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Click here or scroll down to respond to this candidateCandidate's Name
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Cell: PHONE NUMBER AVAILABLE eMail: EMAIL AVAILABLECareer OverviewOver 20 years of experience in the technology industry with exposure to Cyber Security - Identity Access Administration, Security Controls and Compliance environment.Key CompetenciesStrong analytical skillsComprehension of compliance, policies and procedures, vulnerability management, privacy incidents and Data Loss Protection/Prevention (DLP)Proficient in CyberArkExcellent problem-solving skillsTechnical SkillsCyberArkUnixOracleSybasePeregrine SystemNICEAccomplishmentsEntrepreneur / Small Business OwnerRan a small business in the Philippines preforming planning and maintaining business needs to maximize profitabilityGlobal Access Administration - Enterprise Password Vault (EPV)Subject Matter Expert in HP Service Manager incident queue manager which contributed to meeting and maintaining the teams monthly Service Level Agreement (SLA). Managed user accounts within CyberArk from the System Administrator role. Modify connector settings in the CyberArk Identity Connector tab on the Settings page in the Identity Administration portal. Modified policy sets, grant Global Account permissions and grant Global System permissions.Controls and CompliancePerformed Asset Management audit which contributed to the identification of potential monetary and reputational impact.Quality AssuranceAssisted in implementation of the current Quality Assurance web portal. Handled multiple projects which contributed to increase of First Call Resolution (FCRs) on GTS supported products.Work ExperienceTraffic Workforce AnalystSeptember 2021 to PresentCharter Communications Tampa, FLResponsible for the specific results for the associated contact type of service level, occupancy, interval staffing forecast accuracy, schedule efficiency, line adherence, and overtime attainment.Provide guidance and coordinate internal and outsource Workforce Management teams in administering real time overtime and voluntary time off (VTO) activities.Monitor and manage intraday staffing in internal and outsourced contact centers to ensure balancing of staff requirements (attaining similar OT and VTO goals in proportion to existing staff and currently attained OT and VTO) and compliance to forecast agreements.Make real time adjustments to staffing forecasts in eWFM, including shrinkage, to provide the most accurate and up-to-date view of staffing forecast to requirements.Enter updates into the eWFM Portal to adjust staffing needs as required.Negotiate with sites, as necessary, for new staff attainment (including best effort OT and VTO) to maximize service level and occupancy.Communicate to internal local staffing and outsource centralized teams to identify trends in absenteeism, turnover, and other events impacting staffing availability.Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone (shrinkage) activity.Monitor real time call statistics schedule adherence and communicate with internal and outsource Workforce Management teams to ensure on-phone and off-phone activity is managed efficiently throughout the day.Develop and communicate intraday service level and occupancy analysis to highlight events that cause Care to miss goal in any contact type.Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice President level, based on time frame and impact.Work with the Forecasting and Staffing Analyst to assess and analyze all activities in the post day period, recommend action plans to strengthen results, and monitor the implementation of activities to achieve those results.Small Business OwnerFebruary 2019 to November 2019DC Farms Davao, PhilippinesLooked after day to day operational, and managerial duties, and functions.Supervised the work of a small staff and contractors.Maintained business bank accounts, payment processing, accounts payable and receivables.Identify human resource needs, screen and interview staffing candidates.Continuously evaluated business materials received for best possible price to maximized profitability.Negotiated price and terms of products with suppliers.Established terms, pricing, quality requirements, delivery and contracts.Global Identity Access Administrator (IAM)May 2014 to March 2018JP Morgan Chase Tampa, FLResponsible for administering and maintaining access security systems.Investigated security incidents and manages access problems.Performed analysis, risk assessment, and troubleshooting problems to improve security systems.Assisted in developing policies, standards and procedures related to access security systems.Perform security and change control related tasks in compliance with the IT Control Policies, standard operating procedures and reference documentation.Respond to Service Manager incidents and ensure tickets are completed within the firms documented Service Level Agreements (SLA) for priority/severity impacts.Other day to day responsibilities include:oManaged ticket queue and performed Break/Fix solutions to remediate User AccountsoOnboard/Offboard user accounts within CyberArk.oModified existing accounts with removal and addition of group memberships within CyberArkControls and Compliance AnalystMay 2013 to May 2014JP Morgan Chase Houston, TXAssesses risk controls and their implications (e.g. Internal Control Self-Assessment [CSA] process).Evaluate relevant business function and system or transaction to identify key risks and controls.Ensures effective testing strategies to assess risk and controls.Provides sound advice and guidance to add value and address problems.Quality Assurance Business AnalystApril 2004 to May 2013JP Morgan Chase Houston, TXPrimary role is handling Incident Management concerns for Global Technical Support.Conducted trend analysis reporting on ticket handling deficiencies and provided solutions for potential improvements.Bridged procedural gaps in support structure on all GTS supported products.Updated internal procedures and knowledge documents.Education and TrainingBachelor of Science: Computer Science, 1986University of the Philippines Manila, PhilippinesNetwork Engineering (non-graduate), 1999Houston Community College Stafford, TXAudit Report Writing and IT General Control Training, ITRSM Risk Awareness Controls, Enterprise Risk Management - Houston, TX July 2013Cybersecurity Analyst Certification Currently self-training |
