Risk Management Analyst

• Sep 2021 - Present

Installation Support Technician

• Feb 2018 - Sep 2021

• Perform Transport Layer Security updates for Payment Card Industry Data Security Standard Compliance. • Recommends and suggests information assurance security to support customers request and compliance. • Ensure customer specific information systems are functional and secure. • Installs, configures and troubleshoot credit card drivers, software, and hardware TLS Converters for Micros/Oracle Point of Sales/Payment Management Systems to meet PCS Compliance. • Installs and configures Universal Transaction Gateway software on systems to stage for integration with POS/PMS Interfaces. • Generates and installs Client Certificates in the Trusted Root Authorities within the Microsoft Management Console. • Analyzes and identify security requirements for computer systems such as servers, back office PC, and workstations. • Utilized trace data tools and Splunk to identify TLS 1.2 Encryption credit card data coming through the payment gateway. • Performs vulnerability and firewall test of computer systems and applications. • Implements firewall rules and port locally on systems. • Maintained a low queue to assigned tickets/service orders using Microsoft Customer Relationship Management (CRM). • Schedules installation appointments via phone and email support to remote customers. • Provides full support for beta merchant testing new product and connectivity methods. • Creates training material for new employees using Word document and test equipment. • Analyze and defines security requirements and connectivity methods. • Creates training material for new employees using Word document and test equipment. • Analyze and defines security requirements for computer systems • Offers exceptional handling of high-profile issues/customers. • Resolves complex and/or time-consuming problems outside of the normal escalation process. • Provided remote support using WebEx, Bomgar, and Team Viewer. Show less

Help Desk Technician

• Aug 2016 - Feb 2018

• Triage incoming help requests from end users via both telephone and work orders in a courteous manner. • Respond to assigned tickets/tasks using Remedy. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Triage incoming help requests from end users via both telephone and work orders in a courteous manner. • Respond to assigned tickets/tasks using Remedy. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

School Bus Driver

• Oct 2015 - Aug 2016

• Safely transports special education children to and from school and school trips • Maintained proper road speed limit • Pre and post trip safety bus checks to ensure the bus was in good working condition • Practice safety on the bus as well as driving the bus • Safely transports special education children to and from school and school trips • Maintained proper road speed limit • Pre and post trip safety bus checks to ensure the bus was in good working condition • Practice safety on the bus as well as driving the bus

Customer Service Representative

• Jun 2013 - Sep 2014

• Provide assistance and support for incoming calls • Assisted customers with making a payment transactions • Maintained a professional composure to ensure quality service. • Correct use of phone equipment, consoles, headsets, telephones and other related equipment. • Answer and respond to customer problems and/or requests courteously and accurately. • Consistent professional and positive attitude and actions when communicating with customers • Report any incidents of customer dissatisfaction or other matters of significance to manager /supervisor so that corrective measures may be taken. Show less

Administrative Assistant

• Apr 2006 - Mar 2007

• Maintained office filing and storage systems • Provide high level administrative support to client service partners and managers. • Compose correspondence from minimal to no notation; create memos, letters, charts, graphs, presentations; other support activities requiring the ability to take the initiative. • Handle sensitive and confidential information on a regular basis with discretion • Assist with management and special projects. • In the management’s absence, ensure requests for action or information are relayed to the appropriate team member for response. • Maintained paper-based and electronic files. Show less