Tessie Wallace
Layton
Summary
Dynamic TMS Technician at Serenity Mental Health, skilled in patient education and TMS administration. Proven ability to enhance patient comfort and treatment accuracy while fostering interdisciplinary teamwork. Expertise in quality assurance and policy development, ensuring compliance with HIPAA standards. Successfully designed gratitude exercises, improving patient engagement and satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Transcranial Magnetic Stimulation (TMS) Technician
Serenity Mental Health
Layton
01.2024 - Current
- I am responsible for administering TMS treatments according to established protocols.
- I support and educate patients before, during, and after treatments.
- Provide accurate positioning of patient to ensure effective treatment.
- Monitoring of all aspects of treatment sessions to ensure comfort of patient and accuracy of treatment.
- Support and educate patients on TMS procedures, and possible side effects.
- Advise patients on setting weekly goals and review progress.
- Design and incorporate gratitude exercises, reflective journaling and coping strategies.
- Fostering a caring, comfortable, and safe treatment experience for the patient.
- Support patients to complete psychiatric rating scales after sessions.
- Collaboration with TMS certified physicians on staff.
- Support in managing medical line questions or concerns regarding TMS.
Lab Technician
National Vision
Salt Lake City
09.2023 - 01.2024
- I selected frames and lenses needed for distribution to internal production teams, as well as help investigate and resolve any order failures and defects.
- Sort lenses.
- Organize frames.
- Inspect frames and lenses for any flaws.
- Serve as quality assurance within their ticketing system and correct any found errors before moving into production.
- Ensure all needed materials are in stock.
Insider Threat Program (InTP) Analyst
Ventech Solutions
Urbandale
10.2020 - 02.2021
- Provided educational support for and facilitated Security Awareness Training (SAT), Role Based Security Training (RBST), Phishing Campaign, Contingency Plan (CP) and Tabletop Test (TTT) training.
- Created a Standard Operating Procedure (SOP), a Responsible, Accountable, Consulted, Informed (RACI) Chart, Project phase breakdown, and Charter Document for the Insider Threat Program (InTP). I provided project management throughout the creation of InTP.
- Created Security Awareness Training (SAT) covering all requirement aspects, processed SAT certificate emails, provided confirmation emails and rejection notices when needed. Updated and maintained the Security Awareness Training/Role Based Security Training (SAT/RBST) Tracker with status, employee, and organizational information.
- Served as an Administrator in Percipio, a Learning Management System (LMS), assigning educational courses, generating reports.
- Orchestrated a Phishing Campaign Standard Operating Procedure (SOP) and executed regular phishing campaigns with designated themes for the full calendar year.
- Utilized the Cofense PhishMe operating system to schedule the phishing campaign emails as well as generate reporting information.
- Provided contributions and updates to Tabletop Test (TTT) Scenarios, SOPs and Scenario Questions.
- Created a TTT email template, the Tabletop Test/ After Action Report (TTT/AAR) Questions PowerPoint Presentation, a Contingency Plan (CP) and TTT Training Presentation and provided training to Ventech as well as other Application Developers (ADOs), a CP and a TTT Training Survey.
- Facilitated TTT for QSC, QMARS, Q-Net GSS, Atlassian FISMA Systems.
Data Analyst
Ventech Solutions
Urbandale
02.2020 - 10.2020
- Provided educational support for Contingency Plan (CP) and Tabletop Test (TTT) processes.
- Performed mass migration of SharePoint documents into Confluence as well as provided support for DEL making sure correct information was reflected within CFACTS.
- Migrated security data from SharePoint into Confluence.
- Created pages within Confluence for the Security Team as well as performed document naming convention 'clean-up' to improve consistency.
- Performed various updates within CFACTS such as POA&M updates, ISRA, SSP, and Control updates.
- Created and facilitated TTT and CP training courses as well as facilitated TTTs and completed After Action Reports (AAR).
- Hosted meetings with ADOs for DEL to discuss policy and documentation updates.
HIDS Technical Trainer, Sr.
Ventech Solutions
Urbandale
11.2018 - 02.2020
- Provided educational support to the HCQIS community regarding physical and cyber security policies and best practices as well as serve as a Security Point of Contact (SPOC) for Iowa in addition to overseeing SPOC operations for Maryland, and Virginia.
- Presented at the 2019 QualityNet Conference as well as the 2020 QualityNet Conference where I spoke about the Insider Threat Program.
- Created original logos, mascots, and banners for our HCQIS SharePoint site called 'Security Resources' where I migrated content from the QIONet website in addition to creating original content.
- Designed internal SharePoint security pages, SCA sites for ADOs and various teams within the Security department.
- Created SharePoint FAQs regarding content on the site itself as well as instructional 'how-to' videos on the use and navigation of HCQIS SharePoint.
- Created a feedback form for the HCQIS community to provide feedback on what is offered on the Security Resources SharePoint site.
- Created CyberGuard Newsletters to educate the HCQIS community on security policies and best practices.
- Participated in the PhishMe Campaign where I educated users with lessons learned regarding cyber security in addition to tracking who clicked on the phishing link.
- Track and communicate progress of Role Based Security Training within Skillsoft.
- Served as a Security Point of Contact (SPOC) for the state of Iowa as well as led meetings for SPOCs in Maryland and Virginia while tracking compliance.
- Participated in Tabletop Test meetings, setting up the agendas and taking on action items such as compiling TTT scenarios and questions as they relate to a Contingency Plan.
Help Desk Training Specialist
Ventech Solutions
Urbandale
03.2016 - 11.2018
- Evaluated the overall performance of the helpdesk and provided educational resources, training classes, quizzes.
- Developed a Learning Management System to help our team as well as other support groups and contractors to understand the applications that we supported.
- Developed training content and trained all help desk agents on Customer Service, Remedy 8.1, Okta, ServiceNow, CROWNWeb, QIP, REMIS, ShoretelSky, Five9, and all components of the Quality Payment Program and the EQRS community.
- Provided refresher training to the Help Desk to make sure processes were consistently followed.
- Established training timelines, syllabuses and training manuals for the Help Desk as well as for other support groups on several applications.
- Created training courses for our Learning Management System and provided updates when needed.
- Assisted in presenting our Help Desk Processes to be appraised as a CMMI Level 3 Company.
- Monitored calls and provided feedback to agents to establish world-class job knowledge and customer service skills in our staff.
ESRD Help Desk Supervisor
Ventech Solutions
Urbandale
09.2015 - 03.2016
- Evaluated the performance of the ESRD Help Desk team and provided educational resources and coaching to ensure accurate information was provided to the community with quality customer service.
- Reviewed and updated contents of the Training Manual as well as other educational tools to keep the Help Desk informed in programs supported.
- Implemented updates, and changes to processes based on feedback received from the ESRD team.
- Approved time off requests and monitored scheduling for optimal coverage of the call center.
- Provided hands-on training of new employees to ensure they can confidently meet the standard of quality expected of the Help Desk.
ESRD Training Specialist
General Dynamics Information Technology
Des Moines
11.2014 - 09.2015
- Developed educational documentation and training plans to communicate new processes and programs that our team will be expected to support.
- Played an active role in the development of new programs.
- Ensured the Training Manual and Educational Documentation reflected current policies and programs supported.
- Created activities to keep the team engaged with the new programs and policies introduced.
- Provided educational support and one on one training as needed to tenured operators to improve performance.
- Provided hands-on training of new employees to ensure they can confidently meet the standard of quality expected of the Help Desk.
- Developed evaluations such as quizzes, tests and surveys to gain a better scope of the needs and strengths of our team.
- Served as a temporary Lead and Manager over the ESRD Help Desk during the transition to Ventech.
Senior Help Desk Technician
General Dynamics Information Technology
Des Moines
08.2011 - 11.2014
- Served as a subject matter expert on client business rules and related client proprietary software, as well as commercially available software.
- Resolved user inquiries and issues with supported software.
- Guided and instructed the user community to accomplish appropriate solutions adhering to multiple environment requirements.
- Ensured satisfaction with end users who need assistance and monitor trouble tickets making sure follow up is being performed when needed.
- Analyzed and diagnosed program specific reports to advise users of content appropriateness while safeguarding privacy data.
- Assisted with issues relating to software applications, database, network, hardware malfunctions and security breaches.
- Served as educational support for Tier 1 agents helping to ensure quality customer service and resolution of advanced incidents.
Lead Intervention Specialist
Westec Intelligent Surveillance
West Des Moines
08.2009 - 08.2011
- Oversaw the performance of a surveillance team in a call center environment.
- Developed and enforced policy and procedures required for the daily function of alarm processing.
- Screened and interviewed applicants.
- Created training material and guidelines for Senior Intervention Specialists.
- Supervised the training process of new employees.
- Evaluated employees' performance, initiated investigations, created and presented corrective actions when necessary.
- Prepared and led shift meetings making sure essential information was communicated and all questions were answered.
- Resolved escalated phone calls and events.
- Taught loss prevention techniques to the team and how to manually process data for emergency use.
Education
Bachelor of Fine Arts - Studio Art and Art Education
Iowa Wesleyan College
Mount Pleasant, IA05.2007
Insider Threat Program (InTP) Certification -
SEI Carnegie Melon Institute
Arlington, VATranscranial Magnetic Stimulation (TMS) - HIPPA and CPR Certified
Serenity
Lehi, UTSkills
- TMS administration
- Patient education
- Customer service
- Quality assurance
- HIPAA compliance
- Technical training
- Data collection and analysis
- Interdisciplinary teamwork
- Learning management
- Risk management
- Policy and procedure development
- Documentation management
- Supervision and leadership
- Technical documentation
Languages
English
Full Professional
Certification
Insider Threat Program (InTP) Certification from SEI Carnegie Melon Institute- Arlington, VA
Affiliations
- Regardless of my primary career, I have been an active artist for over 20 years. My primary subject matter is portraits, however I have proficiency in all mediums from painting to ceramics. I have also painted a few murals for businesses in my home town of Des Moines, IA.
- I love to express myself through creative writing, and have published two children's books; with more in the works.
References
References available upon request.
Timeline
Transcranial Magnetic Stimulation (TMS) Technician
Serenity Mental Health
01.2024 - Current
Lab Technician
National Vision
09.2023 - 01.2024
Insider Threat Program (InTP) Analyst
Ventech Solutions
10.2020 - 02.2021
Data Analyst
Ventech Solutions
02.2020 - 10.2020
HIDS Technical Trainer, Sr.
Ventech Solutions
11.2018 - 02.2020
Help Desk Training Specialist
Ventech Solutions
03.2016 - 11.2018
ESRD Help Desk Supervisor
Ventech Solutions
09.2015 - 03.2016
ESRD Training Specialist
General Dynamics Information Technology
11.2014 - 09.2015
Senior Help Desk Technician
General Dynamics Information Technology
08.2011 - 11.2014
Lead Intervention Specialist
Westec Intelligent Surveillance
08.2009 - 08.2011
Bachelor of Fine Arts - Studio Art and Art Education
Iowa Wesleyan College
Insider Threat Program (InTP) Certification -
SEI Carnegie Melon Institute
Transcranial Magnetic Stimulation (TMS) - HIPPA and CPR Certified
Serenity
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