hampshire University
International MBA
Graduated December 2017
ITT Technical Institute
Bachelor of Science in Criminal Justice-Cyber Security
Graduated December 2012
Skills:
Customer Service: over 20 years of experience: Call Center, Operations Center, Process Implementation, Customer Care, Training, Sales, Leadership, Management.
Written Documentation: Risk Management Plan, Risk Assessment Plan,
Risk Mitigation Plan, Business Continuity Plan, Cyber Annex, User and IT Infrastructure Policy, Security Policy, Acceptable Use Policy, Ad Creation Training Manual, Sales Executive Training Manual.
Operating Systems: Managing and Maintaining Windows Server 2003.
Installing, configuring, and administering Windows (XP, Vista, 7), Mac OS.
Software/Applications: Microsoft Suite (MS Word, Excel, PowerPoint,
Access), Lotus Notes, Remedy, Smart Draw, Front Page, Visio, basic
HTML, basic SQL, Lenux shell environment, Proteus, Blue Coat Web
Proxy, Imperva WAF FW, Blue Coat Reporter 9.4, Tripwire
Networking: Network Technology and Service Integration, Wan
Technology and Application, Network Standards and Protocols, Microsoft Desktop Operating Systems, Microsoft Network Operating System
Hardware: Routers, Modems, Structured Cabling, PCs, Laptops.
SIEM: Dell SecureWorks, Symantec
Cyber Security: Risk Management Fundamentals: Quantitative and
Qualitative Risk Assessments, Risk Mitigation, Business Impact Analysis, Business Continuity Planning, Disaster Recovery Planning, Computer
Incident Response Team Planning, Tools and Incident Handling, Managing Risk in Information Systems, Information Security Fundamentals,
Fundamentals of Network Security, Firewalls, and VPN’s, the Criminalistics of Cybercrime, Security Policies and Implementation Issues, Imperva WAF FW, Tripwire, McAfee E-policy Orchestrator 4.6.
Employment:
Lead ESOC Operator, January 2022 to present Exelon Corporation, Owings Mills, MD
Performs shift level oversight of core functions of the Exelon Security Operations Center (ESOC); monitor and remediate intrusion alarms, dispatch law enforcement /first responders to security incidents, answer and prioritize incoming emergency and routine security event calls, log personnel into substations, log and manage status of site intrusion systems.
Write incident reports documenting security incidents, make notifications and maintain shift activity logs. Identify security system issues, create service requests for system repairs, and validate corrective maintenance.
Perform activity specific actions as detailed in the ESOC Policies and Procedures Manual, adhere to compliance requirements and perform regulatory procedures. The Lead ESOC Operator position is an ON-SITE and fixed 24/7 shift.
Perform oversight and supervision for all ESOC operations at the shift level
Monitor and remediate intrusion detection alarms
Answer, prioritize, and respond to telephonic security incident reporting
Manage and log site entry/exit system disarm events
Write and submit security incident reports
Submit service requests for corrective maintenance of security systems, perform service ticket validation
Perform and document system checks and video tours
Perform forensic investigative support of video and access control records
Perform administrative ESOC tasks
Technical Support Specialist, Nfrastructure/Zones, Menands, NY 2019
•Provide world-class customer experience with every interaction
•Engage and empathize with customers to support and resolve technical issues through completion develop, foster and maintain highly effective customer interaction port installation, configuration, and support of Microsoft Office 365 on various platforms
•Accurately document all work performed through ticketing system including details and outcomes
•Ensure accurate and timely resolution of all assigned issues
•Escalate product bugs or unresolvable cases
•Notice trends and report reoccurring problems
•Develop, foster and maintain effective working relationships with engineering to enhance the customer experience
•Update O365 licenses, subscriptions and user management as necessary
•Share your knowledge with teammates and guide them in the resolution of complex technical problems
•Collaborate with team members to enhance the customer experience
•Increase engagement with Office 365
•Share knowledge amongst the Microsoft support program community via solution documents, social media, technical communities and training recommendations
•Participate in product testing, tool building and pilot new projects
•Enforce a high-quality customer service culture
•Stay up to date with technological changes in the industry with internal and external training
Security Operations Analyst (SOC) Analyst, Iris Software, Edison NJ 2015
•Participated in the formation of the Security Operations Center (SOC)
•Monitored alerts (SIEM, IPS, IDS, FW, wireless, tripwire and security alerts) Threat Management (SSL, investigate and finding issues)
•Incident and Response Management
•Performed threat analysis through research and examining log data
•Documented work instructions, policy, and run book
•Provided daily and weekly reports of incident activity
•Commission/decommission of IDS, IPS, Switches, servers, and firewalls
•Troubleshooting device errors
•Participated in meetings for SOC formation and operations
•Communicated with other departments to track and align inventory within SIEM (Dell SecureWorks)
•Participated in meetings with Dell Secureworks in order to tune SOC portal
Security Operations Center (SOC) Analyst, The Center for Internet Security, MS ISAC Division, East Greenbush NY 2013
• Responsible for working in a rotational 24x7 Security Operation Center
(SOC) environment.
•Provides analysis and trending of security log data from a large number of heterogeneous security devices. Provides Incident Response (IR) support when analysis confirms actionable incident.
•Provides threat and vulnerability analysis as well as security advisory services.
•Integrate and share information with other analysts and other teams.
•Analyze and respond to previously undisclosed software and hardware vulnerabilities.
•Investigate, document, and report on information security issues and emerging trends.
Systems and Applications Xerox Litigation Services, Albany NY 2010
•Provides first level monitoring and support for LAN/WAN network issues (US and UK sites).
Identifies and clears blocked databases locks.
•Ensures that the database, session manager, or web app servers are accepting connections.
•Removes internal users from the system if the load is too high.
•Escalates issues to the appropriate team (e.g., Oracle Dev, SysOps, App Developers, etc.) but continues to own the overall resolution of the issue.
•Documents efficient procedures for timely resolution of issues and incidents.
•Code additional monitoring scripts or tools that augment the overall monitoring system via Linux shell environment using SQL.
•Uses best practices in all code development.
Committees/Organizations:
Capital Region Chamber Microloan Committee 2017
Review and approve loans for Capital District Business Owners
Capital Region Chamber Entrepreneur Bootcamp Program 2016
Review business plans of competing Bootcamp graduates
Select winners of the Capital District Bootcamp Competition
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