Information Security Desktop Support

Ahmed Jama

U.S. Citizen NACI Public Trust Clearance 703-***-**** ********@*****.***

B.S. in Information Technology, George Mason University CyberArk Trustee Certified, March 2020 - No Expiration ITIL® Foundation Certificate in IT Service Management March 2016 - No Expiration Cisco Certified Network Associate (CCNA), March 2013 to March 2016 CompTIA Security+, March 2013 to March 2016

CompTIA Network+, March 2013 to March 2016

Skills

Technical Skills: CyberAr PAM, Working knowledge of AWS and Cloud Technologies, Web Applications, DevOps, ITIL F Certified, Information Security, Network Security, Network Administration, Cisco Routers and Switches, F5 Load Balancers, Checkpoint Firewall, DNS, Microsoft Windows Servers 2003/2008/2012, Desktop Support, IIS Manager, Remedy, ServiceNow, JIRA, Software Development Life Cycle, SQL, VMware Horizon Client, SmartCode VNC Manager, Confluence, New Relic, Netcool, Project Management, Change Management, Inventory Management, Knowledge Management. Soft Skills: Coordination and Planning, Prioritization, Communications, Team Management, Team Building, Teamwork, Pleasant phone and messaging/e-mail etiquettes, Continuous Self Development and Learning, Student of Life. Work Experience

Security Analyst, Risk and Compliance

Cognizant Technology Solutions - Signa Account

April 2019 to Current

● Performed security / controls gap analysis to define and implement necessary solutions for compliance.

● Assisted project teams in the implementation of security measures to meet corporate security policies, manage risk, and external regulations.

● Responsible for ensuring that newly deployed projects are in compliance with Cybersecurity Policies, ISO-2700, PCI DSS, HIPAA, and GDPR.

● Represented the business during onsite information security audits and assessments.

● Collaborated with internal control groups (Audit, Compliance, Enterprise Risk Management, Legal and Privacy, and Change Management) on information security risk issues and mitigation strategies. Application Support - DevOps

Cognizant Technology Solutions - Change HealthCare Account November 2013 to March 2019

Day-to-day application support:

● Part of Patient Payments and Print Services (PBPS) application support team.

● Provided 24x7x365 support and service restoration for multiple mission critical production payment and billing applications that are HIPAA, SOC 2, and PCI DSS compliant, both on premises and in the AWS Cloud.

● Performed configuring and administering of IIS web applications in both production and lower environments.

● Working knowledge of SQL and Web-based technologies, installation and configuration of IIS, and AWS Cloud.

● Supported applications running on Windows Server 2003/2008/2012, Linux, and Amazon Cloud..

● Monitored production using New Relic and Netcool to ensure application availability, functionality, integrity and efficiency.

● Working experience with several enterprise tools such as: o New Relic and Netcool for monitoring and performance metrics. o Remedy Salesforce for Service Requests, Incident Management, Change Management, and CMDB tracking. o VMWare Horizon Client, SmartCode VNC Manager and other RD software for remote login to applications and systems.

o Confluence for application and infrastructure documentation. o JIRA for project and user story tracking.

● Performed service restoration and incident management in cases of application outages and/or performance decline.

● Worked with vendors and stakeholders about application incidents, certificate renewals, external payment and print processing issues.

● Performed upkeep of system and application configurations. Provisioned and managed application access. Product Development and Service Improvement:

● Responsible for deploying code and configuration changes to QA, Development, and Production environments.

● Collaborated with multiple IT functional groups to coordinate system, product and application upgrades/enhancements in an Agile process and worked nights/weekends as needed to perform these changes.

● Worked on most phases of software implementation including QA and post production deployment validations.

● Participated is all Scrum calls.

● Planned and coordinated monthly Windows maintenance and security patches.

● Communicated to customers and stage holders of planned application and systems maintenance. Network Engineer

Cognizant Technology Solutions - Change HealthCare Account January 2013 to November 2013

● Assisted with implementation of networks.

● Configured Cisco Routers and Switches, F5 load balancers, Checkpoint Firewalls, and DNS and IPs.

● Monitored network compliance with enterprise security policies.

● Wrote network documentation for network operations support team. Customer Support, Helpdesk

Alta IT Services - Federal GSA Account

June 2012 to January 2013

● Obtained a NACI Public Trust to participate in USAccess Program.

● Managed credentials for employees, contractors, and other government affiliates

● Provided desktop support to both internal and external customers.

● Troubleshooted and diagnosed problems for in the field site managers and registrars for direct and contract sites for the General Services Administration (GSA).

● Managed calls to ensure adherence to established performance standards.

● Used Remedy Ticketing System to log every incident with attention to detail.

● Provided quality customer service. Worked with support teams to provide customer services, manage support cases and solve database or software issues, update or upgrade software patches remotely.

● Provided help desk issues, internal technical support including hardware, software and networking issues for internal staff.

● Installed/ maintained/ updated corporate software and systems periodically for internal clients and staff.

● Reported to the Development team and PM about software configuration issues, problems, and test products before delivery to clients.

Inventory Management/ Customer Service Rep

The Home Depot

June 2007 to January 2013

● Worked as a self-managed team through operating mobile workstations to process orders and make price changes and signage.

● Ensure that all daily inventory management tasks for the entire store are completed.

● Regulated and communicated freight flow while also serving as a Sales Associate to ensure that customers’ needs are met.

● Built customer relationships and trust in The Home Depot services through customer support.

● Maintain strong relationships with store personnel, assisting customers, and working as a team. IT Consultant

George Mason University Small Business Development Center August 2011 to May 2012

As a member of GMU Senior Capstone Project team, I worked with my team to create a virtual screening process for Mason Small Business Development Center (SBDC) to help maximize the grant money benefits by screening the incoming registration forms and directing counseling efforts toward prepared clients. This process removed the paper-based application system the company was using, secured the information for all consultants and small business, created a centralized data depository system to avoid data redundancy and provide Mason SBDC staff better management and manipulation system of information and other company procedures.

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