Rolanda Jackson

Ashburn, VA 571-***-**** (m) adys91@r.postjobfree.com https://www.linkedin.com/in/rolandajackson

Information System Security Professional

Help Desk Expert Federal Contractor Expertise DoD Secret Clearance

Career Goal: Transition to Junior ISSO Role

Professional Highlights

customer service representative March 2023 – may 2023

E talent Network (IRS contract)

22nd Century Technologies, Falls Church, VA

Support of IRS scanning project and process improvements, reviewed and analyzed documents for digitalized utilizing database for federal and state clients.

Focused on providing Scanning as a Service and Optical Character Recognition to digitize and process IRS documents and records.

Analyzed files for redundancy, patterns, and submission errors to ensure machine readable data.

Provided courteous, accurate, and timely customer service to the public while focused on providing IT managed services to Federal, State and IRS digitized applications.

Receptionist, Herndon VA January 2023 – March 2023

Swiss port solutions (Temp Role)

AMAZON WEB SERVICES (AWS)

Utilized SIEM ticket system to assist with incoming and outgoing communications processing.

Handled incoming calls and other communications. Answered the phone in a timely manner and directed calls to the correct offices.

Managed the SIEM ticket queues; dispatched to appropriate individuals, followed up, and reported to individuals in a timely fashion.

Greeted vendors, customers, job applicants and other visitors and arranged for transportation services when needed.

Directed visitors by maintaining employee and department directories.

Operated a switchboard to route incoming calls and place outgoing calls.

Maintained security by following procedures, monitoring logbook and issuing visitor badges.

Capture & Business Development SPECIALIST (temp role) MAY 2022

Agile1Tech, Fairfax, VA

Cultivated key customer relationships, identified business development opportunities and closed business deals, relying on extensive knowledge of current market conditions. Supported all Business Development Department strategic goals and growth initiatives as the company provided thought leadership in the tech space.

Business Development. Contributed individually and with teams to identify new opportunities for delivery of innovative solutions to customers, moving the company toward new sales goals and growth. Developed strong business relationships with key decision-makers to increase depth of sales with current customers. Extensively researched lists of high potential prospects for business development and engagement.

Self-Study: Professional Courses 2019 - 2022

Planned and executed a comprehensive course of studies to enhance post-graduate level degree in Information Systems and deepen professional knowledge, skills and understanding of the Information Technology, Information System Security and Cybersecurity field. See full list of professional certifications and training at resume end.

Data Analyst/Representative III 2019

PHACIL, LLC, Herndon, VA

Supported senior IT Specialist, ISSO and Security Risk Manager with incident management, serving Department of State as a contractor. Assessed the security of information systems and mitigated threats and vulnerabilities using established processes and automated ticketing tool (Remedy). Coordinated with external system developers using Remedy to implement compliance recommendations for systems used by DoS. Performed duties as a member of the corporate security team.

Info Security. Expertly investigated non-compliance issues and made recommendations to achieve user compliance. Assessed security incident responses and policies, implementing and monitoring security controls to ensure awareness and promote compliance. Applied information system security principles, procedures and practices according to the risk management framework. Monitored system performance audited user activity, maintained records and documentation.

User Training. Acted as the resident expert and technical support contact for all questions on the system security policy and responded to user queries. Trained users on security and other system access requirements for DoS systems, maintaining required documentation and Authorization to Operate.

Cashier Customer Service Representative 2007 - 2019

Target, Sterling, VA

Performed a variety of duties contributing to an exceptional shopping experience promoting sales transactions and customer satisfaction.

Customer Service. Engaged with customers and handled all questions and complaints in a professional and friendly manner. Advised customers on products and store locations.

Daily Operations. Managed documents and payment discrepancies; handled payment transactions and reconciled balance account. Trained and coached new hires on standard operating procedures and cash register operations. Contributed to re-stocking, inventory management and store appearance. Observed customers for any suspicious activity and adhered to all Target operations and security policies.

Prior Experience

Senior Center Receptionist, James Lee Community Center, Arlington, VA

Education, Certifications, Professional Coursework & Technology

M.A., Information Systems, Strayer University

B.S., Information Systems, Strayer University

A.S., Information Systems, Strayer University

A.A., Business Administration, IQuest Technologies

Certifications: ITILV3 Foundation, Intellectual Point; CompTIA Security+, Security University; AWS Diploma; Each1Tech1, AWS Cloud Security, Azure; Private Investigation and Security Professional Training Academy; CISSP Course

Technology: Microsoft Office Suite/365, MS Teams, SharePoint, Zoom, Google Meet, Skype

Problem-Solving Info Security Business Development Network, Hardware, Software Services

Customer Service (CX) Service-Level Agreements User Accounts & Training Security Incidents

Compliance Remote & Onsite Code & Data Input Critical Thinking Fast Learner

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