Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Proven, versatile and accomplished information security and project management professional with 22 years of federal experience using strong analytical, data intelligence and technology skills to identify issues and provide support in diverse environments across multiple platforms. Excellent research, coordination, implementation, reporting and communication skills with great attention to detail and intuition. Protects confidentiality, integrity, and availability of data and information assets and systems against external and internal threats. Office of Personnel Management Security Clearance - Top Secret Information Technology Infrastructure Library v3 Training (ITIL) Managing Information Technology Projects for DHS Agile Projects Training for DHS Federal Contract Basics Training IT Risk Management Training for DHS Leadership, Management and Communication Training Program Management for the Federal Government Training Infrastructure Change Coordination Board Process Training and Awareness DHS Security Awareness Training IT Security Incident Response Training Records Management Training MS Sharepoint 2010 Essentials, Facilitator and Development Training Emergency Disaster Preparedness Training National Incident Management Systems Training (NIMS) FEMA Continuity of Operations Awareness Course FEMA Surge Capacity Team - Deployed with Logistics Cadre in 2017 to Texas in support of Hurricane Harvey Efforts. Recognized and received multiple awards for ability to lead a team of Major Incident Managers in DHS and CBP in a diverse environment. Provided network and security incident briefings on a regular basis to DHS and CBP CIO as well as CIOs and heads of other DHS Components and government agencies Received recognition for ability to collect IT information and put it into context for intelligence research and analysis. Received an award and recognition for implementation of major IT projects with minimal to no downtime Developed SOPs, MOAs, SLAs and other agreements with major vendors and groups within DHS HQ and CBP for network and security operations. Received award for development of improved significant incident reporting for DHS and CBP


Information Security 

Major Incident Management 

Data and Business Intelligence

  • Team leadership
  • Team liaison
  • Data management
  • Self-motivated
Work History
Immigration Services Analyst, 01/2017 to Current
Department Of Homeland SecurityHarrisburg, PA,
  • Collect and review intelligence information and perform in-depth research and analysis to identify anomalies and evaluate risk in support of USCIS and DHS Immigration policies and procedures.
  • Direct and coordinate with USCIS Operations and Field Office personnel to resolve issues with pending and completed immigration applications and petitions.
  • Direct and conduct operational activity and quality assurance audits to ensure adherence to standards and requirements and recommend any corrective action based on findings.
  • Maintain and administer data collection systems to streamline statistical efficiency and data quality and extract, validate and analyze raw data, identify trends and issues and prepare contextual data reports to present to management.
  • Develop long range plans, policies, and programs related to goals and objectives of the Southeast Region.
  • Provide technical guidance, support and assistance to the Southeast Regional Field Offices and make recommendations on policy, procedure and process improvements.
  • Manage large and small scale projects and integrate change across multiple platforms within USCIS.
  • Establish measurement tools for performance and production metrics and create reports for management on elements.
  • Develop and conduct briefing presentations, conference material and other communications for supervisors, directors and executive management.
  • Create, facilitate and provide training for USCIS Field Office and Southeast Region personnel and contractors on standardized procedure and process.
  • Collaborate with focus groups to develop and integrate strategic and other program plans and conduct studies to determine appropriate action on resolution of complex issues within USCIS field operations.
  • Design, facilitate, collaborate and provide oversight of the team Sharepoint site collection.
IT Specialist- Information Security/Government Watch Officer, 08/2010 to 01/2017
Customs And Border Protection, DHSCity, STATE,
  • Provide leadership, guidance, and training for the DHS OneNet and CBP Major Incident Manager Team as the Senior Major Incident Manager Lead.
  • Manage and respond to major network and security incidents, outages, and events for DHS OneNet and CBP.
  • Facilitate and coordinate support efforts across Department of Homeland Security (DHS) components, groups, vendors, and contractors to gather intelligence, drive resolution, maintain and protect the confidentiality, integrity, and availability of network, data, applications and systems.
  • Collect data intelligence and information and work with DHS Engineers to inspect, flag anomalies and disseminate findings and issues to DHS Components for awareness and actions as necessary.
  • Brief the DHS and CBP CIO and other executive leadership each morning on information security intelligence, significant incidents and outages and provide status updates and resolution plans.
  • Prepare, review and deliver correspondence to all executive management, senior leadership, DHS components, network operations centers, stakeholders and peer groups to effectively and efficiently communicate significant network and security incidents and provide situational awareness until resolution.
  • Manage and implement large scale IT projects across agencies, components and platforms for 65,000+ employees.
  • Provide oversight, direction and act as an escalation point for CBP Network and Security Operations (NSO) staff and the Enterprise Architecture Groups.
  • Assist in management and monitoring of contract staff and ensure performance in accordance with contract agreements.
  • Plan, facilitate and coordinate with technical teams to implement enterprise network and security system changes and break fix actions across multiple platforms in alignment and adherence to DHS Infrastructure Change Control Board and CBP OIT Change Control Board policies and procedures.
  • Analyze, verify and institute measures to ensure awareness and compliance to information security and network policies.
  • Monitor and conduct reviews of operational activities/systems as well as proposed network and security solutions to identify vulnerabilities, emerging threats and risks and recommend revised procedures and solutions to senior and executive leadership for gaps identified with continual reassessment and iteration of processes.
  • Develop, evaluate and maintain service level agreements, standard operating procedures, memorandum of agreements, and other similar documentation to ensure effective and efficient methods of providing support.
  • Maintain heightened situational awareness and coordinate between DHS Components for continuity of operations events.
  • Create, conduct, and/or participate in IT intelligence briefing presentations, service quality reviews, root cause analysis and other meetings with supervisors, executive leadership, DHS Components, vendors and other agencies as necessary.
  • Conduct, prepare and provide verbal and written technical support to staff, field sites and program offices and act as an information technology liaison between CBP, DHS Components, vendors, contractors and other government agencies.
  • Review and assess policy and procedure requirements and provide guidance, feedback, develop solutions for chronic and acute issues and make recommendations for process improvements.
  • Maintain awareness and review industry standards on policies, procedures, trends, and similar matters in order to help maintain information security and network systems to evaluate and implement best practices.
IT Specialist - Field Technology Officer/Project Manager, 02/1996 to 08/2010
Ryan Consulting Group C/o Customs And Border Protection, DHS, ,
  • Manage and implement small and large scale IT projects in a 1200+ user multi-platform environment for Customs and Border Protection Office of Finance and coordinate and collaborate with technical teams to assist in major IT projects agency wide.
  • Provide LAN operations and information security, computer software/hardware, and voice communication support and assistance to management and users and administer OS and information security controls for local area network and related workstation.
  • Manage, provide leadership and ensure contract compliance for CBP, National Finance Center, LAN operations and IT contract employees.
  • Conduct employee performance reviews and participate in interview and hiring of employees.
  • Maintain information security processes and security control standards for application and technology deployment.
  • Evaluate, recommend and assist management teams in user needs, upgrades, information security practices and changes.
  • Ensure data and voice systems adhere to information security policy and procedures to guarantee information systems reliability and prevent against unauthorized access.
  • Promote information security awareness among managers and staff and ensure users are aware of policy and procedures.
  • Perform information system security scans, evaluations, reviews and audits to identify vulnerabilities, risks, security and malicious software threats and perform necessary corrective action.
  • Research, prioritize, download and distribute security and OS patches and updates as needed, required or recommended.
  • Create, administer, maintain and apply information security standards to user desktop, network and domain accounts.
  • Assist in planning and development of data/voice system contingency plans, design and disaster recovery procedures.
  • Develop customer support procedures, standards operating policies to ensure effective and efficient methods of providing support.
  • Write documentation on solved problems, procedures, lessons learned and frequently asked questions.
  • Maintain and administer PBX phone system, VPS system and all other voice communication equipment.
  • Implement VPN access for remote users.
  • Train, educate and assist with user login, remote responsibilities and security policy and practices.
  • Plan, organize and coordinate with CBP National Data Center for hardware repairs and replacement, Exchange server administration, VPN accounts, FOB and MobiKey requests and mainframe support.
streamline, agency, hardware, network systems, customer support, data collection, direction, disaster recovery, documentation, executive management, Finance, focus, government, hiring, Information Security, information systems, information technology, inspect, IT Project Management, local area network, LAN, leadership, mainframe, meetings, access, Exchange server, Office, Sharepoint, Enterprise, Network and Security, network, OS, PBX, performance reviews, personnel, phone system, policies, presentations, processes, Project Management, quality, quality assurance, repairs, Research, service level agreements, strategic, technical support, upgrades, VPN, written
Project Management Institute - Project Management Professional Certification (PMP) -: , Expected in 2017
- ,
Masters Certificate in IT Project Management: , Expected in 2016
George Washington University - ,
: Business and Information Technology, Expected in 1996
Indiana University, Purdue University Indianapolis - Indianapolis, IN,

General Studies

Additional Information
  • AWARDS & RECOGNITIONS: Individual Time Off Award - USCIS (Field Operations Directorate) Superior Performance Award - DHS Security Incentive Award Special Act Award - DHS Security Incentive Award Department Recognition Award - CBP (National Acquisition Center, Purchase Card) Recognition Award - CBP (Policy & Analysis Group) Award Plaque for Voice and Data Services - CBP (Asst. Commissioner, Office of Finance) Letter of Recognition - CBP (Director of Logistics) Non-Monetary Award - CBP (Management and Planning Division) Certificate of Recognition - CBP (Acting Director, Procurement Division) Certificate of Recognition - CBP (Assistant Commissioner, Office of Finance) Department Recognition Award - CBP (National Finance Center)

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School Attended

  • George Washington University
  • Indiana University, Purdue University Indianapolis

Job Titles Held:

  • Immigration Services Analyst
  • IT Specialist- Information Security/Government Watch Officer
  • IT Specialist - Field Technology Officer/Project Manager


  • Project Management Institute - Project Management Professional Certification (PMP) -
  • Masters Certificate in IT Project Management

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