Help Desk Incident Response

Rolanda Jackson

Ashburn, VA 571-***-**** (m) *******.**********@*****.*** 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

SOC Analyst Level 1

Each1Teach1 Tech (Remote 2ND SHIFT) Sept 2023 – Present

● Analyze Network traffic using Splunk to identify suspicious activities and investigate incidents, escalating issues to senior analysts as needed.

● Participated in threat-hunting activities and utilized tools like Wireshark and IDS/IPS for comprehensive threat monitoring.

● Assisted in refining incident response procedures, contributing to a more robust organizational security posture.

● Documented events, contributed to incident reports, and communicated findings to management and other stakeholders.

cybersecurity support technician July 2023 – Sept 2023

Each1teach1 Tech

remote

On the job Training- Cybersecurity Support Tech Apprentice program, Company education.

Technical Support: Provide technical assistance and support to users within the organization, troubleshoot cybersecurity-related issues, and offer solutions to problems encountered by end-users or colleagues.

Incident Response: Assist in incident response activities, including identifying, analyzing, and mitigating cybersecurity incidents, and providing support in the investigation and resolution of security breaches or vulnerabilities.

Security Operations: Monitor and maintain the organization's security systems and tools, such as firewalls, intrusion detection systems, and antivirus software, ensuring their proper functioning and proactively identifying potential security risks or anomalies.

User Education and Training: Help educate end-users about cybersecurity best practices, provide training on security awareness, and assist in developing materials or resources to promote cybersecurity knowledge and adherence to policies within the organization. Documentation and Reporting: Maintain accurate records and documentation of security incidents, investigations, and solutions implemented. Prepare reports and provide updates to management or relevant stakeholders regarding cybersecurity incidents, trends, and the overall security posture of the organization.

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.

AMAZON WEB SERVICES (AWS) September 2022-JANUARY 2023

Swiss port solutions (Temp Role)

Receptionist, Herndon VA

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 MAY 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 MARCH 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.

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, I Quest 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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