TECHNOLOGY SKILLS:

Security: Disaster Recovery, System Recovery (Ghost, Acronis), eEye Retina Network Security, SSL, Digital Certificates, Anti - Virus Tools (Symantec, McAfee HBSS)

Systems: Windows-Based Systems (Server 2008, Server 2003, XP, Vista, Windows 7, Windows 10)

Networking: LANs, WANs, VPN, Routers, TCP/IP, VMWare

Programming Languages: Visual Basic (VB), Visual Basic for Applications (VBA), VBScript, Active Server Pages (ASP), JavaScript, HTML, DHTML, XML, Confidential, Confidential ++, Delphi, Cold Fusion, Pro* Confidential, SQL (Oracle and SQL Server), Confidential #.Net, Java, SmallTalk, OOP

Software Proficiencies: Oracle Right Now, WebEx, Confidential Rescue, RMF, eMass, Confidential Office Suite, MS Project, VISIO, Adobe Acrobat Professional / Designer, DOORs, Lotus 1-2-3, Lotus Notes, Word Perfect, Developer 2000, Procedure Builder, Interleaf, Paper Port, TOAD, Homesite, Visual Studio, XML Editor.

JOB - RELATED WORK EXPERIENCE:

Confidential

Technical Support Representative, Grantsville, UT

Responsibilities:

• Provide accurate and timely technical support for Confidential proprietary software ( Confidential ) created for estimating damages for insurance companies.
• Manage support issues of Confidential complex and technical nature with varying degrees of priority.
• Address incidents within predetermined service levels, requiring the ability to multi-task and prioritize.
• Ensure that needs of customers are met.
• Champion customer concerns regarding possible product defects/design issues.
• Carry out projects as assigned and support other team members to represent in Confidential professional manner.
• Provide technical support via telephone, email and chat with use of WebEx to assist with an accuracy of installation and/or fix
• Educate customers on the use of products.
• Assists in testing new and enhanced products.
• Accurately record and maintain incidents using Oracle, Right Now ticket tracking software.

Confidential

Technical Support Representative, Grantsville, UT

Responsibilities:

• Handle all personally identifiable information with great care and follow security protocols.
• Use of Confidential Rescue software to remotely access customer’s PC in order to expedite and assist in the most efficient manner.
• Consistently deliver high standards of service, supporting the strategies of the organization by delivering friendly service and support primarily over inbound calls in Confidential positive, professional, and ethical manner while working to exceed customer and company expectations.
• Interact with customers to provide, process, and prioritize information in response to inquiries, concerns, and requests about products and services.
• Listen to and understand customers stated and unstated needs to accurately and expediently address their concerns and troubleshoot effectively.
• Diagnose and resolve technical hardware and software issues involving general internet connectivity troubleshooting, application-based and web-based email support, as well as wireless and antivirus/firewall configurations on MAC and PC.
• Identify and escalate priority issues while accurately processing and recording all call transactions using the designated tracking software.

Confidential

Consumer Product Advisor, Salt Lake City, UT

Responsibilities:

• Help customers discover, enable and implement high-value Confidential technology solutions and services across Confidential broad range of devices that meet their individual needs and exceed their expectations.
• Consistently deliver high standards of sales and service, supporting the strategies of the Confidential Retail organization.
• Listen to and understand customers stated and unstated needs.
• Present total solution offerings and sales support based upon each customer's unique needs, both before and after the sale.
• Maintain expert-level product knowledge in all Confidential retail products, devices and service offerings.
• Continuously learn through others, self-educate, share specialized knowledge and expertly demonstrate and present the newest product and service offerings across all devices.
• Held learning sessions for Windows 10 and Confidential Office 365 users, both beginner and advanced.
• Taught AP Java course for underprivileged children to take the State examination.
• Collaborate with peers, store leaders, corporate and field team members in the development of innovative ways to continue to build long-term relationships with all customers.
• Provide troubleshooting to help resolve customers’ technical issues.

Confidential

Home Medical Transcriptionist and SRT Editor, West Valley City, UT

Responsibilities:

• Design, develop, and conduct initial reviews of Confidential & Confidential packages for Confidential supported systems
• Support Info Assurance Officers (IAOs) with Confidential & Confidential, remediation, and mitigation assistance for IS systems ensuring compliance for all Confidential CRANE Info Sys assets
• Review IA vulnerability scans, create and review Plan of Action and Milestones (POA&M), conduct risk assessments to provide recommendation for application and system design and deployment.
• Review and validate information system security documentation including Confidential & Confidential plans, system security plans, contingency plans, disaster recovery plans, and raw vulnerability scan results mandated for Confidential & Confidential package submission
• Consultant/Advisor to management personnel for certification and accreditation. Promote awareness to Confidential Crane management of the overall Confidential & Confidential status as well as security issues identified during vulnerability assessments
• Remain up-to-date on technological developments relative to Information Assurance to identify potential security risks with systems and networks located at Confidential Crane
• Coordinate with IAO, information system owners and users to ensure systems remain in Confidential secure state throughout their lifecycle. Significant configuration changes are assessed to determine overall impact to the security posture of the system
• Plan, direct and execute the implementation of complex IA requirements for maintaining compliance with Confidential, Confidential, and local IA policies

Sr. Information Assurance Systems Engineer

Confidential, Aberdeen Proving Ground, MD

Responsibilities:

• Establish system security for internally developed systems, software, and Commercial Off-the-Shelf (COTS) products
• Verify security module application via eEye Retina Scanning application, Confidential scanning; IAVM/IAVA reporting
• Verification and validation of application functionality and data integrity meeting Confidential standards
• Engineering analysis to identify and log defects
• Execution of test plans and scripts with facilitation of end-user testing
• Software Development Lifecycle (SDLC) supporting documentation - providing quarterly and weekly status reports as required both internally and externally
• Developed IA Process documentation to facilitate streamlined and best practices; implemented tracking spreadsheet to enhance complete follow-up which increased productivity, turn-around, and customer satisfaction.
• Liaison between development team and client to ensure quality of product delivery
• Plan and execute/Lead project tasks and/or projects
• Maintain and enforce secure lab environment and security profile for fielded systems
• Communicate and present concepts to all levels of technical ability
• Mentor, guide, and train as needed

Information Assurance Manager

Confidential, Picatinny, NJ

Responsibilities:

• Develop and/or enforce formal IA security and training program within FISMA guidelines
• Enforce IAVM/IAVA dissemination, reporting, compliance, and verification procedures, as well as baseline configuration as described
• Report security violations and incidents to the servicing RCERT in accordance with Section VIII, Incident and Intrusion Reporting
• Conduct security inspections, assessments, tests, and reviews
• Ensure use of Confidential approved procedures for clearing, purging, reusing, and releasing system memory, media, output, and devices
• Review all IA Confidential & Confidential support documentation packages and system fielding, operations, or upgrades requirements to ensure accuracy and completeness, meeting minimal risk acceptance standards
• Serve as Confidential member of the Network Enterprise Center Confidential to coordinate efforts between organizations
• Ensure IA personnel are maintaining and auditing access and log data
• Assist and support Installation IAM, IAPM, and Chief Information Officer (CIO) to identify and validate IA resource requirements, and provide input management controls, establishing IA strategies and policies in line with mission goals, and objectives of the Confidential and Confidential
• Disaster recovery/Incidence Response team serving as Continuity of Operations Program representative (COOP) enforcing compliance, working with various commands and associated MSCs assisting to develop recovery plans and incident response levels while administrating online tracking application - Sustainable Planner.
• Technical advisor to CIO concerning all matters pertaining to corporate information such as: technology; plans and programs; studies; policy; procedures; and operations
• Serve as subject matter expert (SME) on how current systems, technologies, and products support business processes
• Establish/implement processes for managing standards for hardware and software to ensure interoperability
• Oversee Business Information Assurance operations creating policies that mirror or exceed Confidential standards. Areas of focus include legacy systems reengineering, applications development, outsourced or supported operations, systems engineering support, network management and operations, client support and help desk operations, telecommunications support, asset management, and information assurance
• Serve as Information Management Officer (IMO) to liaison with Confidential to establish System Level Agreements