Open to opportunities

Mercedes Jones

@mercedesjones

Message

Cybersecurity and technical support professional delivering secure, reliable system and user support.

United States

Message

What I'm looking for

I seek a security-focused technical role where I can apply vulnerability management and incident response skills, collaborate cross-functionally, and continue professional growth in a supportive, compliance-driven environment.

I am a technology professional with over five years' experience in technical support, system administration, vulnerability management, and cybersecurity analysis. I have provided top-tier customer and technical support across healthcare and financial services, managed EHRs, supported pharmacy systems, monitored transactions for fraud, and contributed to vulnerability detection and remediation.

I focus on accuracy, security and continuous improvement, using tools such as Security+ best practices, Qualys, ServiceNow, AWS fundamentals, Active Directory, SAP and Verint. I collaborate across teams to implement controls, perform audits, and improve incident and vulnerability management while supporting end users in fast-paced, regulated environments.

Experience

Work history, roles, and key accomplishments

Current

eCare Service Specialist

Current

CVS Health

Jan 2014 - Present (12 years 2 months)

Managed electronic health records and pharmacy management software to process prescriptions and control inventory; provided HIPAA-compliant technical and real-time eChat support to patients, improving service delivery through metric analysis.

HIPAA compliance Technical Support Metrics Analysis Inventory Control Troubleshooting

Customer Service Representative

American Water / TSI

Jan 2022 - Dec 2025 (3 years 11 months)

Handled customer service for account setups and disconnects across seven states using SAP, LexisNexis and Verint; processed payments, coordinated with business partners and district offices, and educated customers on water usage and metering.

Customer Service SAP LexisNexis Payment Processing Paymentus Call Center Operations

Fraud Analyst

Goldman Sachs / Alorica

Jan 2022 - Dec 2023 (1 year 11 months)

Analyzed transaction data to detect fraudulent activity using analytical tools, conducted audits and risk assessments, and collaborated with cross-functional teams to implement fraud detection controls and document system requirements.

Fraud Detection Transaction analysis Risk Assessment Audit Analytical Tools Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Southern New Hampshire University

Cybersecurity Analyst, Cybersecurity

Completed a Cybersecurity Analyst program in April 2024 through Southern New Hampshire University/Kenzie Academy focused on cybersecurity analysis skills and tools.