Charles L Drakes has over 25 years of experience in tier 2 and 3 help desk support, hardware/software systems analysis, and cybersecurity. He has worked as a Computer Specialist for the U.S. Securities and Exchange Commission (SEC) since 2004, where he has provided technical consultation, assisted with projects, analyzed issues, and ensured regulatory compliance. Some of his key responsibilities have included bridging communication between technical and user teams, performing risk assessments, researching data loss incidents, and implementing security solutions.

1. Charles L Drakes
13502 Waterford Hills Blvd, Germantown, MD 20874
(M)240-426-3892•(H)301-916-5346 • cdrakes57@verizon.net
PROFESSIONAL PROFILE
ComputerInformationSpecialistwith 25+yearsof experience in Tier2and 3 HelpDesksupport,
Hardware/Software systemanalysisandcybersecurity. Executedrequirements managementand
analytical activitiesforthe U.S.Securities andExchange Commission. Proficiency andexperience in
collectingrequirements fromusers,subjectmatterexperts,developers,andtesters. Deadline and
customer-focused,results-orientedteamplayerwithsolidwrittenandverbal communicationskills. Highly
developedorganizationalandprojectmanagementskillscomplementedbyan outstandingabilitytowork
well withothers. Applyforward-thinkingdirection inpromotingandimplementingavisionthatfosters
organizational excellence.
EXPERIENCE
Computer Specialist 10/2013 – 7/2016
U.S. SecuritiesandExchange Commission/Office of InformationTechnology (OIT), Washington,DC
OIT SECURITY TECHNICAL LIASSON: Bridgedthe gap in communication betweenthe SecurityOperations
Center(SOC) andthe usercommunity toprovide andensure confidentiality,integrity,andavailability
throughpolicyandimplementationacrossmultiple platformsandarchitectures. Providedprogramand
resource managementadvice oninformationtechnologyprojectsandprocurements forthe management
and deliveryof ITsecuritysolutionsandservicesto 5 Divisions,23Offices, and11 Regional Offices.
RISK ASSESMENT RESEARCH & RECOMMENDATION: InvestigatedCloudcomputinginitiatives withriskand
threatimpact assessment. Adhere toFederal RiskandAuthorizationManagementProgram requirements,
National Institute of StandardsandTechnology(NIST) Special Publications standards,Federal Information
ProcessingStandards(FIPS),andotherapplicablegovernmentregulations.
DATA LOSS PREVENTION ANALYST:Researchedincidentsforleakingof sensitive information. Monitored
data sourcesto detectandassessconfigurationcompliance,detectunusual activity,dataleakageof PII
breachand architectural modificationstothe networkinfrastructure. Analyzedfileformats,andsystemsto
determine the best methodsforsecurity logsandartifactstobe monitored. UsedSplunk Enterprise
Analytics tool toanalyze syslogdatatoverify Data LossPrevention(DLP) incidents usingTLSprotocol
encryptionto safe guardPII information.
CUSTOMER SERVICE: Implementedcustomeroutreachtoeffectivelycommunicate relevant cybersecurity
technical informationto a range of audiences andtranslate highly technical informationintonon-technical
termsfor Commissiondivisions,regional customers,endusersandoutside parties.
KEY PROJECTS:
 Technical lead forthe Encase Enterprise CyberSecurityandAnalytics project:assistedthe project
managerwithdevelopmentof the projectcharterand technical scope of the project. Redeployed the
Encase Enterprise Forensicinfrastructure. Assistedthe teamindevelopmentof the runbookthat
included baselineconfiguration,architecturediagrams, andsupportdocumentation.
 Managed the OIT Securityqueue inITSM;pareddown a significantbacklogof 85 incidents toa
manageable level of six inatwo-weektimeframe. Providedtimelycommunication andkeptothers
apprisedof changingconditionsandemergingtechnicalissuesthatimpactedthe work.
 Performedcyberresearchandawarenessof industrystandardswithapplicationtobusinessprocesses
by keepingabreastof existingandplannedpolicesandtechnologies.

2. Charles L Drakes
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 Assistedthe PolicyPrivacygroupwithDLPincidentcasesregardingPIIDataleakage.
 Assistedin the IDS/IPSupgrade deploymentprojectinthe Regional OfficesandHeadquarters.
 ProjectLeadfor the PGP (PrettyGoodPrivacy) encryptionsoftware intothe productlife cycle for
inclusionintothe successful enterprise.
 ResolvedaPIIleakage breach withthe FAA SOCandthe SEC Office of Financial Managementregarding
the prevention of dataleakage of sensitivePIIinformation. FAA andOFM successfully setupaTLS
protocol to preventdataleakage.
 Assistedwith the transition of legacy Privacy PII Archerincidentsinthe new Archerdashboardtool.
Computer Information Specialist 07/2004 - 10/2013
U.S. SecuritiesandExchange Commission,Washington,DC
IMFORMATIONCOMPUTER SPECIALIST: Provided high-leveltechnicalconsultation andassistance tousers
and coordinate the staff’sautomationrequirementsinmeetingtheirneeds. Plannedandoversaw
hardware and software installations,ensuringcompatibility betweencomponentsforLAN communication.
Resolveddifficultcustomersupportrequests, includingintegration andconfiguration-relatedissues.
Supported auser-base of three office divisions of 800+ employees and600+ contractors.
PROJECT COORDINATOR: Performedtechnological assessmentonawide range of informationtechnology
products,servicesandsolutionstoassistusersandmanagementinmakingeffectivedecisionsin
determiningappropriateITproductsolutionsandservicestomeetthe customerneeds.
ANALYSIS: Researched,evaluatedandprovidedfeedbackonproblematictrendsandpatterns andprovided
in-depthanalysisinusersupportmatters.
QUALITY ASSURANCE:AssistOIToperationsandinfrastructure unitswithenhancingtheirproactive
monitoringcapabilities.
PROBLEM SOLVING RESOLUTION FOR CUSTOMERS: Diagnosedandresolved problemsinresponse to
customerreportedincidents. Createdandmaintainedpartnershipswith systemstakeholders,contractors,
and otherdepartmentswithOITdecision-makersinsettingprogramgoalsandestablishingprioritiesto
supportthe SEC informationtechnologymissionandvision. Implementednegotiationswithinternal and
external systemstakeholdersandcustomerstoalign OITstrategyand activitiesto create a commonsense
approach inmeetingcustomerexpectations.
DATA MANAGEMENT:Trackedall helpdeskissuesusingITSM(InformationTechnologyService
Management). Callswere analyzedandroutedusingthe ITIL(InformationTechnologyInfrastructure
Library) workflowprocess. ITSMisusedfor problemcall trackingandensuresthatservice levelsare met
whichinclude managementof contractsandcontractors activities;maintainsinventoriesof hardware and
software,software licenses,spare parts,maintenance history;andproductslists.
CONTRACT/CONTRACTOR MANAGEMENT: Assistedindevelopingservicelevel agreements(SLAs)that
definedrequirementsandexpectationsforthe deliveryof customersupportservices. Developedand
implementedperformance criteriatoensure thatrequirements were achieved.
PROJECT MANAGEMENT:Providedleadershipandoversighttoadhoc customerengagementteamsfor
enterprise projectswith highvisibility. Monitoredcontractorperformance to ensure compliance with
technical requirements,andachievementof projectschedules,while minimizingbudgetover-runsin
followingITgovernance policesandindustryregulations.
Education:

3. Charles L Drakes
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BS inComputerInformationSystemScience,Universityof the Districtof Columbia,WashingtonDC, 1991