Customer Service Manager

CARL GEER

** ******* ******, *******, ** ***** 585-***-**** ******@*****.***

Profile

Creative, business-minded, and customer-focused IT Security & Compliance Analyst with experience in Healthcare, Legal, and Security industries. Proactive professional always looking for ways to improve systems, data and processes. Additional skills include:

IT Controls & Compliance

Quality Assurance

SAS70 / SSAE-16 Controls Audits

Project Management & SRDs

Software Test Case development

Security Access & Certifications

User Life Cycle Management

Operational Efficiencies

Installation and Implementation of Identity Management software

Data Queries & Reporting

Database User Interface Design

Internal / External Customer Service

Computer Skills

Servers: Windows 2005 & 2008

Tools: MS Excel - Pivot Tables and Macros, Word, PowerPoint, Publisher, Outlook

IT Service Management: BMC Remedy

Version Tracking: MKS Integrity

Databases & Reporting: MS Access, Crystal Reports 11

Languages: Visual Basic, SQL

Enterprise Applications: ControlMinder Enterprise Management, SailPoint IdentityIQ, Enterprise RandomPassword Manager, Business Objects, Actuate

Experience

Digital Technology Solutions LLC, Novi, MI. 7/2013 – 1/2014

SENIOR SYSTEMS ENGINEER – Contract Consultant

Installation, Configuration and Implementation of CA(Computer Associates) ControlMinder Enterprise Management (A privileged user password management solution)

Installation, Configuration and Implementation of CABI (Computer Associates Business Intelligence) reporting module.

Requirements gathering and documentation. (Systems Design Document, Architectural Requirements Document, Installation Documents)

MVP Health Care, Rochester, NY 4/2009 – 11/2012

ASSOCIATE IT SECURITY ANALYST

Managed program and compliance of Security Access and User Certifications across multiple locations. Reported to Manager of Information Security.

Provided user access data reports on regular and as needed basis to Database team, IT Security & Compliance, Service Desk, System Administrators, Finance, and Human Resources departments.

Prepared for and participated in compliance audits, and maintained quality controls.

Contributed reporting information, data analysis and summaries, and supplied data conversions in response to information requests. Monitored data performance and provided validations.

Pro-actively analyzed processes and procedures, identified gaps and inefficiencies, initiated improvements.

Special Projects:

Initiated and implemented new MS Access HR database that integrated MVP and Preferred Care post-merger which tracked non-employee data (contractors, consultants, vendors) to a centralized location. Overcame initial barriers, reached out to HR across locations and attained participation. Gathered user and business requirements. Built front-end tools and application for users. Achieved successful adoption of system, utilized by Legal department (training compliance) and Finance (payroll) department.

Involved in RFP review and decision to purchase SailPoint IdentityIQ, a$500K software Enterprise Identity Management Software solution. As application owner and administrator, coordinated with consultants to set up and install software to pull in reporting data from all other systems in company. Helped configure new system and associated servers, began system implementation, and worked across departments (Operations, Database, and Service Desk) to facilitate install. Partnered with Project Manager to set milestones, and facilitated meetings. Gathered customer requirements and published a Solutions Requirements Document (SRD). Worked as Business Analyst to ensure the application met business requirements for end users.

MVP Health Care (contract via Advantage Professionals/Consilium1), Rochester, NY 5/2007 – 4/2009

IT ANALYST

Supported Information Security & Compliance Programs.

Oracle, MS Access Database Design, Development & Administration, SQL, VB Coding and Reporting.

Application Resource Permissions / Rights Management / SAS 70 Audit.

Harter, Secrest & Emery, LLP 8/2006 – 10/2006

IT SPECIALIST / DATABASE ADMINISTRATOR (contract via Advantage Professionals/Consilium1)

IT Help Desk, Remote Access Solutions, PC Memory Upgrades, Software Installs.

Designed database for Immigration and Work Visa tracking division using VB & SQL programming.

CGI Communications Inc., Rochester, NY 7/2005 – 6/2006

INSTALLATION QUALITY CONTROL MANAGER

Provided customer service to100+ business owner clients ordering marketing banners.

Developed Database to track Subcontractors & Work Orders across 300 US cities.

Contract Management & Liaison to Contractors, wrote and issued RFPs, established pricing rates, equipment, reviewed bids and accepted contracts. Managed contracts to ensure delivery of services.

SP Micro-video Surveillance & PC Security, Rochester, NY 5/2001 – 7/2005

OWNER / SELF-EMPLOYED

Sales and service of micro-video surveillance equipment, security systems, and wireless remote monitoring systems. Provided all technical support for residential and commercial customer base.

Central Locating Service, Ltd., Rochester, NY 2/1998 – 5/2001

FIELD REPRESENTATIVE

Certified underground utility locator working with Rochester Gas & Electric, Bell Atlantic, Frontier Telephone, & Citizens Communications. Experienced with Plats, and MAPS software.

Education

Associates Degree in Computer Programming, Rochester Business Institute, Rochester, NY, 2005

Additional Courses in Accounting

Professional Development

SailPoint Software Implementation and Installation Training for IdentityIQ, Austin, TX, 8/2011

Crystal Reports 11 Training, New Horizons, Rochester, NY, 7/2010

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