My ongoing goal is to continue to assist end user needs in a friendly and technically proficient manner while expanding my knowledge to best serve OnRamp and our customers. Specialties: Operating Systems: Cisco IOS, Microsoft Windows Software: Microsoft Office, Exchange Server, Microsoft Office Live Meeting, VMware 5.x Technical Support/Customer Service: Tier 1, Tier 2, Troubleshooting Internet connectivity, Remote Access, Phone support, E-mail support, Documentation, Installation of software, Troubleshooting software, Configuring software Audits: SOC II, PCI

Compliance & Audit Specialist @ - Lead various internal audits through entire lifecycle, including walkthroughs, risk assessments, documentation, and remediation - Prepare and compile documentation needed for external audits such as SSAE16, SOC1, and SOC2 audits - Partner with external auditors to ensure timely completion of audits - Collaborate with Security Engineer to perform regular vulnerability scans on internal environment and risk assessments, remediating where needed - Review and establish processes to ensure compliance with appropriate laws, guidelines and regulations - Maintain documentation for all internal and external maintenances and track off-site backup tapes - Document changes made to OnRamp internal network - Foster a culture of compliance by assisting in security awareness, procedural, and process training - Coordinate and document various compliance-related meetings including security, capacity review, change management, and engineering meetings - Build and manage the internal audit DRL structure - Track and facilitate closure of any necessary corrective action plans where gaps between processes and privacy requirements are identified - Maintain knowledge of security best practices, including regulatory compliance and licensure requirements such as HIPAA, PCI, and SSAE16, and provide recommendations to Security Engineer and management From July 2015 to Present (6 months) Tier 2 Datacenter Techncian @ Directly responsible for answering customer inquiries in person, on the phone and electronically Monitor data center and network and report problems to customers and network engineering staff Manage physical security of the date center Provide timely and accurate communication of issue status and resolution to the customer Accurately and professionally document all communication with the customer Maintain current technological knowledge to support rapidly changing technology Document procedures to handle technical and non-technical issues Train new hires to help them with their onboarding experience Mentor Tier 1 and Tier 2 techs to help them resolve customer issues Process Trainer for Tier 1 and Tier 2 Techs Other duties as assigned by Network Engineers or management team Promoted to Tier II Datacenter Tech on 6/2013 From April 2012 to June 2015 (3 years 3 months) Austin, Texas AreaProgram Technican @ Data Entry all submitted applications for CHIP (Children's Health Insurance Program) Screen applicants for Medicaid eligibility Leave comprehensive notes to explain how decisions for eligibility were reached Perform other duties as assigned Originally brought on as a contractor and converted to a permanent employee on 2/2012 From October 2011 to April 2012 (7 months) Technical Support Representative @ Troubleshot Internet connectivity Troubleshot computer, printer, and plotter problems Performed troubleshooting for network hubs and wiring Scheduled, documented and closed work orders via support software Set up e-mail and troubleshot any issues after set up Provided professional customer service to users Installed and maintained hardware and/or software for desktop systems Thoroughly documented every call to ensure a fast solution to any repeat technical issue From May 2010 to August 2010 (4 months) Technical Support Representative @ Promoted to Tier 2 Technical Support in March 2007 Utilized computer and server logs to resolve technical issues Installed and maintained hardware and/or software for desktop systems Performed simple system administration duties, e.g. adding user accounts Troubleshot computer, printer, and plotter problems Assumed after hours callback duties as assigned Scheduled, documented, and closed work orders via support software Provided professional customer service to users Tracked and monitored company technology asset inventory Mentored all Tier 1 Agents to ensure a quick, permanent solution to any inbound call Reported any outages to the appropriate person on duty Responded promptly to any e-mail detailing a technical issue with Microsoft Office Live Meeting Installed and maintained hardware and/or software for desktop systems Troubleshot computer, printer, and plotter problems Performed simple system administration duties, e.g. adding user accounts Scheduled, documented, and closed work orders via support software Provided professional customer service to users Escalated issues outside of scope of support to appropriate level Assumed after hours callback duties as assigned Converted to Harte-Hanks permanent employee on 11/2006 after originally being brought on as a contractor From August 2006 to February 2010 (3 years 7 months)

Bachelor of Science (BS), Information Systems and Cybersecurity @ ITT Techncial Institute-Austin From 2012 to 2014 Associate of Applied Science Degree, Information Technology - Computer Network Systems, 4.0 GPA @ ITT Technical Institute-Austin From 2010 to 2012 Jonathon Herrera is skilled in: Windows, Customer Service, Microsoft Office, Outlook, Technical Support, Cisco IOS, Computer Hardware, Windows Server, Software Installation, Active Directory, System Administration, Hardware, Troubleshooting, VMware, Operating Systems