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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Skilled Information Security Analyst with expertise in risk management unauthorized access viruses and a wide range of vulnerabilities and threats. Well-versed in direct and remote analysis with strong critical thinking communication and people skills. Able to thrive in fast-paced and challenging environments where accuracy and efficiency matter.

Skills
  • IDS/IPS, Penetration and vulnerability testing.
  • DLP, Anti virus and anti-malware.
  • TCP/IP, Computer networking, routing and switching.
  • Firewall and intrusion detection/prevention protocols.
  • Operating systems, including windows, Unix and Linux.
  • Network protocols and packet analysis tools.
  • C++, C#, Java and PHP programming languages.
  • Security Information and Event Management (SIEM)
  • Analytical.
  • Critical Thinking.
  • Complex problem solving skills.
  • Excellent Personal and Communication skill
Education
St. John's University Jamaica, NY. Expected in May 2004 Bachelor of Science : Computer Science - GPA : Computer Science
Southern New Hampshire University , Expected in Present Master of Science : Cyber Security - GPA :

MS Cyber Security. (completed 15 credits

Certifications

• Certified ITIL Foundation. 2014
• A+ & Microsoft Certified System Engineer  05/2007-10/2007
• Certified Microsoft Certified System Engineer

Publications
Mapped and Installed and repair Printers. (Network, share and local).
Work History
Ameresco - Analyst
Quantico, VA, 07/2016 - Current
  • Provide technical support, in person, remote and via email related to hardware & software issues.
  • Apply Patches, Create Oaisis users account and provide appropriate access/permission.
  • Provide application support.
World Travel Holdings, Inc. - Help Desk Analyst
Fort Lauderdale, FL, 06/2012 - 06/2016
  • Provided 1st and 2nd level technical support, in person, remote and via email in fast paced environment related to hardware, software, network and telephony issues.
  • Handle calls from intake to solution and perform proper follow-up.
  • Ensure all requests are handled in timely and accurately while ensuring service levels are being met/exceeded.
  • Utilize service manager IT Incident Management system to manage the assignment, completion, and reporting of tickets.
  • Maintained clear documentation by utilizing service manager Incident management system and asset management tool.
  • Create and maintain knowledge database in service manager.
  • Compile status reports of all outstanding tickets, and ensure that assets are accurately accounted for in asset management.
  • Perform special projects and initiatives as assigned.
  • Follow proper escalation procedures according to service level agreement.
  • Provided technical expertise and training to colleagues and end users to resolve hardware and software issues.
  • Maintained reporting logs and inventory of hardware/software and associated equipment.
  • Performed special project within budget and deliver on or before time.
Milliman - Consultant
San Francisco, CA, 10/2005 - 06/2012
  • Managed all support and service requests from IT Customers and provided technical software, hardware network issue's resolution by performing questions/problem diagnosis and guiding users through step by step solutions.
  • Evaluated and prioritized all incoming telephone, email and in person requests for assistance from end users experiencing problems with hardware, software, networking and other computer related technologies.
  • Recovered data from unbootable desktop and laptop hard drives.
  • Created and configure policy for local users as well give admin rights.
  • Provided Installation and configuration support, maintained record of daily communication, transactions, problems and remedial action taken.
  • Planed and put in to action long-range solutions with minimum user disruption.
  • Organized, Summarized and Analyzed user's statement of problems.
  • Managed demands from multiple users in order to serve them in a timely manner and developed working relationships with customers.
  • Solicited customer feedback and use information to improve quality of service.
  • Tailored and presented training to customers on the proper use of software and hardware.
Cigna - Technical Support Senior Specialist
, , 12/1999 - 10/2005
  • Evaluated client needs, current systems and equipment to plan and implement customized networks, designing infrastructure to serve all applications, LAN's, WAN's and VPN's while protecting systems with firewalls, disaster recovery and backup systems.
  • Installed, Configured and troubleshoot network equipment and PCs, Provided 1st and 2nd level Technical support for diverse group of users.
  • Assisted in design, development and implementation of communications, desktop and server based system.
  • Managed teams, set goals, identify projects, facilitated cross departmental communication and monitor progress ensuring functionality of all systems.
  • Performed planning phase required for installation of hardware, server and PC's Administered and provided technical support Installation, Configuration with Windows XP, Win 2000/NT, UNIX and Mac.
  • Managed Domains, accounts, groups, rights, permissions and shared resources throughout entire LAN/WAN network.
  • Responsible for network, including building, configuring, upgrading and troubleshooting all hardware/software.
  • Provide Tier III support for all applications.
  • Managed rollout projects.
  • Directed IT employees installing, configuring and marinating Windows domains, managing up to 6 projects simultaneously.
  • Prepared reports for higher management.
  • Researched market to identify premium products; negotiate with vendors to obtain optimum prices.
  • Managed, monitor and track purchases.
  • Demonstrated outstanding verbal and written communication skills.
  • Move client systems and equipment's to new locations, quickly reinstalling, networking and testing to provide maximum productivity.
  • Analyzed LAN, WAN and operating systems to identify and resolve any issues, ensuring excellent user satisfaction.
  • Recruited and developed talented IT professionals, providing all employees with new challenges to broaden experiences and expand knowledge base.
  • Researched, Resolved, and responded to questions received via telephone, email, letters and callbacks in a timely manner, in accordance with current standards.
  • Participated in team projects that enhance the quality and efficiency of Desktop Services.
  • Provided accurate and timely solutions to end users for basic, intermediate, advanced computer problems.
  • Provided help to Senior Admin with SQL server.
Skills
Active Directory, asset management, backup, basic, budget, Citrix, communication skills, hardware, Critical Thinking, client, Customer service skills, database, Decision making, designing, Detail Oriented, DHCP, diagnosis, disaster recovery, documentation, DNS, email, fast, firewalls, hard drives, Help Desk, Internet explorer, inventory, LAN, letters, Lotus Notes, Mac, Magic, managing, market, access, Exchange server, Microsoft office 97, Windows, 2000, Win 2000, NT, Windows XP, network, networking, networks, operating systems, PC's, problem solving skills, progress, quality, reporting, service level agreement, SQL server, TCP/IP, Team player, Technical support, telephone, telephony, troubleshoot, Troubleshooting, UNIX, upgrading, VPN, WAN, Windows server, written communication skills

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School Attended

  • St. John's University
  • Southern New Hampshire University

Job Titles Held:

  • Analyst
  • Help Desk Analyst
  • Consultant
  • Technical Support Senior Specialist

Degrees

  • Bachelor of Science
  • Master of Science

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