Galen Jones

• Collaborated with Business Process Managers, Leads, Analysts, Developers, and Subject Matter Experts.
• Supported customer service initiatives through business and technical process understanding.
• Implemented the new Customer Preference Center solution and related processes.
• Translated business requirements into technical specifications.
• Facilitated testing, documentation, and defect resolution.
• Delivered customer service by implementing new meter data management (MDM) and customer service systems (CSS).
• Implemented Oracle's Customer Information System (C2M).
• Assessed customer needs and provided tailored solutions.
• Communicated effectively with Business Process Leads, refining user stories, and documenting acceptance criteria.
• Used problem-solving to resolve system defects and patch vulnerabilities.

• Developed and executed SPLUNK queries with a focus on detail, analyzing system data to enhance security threat detection capabilities.
• Monitored web traffic to identify potential security risks, providing proactive customer service and support.
• Implemented firewall protocols, blocking unauthorized ports to maintain network security and ensure seamless business operations.
• Assessed customer needs and delivered tailored solutions by offering ongoing support and service.
• Collaborated with customers and team members to enforce and communicate security policies and standards, improving overall information security.
• Strengthened threat detection by analyzing complex system data using advanced query techniques.
• Played a key role in preventing data breaches through real-time web traffic monitoring.
• Enhanced customer satisfaction by swiftly addressing security concerns and providing clear, effective resolutions.
• Fostered strong teamwork and communication to maintain compliance with information security policies.
• Proactively contributed to information security strategy by suggesting improvements based on customer interactions and system analysis.

4o

• Applied strong attention to detail in implementing network segmentation, data encryption, employee training, and awareness programs, as well as PAM and SIEM solutions, to identify vulnerabilities and enhance the company's security posture.
• Leveraged problem-solving skills to automate security alerts, improve intrusion detection systems, enhance network monitoring tools, and implement multi-factor authentication, optimizing security processes.
• Utilized effective oral communication to collaborate on the creation of information security policies, standards, procedures, and best practices, offering guidance on their application within the company environment.
• Demonstrated attention to detail in quickly adapting to new systems and products based on business needs, while collaborating with team members to successfully meet project objectives.
• Delivered excellent customer service by generating security policy compliance reports, conducting training and awareness programs, and preparing detailed security incident reports.
• Employed problem-solving techniques to address and remediate vulnerabilities related to social engineering, weak passwords, misconfigurations, and outdated software.
• Used Identity and Access Management (IAM) to develop and enforce access control policies, ensuring users had the minimum necessary access to systems and data through role-based access control (RBAC).
• Created and enforced robust password management policies that included strong password creation, regular updates, secure storage, and the integration of multi-factor authentication (MFA) protocols.
• Facilitated security training and awareness programs to educate employees on company policies, ensuring compliance with security standards and reducing risks.
• Collaborated with cross-functional teams to review and enhance security strategies, contributing to overall improvements in the organization's cybersecurity defenses.