Customer Service Systems Administrator
Resume:
SONYA HERNDON
SKILLS
• Leadership Skills
• Calm Under Pressure
• Remote Office Availability
• Critical Thinking
• Analytical Thinking
• Task Prioritization
• Customer Service
• Team Coordination
• Scheduling
• Program Evaluation & Resolution
• Staff Training and Development
• Training and Development
Active Communication, Writing &
Listening Skills
•
• Computer Savvy
• Researching
• File Management
• Organizational Skills
• Time Management Skills
• Conflict Resolution
• Program Planning
• Management & Reporting
• Process Monitoring & Improvement
• Problem Solving
• Reconciliations
CERTIFICATIONS
Cybersecurity Training - Oct 2023 -
May 2024
•
REFERENCES
References Upon Request
ADDITIONAL INFORMATION
Security Clearance - Yes
Twenty + years of progressive computer systems, management, customer service, and troubleshooting experience. Background in training, counseling, consulting, systems and security administrator, peripheral deployment and logistics. Customer service oriented. Project management skills: Influencing, leading, negotiating and delegating abilities. Highly reliable, responsible, a quick learner and a team player. Natural communicator with strong motivational skills and the ability to support operational goals and meet business objectives. Strong work ethics in overseeing the operational functions of any organization. Possess the ability to transition between tasks efficiently. Results-driven IT professional with notable success in planning, analysis and implementation of security initiatives. Strengths in providing comprehensive network design and security frameworks. Certified in Cybersecurity.
WORK HISTORY
October 2022 - Current
Security Asst USMC, Camp Pendleton South, United States Complete new DEERS logon ID for new user, terminate DEERS logon ID, and update security privileges on previously issued DEERS logon ID
•
• Deactivate and report security violators
Maintain Site Information (i.e Site name, site location address, site phone numbers, and site mailing address)
•
Perform all ID card and CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in AFI 36-3026 IP and RAPIDS Training Guide
•
Provides professional military personnel support services to Camp Pendleton Identification Card Administration (ICA) program at Marine Corps designated as Defense Enrollment Eligibility Reporting System
(DEERS) and Real-time Automated Personnel Identification System
(RAPIDS) sites.
•
Accomplish and maintain lasting rapport/relationship with clients to ensure their needs are being met continuously
•
Maintaining positive atmosphere while promoting teamwork with staff members
•
Perform all ID card and CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in AFI 36-3026_IP and RAPIDS Training Guide.
•
Actively participated in industry conferences and workshops to stay informed about the latest developments in site security management and emerging threats
Worked in fast-paced and high-risk environments while maintaining
•
CONTACT
Oceanside, CA 92056
*******@***.***
Continued Tested and evaluated over
1000+ peripherals to ensure
connectivity to network with proper
IP protocol for Camp Pendleton base.
Developed and edited knowledge base
integration for southwest region
support center. Productivity manager
liaison for management and support
staff to alert and resolve scheduling
conflicts that will impact the
helpdesk's ability to achieve the
Service level of Operation. Managed,
executed, marketed, coordinated and
advertised strategies for special events
and MLK ceremonies for various
organizations/churches. Coordinated
mission projects for chapel/church and
community organizations to establish,
foster, and nurture community
relations. Developed and managed
spreadsheets to track and centralize
business systems access request and
equipment for deployment, security
and helpdesk accessibility. Managed
schedule for over 35+ helpdesk analyst
to ensure proper staffing based on the
call volume to meet SLAs. Supervised
and trained over 50+ members while
assigned as Director of choirs.
Counseling/Facilitator Organized
teams, equipment, and spreadsheets to
maintain a high state of readiness for
deployment for over 13,000 marines
and 500 pieces of equipment
(estimated dollar amount 250, 000).
Conducted process review, which
provided equipment and personnel
readiness. Analyzed problem areas
and wrote policy/procedures to
implement corrective measures.
Facilitated new material to support
groups, managers, and over 35 end
users via teleconferencing or PC
training environment for the helpdesk,
and security applications. Developed,
organized, chaired, and managed
committees to encourage knowledge
of applications, morale, team spirit,
and camaraderie amongst peers.
•
PROGRAMMING LANGUAGES
(Not limited to the following)
• Internet
• Python
• SQL
• LINUX/UNIX
• XP/Windows NT/95/98
October 2019 - September 2021
Site Security Manager Lead D2 Government Solutions, Camp Pendleton, CA
May 2016 - July 2018
Department Store Lead Steinmart, Carlsbad, CA
exceptional standards of excellence for security programs, strategies, and plans
Required Cybersecurity and Anti-Terrorism training to ensure knowledgeable about evolving industry standards and best practices in site security management
Provided regular updates on site security status to upper management, allowing for informed decision-making regarding resource allocation and policy changes
• Provides professional military personnel support services to U.S Navy's Identification Card Administration (ICA) program at Navy installations designated as Defense Enrollment Eligibility Reporting System (DEERS) and Real-time Automated Personnel Identification System (RAPIDS) sites
•
Oversees and supervise related functions and activities, administer company policies and procedures and train new employees
•
• Administer new hire orientation
• Provide weekly stats and reports to directors
• Accept, receive, and open inventory for use on RAPIDS Screen and interview potential applicants to ensure they are right candidates
•
• Organize department workflow
• Participates in special projects as required
Ability to create, maintain, and update Standard Operating Procedures for day to day activities and processes
•
Responsible for managing security of RAPIDS workstations that are under purview
•
Act as primary site POC for Real –time Automated Personnel Identification System (RAPIDS)
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• Maintain Site Roster of RAPIDS users
• Add and assign roles for various categories of RAPIDS users Create new DEERS logon ID for new user, delete DEERS logon ID, and update security privileges on previously issued DEERS logon ID
•
• Deactivate and report security violators
• Report SSM changes immediately to DEERS Security Maintain Site Information (i.e Site name, site location address, site phone numbers, and site mailing address)
•
Perform all ID card and CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in AFI 36-3026_IP and RAPIDS Training Guide.
•
Actively participated in industry conferences and workshops to stay informed about the latest developments in site security management and emerging threats
•
Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans
•
Required Cybersecurity and Anti-Terrorism training to ensure knowledgeable about evolving industry standards and best practices in site security management
•
Provided regular updates on site security status to upper management, allowing for informed decision-making regarding resource allocation and policy changes
•
Proficient with HTML, Microsoft
Office Suite (Access, Excel, Word,
PowerPoint), and other software.
•
• PC literate; Windows 11
September 2006 - May 2009
Computer Instructor/Mentor CSSMU, San Marcos, CA
• Provide a clean and well-maintained store
• Ensure merchandise and store standards are followed
• Look for ways to proactively assist fellow team members
• Package online orders (Ship from Stores)
• Follow Company policies and procedures to control inventory
• Receive and check in merchandise
• Assist in minimizing loss of company assets
• Organize department workflow
Provide leadership and guidance to assure growth and competence of all associates
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• Provide exceptional customer service to enhance customer retention Control payroll cost, cash flow, balancing and audits accounts on daily basis using required forms, databases, registers/POS terminals and checkout processes
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Identify areas for opportunities to increase profits and decrease expenses
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• Maintain on-going marketing campaign for the branch
• Follow up on emails and phone calls on billing discrepancies
• Confirm prices and approve payments
• Process and reconcile credit card charges
• Prepare and process check payments, wire transfers and ACH payments
• Assist in month end closing process
• Perform all other tasks as assigned by a manager.
• Provide a one-to-one/small group teaching experience Show evidence of adapting and differentiated instruction for all students and a classroom forum for holistic growth
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• Maintain complete and accurate records
Develop and maintain genuine, positive and consistent communication with all students
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Practice professionalism through ongoing professional development, reflection and continuous improvement
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• Expertise in the relevant subject area
• Understand learning differences and emotional difficulties
• Ability to mentor as a positive role model
• Understand and support each student's formal education plan Actively learn any technologies and instruction methods to support a high-performing education environment
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• Assist maintaining computer lab and facility
• Other duties as assigned
EDUCATION
May 2024
Certificate, Cybersecurity
Google Coursera, Online
Handson training:
Linux
Python
SIEM tools
Algorithms
Debugging
Journal
Packets and Packet captures
Phishing
Incident response
2010
Certificate, Healthcare Information Technology
UCSD, San Diego, CA
1998
Bachelor of Science Computer Programming
Coleman College, San Diego, CA
1989
Associates of Arts Radio & TV Production
Palomar College, San Marcos, CA
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