Customer Service Security

Jose A. Santiago - ** Lakeside Boulevard. - Hilton, New York 14468

Home Phone Number 585-***-****) E-Mail *****@*********.**.***

Seasoned System security administrator with 24 years experience in all

aspects

Of system security including hardware and software, looking for a new

challenge

in customer service.

Areas of functional Strength

. Systems Security

. VPN Security

. Desktop Firewalls (Software)

. Routers

. WLAN Security

. SAP Systems Security (R3)

. CMS/XEDIT (Was the instructor for EASTMAN Kodak)

. Lotus Notes

. RACF

. TCP/IP Security Issues

. Intel P.C. / Windows 95 / Windows98 / Windows NT / Windows 2000, Windows

XP

. UNIX

. Internet Skills

. Lan admin / Desktop support

. Knowledgeable in IBM hardware and mainframes

. By Lingual (Spanish)

. Blackboard Systems

Blackboard Inc.

Technical Support Manager Team Captain (2009-

Present)

. Reviewing case load that comes into the PeopleSoft queue for the

International team

. Answering phone calls from customers who want to create a case or check

on one

. Answering questions from System Administrators of the University's.

. Meet internal and client metrics, in the areas of first call resolution,

customer satisfaction, and other metrics as defined by the client.

. Troubleshoot calls clearly and effectively, following is general process.

. Document calls with a high level of detail

. Provide coaching and peer assistance when appropriate.

. Reviewing team queues making sure the workload is being distribute

evenly

. Monitoring team members work queues to assure the customer is receiving

proper support.

Career Highlights Eastman Kodak

Information Systems Mission Critical Security Administrator (2000 -

2004)

. Reviewing the Top Ten network Security violators on a daily basis.

. Responsible for implementing Security protocols for violators of the

Top Ten List

. Third level support for VPN client (Nortel Contivity)

. Third level support for VPN routers

. Second and third level support for desktop firewalls

. RSA administrator

. Responsible for testing new applications on Kodak imaged

Desktops/Laptops. OS, XP, 2000, NT, ME, and 98SE.

. Testing WLAN within Kodak

. Senior Customer Representative

Corporate Security Administrator - SAP/UNIX (1997 - 2000)

. Responsible for implementing SAP Security on the R3 Platform.

Establishing global profiles for ERP.

. Established audit procedures for the ERP/Hub systems (Tivoli) UNIX root

passwords.

Reviewed and conducted password audits.

. Reviewed all Network Access applications into the ERP environment both,

internal and external.

. Was involved in establishing security polices for the SAP and UNIX

environment.

. Helped construct the userid forms for the SAP and UNIX environment

hardcopy and lotus notes database.

. Provided documentation and flow charts for the current process for

handling insufficient authority with global, and job profiles for the ERP

environment.

. Provided documentation and flow charts for the current RSA and DSA

process for handling insufficient authority with local, and job profiles.

Senior Systems Security Administrator - Corporate Security (1991 -

1997)

. Project leader for the installation of RACF Protect All for Eastman Kodak

Mainframe Systems. Including securing dial in modems, interface between

local area LANs, and Internet

Access.

. Demonstrate interpersonal and communication skills as well as analytical

and problem-

solving expertise in the daily task of providing customer service

support to the Kodak

population worldwide.

. Assist customers with systems security questions or concerns, in order to

provide

the proper security for Kodak Customers.

. Create new security polices meeting corporate standards with full

documentation.

. Project leader for the Sterling conversion from ACF2 to RACF

. Primary Security trainer for co-workers.

. Primary trainer for all GSA's (Group Security Administrators).

. Conducted security presentations for conversion classes.

. Team Leader for Computer Systems Disaster Recovery.

. Knowledgeable with corporate Systems Security polices and procedures.

. Examine Security Scrolls on a daily basis.

Senior Customer Service Representative (Research Help Desk) 1986 - 1991

. Provide first and some second level support for Research Customers.

. Answered between 450 - 600 calls a month for customer's problems.

. Group Security Administrator for Research.

. Arrange demonstrations and training for Help Desk staff for all new or

modified changes

to the mainframe or networks.

. Coordinated meetings and vacations schedules to make sure there was ample

coverage for the Help Desk.

Computer Operator (Research Labs) 1983-1986

. Key player in installing IBM 3090 mainframe.

. Responsible for mainframe activities and all hardware associated with the

mainframe.

. Contributed and helped develop the Operators Guide documentation.

. Maintained operators guide, keeping the guide current.

. Contacted the appropriate vendors with reported hardware problems.

. Played a key role in the development of the Research Help Desk.

. Part of my assignment included ordering manuals for customers throughout

the Research

environment.

. Established several direct vendor contacts eliminating the middleman. My

efforts

resulted in the reducing of the annual budget by $15,000.00.

Computer Operator (Building 56) 1977-1983

. Started as a printer operator and was promoted to console operator.

. Trained new personnel for the various jobs that were done within the

central site.

. I was able to operate, monitor, and control all peripheral equipment

associated with the

central site operation of a large IBM mainframe processor.

NY State Department of Transportation 1971-1976

. My job function was to program their inventory of parts into the NY State

computer system.

. I was responsible for all telecommunications between satellite companies.

. I was also responsible for the company's daily transactions to be entered

into an inventory

system.

U.S. Army (Telecommunications specialist) 1969 - 1971

. Responsible for setting up field communications within a communications

Van.

. Duties included decoding Top Secret material, the wiring of patch panels

on a daily basis,

setting up the repeaters throughout various locations, maintained

radio and Teletype

communications with satellite vans.

Education

1968 New York State Regents Diploma from Evander Child's High School NYC

Eastman Kodak Training

1995 Microsoft Office Training Word, Excel, and Power Point

1997 Vantive Training

1998 Tivoli Admin

1998 HP Training

1999 MCSE Training

1999 IBM Netfinity Servers Training

2000 SANS Conference Training, Nortel VPN training.

2001 Dialer training

2003 WLAN training

2009 Blackboard Training

Contact this candidate