Melissa Settle-Cloude

*** ********* **.

Front Royal, VA. 22630

Home: 540-***-****

E-Mail: ad4xmh@r.postjobfree.com

Summary of Qualifications

A high-energy, enthusiastic, and dependable individual who excels in challenging and competitive environments.

Recognized for powerful communications skills, handle high-pressure situations in a professional and effective manner, and use strong computer skills in daily activities.

Fast learner; quickly incorporate and implement new procedures.

Highly organized and effective time manager, detail-oriented, creative, and analytical.

Clearance

Top Secret/Secret Compartment Information Security Clearance with CI Polygraph

Education and Training

Completed multiple courses for Microsoft Applications and Active Directory

Security + Certified

Certified Ethical Hacker (CEH)

Attended multiple Cyber Security exercise scenarios competing against other Federal agencies, related events and conferences

Related Work History

September 2020 – Present General Dynamics Chantilly, Virginia

Incident Manager / Hardware Technician

Responsible for providing installation, maintenance and troubleshooting support of computer hardware and related peripheral hardware

Provided customer support for scheduled tasks

Provided training and guidance for new employees and customers

Updated all equipment in Asset Manager to ensure inventory compliance

Worked closely with customers and management to ensure ServiceNow tickets were responded to, updated, and resolved in a timely manner

Attended weekly leads meetings to discuss projects, metrics, on-going issues, etc.

December 2019-September 2020 Leidos Bluemont, Virginia

Cyber Security Incident Response Analyst

Conducted analysis of events in Splunk to determine validity and if escalation was needed

Researched APT’s, TTP’s and other areas of interest

Documented all actions taken with cyber security cases created per cyber security standards to ensure the integrity of all data

Monitored Remedy ticketing system and worked or assigned as necessary

Worked with customers out in the disaster field to troubleshoot issues and escalate when needed

Responsible for reporting daily metrics and case information to the customer

Conducted daily meetings with all offices to ensure unity and communications

November 2013-2019 General Dynamics Chantilly, Virginia

Incident Response Analyst/Windows System Administrator

Worked with the Office of Inspector General or other offices when needed

Conducted analysis of events and cases using FTK, FTK analyzer, ARCsight, Wireshark, FileAnalyzer, FireEye, McAfee EPolicy Orchestrator and various other tools

Documented all actions taken with escalated cyber security events (cases) per cyber security standards to ensure the integrity of all data

Performed in-depth analysis of network traffic and workstations for possible malicious activity

Provided troubleshooting for customers in Windows 10, Windows 7, VDI, O365, citrix etc.

Maintained SLA’s using the Service Now ticketing service

October 2011-November 2013 General Dynamics Chantilly, Virginia

Network Administrator

Daily administration of McAfee Firewalls

Assists engineers in McAfee Firewall upgrades

Implements rules and change page requests

Troubleshoots anomalies on the firewalls to ensure proper passing of data

Administered Webwasher Servers

October 2011-October 2012 General Dynamics Chantilly, Virginia

Operations Bridge

Assisted Mission Director in maintaining and correlating network transport, connectivity, and service outages that affected or could have affected missions.

Managed the Commercial Carrier change management process and coordinates outages and troubleshooting of Commercial Carrier connectivity with external customers.

Managed the authorization of maintenances and lockdowns processes.

Monitored ticket queues, AM\DM\WN activity, world events and reporting tools to keep Mission Director up to date on any network impact that could affect connectivity and services.

Performed ticket quality assurance to ensure correct information was provided.

January 2007-October 2011 Harris IT Corporation Chantilly, Virginia

Site Incident Manager / Team Lead/System Administrator II

Managed a 18-member System Administration contractor team

Provides insight to the program operations of the Service Desk, Incident Management, Tier 2/3 Remote Administration, Domain Administration Services, Network Operations and Security Operations teams.

Helped implement VISTA across the network.

Provided support to users during the implantation of VISTA.

Uses PEMS to ensure SLA tickets are updated and worked in a timely manner. Assists techs with troubleshooting and elevate problems when needed.

December 2005-January 2007 Boeing Service Company Chantilly, Virginia

SAP Network Support Technician

Proficient in all SAP Modules.

Coordinated with multiple technical tiers and served as a focal point for concerning customer issues and resolutions.

Installed workstations, printers, scanners and other hardware on the SAP network. Entered new, used, moved, and deactivated equipment into the HP Openview Service Desk database to track and maintain SAP assets.

Answered phone calls, e-mails and walk-ins.

Completed everyday administrative tasks i.e. AORS, Maintaining the Continuity book, update and closure of Remedy tickets etc.

Worked part-time with tier 2 to solve SAP issues and be a liaison between tier 1 and tier 2.

October 2004-Decemeber 2005 Harris IT Corporation Chantilly, Virginia

Account Management/Permission Management/Team Lead

Created, Transferred, and maintained all accounts for specific locations.

Deleted and archived accounts as needed while keeping in the guideline of SLA’s.

Ran scripts in Bind View to maintain the 90 day deactivation policy.

Responsible for training and mentoring other co-workers.

Applied and maintained permissions for multiple sites

January 2003 – October 2004 General Dynamics Chantilly, Virginia

System/Network Administrator Tier 2 (on-site support)

Proficiently administer Windows 2000 and XP operating environments utilizing Active Directory, Exchange, Veritas and other administrative tools.

Provide account management for customers at two geographic locations. Work entails password resets, account creations, transfers, deletions, and profile restores.

Supported four different networks with multiple security classifications.

Troubleshoot/install printers and other peripherals devices to include equipment management.

Log and update Remedy trouble tickets with problem resolutions for historical/data collection and statistics.

Administer logistics for computers and peripherals to include return/repair procedures.

March 2001 – January 2003 Veridian Chantilly, Virginia

Network Support/Team Lead

Managed a six man team of support technicians.

Provided input to annual performance reviews for management.

Supervised daily activities to ensure all policies and procedures are followed.

Coordinated with multiple technical tiers and served as a focal point for concerning customer issues and resolutions.

Answered phone calls, e-mails and walk-ins for customer complaints.

Created trouble tickets for unsolved technical problems and forwarded to proper group.

Training for new personnel.

February 2000 – March 2001 Veridian Chantilly, Virginia

Network Support Technician

Performed same functions as Network Support Team Lead,

without managing support technicians.

References available upon request

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