Security Analyst Customer Service

Dr. Jondexter Toombs, DM

*** **** ***** ****** **** 109, Tampa, FL 33602

813-***-**** • **.*********@*****.***

Forward-thinking technology executive and United States Air Force veteran with over 25 years of experience driving enterprise-wide IT transformations, optimizing infrastructure, and aligning digital strategies with organizational goals. Proven leadership in cybersecurity, governance, cross-functional collaboration, and change management in Fortune 500, government, and education sectors. Adept at developing high-performance teams, executing large-scale programs, and delivering innovative solutions that elevate business performance.

Skills

● Organizational

Leadership

● Project / Program

Management

● Research and

Evaluation

● Computers and

Information

Processing

● Decision Analysis for

Business Continuity

and Disaster

Recovery

● Core Concepts in

Intelligence

● Cyber Intelligence

● Information Security

& Risk Management

● Data Networks,

Systems & Security

● Applied

Cryptography

● Nortel and Cisco

Switches/Routers

● Microsoft Windows

Servers

● Active Directory

● Cisco Firewalls

● Computer

Networking

● Computer Hardware

and Software

Troubleshooting

● Information

Technology Project

Management

● Wide and Local Area

Networking

● Attention to Detail

● Customer Service

● Oral Communication

● Problem Solving

Education & Credentials

Doctor of Management Specializing in Organizational Leadership University of Phoenix October 2023

Post Master’s Organizational Leadership and Decision-Making University of Phoenix April 2023

Master of Science in Cybersecurity Specializing in Cyber Intelligence University of South Florida May 2020

Master of Business Administration (MBA)

University of Phoenix February 2013

Bachelor of Science in Business Specialization in Management University of Phoenix March 2009

Certifications:

CompTIA A+, Network+, IT Operations Specialist-CIOS

(Active License: COMP001021601294)

IT CORE Competencies

Attention to Detail

Demonstrates thoroughness in complex IT tasks, including financial oversight of projects, procurement coordination, and personnel management. Experienced in monitoring project and overhead expenditures, ensuring alignment with federal regulations. Customer Service

Committed to high-quality service delivery for both internal and external stakeholders. Provides subject matter expertise in IT systems, interfacing with military commands and federal agencies to understand needs, provide solutions, and ensure user satisfaction. Oral Communication

Effectively conveys complex technical concepts to diverse audiences. Experienced in delivering presentations, participating in cross-functional team discussions, and documenting outcomes. Known for responsive listening and clear articulation tailored to mission and audience. Problem Solving

Proficient in diagnosing IT and operational issues, analyzing data, evaluating alternatives, and recommending sound solutions. Led administrative planning and cross-unit coordination to advance enterprise-wide goals.

Specialized Experience Statement

In addition to demonstrating the core competencies above, I possess over one year of specialized experience equivalent to the required grade level in the federal service. This includes developing, implementing, and applying technical and project management oversight for systems engineering design and enterprise architecture; analyzing and providing solutions to enhance system performance and efficiency; and leading cross-functional technical teams to execute complex initiatives that align with organizational and mission objectives.

Professional Experience

Verizon Engineer III Specialist – Tech Support

Temple Terrace, FL Apr 2019 – May 2025 - Full-Time 40 Hours

• Led enterprise-level IT operations, collaborating across departments to drive the successful migration of secure VPN and Wi-Fi networks.

• Provided leadership in cross-functional troubleshooting teams and contributed to major event support, including the NFL Super Bowl Command Center.

• Directed internal initiatives to enhance system resilience and information security.

• Streamlined ticketing and SLA management using ServiceNow & Remedy, optimizing team productivity.

• Mentored junior technicians and contributed to the development of support standards.

• Implemented, and applied technical and project management oversight for systems engineering design and enterprise architecture.

• Analyze and provided solutions to improve performance and efficiency of systems. Marriott Vacations Worldwide (Contract) Systems Administrator Lakeland, FL Oct 2018 – Apr 2019 - Full-Time 40 Hours

• Spearheaded server builds and infrastructure troubleshooting while coordinating with leadership to execute strategic IT projects.

• Managed Active Directory and VMWare systems to support global operations.

• Provided tactical leadership in restoring system functionality and minimizing downtime.

• Developed, implemented, and applied technical and project management oversight for systems engineering design and enterprise architecture.

• Analyze and provided solutions to improve performance and efficiency of systems. Hillsborough County Public Schools Digital Design Teacher Tampa, FL Aug 2017 – May 2018 - Full-Time 40 Hours

• Exercised leadership in academic instruction, preparing high school students for industry certification in Adobe Creative Suite.

• Developed innovative curricula aligned with district and state standards.

• Led classroom operations, behavior management, and achievement tracking. Community Health Systems (Contract) Technical Analyst Franklin, TN Aug 2016 – Aug 2017 - Full-Time 40 Hours

• Led end-user support efforts during a major enterprise migration project, optimizing VPN configurations and system integrity.

• Analyze and provided solutions to improve performance and efficiency of systems. Dell (Contract) ProSupport Technical Professional Tampa, FL Apr 2014 – May 2016 - Full-Time 40 Hours

• Served as escalation lead, coordinating customer service and resolving complex technical issues across a range of private and enterprise clients.

• Led remote support teams and guided resolution pathways for Tier 2/3 support.

• Analyze and provided solutions to improve performance and efficiency of systems. Hewlett-Packard Infrastructure Project Manager

Tampa, FL Nov 2011 – Oct 2012 - Full-Time 40 Hours

• Oversaw global server build and decommissioning projects for high-availability data centers.

• Managed cross-border teams using MS Project and Agile methodologies.

• Initiated process improvements for SLA compliance and documentation.

• Developed, implemented, and applied technical and project management oversight for systems engineering design and enterprise architecture.

• Analyze and provided solutions to improve performance and efficiency of systems.

• Provided leadership to cross-functional technical teams. Bank of America / HP (Contract) Project Manager / Floor Coordinator Tampa, FL Mar 2008 – Aug 2010 - Full-Time 40 Hours

• Led desktop and laptop refresh projects for regional operations.

• Supervised teams, facilitated hiring, and ensured project delivery.

• Coordinated project plans and milestone tracking to ensure strategic alignment. HDR Engineering, Inc. Infrastructure Manager

Tampa, FL Aug 2007 – Feb 2008 - Full-Time 40 Hours

• Managed help desk and systems teams, supporting enterprise LAN/WAN and server infrastructure.

• Spearheaded organizational IT initiatives and staff development.

• Developed disaster recovery protocols and cybersecurity policies. SAIC (EMA) Electronics Technician III

Tampa, FL Jan 2007 – Apr 2007 - Full-Time 40 Hours

• Provided global support for tactical communications systems within Special Operations, leading critical diagnostics and repair workflows.

Verizon (Contract) Systems Engineer II

Temple Terrace, FL Aug 2004 – Jun 2005 - Full-Time 40 Hours

• Managed deployment of mission-critical .NET applications and systems.

• Provided emergency support and recovery for business continuity. PRIDE Enterprises Telecommunications & Support Admin St. Petersburg, FL Jan 2001 – Aug 2004 - Full-Time 40 Hours

• Directed multi-platform enterprise IT operations including Citrix, Exchange, and firewalls.

• Led network architecture planning and vendor coordination. GTE / Verizon (Contract) Network Analyst

Temple Terrace, FL Mar 2000 – Oct 2000 - Full-Time 40 Hours

• Maintained 10,000+ Cisco and Nortel routers and switches.

• Provided advanced diagnostics and outage response leadership. U.S. Air Force Electronic Computer & Switching Systems Tech MacDill AFB, FL Jul 1997 – Feb 2000 - Full-Time 40 Hours

• Led systems performance analysis, diagnostics, and repairs to sustain communications operations critical to national security.

Expanded Technical Qualifications

• Deep understanding and application of IT theories, principles, concepts, standards, and methods in enterprise environments.

• Extensive experience in IT policy and planning concepts and practices across multiple sectors, including government and Fortune 500 companies.

• Demonstrated knowledge of the interrelationships of multiple IT disciplines and their integration in large-scale systems.

• Expertise in managing communities of interest engaged in IT architecture development, investment planning, and policy initiatives such as e-government programs.

• Practical experience applying the NIST Risk Management Framework (RMF) across mission- critical systems to ensure compliance and security posture.

• Skilled in creating and maintaining information system record artifacts that align with federal documentation standards and audit readiness.

• Recognized for delivering outstanding customer service and support, interfacing with diverse stakeholders to resolve issues and enhance user experience.

• Hands-on experience in technical roles such as network and systems administration/engineering, ensuring uptime and reliability of IT infrastructure.

• Competent in IT procurement processes, including the preparation of IT capital and operating budgets to align with strategic planning.

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