Cybersecurity-Driven Administrative Professional

Jessica Galles

**** * ****** ******, *******, NV 89048 804-***-**** ******************@*****.***

Profile

Detail-oriented and highly motivated professional with over 20 years of experience in administrative and customer service roles, recently complemented by advanced education in Cybersecurity and Cloud Computing. Proven ability to manage sensitive data, support IT operations, and uphold system security and integrity. Strong organizational and analytical skills, with a focus on compliance, risk management, and process improvement.

Skills & Abilities

RMF Zendesk FIPS199 Business Impact Analysis Microsoft 365 Excel ISO 136485 Auditing Quality Management Systems SOP’s Customer Service Call center Vacancy announcements and recruitment Online Chat help Kustomer PACER SSP ATO readiness POA&Ms NIST 800-53 HR Procurement Accounts Receivable Accounts Payable invoicing account reconciliation Sharepoint Excel Quickbooks ChatGPT Hospitality CRM Organization Skills Multi-Tasking Adaptable Time Management Problem Solving Effective Communication Remote environment experience Tableau Slack SLA

Experience

IT SPECIALIST INTERNAL REVENUE SERVICE (IRS) DECEMBER 2023 – SEPTEMBER 2025

Authored and maintained SSPs, BIAs, ISCPs, and POA&Ms in compliance with NIST 800-53 and RMF guidelines.

Partnered with stakeholders to ensure ATO readiness and accurate control implementation documentation.

Supported continuous monitoring by tracking control status, updating artifacts, and ensuring timely submission of evidence.

Managed RMF tasks and documentation updates to support continuous monitoring and audit readiness

Maintain knowledge with accurate up to date information relating to current policies and procedures.

Collaborated with members of my team to support projects.

VETERANS ADVANTAGE CUSTOMER SERVICE REPRESENTATIVE APRIL 2021 – DECEMBER 2021

Processed payments and verified account details for security compliance

Accurately document all interactions and account-level issues, in Zendesk and Kustomer.

Handle inbound and outbound calls, live chats, emails, and texts to assist consumers and providers with inquiries, complaints, and service requests.

Created, updated and troubleshoot user access.

Met or exceeded performance metrics, including response time and resolution rate.

Adapted to new systems and procedures to enhance service efficiency.

Managed multiple customer interactions simultaneously while maintaining accuracy.

Escalated complex issues to appropriate departments for resolution.

Provided outstanding customer support by analyzing, diagnosing and resolving problems and requests.

Serve as a steady, calming communicator when de-escalating issues with members.

OPERATIONS MANAGER/EXECUTIVE ASSISTANT TO CEO PROTON SYSTEMS FEBRUARY 2013 – PRESENT

Managed daily operations and administrative functions across HR, procurement, finance, and facility

management, ensuring efficiency and compliance with ISO 13485, ISO 9001, and FDA regulations.

Led production of 40–50 custom medical devices monthly, contributing to ~$70K in revenue while maintaining full traceability and quality assurance through ISO-compliant documentation and audit readiness.

Directed internal and external audits, vendor invoicing, purchasing, and document control to sustain ISO accreditation and support continuous process improvement.

Compiled and analyzed risk, QA, and defect data to inform operational reports and drive adherence to yearly performance objectives and regulatory standards.

Created invoices, applied payments and adjustments, and reconciled bank accounts and credit cards against company ledger at the end of the month. Maintained records of all financials to ensure accounts are correctly balanced.

PARALEGAL SPECIALIST FRIEDMAN & MACFADYEN OCTOBER 2010 – MAY 2012

Prepared and organized documents for foreclosure sales, ensuring all legal steps were completed and notifying clients through online systems.

Managed daily workload, followed up on missing documents and title issues, and prepared bids for foreclosure sales.

Conducted bankruptcy checks through PACER and ensured timely notification of sale cancellations to attorneys and clients.

Drafted correspondence, filed documents, and researched relevant laws, regulations, and guidelines to support compliance and operational evaluations.

PARALEGAL SPECIALIST KPMLAW APRIL 2008 – APRIL 2010

Assist attorneys with all phases of litigation, including investigation, discovery, trial, and appeal processes

Conduct legal research and analysis on complex legal issues

Draft legal documents, such as pleadings, motions, briefs, and other court filings.

Manage case files and maintain document control

Coordinate with clients, witnesses, experts, and outside counsel

Prepare for depositions, hearings, trials, and arbitrations

Maintain calendars, schedule meetings, and track deadlinea.

Education

MASTER’S DEGREE CLOUD COMPUTER SYSTEMS UMGC JULY 2023 – SEPTEMBER 2024

Honors: Summa Cum Laude

GPA: 4.0 of a maximum of 4.0

BACHELOR’S DEGREE CYBERSECURITY & NETWORKING UMGC OCTOBER 2019 – MAY 2023

Credits Earned: 120 semester hours

GPA: 3.644 of a maximum of 4.0

ASSOCIATE’S DEGREE COMPUTER STUDIES UMGC OCTOBER 2019 – SEPTEMBER 2021

Credits Earned: 60 semester hours

GPA: 3.88 of a maximum of 4.0

Additional Information

Public Trust Suitability Determination 2024

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