Serena Taylor


Throughout my fourteen years of experience as an IT Professional, I have provided network administration, hardware, software and security assistance through the help desk or as an onsite technician for multiple corporations.I have maintained client and server hardware and operating systems, and provided desktop and server applications support.Through the use of various resources of cyber security information, processes and procedures have been implemented to protect system structures from various cyber threats, as well as upheld system integrity by keeping technology current.

Work History

Work History
May 2005 - Present

IT Support Specialist Security Analyst

Serenity Consulting

Recognize and initiate resolutions and reports to client concerns associated with office automation equipment, hardware and software to the client and senior IT management satisfaction.Develop and maintain computer problem analysis and resolution techniques; inspect and resolve system problems quickly and efficiently. On callhelp desk schedule of 24x7 for all clients by managing and encourage staff to preserve client operation and reliability of all office automation equipment and communications systems; maintain quick and accurate issue/resolution with the client. Initiate reports and resolutions to user issues and concerns associated with all IT applications, telecommunications, server and desktop equipment, hardware and software to the clients’ satisfaction. Frequently identify potential and emerging service level issues before they occur, generate reports on the findings and suggest solutions to senior management before implementing said solution to customer.Provide program automation, documentation and training.Work closely with clients on their needs regarding backups of information and suggest multiple solutions suiting their needs.Provide Network and Systems administration and support either through help desk or through on site.Design, purchase, develop and implement custom methodologies and solutions internally closely working with senior management.Provide upkeep of hardware and software inventory and ensure appropriate security measures are taken to safehouse these items.Incorporate and implement and maintain security solutions based on customer criteria. Create and manage database of user hardware, software and licensing.Maintain current technical expertise in the rapidly changing technology of peripherals, hardware and software using state-of-the-art techniques when implementing solutions.

Aug 2008 - Apr 2009

Cyber Security Analyst

Utilized Serena Software to frequently track projects and participated in bi-weekly CCB meetings to discuss projects’ status with the client as well as senior management.Developed training to implement corporate wide on information sensitivity and security that would be required for all users to take each year to be compliant with cyber security initiatives in compliance with regulations set in place by the customer. Provided daily help desk support on various issues such as hardware and software configurations, system functionality, and kept detailed tracking logs of each issue from beginning to completion through the use of the Numara Service Management Solutions software.Assisted in providing weekly scans of all systems on the network to ensure they were in compliance with regulations and often went on site to resolve a system issue that was discovered.

Identified and provided technical analysis of cyber security requirements necessary for the protection of all information processed, stored or transmitted by systems in a government environment. Obtained specialized training for, analyzed and implemented a centralized logging system, NetIQ to log, detect, notify and address any cyber security issues that may have been found through our intrusion detection system. Procured, developed, administered and implemented cyber security related business processes, policies, procedures and standards through a change control process by providing general advice and assistance on the interpretation of cyber security requirements found within the DOE PCSP and other DOE regulatory documentation. Implemented, maintained, and enhanced automated cyber security tests, evaluations, risk assessments, software and hardware evaluations, recommendations and access control within the environment. Implemented, collected, compiled and delivered cyber security reports and briefings for presentation to DOE and senior management on a daily and weekly basis, per contractual guidelines. Reviewed security measures and ensured system compliance within provided regulatory guidelines. Tracked and reported security vulnerabilities for environment software and hardware through various security alert resources, such as DOE-CIRC, Sarbanes-Oxley, HIPAA, FISMA, ISO 17799, and ensured that appropriate security measures were taken or were in place based on the risks involved. Implemented a reporting system to monitor and notify incidents involving security breaches to clients and senior management within the required timeframe. Developed, documented, successfully tested and implemented a disaster recovery procedure to be in compliance within specific regulations. 

Sep 2005 - May 2006

Call Center Support Specialist

Adecco Technical

Provided help desk support by phone, e-mail, remote control and onsite support to clients using a variety of service desk tools.Tracked all service calls from beginning through completion using the Remedy ticketing system. As Project Team Lead, implemented and executed support documentation to provide process flow for help desk.Provided installation and upgrades, and the troubleshooting and repair of desktop and server systems.Peripherals, hardware, software and networking components were also supported through desk side or remote support.Worked with other departmental staff and management in the development and implementation of IT department projects, methodologies, and completely documented all changes from the start of the project to the end, including all changes.I assisted in the maintenance of the security protocols and analysis that were currently in place on a large scale worldwide network.In doing so, ensuring stability and logging of security breaches and reporting to senior staff accordingly.Supported the Active Directory migration as well as assisted with AD management.Provided upkeep of hardware and software inventory, and software licensing and ensured appropriate security measures are taken to safe house these items.Created and managed database of users hardware, software and licensing.

Jul 2005 - Sep 2005

Deskside Call Center Support

Adecco Technical

Help Desk support for server and desktop systems, via telephone or e-mail while keeping in accordance with service level requirements and managing the internal ticket system.Weekly and monthly reviews were conducted of automated systems and reports were generated on their functionality and overall system health to management. Ensured that any issues were quickly identified, reported to appropriate management level, and a solution was put in place to minimize downtime.Help Desk calls included troubleshooting variations of Microsoft Office applications, Lotus Notes, Internet Explorer, Visio, Printers, Fax machines, WAN/LAN, Wireless Connectivity, Remote Access, Active Directory support and PC hardware and software.Maintained an implemented security solution and initiated additional program implementations to better secure the network from security breaches. Also as one of the many network and systems administrators, assisted in ensuring stabilization and integrity.

Jul 1999 - May 2005

IT Support Specialist

A&R Foods, Inc.

Help Desk and On-call on site support for a mid-size corporation on a 24x7 schedule consisting of the main office and over 25 branch locations. Installation and configuration of workstations and servers, as well as local and remote administration of corporate LAN, to include corporate office machines including branch locations.Administration of email servers for company-wide email.Backup system installation, monitoring, testing, onsite archival, tape management, and disaster recovery.Procured, developed, maintained and analyzed client/server systems on and off site.Implemented methodologies and projects as assigned by IT management to ensure optimal functionality.Prepared and organized technical documentation for existing applications where needed and documentation for new development and maintenance to those existing applications.Involvement with all facets of systems management including: asset management, inventory, patch management, software distribution and compliance, and help desk.Resolution of help desk tickets and responsibility for the administration and maintenance of the help desk tracking system. Interacted with internal clients on all levels to help resolve IT-related issues and provides answers in a efficient and timely manner.Provided on-call support to internal and external users on a 24X7 schedule.Assisted in the planning, procurement, development, implementation and maintenance of a security system to ensure the security and integrity of our network from intrusions.Maintained the procurement, inventory, upkeep and safe-housing of millions of dollars of equipment.Local administration of database and exchange server backups and maintenance, utilizing Crystal Reports to present IT related briefings to senior corporate management, and synchronizing operations between local and remote locations.

1997 - 1998

Tecnical Assistant


Provided e-mail and onsite support to corporate staff for an environmental agency.Generated reports and graphs based on call volume, system issues and resolutions.Worked with senior management in the development and implementation of documentation and projects.Troubleshooting of office applications and peripherals.Maintained a schedule of and provided routine maintenance of all equipment.Utilized Crystal Reports to present help desk information to appropriate management levels.

1996 - 1997

Technical Support


Help desk support for and desktops, laptops and other peripherals to internal users.Computer backups, server backups and general hardware and software support.Troubleshooting Microsoft Office applications and other inter-office applications as necessary.Fox-pro database entry management and maintenance.Active Directory management and network support.Generated and provided documentation and training to new and existing users on the use of hardware and internal software.Provided upkeep of hardware and software inventory, and software licensing.


Sep 1988 - Jun 1994


Hayfield Secondary High School



Crystal Reports

  Responsible for developing and enhancing robust Crystal 10 reports Responsible for developing and enhancing stored procedures and views in MS-SQL 2005  Repair and enhance existing reports Assist end users by defining and resolving reporting problems with the aid of existing applications or reports Design and develop reports, processes, and tools to support identified business needs Assess the needs of end-users and/or management in order to develop customized reports Assists with maintaining SQL databases to insure data integrity and performance Continuing education on new technologies and applications as required  

IT Manager

  Evaluates user needs and system functionality and ensuring that facilities meet these needs; Plans, develops and implements the budget, obtaining competitive prices from suppliers where appropriate, to ensure cost effectiveness; Schedules upgrades and security backups of hardware and software systems; researching and installing new systems; Ensures the smooth running of all systems, including anti-virus software, print services and email provision; Ensures that software licensing laws are adhered to; Provides secure access to the network for remote users; Ensures the security of data from internal and external attack; Provides users with appropriate support and advice; Manages crisis situations, which may involve complex technical hardware or software problems; Mentor and train support staff; Keep up to date with the latest technologies.  

Project Management

Creates and executes project work plans and revises as appropriate to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities. Manages day-to-day operational aspects of a project and scope. Reviews deliverables prepared by team before passing to client. Effectively applies our methodology and enforces project standards. Prepares for engagement reviews and quality assurance procedures. Minimizes our exposure and risk on project. Ensures project documents are complete, current, and stored appropriately.

Network Security

Provide Architecture direction to Client Managers. Gather requirements from management and customers and provide direction from a technical perspective. Work with the Director of Development to design an effective method for achieving requested results. Gather feedback from customers and other stakeholders regarding the development process. Developed training to implement corporate wide on information sensitivity and security that would be required for all users to take each year to be compliant with cyber security initiatives in compliance with regulations set in place by the customer.  

Microsoft Applications

I have demonstrated fluency in all aspects of training and support with the entire Microsoft product line.