director of support resume example with 6+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Dynamic and performance-driven professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Manager with proven success leading productive teams, controlling budgets, analyzing and implementing security plans and initiatives.

  • Team management
  • Critical thinking
  • Training & Development
  • Leadership
  • Expense analysis
  • Agile work processes
  • Infrastructure planning
  • Operations oversight
  • Escalation management
  • Security improvements
  • Negotiating service level agreement
  • Company risk mitigation
  • Disaster recovery planning
  • Citrix
  • Server/network configuration
  • Product development and improvement
  • Cybersecurity frameworks
  • Infrastructure development
  • Project management
  • VMware
  • Firewalls and endpoint security
  • Security technologies
  • Automation tools and scripting
  • Infrastructure planning and design
11/2021 to Current
Information Security Manager Groove San Diego, CA,
  • Provide information security awareness training to organization personnel
  • Creating and managing security strategies
  • Oversee information security audits, whether by performed by organization or third-party personnel
  • Manage security team member and all other information security personnel
  • Provide training to information security personnel during onboarding
  • Evaluate department budget and costs associated with technological training
  • Assess current technology architecture for vulnerabilities, weaknesses and for possible upgrades or improvement
  • Implement and oversee technological upgrades, improvements and major changes to the information security environment
  • Serve as a focal point of contact for the information security team and the customer or organization
  • Manage and configure physical security, disaster recovery and data backup systems
  • Communicate information security goals and new programs effectively with other department managers within the organization
  • Remained current on all government policies and regulations, as well as industry standards (ISO 27001/27002 & NIST 800) to ensuring that company security measures met compliance.
  • Developed security plan of action for use in event of data breach or cyber-attack and updated frequently.
  • Supervised day-to-day operations, bolstering accuracy and compliance with regulations, terms and conditions as well as policies and procedures.
07/2018 to 11/2021
Director of Support Unisys Virtual, DE,
  • Leads the overall operations of one or more of the following areas, IT Service Desk, IT Operations to include but not limited to: IT incident/problem escalation and communication, IT service level adherence and reporting, IT performance IT operational documentation and processes, IT capacity and performance management reporting.
  • Serves as the tactical coordinator for critical issues that arise, coordinating as necessary with other IT technical teams and the business in identifying the problem and moving towards a resolution.
  • Continuously evaluate items escalated to higher tiers and identify activities/incidents which could be transitioned to Tier 1 and 2 support teams.
  • Oversee the development of processes and associated training to successfully transition identified items.
  • Oversees day-to-day operations of support teams, including ticket monitoring, prioritization and routing of critical issues, and individual coaching.
  • Develops and maintains customer-centric procedures for processing and resolving technical and programming support calls.
  • Participate in the review and management of monthly IT invoice processing.
  • Develops and manages objectives to drive high levels of customer service and continuous improvement, while supporting all operational and infrastructure department metrics.
  • Recognizes and rewards employee contributions and achievements.
  • Establish/maintain a high-performance team of professional, motivated and engaged staff utilizing effective training, performance management and career-development activities while leading them to achieve established business results and performance metrics.
  • Oversee the planning, installation, control, and maintenance of the local site IT hardware, including budget management and procurement.
  • Partners and serves as liaison between IT and Internal Audit Services to provide reporting and ensure key controls are being followed.
  • Performs frequent audits to ensure team properly trained and following relevant operating procedures.
  • Drives the direction, growth, training, and performance of Service Desk Analysts.
  • Participate in the creation and management of capital and operating budgets.
  • Protected secure data files and regulated access.
  • Analyzed system risk to identify and implement appropriate security countermeasures.
  • Audited networks and security systems to identify vulnerabilities.
  • Analyzed security procedure violations and developed plans to prevent recurrence.
  • Designed, implemented and maintained security systems and controls.
04/2016 to 07/2018
Desktop Support Engineer Ats Anderson, SC,
  • Design Implement and maintain AirWatch MDM environment.
  • Configure and deploy security policies, apps and content to be enforced and pushed to mobile devices.
  • Design, Implement and maintain BMC Footprints Service Core for Ticketing and Change Management System.
  • Configured work flows, business rules, life cycles and SLA’s.
  • Design, Implement and maintain RightFax electronic fax System.
  • Configure and troubleshoot Microsoft Windows 7 and Windows 10 machines.
  • Enroll, Configure and troubleshoot MDM managed mobile devices.
  • Providing remote and on-site hardware/software technical support.
  • Provide server and software maintenance.
  • Research and implement new technology to increase efficiency throughout the agency.
  • Support and ensure Network Connectivity to all agency functional areas.
  • Maintain technology inventory such as computers, printers, iPads, networking equipment, projectors, and laptops.
  • Work closely with Vendors to supply software and hardware services support.
  • Maintain and support all telecommunications systems and their associated services.
  • Provide support for virtual servers and applications including VMWare, Horizon and Cirtrix.
  • Create and update users in Active Directory, Novell, and Outlook.
03/2015 to 04/2016
IT Consultant Company Name City, State,
  • Install and configure microcomputers, computer peripherals and related equipment.
  • Implement routine technical updates to hardware and software.
  • Relocations, Disconnect and Reconnections of Datacenter, PC’s, Printers and Phones.
  • Provided technical support for end users.
Additional Experience

IT Specialist at NYC Department of Education, New York, NY

IT Assistant-Help Desk/Desktop Support at New York City College of Technology, Brooklyn, NY

Telecommunications Technician Assistant at New York City College of Technology, Brooklyn, NY

Adjunct Lecturer at New York City College of Technology, Brooklyn, NY

Adjunct College Laboratory Technician at New York City College of Technology, Brooklyn, NY

Education and Training
Expected in 06/2015 to to
Master of Science: Computer and Information Systems Management
City College of New York - New York, NY
Expected in 01/2011 to to
Bachelor of Technology: Computer Engineering Technology
New York City College of Technology - Brooklyn, NY
Expected in 11/2010 to to
Certificate CompTIA, The Computing Technology Industry Association:
- ,
Expected in 06/2016 to to
CompTIA A+ Apple Certification Training, Future Media Concepts Advanced OS X Directory Services:
- ,
Expected in 02/2015 to to
System, Department of Homeland Security CEUs Certification in Information Security Basics (AWR-173-W):
The Texas A&M University - ,
Activities and Honors
  • New York City Public Sector CIO Academy - Rising Star Award
  • Best of New York City - Excellence in IT Service & Support Award
  • Outstanding Performance in Agency Operations - Innovative Advancement
  • Outstanding Performance in Agency Operations - Securing DOI IT Infrastructure
  • Department of Investigation - Unit Citation for Technological Advances

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Resume Overview

School Attended

  • City College of New York
  • New York City College of Technology
  • The Texas A&M University

Job Titles Held:

  • Information Security Manager
  • Director of Support
  • Desktop Support Engineer
  • IT Consultant


  • Master of Science
  • Bachelor of Technology
  • Certificate CompTIA, The Computing Technology Industry Association
  • CompTIA A+ Apple Certification Training, Future Media Concepts Advanced OS X Directory Services
  • System, Department of Homeland Security CEUs Certification in Information Security Basics (AWR-173-W)

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

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