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Customer Service Program Manager

Location:
Cleveland, OH
Posted:
September 21, 2023

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Resume:

Lori Abram

*** ***** **. ********, ** *****

adzun9@r.postjobfree.com

567-***-****

Objective:

Security professional with a background n multiple discipline. Self-motivated with prior success in coordinating efforts with internal teams to reach and surpass expectations. Adept at working in a fast-paced environment demanding strong organizational, analytical and tie management skills.

PROFESSIONAL EXPERIENCE:

Great Lakes Community Outreach

Position: Administrative Technology Specialist

Fremont, Ohio

March2 023 – Present

Responsibilities:

oManage and route phone calls.

oManage and order office supplies.

oOrganize company documents.

oUpdate fillings system.

oWork with IT staff to keep personnel on track for project deadlines.

oAttend meetings with or in place of IT personnel to relay information to the team.

oWrite and implement standard operating procedures for the department.

oOrder supplies for office and staff.

oOrganize and implemented process for issuing and returning IT equipment to end users.

oCreate spreadsheets to track inventory items

Linxx Global Solutions

POSITION: Comsec Account Manager/Program Security Specialist

CLEARANCE: TOP SECRET

NASA Glenn Research Center

Cleveland, OH

Nov. 2019 – February 2023

RESPONSIBILITIES:

Assist Program Security Representative in ensuring compliance with government security documents, review of Standard Operating Procedures (SOP), Special Security Plans and Fixed Facility Checklists.

Prepare and coordinate secure transmission of classified materials.

Provide support to the Program Security Officer and the Program Security Representative.

Assist in the Security Office’s daily business operations, communications and documentation.

Schedule and conduct program security briefings and debriefings. Prepare briefing documents and create, maintain, update Simms as the personnel security electronic database.

Instruct personnel on proper reporting of personnel information per program requirements.

Assist Program Security Representative in maintain records for electronic storage.

Provide Communications Security (COMSEC) support to GRC and manage Network Encryption Systems at GRC.

Conduct GRC COMSEC inspections and inventories provide information to OPS personnel regarding advancements and developments concerning COMSEC.

Administer the NASA-classified Safeguard and Security Network in accordance with NASA guidelines and maintain currency and proficiency on National COMSEC policies and secure telecommunications.

Coordinate with NASA COMSEC Office of Record on COMSEC matters.

Responsible for operations, applications and maintenance of the COMSEC account

Maintain GRC COMSEC account records and submit required accounting reports to appropriate Government agency.

Train COMSEC users, develop and maintain training aides, aterial and programs for all GRC civilian and contractor.

Implement and maintain the COMSEC SOPs.

Linxx Global Solutions

POSITION: Access Control Specialist

CLEARANCE: TOP SECRET

NASA Glenn Research Center

Cleveland, OH

November 2019– February 2023

RESPONSIBILITIES:

Maintain existing Security Management System (SMS) and troubleshoot system problems, repair and correct system and component failures.

Assist Lenel regional administrators with testing related software applications that support network video recorder, and Lenel OnGuard security control workstations.

Coordinate and submit work orders for any wall, door and door frame modifications and fabrications related to SMS configurations.

Support and assist with system engineering and design reviews on new projects requiring SMS.

Perform scheduled maintenance, testing and evaluations, troubleshooting technical and operational problems and repairs. Correcting system and component failures.

Assist with programing, testing and troubleshooting related enterprise and center premise equipment software applications supporting the Lenel OnGuard and its association with SMS hardware functions.

Provide assistance as part of SMS support services to the Identity, Credential, and Access Management ICAM program manager in conducting audits, assessments, surveys, and inspections on SMS components.

Verify card reader programming and associated tamper switches and trouble relays at the Security Monitoring Console. Card access doors shall be checked for proper operation of electronic locking devices and internal monitor switch operation.

Test motion detectors, magnetic switches, duress buttons, and similar alarm initiating devices in accordance with the manufacturer instructions, including observing recommended gaps for magnetic switches and walk-testing motion detectors.

Test all alarm points back to the Security Monitoring Console by activating the alarm devices to which they are attached. Verify proper programming of alarm points at the Security Monitoring Console.

Coordinate scheduled testing times and access to the site to minimize the disruption of GRC activities and other Contractors.

Inspect electronic security systems, intrusion detection systems and their components, barriers, security and emergency communications equipment. Existing security panel configurations, component identification tagging, and software programming the SMS annually to verify that components function properly and are configured with the Enterprise Physical Access Control System annually.

Maintain, test, and evaluate new SMS components to ensure all products are installed to the manufacturer’s specifications; are configured, tested and integrated to operate with SMS hardware/software; are Lenel OnGuard-certified; and submit a final installation report to the GRC OPS ICAM Program Manager for review and approval.

Validate the installation of all hardware, components, services, system programming and material to ensure full functionality of security system.

Provide a list of required and requested replacement parts, additional or supplementary stocks of replacement components for the systems to the GRC OPS ICAM Program Manager quarterly.

Certified Alarm/Security Technician (CAT I)

Lenel OnGuard Core Certified

Linxx Global Solutions

POSITION: Administrative Security Personnel Specialist/Visitor Control

CLEARANCE: TOP SECRET

NASA Glenn Research Center

Huron, OH

Nov. 2019 – February 2023

RESPONSIBILITIES:

Enroll all persons that require access credentials, which include capturing each person’s digital image, obtaining electronic fingerprints, capturing and validating personal identity documentation, and signature acknowledgement.

Schedule personnel to issue credentials with prior notice of the requirement or requests to get personnel processed for a NASA credential.

Conduct NCIC checks as per policy for personnel requiring access to the facility.

Ensure accurate inventory control, and card stock records management including destruction records for returned or unused cards.

Notify Program Manager when NASA Smartcard stocks are low to coordinate reorders.

Prepare, issue, store, and keep accurate inventory tracking of PIV, NASA Smartcard credentials for civil service and SSC personnel, and non-PIV credentials for retired civil service personnel, FNs, designated associates, affiliates, and interns.

Assist customers with PIV personal identification number sets, resets trouble-shooting, and certificate updates including PIV renewals and reissuance.

Assist with data input for the NASA Identity management system and other security management databases.

Assist with identities affiliated with PBS.

Processing and termination process of PBS personnel which includes recovering credentials, termination actions recorded in identity management systems, and the proper destruction of credentials.

Destroy credentials that are no longer authorized or that are damaged..

Administrative support for the Locksmith Program.

Administrative support for the hiring process, testing.

Ordering uniforms, equipment for officers and office supplies.

Keeping detailed spreadsheets up to date.

Value City Furniture Sandusky, OH

Customer Service Nov 2016-Nov 2019

Cash Handling: Accurately process customer cash, check, and Safely ID and search customer account information.

Customer service: Greet and guide customers in a friendly and professional manner. Communicate existing and new account services. Up-sell and set-up delivery and pick-up appointments for furniture.

AMVETS post 17 Sandusky, Ohio

Bartender/Waitress 2010-present

Provide outstanding customer service

Started as server in 2010

Promoted to head server in 2013

Delegate task to employees

Resolve any customer complaints

Excellent multi-tasking skills

Lyman Harbor Sandusky, Ohio

Asst. Manager 2002-06 and 08-10

Responsible for setting up all banquets, meetings and large parties

Schedule staff of up to 20+ people

Supervised multiple banquets simultaneously and assured customer were satisfied

Led banquet team, supervised and motivated staff

Active assistant to 3 head managers

Attended weekly meetings and contributed creative marketing techniques

Performed weekly inventory

Made important decisions in a high stress environment

Proficient in culinary profession

Understands food service techniques and standards.

U.S. Army Network Specialist Iraq, Egypt and Colorado

Network/COMSEC Specialist 1999-2002 to2006-2008

Planning, coordination, execution and maintenance of all communication within my company

Set up computer networks

Ran Cat 5 cable to surrounding platoon headquarters

Planning and execution of NIPR and SIPR communications

Provided user accounts and passwords for specific users with authorization to access both secure and/or non-secure networks and training to personnel on COMSEC equipment and use.

Conducted and documented monthly crypto inventory, ensuring currency of keying material for various network Cryptographic Controllable Items (CCI).

Experience with various secure telecommunication systems Sectera, STE secure telephones Sincgar Radio, Multiband network radio (MNBR), tactical repeaters,

Kept inventory and detailed records of all equipment.

Implemented security procedures to monitor network usage and security

Coordinated communications in military vehicles and kept systems up to date and secure.

Provided exceptional troubleshooting skills in networking and computer systems and user accounts.

Responsible for all communication equipment installation, operation and repair.

Made very important decisions in a fast pace, stressful environment

Lead a team of 5+ personnel

EDUCATION

Ohio business college Sandusky campus Associate Program 2011

Information technology

IT Support

Web Design

Awarded academic honors

Personnel Adjudication Course Online (STEPP)

Aug, 2021

MILITARY

U.S. Army Ft. Carson, Co. 1999

Network specialist training

Good conduct medal



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