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Work Background
Wells FargoSenior Information Security Analyst
Oct. 2016Laughlin, Nevada, United StatesKey Responsibilities:
Access Control Management:
Developed, implemented, and maintained access control policies and procedures.
Conducted periodic reviews of user access rights and roles to ensure compliance with least privilege access principles.
Identity and Access Management (IAM):
Managed user provisioning and de-provisioning processes, ensuring timely and accurate access assignments.
Collaborated with department managers and team members to streamline onboarding and offboarding processes and procedures.
Monitoring and Auditing:
Reviewed access logs and alerts for suspicious activities and anomalies.
Researched and provided data for audits and assessments to evaluate the effectiveness of access controls.
Incident Response:
Responded to access-related security problems and incidents, including unauthorized access attempts and policy violations.
Collaborated with team members, customers and the incident response team to investigate and resolve access issues.
Compliance and Risk Management:
Ensured adherence to regulatory requirements and internal policies regarding access management.
Assist in risk assessments and the development of risk mitigation strategies.
User Training and Awareness:
Educated team members, customers and end users on access management policies and best practices.
Developed and delivered training materials related to access control and security awareness.
Wells Fargo ContractorInformation Security Analyst
Aug. 2015 - Oct. 2016
Pearson LearningContract Solution Engineer
Jul. 2015 - Aug. 2015Chandler ArizonaInterface with multiple school districts to coordinate the Pearson product implementation strategy. Assist with the import of SIS data to the determined Pearson learning platform. Set up and test desired solution for operability for the specified school districts. Train school districts in the configuration and operation of the selected Pearson learning platform.
Wells Fargo & CoBusiness Systems Analyst / Project Change Coordinatior
Aug. 2013 - Jan. 2015Chandler Arizona• Assist Senior Staff with security consulting and moderately complex security projects related to data access, integrity, confidentiality and business continuity within the Windows server environment.
• Assist application managers and end users in identifying security risks to their applications as it pertains to Active Directory account provisioning.
• Collect management and end user data to prepare a remediation project plan for privileged access to critical applications.
• Utilize Active Directory and proprietary bank tools to create new user accounts and groups as needed per each custom remediation plan.
• Coordinate test plans and programming activities around Active Directory provisioning and server decommissioning prior to scheduled remediation.
• Act as a liaison between the client area and technical organization by planning, conducting and completing an analysis of moderately complex business problems to be solved with automated systems.
• Maintain a familiarity with bank security policies and federal government regulations pertaining to banking information security.
• Provide technical assistance in identifying and evaluating automated systems and related procedures that are cost effective and meet business requirements.
• Work with user groups to provide training, resolve questions, assess user needs and recommend changes to the automated systems in relation to the remediation plan.
• Gather data and prepare necessary reports and update the project plan and databases used by the client group.
Cornerstone HospitalContract Project Technicial
Mar. 2013 - Jul. 2013Tucson, Arizona Area• Install and configure new firewall appliance.
• Coordinate, update and secure company servers, network equipment and desktop computers per local security policy.
• Refresh all desktop and laptop PC’s and network printers per customer specifications.
• Package and return all leased equipment to vendors per lease agreement.
US Senate OfficesContract Project Coordinator
Jun. 2012 - Jul. 2012Tucson and Phoenix Areas• Coordinate office closure with the senate project help desk in preparation for new senator(s).
• Document, uninstall, package and ship all current desktop systems to the senate project help desk for reimaging and reconfiguration.
• Document, shutdown, disconnect, package and ship all Windows file and print servers and office equipment to the senate project help desk for reconfiguration.
• Coordinate the receipt, reinstallation and security compliance of all equipment received from the senate project help desk at a later date.
Coventry HealthcareContract Project Coordinator
Jun. 2012 - Jun. 2012Tucson, Arizona Area• Disconnect and remove 250 existing desktop computers and network printers.
• Remove, wipe and recycle all hard disk drives from existing systems in compliance with HIPAA and DoD regulations for data protection.
• Assemble, connect and configure TCP/IP settings for new thin-client hardware.
• Coordinate desktop replacement and reconfiguration with end users and train each employee on usage of the new systems.
• Coordinate the replacement and testing of TCP/IP network configuration of 7 new multi-function office devices and train office coordinators on proper operation.
• Package and ship all old equipment to the supplier and update the project plan with the corporate office.
BHP BillitonInfrastructure Project Manager
Mar. 2012 - May. 2012Tucson, Arizona Area• Coordinate and manage infrastructure upgrade projects for North and South American mining offices.
• Coordinate project implementation and TCP/IP network configuration with multiple outsourced vendors to provide equipment and infrastructure configurations to all offices.
• Troubleshoot, test and manage all implemented systems for proper operation, functionality and added features.
• Configure, optimize, fine-tune and monitor all SCCM, Windows servers and desktop systems as well as scheduling and performing server maintenance, backups and data recovery when necessary.
• Manage, schedule, coordinate and support Windows Server security patching and compliance for local servers and two remote datacenters as well as deploying updates for local desktop systems via SCCM and WSUS.
• Performed and managed all levels of desktop and server incident and problem requests for the local offices.
HealthTrio LLCSupervisor, Desktop and Corporate Systems Administration
Mar. 2010 - Nov. 2011Tucson, Arizona Area• Manage the day to day administration of all desktop/laptop, servers, switches and office equipment as well as manage the performance of level 1, 2 and 3 services & support to clients (internal and external) and ensure that service levels are achieved.
• Manage incoming requests by phone, email, trouble tickets and delegate evenly based on skills, workload and staffing to ensure a timely response and resolution.
• Troubleshoot and manage complex issues and outages with cross functional teams or vendors to expedite a resolution or temporary work around until a root cause analysis can be completed.
• Configure, optimize, fine-tune and monitor servers, switches and firewall and perform and schedule server maintenance, backups and recovery to accommodate department work schedules.
• Manage local and offsite backups, data retention, destruction and encryption/decryption of remote equipment and mobile devices to conform to corporate and government regulations.
• Train and guide technicians on policies, procedures and management of environmental changes to provide prompt and courteous service to all end users.
• Manage staff performance with weekly one to one sessions to improve working relationships, communication skills and personal career development.
• Implement procedures to facilitate meetings and collaboration between teams to make the best use of the teams’ available time while minimizing the impact on staff availability.
• Manage all IT vendor and co-location vendor projects and relationships, agreements and SLA's. Consult with the finance department regarding project and resource budgets. Consult with the legal department to negotiate contracts, agreements as well as fines and violations for disruptions and outages.
• Developed, implemented and matured the email/phone/ticket request system and escalation process to ensure a free flowing and timely resolution process.
Royal Philips ElectronicsOperations Manager
Jan. 2008 - Nov. 2009Farmington Hills Michigan• In addition to the role of local IT and Project Manager, managing the day to day operations of the North American ITIL service desk supporting more than 80000 end users in ten remote locations and coordinating projects and tasks with all information systems technicians and vendors in a 24x7x365 environment.
• Responsible for large corporate acquisition projects in regards to migrating newly acquired offices to parent company infrastructure. Including but not limited to circuit and network TCP/IP configurations, email and database infrastructure integration and Active Directory users accounts and SSO capabilities. • Responsible for ensuring and improving the performance, productivity, efficiency and profitability of the service desk through the provision of effective methods and strategies based on the ITIL foundation.
• Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to KPI’s, rules, regulations and procedures.
• Manage all high priority problems and incident requests while providing the global executive team with consistent and timely updates in regards to escalations, outages, root cause analysis and time to completion.
• Facilitate and coordinate all scheduled and ad hoc meetings with the service desk team and required cross functional and global teams or vendors in regards to planning new projects and resolving problems and incidents. • Organize recruitment and placement of required staff. Establish organizational structures. Delegate all task and project assignments. Establish work schedules, supervise staff. Coordinated operation and equipment budgets, and monitor and evaluate performance.
• Manage the Help Desk staff of 40 + technicians, including consultation for performance evaluations, promotions, hiring and disciplinary responsibilities.
Royal Philips ElectronicsIT Manager
Jul. 2004 - Dec. 2007Farmington Hills Michigan• Research and test new service desk support model in compliance with ITIL methodologies to implement across all existing business groups within North and South America.
• Ensure the streamlined operation of the IT Department and projects in alignment with the business objectives of the global organization. Plan, coordinate, direct, and design IT-related projects and activities for the organization, as well as provide administrative direction and support for daily operational activities of the IT department and assist with troubleshooting and support as needed.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including TCP/IP networks, servers, PCs, operating systems, hardware, software, and peripherals.
• Oversee provision of end-user services, including help desk and technical support services.
• Manage financial aspects of the IT Department, including purchasing, budgeting, and budget review.
• Develop and implement all IT policies and procedures, including those for infrastructure, security, disaster recovery, purchasing, and service provision.
• Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.
• Designed, tested and implemented a product order and RMA process to streamline customer problem requests and external warehouse inventory, ordering and tracking.
• Work closely with decision makers in other departments to identify, recommend, implement and support cost effective solutions for all aspects of the organization.
• Manage and track the progress of multiple development projects and communicate the status to executives, teams or end users.
Royal Philips ElectronicsHelp Desk Service and IT Project Manager
Oct. 2000 - Jun. 2004Raleigh NC and Foxboro MA• Develop, lead, and motivate a team of help desk technicians to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness. Evaluate and develop improvement policies for the help desk productivity and expansion projects.
• Performed and managed all levels of TCP/IP network, desktop and server support and projects for the semiconductor division. Responsible for assuring users are provided efficient and timely first and second level support on a 7x24x365 basis and that all projects are completed on time and within budget.
• Perform staff scheduling to ensure help desk coverage during normal business hours and on-call rotational support as required.
• Manage the help desk staff of eight technicians, including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Developed the help desk to incorporate service desk functionality throughout the global organization.
• Ensure that decisions made to improve the overall customer support of the help desk are continually carried through as well as coordinating training requirements of help desk personnel.
• Oversee/monitor progress and report status of ongoing pilot and production system projects to program and or senior management teams.
• Under general direction, maintain, operate, and support a variety of financial, payroll, data information and telephony systems for the semiconductor division and perform related duties as assigned. • Provide Microsoft Windows Server and desktop operating system support as well as support for all end user applications and corporate systems.
• Ensure Windows server stability, availability and compliance to Service Level Agreements.
• Promote and maintain server patch management practices and processes.
• Manage the Windows desktop OS image and coordinate image packaging, testing and deployment and maintain software install packages and deploy desktop software using various methods.
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