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Security Customer Service

September 24, 2019

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Ella Dragun



IT Professional to obtain a position that will enable to fully utilize skills in Cyber Security career field.

Advanced Skills/ Certifications

US Clearance, Public Trust

Security Analytics, McAfee and Splunk SIEM, Remedy, IPAM, Qualys, Opas V2, Service Now (Snow) ticket systems, and Nexpose, McAfee Vulnerability Management systems, and WireShark, IBM Notes, NSM, CounterACT

Threat Hunting detailed Analyses, Analyze cyber threat intel feeds, research, document all findings, report potential on potential security threats and events, provide ongoing recommendations to Cyber Security peers, identify potential risks, vulnerabilities, changes to it that can impact security, known and unknown threats

Strong analytical, problem solving, and prioritization skills

Excellent documentation, verbal and written communications skills/ customer service support

Ability to think strategically, work with a sense of urgency and attention to detail

Reliability and dependability

Strong interpersonal and customer skills including major incident response and escalation

Experience assisting the development and maintenance of tools and procedures

Strong team player that collaborates well with others to solve problems and actively incorporate input from various sources


Collin College, Frisco TX

A.A.S. in Information Systems Cyber security 08/2013 – 05/2016

Techskills Certification School, Addison TX

Oracle DBA 06/2005 – 12/2005

Polytechnic University, Kharkov, Ukraine

B.S. in Thermal Dynamic Engineering 09/1990 – 05/1995


Dell/NTT Data

SOC Analyst/Vulnerability Management


Vulnerability Management and Remediation

Plan, develop, and execute vulnerability scans of organization information systems

Manage enterprise vulnerability assessments and vulnerability scanning tools (Nexpose, Qualys, McAfee)

Oversight of the vulnerability management process

Management of the vulnerability scanning process

Performed real time log analysis for NTT Data/ ED (government) and Commercial client leveraging and other Commercial clients

log correlation platforms including reporting, monitoring and shift turnover for logs

Monitor and analyze Security Information Event Management (SIEM) to identify security issues for remediation

Audit documentation (ISO270001)

Evaluate threats and determine impact to customer’s environment

Resolve client issues by taking the appropriate corrective action, or following the appropriate escalation procedures

Utilize ticketing system and standard operating procedures for effective call processing and escalation to adhere to client Service Level Agreement (SLA)

Perform all tasks required per shift including reporting, monitoring, and turnover logs

Evaluate the type and severity of security events by making use of packet analyses and in-depth understanding of exploits and vulnerabilities

Participate in knowledge sharing with other analysts and develop efficient customer solutions

Maintain a working knowledge of local security policies and execute general controls as assigned

Black Box, Richardson TX

IT Security Analyst I 02/2016-08/2016

Monitored Logs and event reporting

Helped preparing Daily, Weekly, or Quarterly Customer reports

Kept management up to date on customer issues and incidents

Black Box, Richardson, Tx

Engineering Assistant 09/2004 – 02/2016

Design floor plans, elevations, and realistic renderings with the help of software

Create drawings in both 2 and 3-dimensional form

Create detailed design documentation

Estimate time and costs required to complete project

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