Customer Service Information Security

Lorraine Jensen

OBJECTIVE: To obtain a position within an organization where I can utilize my technical and analytical skills.

QUALIFICATIONS

I have extensive training in many areas including customer service, network analysis, troubleshooting, protocol analysis, implementation, project coordination and vendor management. I am very versatile and eager to bring my skills and work ethic to your organization.

EDUCATION

05/1993 Certified, Computer Learning Center, New Jersey

Major: Computer Operations, Certification

DOS/OS JCL and Utilities. Concepts and commands of DOS/VSE, OS/VSI, Power VSE, MVS/JES2, JECL AND Virtual machine

Honors: Perfect Attendance 3.9 GPA

06/1980 Diploma, Bergen County Technical Vocational High School, New Jersey

Major: Data Processing.

EMPLOYMENT

11/2016 – 3/2023

Wells Fargo Bank

FTE

Information Security

Responsibilities are insuring new and existing employees are given necessary access in a timely manner. This entails meeting or exceeding the designated SLA times.

Currently processing these requests via the ART, AMT, IAM & Service now. Processing accounts using Mainframe Top Secret, Web-Based Security Administration Tool (WSAT). CA Transaction Manager, Channel Secure, Visa Online, Identity Theft Operations, VideoSphere User Management and LexisNexis(Fast Data Web) and IES via IAM

Applications I am currently provisioning using the above tools are: Store System (WSAT), EPS, March Networks, Mainframe, Axcis, wsf2, Mainframe fk, SVP, CIV, Enhanced Fraud Detection, Identity Theft, FastData, Verid disable, Visa VROL, Verified by Visa ARCOT 7, Etran, Ricoh, G2, Beta/Wisdom, Outlook/Email/Lync, 3vr, Faxcom and recon.

02/2016 – 11/2016

Apex Systems Inc.

Contracting with Wells Fargo

Information Security

Responsibilities are insuring new and existing employees are given necessary access in a timely manner. This entails meeting or exceeding the designated SLA times.

Currently processing these requests via the ART and EAMRT Ticketing system.

Processing accounts using Mainframe Top Secret, Web-Based Security Administration Tool (WSAT). CA Transaction Manager, Channel Secure, Visa Online, Identity Theft Operations, VideoSphere User Management and LexisNexis(Fast Data Web),

Applications I am currently provisioning using the above tools are: Store System (WSAT), EPS, March Networks, Enhanced Fraud Detection, Identity Theft, FastData, Verid disable, Visa VROL and Verified by Visa ARCOT 7.

06/2006 – 10/2015

Lowes Corp Data

Security Analyst

Responsibilities are insuring that new and current employees are given the access needed on their computers to do their daily job. These programs and platforms include but are not limed to Active Directory, People Soft, Mainframe, Linux, Red Prairie and many Lowes intranet sites. Responsible also for expediting security issues that I cannot resolve in a timely manner. Diagnose and resolve issues relating to Active Directory, AIX, and Mainframe. Utilize certificates, security permissions, & PKI to protect the company resources. Monitor and deploy users security rights to confidential files AIX, Novell, Mainframe, Windows XP, & Active Directory systems. Maintain & implement a disaster recovery plan as well as ensuring data integrity through sound backup practices by creating backup copies and storing them in a secure location. Migrate users from Novell to a Windows XP environment using Active Directory Migration Tool. Created & deleted various objects against company's report using Novell, AIX, People Soft, Mainframe, and Active directory. Currently implement and support Lowes employees utilizing VPN connections via our network that enables them to work offsite.

02/2005 – 06/2006

GilbarcoVeeder Root

Technical Support Specialist

Responsible for monitoring, troubleshooting and resolving fuel alarms which include leaks, water in underground storage tanks, probe and sensor issues. Verify that sites (Exxon/Mobil, Bp/Amoco etc), have up to date Annual, Periodic and Gross line leak testing to meet Federal, State and Local requirements. Run necessary tests if necessary for these sites to meet standards. If necessary dispatch authorized service contractors to further test and evaluate reported incidents for fuel station customers.

06/1993 - 04/2004

UPS

Telecommunications Implementation Engineer / Supervisor

Implement Telecommunications network design solutions for internal UPS Domestic and Supply Chain Solutions customer locations using a Cisco platform. Worked with Logistic customers, Design, Support, Applications and Sprint to coordinate telecommunication implementations for internal and external UPS locations. Coordinated telecommunications software and hardware upgrades for all UPS Domestic, Logistic and External Customers. Worked with UPS Field Support technicians to resolve any hardware/circuit issues. If they could not be resolved locally worked with Sprint Frame relay (tier 1, tier 2 & tier 3), groups to test and resolve any circuit issues.

UPS, Telecom NOC Helpdesk technician / Supervisor

Monitored data communications network using various tools such as Netview 6000 / AIX to ensure that network was available to all system users and resolved data communications problems. Received telephone calls from users with data communications problems, such as failure of data to be transmitted to another location caused by various problems such as circuit issues, cabling, csu/dsu etc. Reviewed procedures user followed to determine if specified steps were taken. Instructed user to enter specified commands into computer to resolve problem. Called service technician for service when problem could not be resolved. Worked with local technician to insure resolution was achieved. Entered number of daily data communications transactions and number of problems and actions taken, using computer terminal. Worked with users to inspect wires and cables. Coordinated installation of new equipment or service by technicians for existing equipment.

UPS, Applications Helpdesk Technician

Provided first level support for UPS online applications in a LAN/WAN environment. Familiar with VTAM commands and SNA concepts. Mainframe support using Netview/TSO commands. Support for PCs utilizing the Windows 95/98 platform. If problems could not be resolved at first level I would then create a problem ticket and escalate to the correct group or groups to further evaluate.

SKILLS

Cisco Routers, WAN, ATM, Frame Relay, NXT, Ethernet, Networking, Switches, Hubs, ISDN, Microsoft Office, Excel, Word and data entry. Knowledge of Unix, Mainframe and Active Directory. Type 60 wpm.

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