IT Specialist, Information Security, Customer Service

Beverly L Mitchell

**** ***** **** ****, *********, NC 28216

*****************@*****.***, 571-***-**** (C)

SUMMARY OF SKILLS AND GOALS:

Experienced professional with creditable federal service, working as Information Technology Specialist, Information System Security Manager, Security Manager, Program Manager/Team Lead, Customer Support Representative and Technician, System Analyst, and System Administrator. Manage, programs, projects, assignments, and tasks. Implement business processes for systems and applications to assist with day-to-day functionality and problem-solving techniques to ensure availability, integrity, confidentiality, and compliance. My strengths are my knowledge and understanding of operations support, scheduling, planning, staffing, and administration. Strong analytical skills with high attention to detail and accuracy. Excellent verbal, written, and social communication skills. Effective organizational, multi-tasking, and prioritizing skills. Ability to work in a fast-paced deadline driven environment. Ability to interact with all levels of an organization. Ability to work independently and with others productively while exercising sound judgment. Excellent customer service skills and work ethics. Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) and other software applications. My goal is to obtain a position with your company and add value by utilizing my knowledge, skills, and abilities obtained working for the Federal Government.

PROFESSIONAL EXPERIENCE:

IT Specialist, Information Security, Nov 2016 – Present

Cybersecurity Directorate, Oversight and Compliance Division, 20th Street, Ft Belvoir, VA 22060

Supervisor: Mr. William Biggs, 240-***-**** (Retired) / Mr. Joe Bryant, 571-***-****

Manage, maintain, and monitor various programs and tasks to support efforts for the Cybersecurity Directorate. Ensure regulatory requirements, policies, and procedures are enforced to meet compliance and reporting requirements. Manage, monitor, analyze and report on all Army IT system authorizations and security weakness undergoing the Risk Management Framework process in the Enterprise Mission Assurance Support Services and Army Portfolio Management Solutions System.

Manage contractor support employees, assigned task, review deliverables, and conduct meetings to finalize documents; requiring completion by scheduled timelines.

Perform reviews, oversight, assistance and recommendations on policies, pamphlets, instructions, and procedures.

Collaborate with internal/external agencies for initiatives requiring implementation to achieve business goals.

Generate presentations, spreadsheets, and conduct briefings to senior leadership.

Compile data and conduct analysis on system authorization statuses for senior leaders to make inform decisions throughout the lifecycle of the systems.

Provide solutions, guidance for implementation of new or evolving IT system practices from a cybersecurity and compliance perspective.

Provide customer service in a professional and timely manner.

Perform work using applications such as Enterprise Mission Assurance Support Services, Army Portfolio Management Solutions, Microsoft Outlook, Word, PowerPoint, Excel, Access, MS Teams, SharePoint, and other applications.

IT Specialist, Information Security, Jul 2012 – Nov 2016

Army Publishing Directorate (APD), 9301 Chapek Road, Bldg. 1458, Ft Belvoir, VA 22060

Supervisor: Mr. Yoon Song, 571-***-****

Manage, maintain, evaluate, and recommend modifications to the agency information system to ensure security compliance, solve problems and accomplish work processes. Work with leadership, stakeholders, and team to maintain the lifecycle of the system, cybersecurity posture, and reporting requirements. Manage and maintain the development and revision of policies, procedures, and plans. Manage, monitor, analyze and report system authorization and security weakness undergoing the Risk Management Framework process in the Enterprise Mission Assurance Support Services and Army Portfolio Management Solutions System.

Manage contractor support employees, assigned task, review deliverables, and conduct meetings to finalize documents requiring completion by scheduled timelines for cybersecurity related activities.

Gather, maintain, and provide guidance on information system artifacts, change request, software configurations, network diagrams, and software installations throughout the lifecycle of the system.

Brief leadership on system security posture, risk, and recommendations to assist in making informed decisions.

Collaborate with internal/external agencies for initiatives requiring implementation to achieve business goals.

Provide customer service in a professional and timely manner.

Perform work using applications such as Enterprise Mission Assurance Support Services (eMASS), Army Portfolio Management Solutions (APMS), Microsoft Outlook, Word, PowerPoint, Excel, Access, SharePoint, and other applications.

IT Specialist, Systems Analyst, Nov 2008 to Jul 2012

Army Publishing Directorate (APD), 9301 Chapek Road, Bldg 1456, Ft Belvoir, VA 22060

Supervisor: Mr. Yoon Song and Ms. Cheryl Hynes, 703-***-****

Provide information system management, analysis, oversight, and support for stakeholder’s applications owned by the agency. Manage a Microsoft Project Integrated Master Schedule, consisting of twenty-five project plans and schedules for two contract support companies. Coordinate and hosted meetings, conducting briefing to leadership on project statues. Served as a backup Information Management Officer to provide software, hardware, and customer support for seventy plus employees and contract support.

Microsoft Project Server Administrator for stakeholders and contract support.

Generate and maintain standard operating procedures to support daily operations.

Recognize problems and issues with internal applications and work with team for resolution.

Manage and maintain a database for IT change request submitted to configuration control board for approval.

Perform database management, indexing, hosted forms, and publications on APD’s website.

Backup Information Management Officer assisting with software, hardware issues and submit helpdesk request.

Respond to incidents, create reports, and provided status to leadership and other agencies.

Collaborate with internal/external agencies for initiatives requiring implementation to achieve business goals.

Provide customer service in a professional and timely manner.

Perform work using applications such as Microsoft Project, Project Server, Outlook, Word, PowerPoint, Excel, Access, Remedy, and other applications.

IT Specialist, Information Security, Oct 2006 to Nov 2008

G3/5/7, Command and Control Support Agency, Network Security Division, Washington, DC 20310

Supervisor: MAJ Donald Esser, 703-***-****, (Retired)

Manage, maintain, report and brief vulnerability compliance status to leadership. Implement security software to assist in declassifying documents. Assist in updating, reviewing, and finalizing policies, procedures, and processes. Hosted training and performed other information assurance and security responsibilities:

Handle incident reports in accordance with regulations, policy, procedures, best business practices, and standard operating procedures.

Review JPAS clearances for user account request and coordinate with Tier II for account approvals.

Maintain and execute patch cycle procedure to ensure system compliance.

Provide system analysts techniques for compliance reporting by conducting network scans for vulnerability assessment results for over 700 devices.

Monitor and submit remedy ticket request for vulnerability assessments mitigation actions.

Aided in reviewing and writing IA policies and procedure.

Provide customer service in a professional and timely manner.

Perform work using applications such as Microsoft Outlook, Word, PowerPoint, Excel, eEye Retina, Configuration Remediation Initiative (SCRI) – Hercules, and other applications to perform duties.

IT Specialist, Customer Support Technician, Apr 2006 to Oct 2006

Human Resource Command (HRC), Customer Support Branch, Alexandria, VA 22332

Supervisor: Ms. Denise Edwards, (Retired)

As an IT Specialist for this position, I resolved computer hardware and software problems by resolving Help Desk request via the Remedy Ticketing system/application. I imaged (ghost) hard drives, installed Command Access Card (CAC) software and readers, configured, and installed VPN software to work with the CAC and issued laptops.

Perform software/hardware installations, upgrades and troubleshooting by diagnosing and solving problems.

Provide support to users by resolving assigned Remedy Tickets.

Coordinate hardware maintenance and issue temporary equipment.

Perform spot checks to ensure IT asset accountability.

Provide customer service in a professional and timely manner.

Perform work using applications such as Remedy, Microsoft Windows Server, Windows, Outlook, Word, Excel and PowerPoint and others to perform duties

IT Specialist (System Administrator/Customer Support), Oct 2001 to Apr 2006

US Military Academy, Directorate of Admissions, Admissions Support Branch, West Point, NY 10996

Supervisor: MAJ Mary Chaney (Unknown)

As an IT Specialist for this position, I resolved computer hardware and software problems and supported the agency with newly implemented software and hardware. I managed the user directory and printers on two Microsoft Windows Servers. I imaged (ghost) hard drives, installed Command Access Card readers and software, configured, and installed patches (St. Bernard Update Expert), setup, configured and issued computers (PCs) and Laptops.

Administer Microsoft Windows Servers by maintaining user files, network resources, and print services.

Monitor and scan network resources, interpret results, implement corrective action, and prepare reports.

Configure and deploy user personal computers and laptops.

Perform software/hardware installations, upgrades, and troubleshooting by diagnosing and solving problems.

Organize and coordinate hardware maintenance with internal/external agencies and issue temporary equipment.

Create standard operating procedures (SOPs) for technical reference and assistance.

Manage internal database for equipment accountability.

Provide customer service in a professional and timely manner.

Perform work using applications such as Remedy, Microsoft Windows Server, Windows, Outlook, Word, Excel and PowerPoint and others to perform duties

IT Specialist, Customer Support, Jul 2003 to Jul 2004 (Temp Assignment)

US Military Academy, Office of the Dean, Info & Educational Tech Division, West Point, NY 10996

Supervisor: MAJ Indigo, (Retired)

Supported team members with assigning and issuing systems and/or laptops to over 4200 Cadets at West Point Military Academy. Perform software and hardware installations, upgrades, and troubleshooting by diagnosing and solving computer problems. Provide technical support, in person and via the Helpdesk Remedy ticket application.

Configure and maintain personal computers and laptops.

Perform hard drive upgrades and imaging for various systems and laptops (Dell and HP).

Implement and configure Command Access Card readers and software.

Manage software and hardware inventory and issued temporary equipment.

Resolve Remedy ticket helpdesk request and resolve software and hardware issues.

Conduct training classes when newly deployed software was installed for utilization by the cadets.

Create standard operating procedures (SOPs) for technical reference and assistance.

Provide customer service in a professional and timely manner.

Perform work using applications such as Remedy, Microsoft Windows Server, Windows, Outlook, Word, Excel and PowerPoint and others to perform duties

REFERENCES: Will furnish upon request.

EDUCATION:

University of Maryland (EUR), Credit Hours (less than 30 hours)

Berkeley Business School, White Plains, NY, 10603

Newburgh Free Academy, Newburgh, New York 12550

TRAINING: Risk Management Framework (RMF), Enterprise Mission Assurance Support Services (eMASS), Army Portfolio Management Solutions (APMS), Microsoft Outlook, Word, PowerPoint, Excel, SharePoint, MS Teams, JPAS/JAMS/ JCAVS for Security Professionals, Information Technology Service Management Remedy, Microsoft Project Server, Microsoft Project Level 1 & 2, Secure Configuration Remediation Initiative (SCRI) – Hercules, eEye Retina, Counterintelligence Awareness and Reporting for DOD, Suicide Prevention & Awareness, Substance Abuse & Prevention, CLC 222 and 106 COR, Contracting Officer Representative Course, AEP Mandatory Annual PII Training, Certified Information Security Manager (CISM),, Army OPSEC Level I, Intro to Info Security, Insider Threat Awareness, Business Process Reengineering, Building High-Performance Teams, Level I Antiterrorism Awareness, Civilian Leader Intermediate (CES), Site Security Manager DMDC Security & Site Security Manager Roles and Responsibilities, Trusted Agent Security Manager (TASM), Trusted Associate Sponsorship System (TASS) and Agent Training.

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