Technical Support & Security Analyst Senior

Sherrie R. Young

**** **** **** **. *********, CA 92508, 951-***-****

****************@*****.***

CAREER SUMMARY

I am currently a Technical Support Analyst Senior, but prior I was an Information Security Analyst Senior with 23 years of experience in security, user access entitlements, customer service, vendor relationship building, telecommunication tier 1-3 support and banking regulations policies. I’m committed to upholding positive interpersonal relations, while maintaining a high level of services by building lasting relationships. I’m an enthusiastic individual that is motivated and looking for a job. My qualities are self-motivated, team player, pays attention to details, self-starter, entrepreneur, exceptional verbal communication and written skills. I have skills in Microsoft Office Suites 365, Windows 10, and Computer Systems Operation.

SKILLS

•Microsoft Office

•Active Directory

•ShoreTel Phone System

•Mitel Phone System

•User Administration

•Vendor Relationships

•SQL

•Troubleshooting

•Excel Spreadsheets

•Peripherals

•Critical Thinking

•Data visualization

•Data warehousing

•Communication

•Problem-solving

•Research

•TC/IP

•Collaboration

•Project management

•Data prep

•Statistics

•Writing

•Remote Desktop

•Domain knowledge

PROFESSIONAL EXPERIENCE

Provident Savings Bank - Riverside - Rehire October 2022 - current

Technical Support Analyst Senior (Helpdesk/Client Services)

•Answer Helpdesk inquiries concerning systems operation, proprietary and non-proprietary application, and hardware/ software conflicts. Diagnosis’s system hardware, software, and operator problems. Recommends or performs minor remedial actions to resolve problems based on knowledge of system operation. Support Agency updates/ changes and security access issues.

•Evaluate security incidents, developing solutions and communicating results to management.

•Run schedule IT Operation jobs and reports.

•Install hardware and peripheral components such as monitors, keyboard, printers, and disk drives.

•Analyze systems and access logs, complete analysis of evidentiary processes.

•Loads or replaces specified software packages based on vendor instruction and user requirements.

•Perform preventative maintenance on PCs and printers.

•Assist with network installations and troubleshooting activities, as needed.

•Review and evaluate any changes in data flow and job scheduling and coordinate suggested changes with the Client Services Manager.

•Perform monthly audit of Library inventory equipment.

•Coordinate with programming staff any requirements of proposed jobs or any program problems that may arise during batch or daily processing.

•Create the monthly Data Center Calendar.

•Enter commands and observe system functions to verify correct system operation. instructs users in the use of equipment, software, and manuals.

•Perform preventative maintenance on PCs and printers.

•Maintain global security policies and standards.

•Respond to and assist in due diligence and audit requests; collaborate on security solutions with departments.

•Assess in real time the impact of external actions on computer systems and networks and determine whether the County has been subjected to a system failure, a computer-related crime or potentially hostile information warfare.

•Maintain global security policies, standards, guidelines, and procedures to ensure ongoing security compliance.

•Evaluate the security posture of computers and networks; perform vulnerability scans and penetration tests.

•Develop and maintain scripts, routines, and software to perform vulnerability threat assessments. This involves reviewing system designs to ensure that security policies are effectively integrated.

•Communication with management and participate as a member of the security incident response team.

•Use various security tools and prepare reports on findings.

Self Employed June 2019 – October 2022

Paparazzi Accessories

•Full-time customer service representative, motivated, and successful agent.

•Build client relationships.

•Planned and hosted elaborate jewelry events.

•Market and placed cold calls to potential clients or customers.

•Daily inventory and reconcile payments from sales.

•Created client appointments calendar for clients who request to have a personal viewing of the jewelry.

Provident Savings Bank - Riverside July 1998 – June 2019

Information Security Analyst Senior

•Assist Information Security officer in performing data security functions on area networks, PC’s, and telecommunications in accordance with regulatory and technology standards.

•Conduct regular security audits to evaluate the effectiveness of security measures and identify vulnerabilities.

•Protect the confidentiality of all corporate, technology and financial data relating to bank operations and its customers.

•Maintain sufficient knowledge of the Bank Regulations to ensure compliance is up to date.

•Perform Data Security functions by implementing new user profiles and password controls in all applications.

•In charge of user delegation to over 50 different applications and/or vendors.

•Create and maintain security administration for all online agency accounts and use various security tools to monitor, analyze, and mitigate security threats. Prepare reports detailing findings, recommendations, and actions taken.

•Protect the confidentiality of all financial data relating to bank operations, security, monitoring controls and customer data.

•Establish, maintain, and update Data Security policies and procedures as needed and/or when network or vendor changes occur.

•Analyze network traffic and system logs to determine corrective action and implement countermeasures. collaborating with various departments to implement and modify demilitarized zones (DMZs) to segregate and protect internal networks from external threats.

•Coordinate implementation and modification of enterprise and departmental DMZs:

•Attend regularly scheduled data security seminars/webinars and/or conferences to stay current with cyber security protocols and threats.

•Analyze and implement additional security enhancements in all applications when released by vendors.

•Examines system and access logs to identify suspicious activities or unauthorized access attempts.

•Perform preventive maintenance on PCs and printers.

•Load or replace specified software packages based on vendor instructions and user requirements.

•Assist users with desktop, business management programs, network, or software troubleshooting, updating required software, firmware and/or applications.

•Responsible for inspecting installation/testing software on PCs and laptops, to ensure the checklist is accurate and complete prior to delivery.

•Responsible for monthly audit of Library inventory equipment.

•Manage and maintain the monthly Data Center calendar.

•Answer Help Desk calls and assist users as needed. Remote into users’ computers when needed.

•Train and assist new users when they call for the first time to login and accessing emails.

EDUCATION

California Technical Academy (In Progress)

Information Technology System Engineer

Computer Learning Center, Inc. March 1998

Diploma in Computer Systems Operations

CERTIFICATIONS

Windows 10

Computer Systems Operation March 1998

References are available upon request

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