Customer Service Prevention Officer

Latarsha Redding-Newton

**** ********* *****, ********* ** 21409 443-***-**** *********@********.*** Summary

• I’m a hardworking, highly motivated, results-driven professional with multiple years of solid experience and a proven record of achievement dealing with multitasking a large caseload of client’s in the criminal justice field, Logistics Management, Customer Service, Administrative Management, Court Appearance, Investigative experience, and Program/Project concepts, practices, office procedures, and an excellent in problem solving or solutions in case management and reporting to the court which provides public safety. Recently I earned my master’s in digital forensic cyber security technology from the University of Maryland University College with firsthand technology experience. Solutions-focused and dynamic professional with a track record of mastering new technology to achieve positive results. Currently working on CompTIA, A+, Network+, Security+, Pentest+, CCENT certifications expected to be completed by August 2019. I’m unique in that I try to see the positive in everything and I always try to place myself in someone else’s shoes to understand their perspective. Also, I like to make sure I have all the facts before I make a serious decision.

Education/Experience

• CERIFIED CYBER ANALYST OPERATOR CERTIFICATE – JAN 2019 THRU MAY 2019

• MASTER OF SCIENCE DIGITAL FORESICS AND CYBER INVESTIGATIONS – JAN 2017 THRU DEC 2018

• BACHELOR OF SCIENCE IN CRIMICAL JUSTICE 06/2004 THRU 06/2006

• CERTIFICATION IN PERSONNEL SECURITY OCT 2022 CDSE Skills & Abilities

KEY SKILLS

Security Controls Assessment Team management

Proficient with STIG viewer Customer service

Proficient with eMASS tool Planning

Reporting and documentation Organizational skills

Computer skills Work ethic.

Decision-making Problem resolution

Critical thinking Security controls assessment

Vulnerability assessments Threat research

Conflict resolution Communication

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Experience

HUMAN RESOURCE SPECIALIST CISA FEB 2022 – TO PRESENTLY- FEDERAL JOB CISA- (GS-9)

• Develop strategies with Government hiring managers to identify and recruit qualified Federal civil- service personnel.

• Work as a resource and facilitate Government staffing requirements, while identifying recruitment priorities.

• Assist with identifying, screening, and referring applicants to Government hiring managers for consideration within the organization. Schedule interviews and coordinate all necessary arrangements as needed (i.e., travel arrangements).

• Collect necessary information for candidate interviews such as work history, education, relevant training/certification, and job skills.

• Assist Government personnel with interview preparations, using behavioral-based techniques to determine if individuals meet specific requirements.

• Assist and provide guidance to Government hiring managers regarding conditional offers. Aid with onboarding requirements for Federal civil-service personnel.

• Provide frequent updates to Government hiring managers regarding federal position openings and candidate statuses.

• Track and maintain staffing metrics. Uses comprehensive knowledge of personnel security programs to plan, organize and evaluate personnel security program requirements and develop/originate and apply new theories and developments to security problems not susceptible to treatment by accepted methods, technology, or procedures along with CISA OCHCO servicing teams daily.

• Recently learned ISMS policies and procedures.

• Assist Branch Chief and Lead with planning, directing, and managing various security & Human Capital actions daily related to projects as directed by management.

• Reviews and recommends customer service improvements in established work methods and organizational features to achieve optimum effectiveness and efficiency.

• Performs works assignments that require an understanding of pertinent laws, regulations, and guides knowledge of civilian personnel systems.

• Perform operations, skills in analyzing and advising management on personnel managements principles to solve problems.

• Performing my daily taskers while using the Human Resources management systems (JUSA staffing, Pars, ISMS, EOPF, Empowr, etc. building records, TJO, FJO)

• Conduct qualifications identifying the skills needed to conduct job while analyzing with subject matter experts to determine the well qualified applicant for the position.

• I have excellent customer service which involves contacts that include other specialists, managers, employees, representatives from other federal agencies and/or organizations as well as members of the public.

CYBER CONSULTANT/SHAREPOINT ADMINISTRATOR (IT ADMINSTRATOR) PRIVATELY OWNED BUSINESS-SYSTEM INTEGRITY JAN 2020 TO JAN 2021 (SUPERVISOR CURTIS FUNDERBURK)

• As a SharePoint administrator I worked for a privately owned business owner, I maintained other business owners that relied on this business services and provided them systems.

• As a SharePoint administrator I implemented and overseen Microsoft SharePoint web-based document collaboration platform. I configured SharePoint platforms which consists of adding libraries and developing shared storage space and backup procedures.

• My expertise results in smooth integration and efficient online collaboration. As a SharePoint Administrator my responsibilities were to install the SharePoint Platform, integrating applications 3

and creating libraries which were regular duties. Leading and directing cybersecurity project activities.

• I added users, controlling access to document libraries and setting permissions.

• Performing maintenance of the SharePoint platform servers and intranet.

• Conducted troubleshooting and resolving SharePoint issues or malfunctions.

• Providing SharePoint support and end-users’ training.

• Performing data retrieval and back up procedures to prevent data loss.

• Ensuring sufficient storage space by performing clean-up and archiving data

• Reviewing usage and activity reports and adjusting ensure optimized user-experiences.

• Maintaining network infrastructure, as well as managing encryption, security zone, and security system Writing and/or editing, coordinating, and publishing cybersecurity plans, guidance, and/or advisories.

• Keeping up to date with SharePoint developments and performing version updates and upgrades

• I learned and understood SharePoint tools, ULS logs, workflow and SharePoint forms and tasks

(extremely comfortable with them)

• I had all types of customers, so it has helped me to superb collaboration, interpersonal and communication skills.

• Advanced analytical and problem-solving abilities

• Collaborate with multiple partners to create. review and enhance cybersecurity plans, guidance, and/or advisories.

• Excellent organizational and time management skills.

• Webpage design/updates and serves as a Management and Program Analyst in the areas relating to information systems.

• Planning, analysis & reporting, manpower, studies, and special projects. Conducted work that involves duties directly relating to managing information systems, managing, and updating the website for the Offices, developing workforce charts, analysis, reporting and conducting manpower studies to enhance organizational effectiveness via data base management to accurately reflect.

• Assessing new system design methodologies to improve software quality.

• Conducting risk assessments of installed information systems to identify protection needs of activities.

• Ensuring integration of security protocols and risk management considerations throughout the IT system engineering life cycle including planning, design, development, test, and integration;

• Ensuring continuous improvement efforts are considered and built into the program, including development and refinement of IT/cyber security policies and procedures and associated guidance documents.

CYBER SECURITY ANALYST/OPERATOR -UMBC TRAINING CENTER JAN 2019 TO JUNE 2019

• Cyber foundations (Hardware, Architecture, Operating Systems and Troubleshooting)

• Interconnecting Cisco Networking Devices (CCENT)

• Linux for Cyber Fundamentals

• Linux for Cyber System Administration Introduction to Programming

• Windows Internals & Command Line Operations

• Network & Packet Analysis

• Introduction to Penetration Testing (CompTIA Pentest+)

• Introduction to Malware Analysis

• Wireless Analysis & Exploitation (WAX)

• Critical Thinking & Problem Solving

• Tailored digital strategies to the mission of an organization.

• Understand how to balance the use of people, policy, and technology.

• Comprehend how to analyze, think critically, and improve perpetually. 4

• Develop a cybersecurity technology strategy for an organization.

• Built cybersecurity technology environments and operations.

• Foster resilient and highly fault-tolerant technology environments

• Support organizations to make better business decisions through reliable data analytics and intelligence.

• Perform initiative-taking business risk management and solve problems.

• Develop strategies for mobile, cloud, and emerging environments such as the Internet of Things Attention to Detail: Thoroughness in monitoring all phases IT systems security; Customer Service: Assessing the needs of cybersecurity stakeholders; Oral Communication: Providing advice to IT stakeholders; and Problem Solving: Identifying cybersecurity problem areas and recommending solutions to fix problems.

(Hands on job training at the UMBC Training Centers 8-hour days)-Full time CLAIM SPECIALIST SSA ADMISTRATION APRIL 2017 – FEB 2018- FEDERAL JOB GS-7

• Reviews and recommends customer service improvements in established work methods and organizational features to achieve optimum effectiveness and efficiency.

• Assisted individuals in establishing their entitlement to receive benefits.

• Adjudicated, authorized, or reconsidered claims; explained benefit entitlements or requirements to the public.

• Resubmit claims to the judge to rule on disputed issues and/or on social security disability claims

• Evaluated benefit program operations to assess the integrity and quality; or Interpreting benefit program requirements to formulate policies, procedures, or guideline.

• Contributed to the Agency's mission through direct and personal service to the public.

• Spoke with beneficiaries about their rights under the Social Security laws, gathering facts and evidence to establish eligibility for benefits, making critical decisions to determine the number of benefits paid to individuals, and using state-of-the-art computer technology to access and update information about claims.

• Conducted interviews with the public to obtain, clarify, and verify information about initial and continuing eligibility for retirement, survivors, disability, health insurance benefits, and eligibility for supplemental security income including State supplements.

• Resolved discrepancies, clarify issues, and make final decisions for initial and post-entitlement for benefits and payments Adjudicated and authorized entitlement or disallowance actions at all levels of difficulty and complexity under programs administered by SSA. PAROLE & PROBATION AGENT STATE OF MARYLAND JUNE 2006 – OCT 2015

• Detailed, yet creative problem-solver Higher level of diplomacy, integrity, and confidentiality Versatile and enthusiastic team player

• Effective oral and written communication Provided probation supervision and guidance to probationers and pretrial defendants referred to the Criminal Justice Agency by the courts.

• Interviewed clients and secured information, such as physical, psychological, and social factors, contributing to client's situation and verify intake information

• Used Evidence-Based Practices to facilitate positive change in offenders.

• Conducted screenings and assessments using standardized instruments to evaluate the client's capacities and environmental situation.

• Guided clients individually or in groups regarding plans for meeting needs and assisted clients to mobilize their inner capacities and environmental resources to improve social functioning.

• Aided offenders in obtaining employment and developing pro-social attitudes.

• Referred clients to appropriate community resources and other organizations.

• Monitored client's adherence to behavioral and treatment contracts and community service work. Conducted urine screens as needed. Planning and executing all aspects of an investigation. 5

Researching Federal laws and regulations. Providing technical guidance in a wide variety of legal, operational and administrative functions. Conducting interviews and interrogations.

• Visited offender's home, place of employment and community service worksites.

• Provide vocational guidance when required.

• Monitored payment of court costs, fines, supervision fees, and victim restitution. Compiled records and provided written progress reports on all clients to various entities of the criminal justice system. Informed courts and appropriate agencies/departments of contract violations and assisted in revocation proceedings. Experience in physical security and security administration programs that analyze, evaluate and resolve complex security issues.

• Applying security policy requirements governing critical infrastructure protection. As well as using twelve diffident security technology systems.

• Preparing reports, providing briefings, presenting analytical and evaluative studies and other materials to officials and stakeholders on new developments and advances in physical and infrastructure security techniques and procedures.

• Managing projects includes directing teams, time and resources management and establishing project milestones.

• Administered intermediate sanction procedures for minor offender violations. Analyzing evidence and preparing accurate and concise investigative reports.

• Providing professional and technical consultations on complex regulatory, procedures, compliance, and policies pertaining to program issues and decisions.

• Developing partnerships with internal and external officials and stakeholders.

• Testified in court on show cause and motion to revoke hearings and inform judiciary of successful completion. Maintained data as required for reporting purposes.

• Performed backup duties for/with coworkers. Performed other related duties as required.

• Knowable of the criminal justice process and local judicial system (CRIMINICAL JUSTICE INFORMATION SYSTEM (CJIS), JUVENILE INFORMATION SYSTEM (JIS); knowledgeable of the problems associated with offenders.

• Ability to make decisions independently. Ability to use a computer for case management purposes, Microsoft experience with the following CASE NOTE SYSTEM, CJIS, JIS, METERS, FBI SYSTEM, kiosk system & other investigative system.

• Performed duties under the general supervision of the Operations Supervisor who provides guidance and direction through periodic discussions and consultations. Frequent contact with courts, defense attorneys, and treatment facilities.

• Independently reviews complex backgrounds of Convicted felons and made decisions regarding pre-employment vetting, suitability for federal employment, fitness to work for or on behalf of the federal government.

• Provided probation supervision and guidance to probationers and pretrial defendants referred to the Criminal Justice Agency by the courts.

• Interviewed clients and secures information, such as physical, psychological, and social factors, contributing to client's situation and verify intake information.

• Used Evidence-Based Practices to facilitate positive change in offenders.

• Knowable of the criminal justice process and local judicial system; knowledgeable of the problems associated with offenders.

• Prosecutes (adjudicates) the most complex or sensitive cases; serves as a member of the senior management team of the Criminal Justice Division-and public safety; and acts on behalf of the Division and the people who reside in the state of Maryland.

• Thorough knowledge of programs to apply security policy and solve security problems by accepted security methods, technology, or procedures.

• Ability to perform difficult assignments such as planning or advising on new program requirements. 6

• Ability to communicate written material in a clear and concise manner, which may be technical and appropriate to the audience.

• Ability to communicate orally with individual effectively and build relationships to present reports and explain security policies and regulations.

LOSS PREVENTION OFFICER JCPENNY’S AT EASTPOINT MALL BALTIMORE MD MAY 2005 – SEPT 2006

• Implement procedures for minimizing the loss of merchandise, money, or company assets as much as possible

• Formulated plans regarding customer and employee safety, emergency procedures, difficult customers, and lost children.

• Created plans for every store in the chain and modified policies based on location, store layout and history of loss. Assessed alarm systems, monitored video surveillance, and responded to burglary incidents.

• Researched, assessed, and supervised the installation of different security measures used in establishment, such as security tags, mirrors, closed-circuit video cameras and electronic security devices.

• Determined necessary security force, as well as hired and trained new officers for uniformed or undercover work.

• Conducted/ assisted in investigations regarding shopper or associate dishonesty, help with store inventory and file reports and company policy documentation.

• Prevented financial loss caused by theft and fraud and supporting safety and environmental program compliance in their assigned store/multiple stores.

• Utilized tools to minimize loss to the Company, including but not limited to identifying incidents of theft and fraud, reviewing CCTV and exception reports, monitoring the store's physical security, auditing the Electronic Article Surveillance, and driving a shrink elimination culture in the store.

• Prepare accurate and detailed case reports documenting your apprehensions and recoveries, preserving evidence, interacting with law enforcement, and testifying in criminal and civil court actions. Planning and executing all aspects of the investigation from start to finish.

• Gathering and analyzing evidence.

• Knowledge of federal laws and regulations

• Ability to conduct interviews and interrogations.

• Ability to write clear, concise and accurate reports of investigation and other correspondence.

• Reported hazardous or unsafe condition to the Manager on Duty and carry out job responsibilities in a manner that minimizes the risk of injury to themselves, other associates, vendors, customers, and the Company.

• Demonstrated integrity,

• Responded to asset protection and operational concerns of all associates and remained focused on store specific business objectives while supporting key asset protection and operational responsibilities.

• Used APS will utilize tools to minimize Company loss, responsibilities including but not limited to:

• Identified (external and internal) incidents of theft and fraud.

• Detain and interview persons apprehended for shoplifting, in accordance with local laws and Company policies governing apprehensions. Minimize risk of injuries during apprehensions.

• Reviewed Review CCTV, audit EAS, exception reports and other available Company media to identify associates who may be engaging in dishonest activity on THD property; process individuals who commit theft and fraud.

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• Played important role in the safety and success of several industries, including retail, hospitality, and gaming. Job function is coming up with ways to prevent the loss of merchandise due to theft and ensure workplace safety.

• Prepared detailed and accurate case / investigation reports in a timely manner.

• Preserved relevant evidence, including but not limited to CCTV in all cases / investigations.

• Monitored criminal prosecutions, appeared in court when required, testified, and represented the Company in a professional manner.

• Monitored the store's physical security.

• Drove execution of store safety programs and validate compliance with company standards and policies.

• Validated environmental compliance to company standards.

• Taught, coached, and trained associates on proper operational processes as well as store safety compliance standards.

CERTIFICATION

U.S. Army Achievement Medals

U.S. Army Quartermaster Schools

U.S. Army Training School

Parole & Probation Agent Training with Maryland Correctional Training Commission Customer Service Award from Annapolis Field Office of Parole & Probation Certification Loss Prevention Officer Training

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