Customer Service Management

Douglas Martin, MBA, CISA

**** ******* *** #*** ********, CA 95207

Cell 209-***-**** Email: ******@*****.***

Summary of Qualifications

• A seasoned business professional with over 20 years of IT, operational, and

integrated audits in healthcare, telecommunications, and banking industries;

• Experienced IT trainer using lecture and facilitation techniques and has

taught over 200 undergraduate and graduate courses related to systems and internal

controls;

• Excellent communication skills and team player;

Professional Experience:

Management

• Led internal audit projects for major companies

• Planned, organized, and coordinated project staff

• Prepared audit project budgets to manage staff resources

• Developed audit programs based on risk assessments

• Allocated staff resources

• Reviewed work papers prepared by audit team

• Communicated findings throughout engagement and in audit reports

• Prepared project evaluations on audit team members

• Conducted peer reviews to identify process improvement opportunities

Communication Skills

• Maintained excellent relationships with clients and coworkers

• Demonstrated excellent verbal and written skills during business meetings

and classroom training sessions

• Seasoned facilitator with excellent listening and presentation skills

• Facilitate business meetings and classroom training workshops and forums

• Conflict resolution skills

Education:

M.B.A. Finance, April 1993, Golden Gate University, San Francisco, CA

B.A. Business Administration, June 1981, Whittier College, Whittier, CA

Professional Designation: Certified Information Systems Auditor (CISA)

Work Experience:

Kaiser Permanente, - Oakland, CA

Senior Information Technology Auditor, Internal Audit Services (03/00 – 12/09)

• Managed and participated in infrastructure, application, and web based

audits including KP.org with over 3 million users, Unix and Windows servers using

scanning tools, and SDLC projects;

• Demonstrated the value of risk based audit approach by gaining an

understanding of business objectives, activities, processes, and identifying risks and the

controls to be tested;

• Reviewed Kaiser Permanente (KP) procedures, flowcharts, gaps, and

remediation plans in accordance to Sarbanes Oxley (SOX) 404;

• Assisted Parsons Consulting in third party SOX audit of Kaiser

Permanente Information Technology (KP-IT);

• Developed audit programs and audit tests based on risk assessment;

• Used ACL to conducted data mining of population for abnormalities;

• Obtained population and statistical sample using ACL for random selection

of test items;

• Assisted external auditors, Deloitte & Touche, for year-end financials

statement verification, change management, and network security;

• Conducted a nationwide audit of KP wireless access points;

• Develop excellent working relationships with project leaders, clients, and

staff;

• Developed a user friendly training manual to support the automated work

paper program (AutoAudit) in the department;

• Contributed to the annual audit plan by identifying the IT audit universe

and risk ranking over 2,500 applications based on criteria;

• Communicated audit issues throughout engagements and in audit reports;

University of Phoenix – Sacramento, CA Campus

Adjunct Faculty, Information Systems & Technology Department (3/97 – Present)

• Manage classroom agenda of topics through various facilitation

techniques;

• Taught classes including Project Management; Computers and Information

Technology; Systems Analysis & Design Methods; e-Business; Business System

Development; Business Information Systems, and Health Care Informatics;

• Lead Faculty responsibilities included:

• Assess new faculty for hire

• Mentor new faculty

• Conduct faculty peer reviews

• Conduct class visits for monitoring overall department effectiveness

• Curriculum review

• Attend graduations

Pacific Bell - San Ramon, CA

Senior Corporate Auditor, Audit Services (3/97 – 12/99) (SBC Merger)

• Managed audit projects of statewide network infrastructure and

telecommunication components enabling call set-up and routing to ensure reliable

customer service;

• Supervised audit projects related to physical and logical security, change

management, operational effectiveness, disaster recovery procedures, and contract

administration in Public Utilities Commission (PUC) regulated environment;

• Monitored system develop projects to ensure key user participation and

recommended system development process improvements;

• Reviewed the data center environmental controls to ensure proper

maintenance of the central offices and switching equipment regarding humidity, fire

extinguishers, heating, air, and dust;

• Conducted physical security audits of the central offices housing the

switches and routing equipment to ensure the proper security of perimeters and

emergency power was maintained;

• Conducted dumpster diving to ensure proprietary information was not

accessible to the public and to ensure a confidential waste process was in place;

• Communicated audit issues throughout engagements and in audit reports;

American Savings Bank – Stockton, CA (Moved to Stockton)

Senior EDP Auditor, Audit Department (3/95 – 2/97)

• Supervised and monitored system development, operational, and

compliance audits;

• Supervised bank-wide audit of file transfer activities between mainframe

and Local Area Network environments;

• Evaluated wire transfer operations for proper segregation of duties;

• Developed audit programs and audit tests based on risk assessment;

• Obtained sampling population based on statistical sampling;

• Communicated audit issues throughout engagements and in audit reports;

Bank of California – San Francisco, CA (Promotion)

Senior EDP Auditor, Audit Department (1/94 - 3/95)

• Performed and supervised audit projects of various bank applications and

the data center;

• Monitored disaster recovery tests at remote site and recommended

improvements to the disaster recovery process;

• Communicated audit issues throughout engagements and in audit reports;

Bank of America – Concord, CA (10/87 – 12/94)

EDP Auditor, EDP Audit Department

• Conducted audits of data center general controls including physical and

logical security, operator controls, change and problem management, backup, offsite

storage, recovery, contingency planning, and management reporting;

• Obtained sampling population based on statistical sampling for testing;

• Reviewed audits of application controls including end user logical security,

input, processing, output, and periodic access reviews;

• Monitored and reported on system development life cycle projects;

• Communicated audit issues throughout audit engagements and in audit

reports;

Blue Cross – Oakland, CA (1/83 - 10/87)

Medicare Auditor I & II, Provider Audit Department (Promotion)

• Conducted audits of Medicare cost reports for healthcare facilities in

Northern California including acute hospitals, skilled nursing facilities, and home health

agencies;

• Audited cost report line items including building and equipment

depreciation, ancillary departments; bad debts, malpractice insurance expense, and

patient days and visits;

• Verified accuracy and appropriateness of statistical data to allocate

overhead department cost;

• Reviewed primary and secondary claims for proper payment;

Systems Experience:

Hardware Platforms: IBM Mainframe, client server, and microcomputer

Operating Systems: IBM MVS, VM, AS/400, RS6000, Windows NT, UNIX, OS/2 LAN

Security Software: RACF, VMSecure, Internet System Scanner, PC Audit

Change Management: ChangeMan

Problem Management: Remedy

Software Skills: MS Word, Excel, Project, ACL, Power Point, Visio, Remedy

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