Remote Customer Support

JENNIFER LAJEUNESSE

Downingtown, PA 484-***-**** ************@**.***

SUMMARY

Experienced professional and leader with an extensive history of successfully establishing and managing a globally diverse team, building customer relationships, planning, implementing, and supporting new technologies. Experience in communicating with both technical and non-technical personnel to build effective cross-functional teams and ensure accuracy, consistency, as well as problem-solving, and on-time project completion. Adept at building and maintaining customer relationships and skilled in exploring technologies to support future initiatives.

SKILLS

Analytical Thinker Information Security Threat Intelligence

Risk Assessment Project Management Root Cause Analysis

Cisco Switches/Routers E-Discovery Cloudflare CrowdStrike

EXPERIENCE

Elsevier, Philadelphia, PA April 2018 – May 2022

Information Security Manager – Content Protection

Established international Content Protection Services team including interviewing, hiring, training, and continuing education.

Assess and implement organizational requirements for information security & security controls such as password management, audit checklists, and firewall configurations.

Utilized ReliaQuest for real-time monitoring, threat intelligence, and detection as well as for advanced analytics including reporting and data mining.

Managed configuration updates, such as modifying configurations and implementing new policies on various security tools.

Extensive experience in rendering assistance for directing corporate IT initiatives while participating in the planning, analysis, and implementation of information security solutions.

Conduct in-depth IT Risk Assessment, and IT general controls.

Work with Elsevier security tool administrators to develop, execute and maintain security system fault management support and troubleshooting procedures for assigned systems.

Remediate faults and health issues of security tools and report to Elsevier leadership with event handling and resolution.

Provide comprehensive post-mortem incident handling in a format required for Elsevier RCA (Root Cause Analysis).

Automation of Content Protection workflows, 24/7 support, and continuous monitoring and reporting of Security devices.

Resolution of the Incidents and changes performed by Content Protection Team in JIRA/ServiceNow/Oracle ticketing systems.

Creation of performance reports and operational metrics, covering major highlights, risks, and issues.

Governance Review: Review of security operations, KPIs, metrics, and service improvements.

Experienced in Project Planning, System and process analysis, and quality improvements.

Providing ongoing training and auditing against industry standards such as ITIL and ISO.

Create and analyze reports utilizing Adobe Analytics and Tableau.

Experience in analyzing various processes/applications and recommending process modifications to enhance operational efficiency and cost-saving.

Collaborate with business stakeholders, architects, product managers, and engineering teams to solve challenging, high-impact business problems.

Played a lead role in designing a quality strategy that ensured that all areas within the business unit perform to the defined standards.

Analyze data to identify illicit activity, and provide advice and support.

Comcast, Philadelphia, PA June 2008 – April 2018

Senior System/Network Engineer

Manage IT projects including network upgrades, campus network expansions, and modifications.

Drive and delegate project-based work, maintenance of existing tools, document, and execute changes through various work drivers.

Lead/mentor/train fellow team members and interns.

Evaluate and recommend changes to group functions to maximize operational efficiency.

Support network hardware operations at 13 remote enterprise facilities, including more than 80+ switches/routers as well as 24/7 on-call support.

Work with end-users and network operation centers to troubleshoot connectivity issues both within the Enterprise network and with Partners.

Monitor (utilizing Prime Infrastructure) and support 1200+ enterprise access points for wireless connectivity to 13 sites.

Collaborate with internal teams to provide optimal user experiences and processes.

Troubleshoot and problem solve issues that arise within the Enterprise network, AD environment, and applications.

Active Directory/Exchange administration.

Call Manager and Unity administrative support.

Router/Switch/Server/PC Support.

Comcast, Mt. Laurel, NJ October 2003 – June 2008

System Administrator III, Lead/mentor/train fellow team members and interns.

•Manage IT projects including network upgrades, campus expansions, and modifications.

•Local and remote customer support, Active Directory/Exchange administration, hardware support, server, Cisco and Juniper network switches.

•Collaborate with internal teams to provide optimal user experiences and processes.

•Troubleshoot and problem solve issues that arise within the Enterprise network, AD environment and applications.

•SQL, NAS administration.

•Helpdesk support.

EDUCATION

University of Massachusetts, Lowell, MA

Information Technology

Burlington County College, Pemberton, NJ

Business Administration

CONTINUING EDUCATION

CCNA Prime Infrastructure Tripwire TSD/TND

Management and leadership courses Project Management ITIL

F5 Technology Tableau Intune

SCCM

VOLUNTEER/COMMUNITY OUTREACH

Chester County Food Bank Volunteer City Gate Homeless Shelter Red Cross Blood/Platelet Donor

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