Experienced Information Security Specialist with diverse industry experience, specializing in IT, Project Management, Training, Financial Analysis, and Customer Service. Professional expertise includes administering and coordinating the configuration of systems roles and applications, new systems release management, disaster recovery planning and information protection analysis.
User and account administration, 24 hour on-call support, technical documentation, standard operating procedures, complaint escalation, release support, staff training, quality review, special projects
• Administered to user security profiles on multiple platforms and with a variety of 100+ enterprise, company specific and third party applications.
• Lead role for coordinating and administering all 3rd-party security systems for the entire enterprise.
Strengthened security controls and process as required by internal and external audit. Documented process changes, communicated changes to the administration teams.
• Initiated meetings with management to discuss and document process flow changes for security requests, communicated new workflow.
• Developed, documented, implemented and maintained process to monitor 100% of user transfers within a business unit mitigating risk for high risk transaction. Business unit process was merged into an enterprise initiative in which I assisted implementation of initiative, wrote user guide document, established quality review checklists, conducted customer and peer training and performed peer quality review.
• Led development of standardized procedures to complete service ticket requests ensuring consistency and compliance, positioned Company for successful off-shoring for cost reductions.
User account administration, functional requirements documentation, operating procedure documentation, business liaison support and training, staff training, 7x24 user and application release support.
• Gathered, documented, implemented security requirements for the business functions. Permitted users to the appropriate functions using manual and automated technologies.
• Administered to user security profiles on multiple platforms and with a variety of 100+ enterprise, company specific and third party applications, meeting 90% service level in 24 hours with 94% quality, special handling in 4 hours.
• Established partnership with Management, Technical Support and business partners for sales force. Provided tools and created forms for automated, consistent request submission.
Provide key Financial Operations support for Individual Insurance business, review cash balances and reconcile accounts in excess of $1 million daily.
Supervised a Team of 21 Customer Service Representatives.
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