Assistant Security Support Specialist

Angela Jenkins Security Resume Page *

ANGELA C. JENKINS

Home 443-***-**** Cell 240-***-****

e-mail: **************@***.*** or **********.**@*****.*** OBJECTIVE

To work in a challenging position in the area of computer information systems support services that will utilize and enhance my computer skills within a professional environment. I am seeking opportunities for growth and career advancement in IT Computer Security & Healthcare Management Systems. PROFESSIONAL SKILLS

Provides a timely response to advanced service requests. Provides first level problem analysis and problem resolution for advanced issues. Masters base knowledge of assigned applications, hardware and network to support clinical and business environments. Resolves or escalates service requests when necessary. Mentors Associate Help Desk Staff.

Uses Helpdesk Call Tracking application to log all service and update requests accurately and well detailed. Collects data from customers to aid problem determination/resolution of request. Provides on- going follow up to customers until resolution of issue.

Provides advanced customer assistance to identify and specify the nature of the request or problem. Provides advanced troubleshooting and assists customers with systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support. Provides follow up support to customers. Assists in training staff.

Provides advanced IT Tiered support teams by obtaining and providing appropriate information for escalated issues.

Monitors CIH Interface page and provides appropriate support.

Prepares and distributes Emergency Downtime Communications. Maintains distribution lists.

Notifies appropriate IT Tiered support teams for mission critical issues and adheres to department escalation policy.

Assists in collection and analysis of real-time trending information.

Orients and transfers knowledge to junior staff. COMPUTER SKILLS:

Software: Microsoft Windows XP, MS Office Suite, Novell GroupWise, OST and PST, Remedy, MS Exchange, MS Outlook Troubleshooting, Encase, Disk Image, Pico Zip, FTK Forensics Software, BitPim Cell Phone Software, Intranet ware 4.11, Lotus1-2-3, dBase III, UNIX/LINUX, Oracle Database Management, CEH Ethical Hacking, HTML Web Page Design, Dreamweaver MX Certification, C++ Programming Language, Litesols Liferay Training Hardware: IBM, Dell, HP PCs, Mac Book Pro, FTK & Encase Forensics tools, I-Phones, Androids PROFESSIONAL EXPERIENCE

Homecare.com 4/2015-Present

P/T Certified Nursing Assistant/Geriatric – Assist in home elderly support for families and clients CAN/GNA nursing homecare caregiver assistance. Duties include medication, transport, bathing, feeding, supervision and daily living activities.

TEKSYSTEMS/Medstar/UMMS

Help Desk Support /EMR/HIT(Go-Live Contacts) 4/2015-11/2021 Angela Jenkins Security Resume Page 2

Assist with Enterprise level healthcare and implemented Helpdesk Tier I/II Technician duties, Taking the overflow of calls and customer service skills. Network connectivity OPAS/Starport ticketing systems, password resets, escalation and troubleshooting. Medconnect/Cerner Millennium, EPIC Healthcare Management systems.

EPIC, SMVI Vocational Services

Residential Counselor 8/2013-4/2015

Duties entailed supporting program DDA participants in a community-based home. Duties include assisting with all aspects of daily living administration of medication, ADLs, meal preparation, household maintenance and providing a connection to the community through recreation planning, transportation, accompaniment to community-based events and places. Prince George’s Community College/UMUC 10/2003 – 12/2013 Assistant Security Analyst Intern – Assisted Chief Security Officer with Implementing Security policy in establishing level security rights and privileges for the end users. Assisted in preparing, analyzes, formulates, develops, and implements state government facility physical security policies, standards and procedures Monitor Help Desk Ticketing system and support security help desk using Remedy. Performed and post results of bi-weekly and on demand vulnerability assessments. Provide incident reporting and response capability. Maintain and operate all hardware supporting the configuration compliance verification and vulnerability assessment activities including system administration, configuration management, technical troubleshooting, backup/recovery, training and user support. Assisted with security procedures and validated student IDs. Input student exams and files using Foxpro2 System and Netpro. Monitored all login Id for Security on-line testing. Maryland National Capital Park and Planning Commission 11/2002 – 3/2003 SMART link Help Desk Support

Performed duties as a Help Desk Support Specialist – duties included troubleshooting computer keys - software and hardware-related problems. Received, logged and tracked all customer calls using CLASS Software. Operate, maintain and configure the configuration compliance verification tool; apply regular updates from the vendor; provide operation, troubleshooting, training and helpdesk support. Performed and completed phone isolation and resolution duties utilizing shadow taskbar software. Provided micro-soft end-user training and advance support training to office staff for the use of Microsoft Office Automation Applications. Assisted senior level helpdesk technicians with installing, repairing and upgrading of computer desktops, servers, laptops and computer peripheral equipment. EDUCATION AND PROFESSIONAL TRAINING

University of Maryland University College, Largo, MD 12/2010 National Society of Collegiate Scholars & National Society Of Leadership and Success Honors Student Expected B.S. in Cybersecurity-2019-20 Prince George’s Community College, Largo, MD

Completed courses: Computer Science Courses, Help Desk Tools and Technology, Microsoft Office suite, Computer Programming Techniques, CEH Ethical Hacking, QBasic Language, UNIX/LINUX Operating System, and Networking Administration, C++ Programming Language and Data Base Management, Oracle Database Systems, Windows NT, Intranet ware 4.11, Completed A+ Installation, Network + & Security + and Computer Forensics I & 2. Wireshark & Ethereal Network Protocol Analyzer, A+, MCSA Certification. Completed MCSA Exam 70-210 (Microsoft Professional Installation and Configuration), Healthcare Information Technology Certification, CompTIA Network +, Security + and CEH Certifications expected December 2019.

Strayer University, Washington, DC 08/97 – 7/99

Associates of Arts in Networking Computer Information Systems George Washington University, Computer Programming Washington, DC 08/84 - 06/85 Certificate: Computer Operations & Programming

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