James Conner Email & Phone Number

Rockville, Maryland, United States

Bethesda, Maryland, United States

• Maintain quality of MasterControl systems for TRI operations• Resolve technical tickets using RemedyForce and SalesForce systems• Performed a company security audit on the ISO standard 27001:2013 and IS policies. • Cross examined the information security director and officer on the information security policies, management systems, and physical security controls• Facilitated intra-agency communications with National Institutes of Health • Prepared and presented security briefings to senior level management• Crafted and edited security policies and procedures for physical and digital company property • Manage user accounts by assigning user privileges and administering digital certifications as needed• Create new accounts for staff and deactivate accounts for inactive users• Investigated client complaints from the previous audit and submitted resolutions

Gaithersburg, Maryland, United States

• Score agent call performance for quality customer service by providing professional feedback corresponding to the call performance and program specifics• Familiarize myself with more than 20 different medical products each program offered.• Extracting calls from Century Link and Lumen call recording database servers • Responsible for 260 call reports per month while hosting team meetings via WebEx• Hosted multiple coaching sessions with agents utilizing 6-week improvement courses• Responsible for client-payer requests, updating Siebel system with new coverage plans with assigned patient• Assisted programs with outbound calls to insurance providers, pharmacy reps, and health care providers. • Responsible for data scrubbing calls per the client’s request, ranging from 3 to 60-minute calls• Data and directory audits in various databases such as Siebel, Salesforce, and PEGA systems.• Assisted other teammates with requests and absences in order to meet the client monthly quota• Worked with teammates, clients, supervisors, agents, and directors from 5 different states and 2 foreign countries.• Mainframe operation and data retention including manual entry and report creation and electronic filing• Operation of batch files for report filing and grading of call center employees in quality assurance• Large scale file transfers to mainframe systems and supervisory managers as needed• Red team/Blue team experience with network security and defense systems related to cybersecurity• 40-hour workweek with professional employment practices• Facilitation of information between management and call center employees through performance reviews • Interagency presentations for all manner of workplace conduct and requirements• Worked on and managed Associates University courses on information sharing and security practices

Union County, New Jersey, United States

Participated in a 12-week training program for cyber security vulnerability application training. Learned various monitoring applications such as Splunk, Qualys, and CrowdStrike. Earned certificates in both Splunk and Qualys. We also learned how to install and configure firewalls on VM.

Gaithersburg, Maryland, United States

• Contracted for 1 year period before conversion into LabCorp• Score agent call performance for quality customer service by providing professional feedback corresponding to the call performance and program specifics• Extracting calls from Century Links call recording database• Responsible for 260 call reports per month

Gaithersburg, Maryland, United States

• Responsible for the completion of events requested by the clients on away events.• Managed events for local and county level agencies, as well as medical research corporations• In charge of employees assigned to work each event. Typical range of 5-30 employees supervised at any time• Worked in multitude of positions including cook, setup manager, and lockup manager• Operated company vehicles including bobcat and RTV’s under DOT certification• Managed and maintained company property with 96 total acres overseen.

Bachelor Of Science - Bs, Cybersecurity And Network Management, 3.00

• Fundamentals of networking, DNS server process, security management, contingency planning, routing & switching, Windows Server 2016.

Associate Of Arts - Aa, Information Systems And Technology

• Fundamentals of IT, computer system efficiency improvement systems, PC fundamentals, database management, optimization of modern.

Education record

Activities and Societies: Northwest Baseball, Football