Jade M. Email & Phone Number

Responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents.Duties and Responsibilities Include:• Assist internal teams with problem and incident management, investigation and root cause analysis• Collaborate with the cross functional teams to achieve the best resolution for customers• Collect system information to understand system behavior under different circumstances and document it to expand knowledge base, system improvements, and Problem Management / Mean Time to Resolution• Contribute to the design of the Problem Management process, data modeling and reporting• Create and review documentation; design/influence new standard operating procedures• Develop and implement evidence-driven quality and process improvement initiatives across the organization• Documenting changes and improvements• Drive incident and problem to root cause, document, follow up and track on remedial/preventive actions end to end• Drive root cause investigations for the high impact/high visibility escalated issues• Improve/create procedure documents for Incident and Problem management and other supporting teams to address incorrect/missing operations during system anomalies• Use sound judgment & decision making to act swiftly and appropriately based on data• Maintain records of repairs and fixes for future reference and updates of procedures• Support post mortem sessions to discuss root cause analysis, lessons learned, and devise corrective action plans

Highlights of Accomplishments:• Completed a much-anticipated desktop refresh. The positive impact of the new machines was immediate and provided the necessary processing power for Law to take advantage of the more advanced technology products and services the City has to offer. Aligning the department with the City’s initiative to provide agencies and the public with higher quality and responsive service• The ransomware attack that struck in May 2018 was crippling to Baltimore City system’s but, due to IT’s pro-activeness and the Law Dept's early adoption of o365 cloud services, only four users out of the 89 whose computers were impacted by the ransomware, had to take advantage of the City’s hard drive data recovery and restoration services• Worked with City IT to complete a significant e-mail migration, moving users from on-premise Microsoft Exchange to the Office 365 cloud platform. Improving security, real-time collaboration with team members, integrations with case management software, and other applications• Promoted training by arranging workshops with software vendors, improving user productivity, and increased technology adoption• Incorporated user feedback surveys to monitor technology usage, user satisfaction, and changing demands – improving the alignment of IT with business• Service Catalog that lists all IT products, services, and software available. Empowering users, and streamlining the way they interact with the Service Desk• Solutions knowledge database for users that includes over 200+ Knowledge-Based (KB) articles• Serves as point of contact for technology-related questions concerning PIA request, and legal matters• Updated law.baltimorecity.gov including converting all forms on the website from non-fillable PDF images into fillable PDFs: 1) Improving accessibility for disabled persons. 2) Making them easier to fill out; and reducing entry errors due to numerous convenience features available in PDF software

Baltimore, Maryland Area

Lead tech at the MD Military Department. Responsible for the interface with the Military Department, Freestate ChalleNGe Academy, and Department of Information Technology for local system administration, maintenance, and communication.Duties and Responsibilities Included: • Audit and maintained user access and authorization to provide for system security• Backup and recovery operations were timely and robust• Configured, maintained, and troubleshoot servers and network devices • Ensured users were informed of nature, significance and risk factors of all changes• Ensured user access and authorization was controlled effectively so that employees were given appropriate access to authorized resources• Ensured users received timely response, issues were escalated appropriately, and problems were pursued until resolution• Implemented a schedule of system backups and archive operations• Monitored and tuned systems to achieve optimum performance levels• Participated in and provided input at scheduled project team meetings• Performed administrative functions such as tracking equipment inventory, managing user policy acknowledgement documentation, and reviewing Military Department IT bills and accounts• Performed system software upgrades including planning, scheduling and coordination, to provide a stable product for multiple network environments• Provided server level administration, including hardware and software maintenance, upgrades and patches, account maintenance, backups and recoveries • Resolved complex problems in planning, integrating, and maintaining software and hardware for the three separate local area networks within the Maryland Military Department• Utilized system management and monitoring tools to detect incidents, take corrective actions and determine root cause• Maintained professional relationships with colleagues and customers across State agencies

Lorton, Va

Responsible for developing and executing information technology protocols and policies for medical billing and IT services company. Duties and Responsibilities Included: • Adhered to HIPPA Compliance• Administered and maintained physical servers, virtual servers, and 3 domains• Administration of AD, DNS, DHCP, WINS and Group Policies, and troubleshooting of related issues• Network security, Firewalls and VPNs, Cisco Routers, Systems and Network Administration, and Communications• Being available outside of non-business hours for support and maintenance activities• Developed and fostered relationships with Software, Hardware, Communications & Data vendors • Ensured all of company’s and clients files and system data were backed up to proper media with Symantec Backup, Windows Backup, Barracuda Backup; archiving and purging files in accordance with company data retention policy• Traveled to remote office locations for network, software/hardware support• Performed 4 out-of-hours customer-facing time-sensitive server moves / migrations• Provided Level 3 support for helpdesk, network, and server issues• Served as a Senior to Interns, with the responsibility of training and reviewing the successful completion of various work tasks • Set up and maintained network monitoring system to ensure maximum up time for all systems• Set up WSUS to manage Windows updates• Telephone and network port patching and network drop activation• Managed Windows servers, and Windows workstations and laptops • Performed build-outs, system upgrades, server upgrades, and troubleshooting day-to day problems on operating systems and hardware • Planned and performed coordinated maintenance on network devices • Received, completed, and documented helpdesk tickets for timely and effective resolutions while supporting employees at multiple locations

Alexandria, Va

Monitored proprietary data and transaction systems for MSRB, an organization created by Congress to regulate municipal bond underwriters and dealers to prevent bond issuance and trade fraud. Duties and Responsibilities Included: • Built and compared daily records, to ensure accurate records retention and dissemination of T+1 / T+5 / T+20 (total days) trade data; to brokers, dealers and municipal securities dealers.• Created patch cables to reach servers perfectly, and crossover cables to transfer files when Ghosting machines• Diagnosed MySQL errors, and ran commands from a command line• Ensured Hotsite was in sync with Production site in case of failover • Maximized production time, and minimized investor downtime of real-time propriety operating system• Monitored Real-Time Transaction Reporting system processing, and escalated data transmission issues accordingly• Monitored systems, networks and services availability with Big Brother monitoring tool • Performed daily backup operations, ensuring all required file systems and system data were successfully backed up to the appropriate media, and media was sent off site as necessary• Provided one-to-one procedure training to Operations staff• Used Symantec Ghost to create image files of and restore computers• Wrote technical procedures

Bachelor'S Degree, Computer And Information Systems Security/Information Assurance

Activities and Societies: National Society of Collegiate Scholars, GLBT and Friends, Women in STEMProtecting the information assets.

Undergraduate Certificate In Intelligence Analysis

The curriculum focused on utilizing critical thinking and analysis skills, to include: Analysis of Competing Hypothesis (ACH), matrix.

Associate'S Degree, Network Information Systems

The curriculum focused on an understanding of how to propose, develop, manage and review all aspects of Network Information/Systems –.