Dana F. Jones

**** ******* *****

San Antonio, TX 78250

addu26@r.postjobfree.com

Mobile 210-***-****

Education/Technical Training:

A.A.S. (Associates Degree) Computer Information Systems Management, Community College of the Air Force.

Computer Information Systems Specialist, Keesler Air Force Base MS

Communication Security (COMSEC) Account Management, Keesler Air Force Base MS

Systems Administrator/Workstation Solaris UNIX, Goodfellow Air Force Base TX

National Security Agency (NSA) Operational Computer Communications Security, Lackland Air Force Base TX.

Practical UNIX Security, ARC Information Assurance Institute, San Antonio TX

Electronic Key Management System (EKMS, KMI), SCO UNIX: ARC Information Assurance Institute San Antonio TX

Network Security Basics (Windows Workstation/Server), ARC Information Assurance Institute San Antonio TX.

Certifications:

CompTIA Security +CE

Security Clearance:

Active SECRET

Summary of Qualifications

* Air Force veteran with over 15 years of active duty service as an information systems manager and COMSEC/Manager.

* Dynamic, detail-oriented professional with over 15 years of hands-on operational and training experience in military and civilian environments.

* Maintained positions as Facilitator (Trainer), Supervisor and Manager.

* Ability to plan, organize, and execute multiple simultaneous projects.

* In depth knowledge of Network Security principles and practices with emphasis on installation, maintenance, and computer support operations.

Professional Experience

Community Force Federal (JBSA Randolph AFB) October 2018 – October 2019

System Support Administrator

• Provide support, troubleshooting, and design for hybrid cloud environment as well as general system administration

• Perform Windows operating system administration for local and remote systems including installation, software patch, system security, data backup, and problem analysis

• Maintain and support Active directory in the Azure government cloud

• Support user provisioning, maintenance and other support activities

• Make recommendations and/or participate in system architecture and design

• Collaborate with IT teams to define and develop documented policies, procedures, and processes such as operational run books and system monitoring

USAA Information Technology Center July 2015 – July 2018

Remote Support Specialist (RSS) Level II

* Provide Technical telephone support to USAA employees and contractors.

* Log calls via Service Now ticketing system and escalated issues on a priority basis.

* Maintained VM (Virtual Machine) utilizing Citrix, (VMWare) diagnostics, administrative, and software maintenance.

* Implement work at home setup, connectivity, and daily maintenance of VPN (Virtual Private Network).

* Perform user and workstation recoveries of McAfee endpoint encryption, along RSA Token dashboard.

* Troubleshoot network connectivity issues via port connectivity and maintenance.

* First line for troubleshooting Cisco router installation and connectivity with ISP (Internet Service Providers).

* Provided user access along with password resets and file permission using Linux administrator permissions.

* Scheduled customers with video/audio conference calls while providing daily updates on status.

* Utilized and maintained customer support with Skype and WebEx providing conferencing installation, connectivity, and troubleshooting.

KForce (Wells Fargo) Contractor January 2015 - July 2015

Information Security Analyst II

* Member of the Wells Fargo Enterprise Access Management Certification team.

* Setting up user accounts, password resets and Microsoft Exchanged based on documented procedures.

* Excellent knowledge of server platforms, network diagnostic tools and VPN troubleshooting.

* Provided support for Java, Citrix receiver and different applications when necessary.

* Familiarity with protocols and services including HTTP, HTTPS, FTP, DNS, POP3, DHCP Firewalls, caching and proxies.

* Collaborates with company lines of business, application owners, and QA (Quality Assurance) development teams to allow access to certified users.

* Involved in projects to ensure application owners are aware of the Applications they need to verify.

* Participate in weekly Project meetings to receive update on all Applications for the given Release.

* Analyze reports which need to meet certain criteria for access to on board application.

CGI Federal (Catapult) May 2014 - Sept 2014

Tier II Help Desk Support

* Receive calls and emails from end users and create incident tickets, logging all pertinent information.

* Provides initial assessment of categorization and prioritization for reported incidents and service requests and provides initial support, targeting a higher level of first contact resolution.

* Ensures incidents are properly escalated and assigned to appropriate support groups.

* Provides communication to end users concerning the status of incidents, service requests, and changes.

* Compiles data through incident entry that will be used for management information and reporting.

* Maintains ownership of incidents, ensuring status update and resolution according to SLAs.

* Provide input to Service Desk management regarding continuous Improvement opportunities.

United States Air Force Contractor (Abacus) May 2011 - May 2014

Level 2 Help Desk Technician, Enterprise Service Desk JBSA- Lackland Joint Base San Antonio

* System and Network Administrator in an IT service desk function for United States Air Force service members and affiliated civilian employees.

* Utilized Remedy ticketing system to created, maintain, and resolve work order requests, while creating, maintaining and deleting remedy user accounts

* Created, maintained, and deleted administrative/user accounts using Active Directory Administrative Center, while utilizing BOMGAR remote assistance, for over 300,000 end users.

* Provided troubleshooting assistance in maintaining Outlook email accounts and Exchange Server connections.

* Managed remote administration, technical support for NIPRNet (Non-Secured Internet Protocol Router Network) and SIPRNet (Secure Internet Protocol Router Network) Air Force networks.

* Established and maintained Executive Blackberry account using the BES (Blackberry Enterprise Server).

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