Security Technology Integration Lead

Chevelle (Chevy) Nelson

W*** S**** Brookhill Court, Waukesha, WI. 53189

Cell: 262-***-****

********@*****.***

Professional Summary

Talented IT, Operations and Call Center professional specializing in leading high-performing and multi-disciplinary teams thru product development launches as well as operational and customer service support. Accustomed to managing multiple teams, projects and priorities in fast-paced environments.

Work History

Security Technology Integration Lead, 10/2012 to 04/2017

U.S. Cellular Waukesha WI – Bensenville, IL. / Waukesha WI.

Security IT Systems Integration team leader for 5 years.

Recommended security standards to management on system applications, service accounts, and end user access to stay compliant with company security policies.

Identified application and service account owners. Created positive working relationships to enforce critical changes or updates needed in production.

Created detail project plan identifying success factors. Worked collaboratively to exceed expectations.

Scheduled and worked with owners to establish timeline for their applications or service accounts updates.

Submitted or directed user to submit appropriate documentation needed for changes (IE: Release, Maintenance Window, Change Request, Remedy Ticket, all to avoid any production outage or conflict with other scheduled system updates).

Maintained matrix of owners, date of changes, updates made for ongoing annual updates. Identified and disabled service accounts or applications no longer used in as a “clean-up effort”

Collaborated with other offices and territories to plan and implement new technology.

Attended estimation and requirement session for new projects being introduced.

Lead project(s) through project life cycle in all areas of security access.

Established and maintained numerous vendor partnerships.

Work with external vendors for integration between systems and security.

Inspected security design features, installations and programs to verify compliance with applicable standards and regulations.

Referred major hardware and software problems and defective products to vendors or technicians for service.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Drafted security operating procedures and training materials for enterprise.

Perform audits needed for system access as they tie back to SOX, PCI, CPNI and best practice internal reviews on a monthly, quarterly and yearly basis.

Supervised and coordinated projects for external auditors and examiner evaluations.

Primary critical on call person to resolve Severity 1 issues impacting front line associates or customers.

Defined, documented and reviewed technical best practices and procedures.

Provided base level IT support to non-technical personnel within the business.

Evaluated and conducted technical and functional research and analysis.

Conducted interviews with key business users to collect information on business processes and user requirements.

Assessed the impact of current business processes on users and stakeholder

Software Test Engineer, 08/2008 to 10/2012

U.S. Cellular Bensenville IL

Assist Project Managers as a Quality Assurance Testing Manager in designing and ensuring overall integrity of the testing strategy.

Execute testing including Functional Testing, Regression Testing, System, Integration, Support- Automation Testing, Data and Database Testing, and lead UAT.

Engage with appropriate business partner testing resources throughout the project lifecycle; including review of business requirements and participation in business case analysis meetings, coordination of test participants during test execution and ensuring final Business Partner approval of UAT Testing Results Summary to satisfy Sarbanes-Oxley compliance.

Help design, develop and implement test plans, using the detailed business requirements document provided by the Business Analysts.

Composed and edited work instructions for quality and test procedures. Created test measures from requirements documents, best practices, and user interviews. Provided technical expertise on computer networks to support IT and operational test teams. Reviewed test plans and procedures to ensure adequate coverage of system requirements.

Develop test cases based on business requirements and processes.

Test functionality delivered across applications and workflows.

Support end users through the UAT process as applicable.

Worked effectively with design teams to ensure software solutions elevated client side experience.

Tested Oracle middleware applications and logical access controls systems.

Recorded defects and coordinated issue resolution with development team and functional leads.

Created and executed system and integration test scripts.

Presented clear, organized data in graphs, charts, tables and written reports.

Collected samples during production and tested randomly to determine in-process product quality.

Monitored production operations for compliance with specifications and promptly reported defects.

Identified and helped resolve production problems.

Implemented a set of comprehensive tracking processes to monitor performance.

Developed executive presentations and reports to facilitate project evaluation and process improvement.

Sales Operations Manager, 04/2006 to 08/2008

U.S. Cellular – Bensenville IL

Rolled out enterprise initiatives for all sales locations including 2,500 Agent and Retail store locations, International Vendors and Multi-Site Tele sales.

Developed communication and implementation of operational processes and procedures to all sales channels across all regions.

Responsible for representing sales by providing input and subject matter expertise on all initiatives.

Communicated system enhancements and performed troubleshooting on issues with customer facing systems.

Facilitated processes that turn market ideas into market initiatives.

Developed and delivered presentations and/or training programs to small or large groups, held leadership calls.

Kept sales organization informed of all project advancements, policy changes, and procedures.

Created and/or provided input to training modules for use in Sales and Marketing initiatives.

Supervised a team of 40 area managers.

Established operational objectives and work plans and delegated assignments to subordinate managers.

Scheduled and led weekly regional meetings.

Reported to the district manager regarding all store and staff issues.

Partnered with sales representatives and managers to coordinate delivery and merchandising schedule.

Customer Service Manager, 06/2003 to 04/2006

U.S. Cellular – Waukesha WI

Managed team to provide superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Initiated operations improvements to improve overall call center productivity.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Managed high call volume with tact and professionalism.

Managed and resolved any escalated calls that made it to "Office of President"

Developed all process controls and metrics for daily management of the Call Center.

Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

Achieved sales goals and service performance requirements through new customer sales.

Facilitated inter-departmental communication to effectively provide customer support.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Project Manager/ Manager of Systems Analysts, 04/1993 to 11/2002

Ameritech/SBC/Cingular Wireless – Wauwatosa, WI.

Managed and developed team of analysts.

Performed project rollouts to call centers, retail stores, and agent locations in Great Lakes region.

Acted as primary liaison between all company divisions including but not limited to Human Resources, Fraud, Finance, Retail, B2B, Tele sales, Agent/ dealer channel as well as Supply chain to ensure cohesiveness of policies and procedures.

Designed detailed enhancements for systems with process workflow.

System tested enhancements and trained personal in new processes.

Analyzed reports on regular basis to identify issues, worked on resolution, monitor trends and give feedback to upper management.

Performed report audits.

Identified and performed problem resolution on issues within call center that intertwined with various channels of organization.

Performed constant troubleshooting and prioritizing of ongoing issues in fast paced environment. Provided technical support 7 days a week x 24 hours a day via cell phone and 2 way pagers.

Provided systems, software, policy and procedure training to all levels of organization.

Primary interface between system developers, programmers and end users.

Performed store audits, instructed leadership on controlling inventory both within the store and with the Supply Chain.

Watched over financials in stores including petty cash and expenses.

Established security levels of access to all personnel in field.

Well versed in the landline telephony/Cellular business.

Education:

High School Diploma: Waukesha North H.S.

Alverno College-Studies were business and computer science - Milwaukee WI.

100s of additional classes thru employment with companies. List can be provided upon request.

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