Jasmine Jones
Jacksonville,FL
Summary
Dedicated Information Technology professional with over 5 years of hands-on experience. My expertise lies in cultivating strong relationships, driving client satisfaction, and optimizing IT solutions to meet key business objectives. With a diverse skill set covering innovation, system integration, software application, and product development, I'm well-versed in meeting various challenges head-on. I derive satisfaction from my ability to strategically prioritize reshaping operations and processes to enhance client services, quality and organizational capabilities.
Overview
5
5
years of professional experience
1
1
Certification
Work History
PRODUCT SUPPORT REPRESENTATIVE II
FIDELITY INFORMATION SERVICES
03.2022 - Current
- Facilitated seamless client interactions and technical support services via Team support ticketing system, email, and web conferencing platforms, utilizing tools such as WebEx, Zoom, and Microsoft Teams
- Delivered comprehensive product support for three financial service applications, serving a diverse client base of over 162 entities while proficiently handling customer inquiries, troubleshooting issues, and resolving product-related concerns in accordance with predefined service level agreements
- Developed and maintained technical documentation for IT processes, procedures, software solutions, and best practices to improve efficiency and knowledge sharing
- Collaborated across product lines and with software engineers to enhance product optimization and usability for clients, consolidating functionalities into a single user-friendly interface
- Managed end-to-end process of Identity and Access Management, including the creation, modification, and termination of user accounts in compliance with company policy and security requirements
- Generated all-encompassing ACL reports for user access and privileged account activities, ensuring compliance with security policies
- Configured access permissions and administered user accounts within CRM and IDP platform
- Worked closely with project managers and sales solution specialist to ensure a seamless on-boarding process for clients including overseeing checklist completion, conducting calls, and submitting required internal request for network connections while ensuring adherence to security protocols
- Coordinated with clients to gather necessary documentation, completed account setup procedures, and facilitated the integration of client data into the company's systems and platforms.
PRODUCT SUPPORT REPRESENTATIVE
FIDELITY INFORMATION SERVICES
06.2019 - 03.2022
- Conducted regular check-in meetings with clients to deeply understand their needs, address concerns, and pinpoint opportunities for value creation thereby enhancing application quality and expanding its capabilities to better serve clientele
- Identified and resolved software application and access related issues through troubleshooting, while also providing actionable recommendations to clients for effective resolution and optimal system performance
- Responded to critical incidents and effectively coordinating issue resolution among engineers, developers, and administrators while leading incident response efforts across cross-functional teams and delivering comprehensive status updates to clients
- Conducted post-incident reviews to identify root causes and preventive measures
- Prepared detailed incident reports for clients outlining issue description, system downtime, response time, actions taken, issue timeline, root cause analysis, resolution steps, mitigation actions, and remediation actions
- Communicated effectively with other engineers, developers, and administrators within the organization, coordinating roles involved in issue resolution
- Logged, monitored, and managed incident logs using QuickBase to effectively complete and resolve the incident life-cycle
- Organized internal and external communications and meetings with our CIO and Development team to investigate, analyze, and collaborate on technical matters
- Published daily client service bulletins for timely dissemination of critical updates
- Provided mentorship for new hires to ensure their successful integration into our team and alignment with company standards and best practices.
INFORMATION TECHNOLOGY TECHNICIAN
DELAWARE NORTH
07.2019 - 05.2020
- Provided timely and effective technical support to staff members, ensuring minimal disruption to their work
- Maintained and monitored technology systems to ensure smooth operation and identify potential problems
- Installed, configured, and upgraded Clover POS hardware and software as required to meet operational standards
- Communicated technical information and solutions to non-technical staff in a concise and understandable manner
- Adhered to and enforced company policies and procedures for IT security.
Computer Security
UNFI
- Analyzed and prevented potential security issues for organizational/institutional computing
- Implemented use of Intrusion Detection Systems
- Secured data communication using cryptographic strategies and protocols
- Configured protection schemes for PC users and performed frequent security analysis
- Instantiated firewall rules to block traffic to certain servers/daemons
- Investigated vulnerabilities that could lead to exploitation from use of inceptors, sniffers, and packet modifications
Network Security and Management
UNF
- Monitored network performances and system security
- Inspected network goals, models, and designs for both LAN and WAN’s
- Used current network technologies in the planning process of building networks
Incorporated simulation techniques, graphs, and querying theory to analyze the network’s performance
Information Processing for Administration
UNF
- Examined organizational requirements in support of decision processing
- Designed relational data models and their implementation using RDMS Microsoft SQL Server
- Created database systems using entity relationship diagrams
- Applied query language to define and manipulate stored data in relational databases
- Prioritized key attributes to uniquely identify and retrieve data content
Education
Bachelor of Science - Computer and Information Science
University of North Florida
01.2019
Master of Science - Cybersecurity And Information Assurance
Western Governors University
Skills
Programming Languages SQL, C, C, HTML, CSS, UNIX/LINUX Shell Scripting Database Systems Microsoft SQL Server Management Studio, Oracle MySQL
Technologies/Environment Jira, ServiceNow, Team Support, Quickbase, Windows/Mac OS, Linux, IBM iSeries AS400, Clover POS Systems, Microsoft Office Suite, Microsoft Visio, Eclipse IDE, VMWARE, WireShark, Packet Tracer
Key Compentencies
- Leadership & Teamwork
- Technical Aptitude
- Adaptability & Flexibility
- Problem Solving
- Product Knowledge
- Attention to Detail
- Data Analysis & Interpretation
- Identity & Access Management
- Incident Management
Certification
- Security+
- ITIL 4 Foundation
- CCNA (Expected Completion - August 2024)
Key Compentencies
- Leadership & Teamwork
- Technical Aptitude
- Adaptability & Flexibility
- Problem Solving
- Product Knowledge
- Attention to Detail
- Data Analysis & Interpretation
- Identity & Access Management
- Incident Management
Timeline
PRODUCT SUPPORT REPRESENTATIVE II
FIDELITY INFORMATION SERVICES
03.2022 - Current
INFORMATION TECHNOLOGY TECHNICIAN
DELAWARE NORTH
07.2019 - 05.2020
PRODUCT SUPPORT REPRESENTATIVE
FIDELITY INFORMATION SERVICES
06.2019 - 03.2022
Computer Security
UNFI
Network Security and Management
UNF
Information Processing for Administration
UNF
Bachelor of Science - Computer and Information Science
University of North Florida
Master of Science - Cybersecurity And Information Assurance
Western Governors University