Customer Service Security

Jesé Vargas

Andalucía ***, Carolina, PR ***** / 787-***-**** - ****.*************@*****.***

Professional Summary

Operations Program Manager with more than 10 years of experience planning, developing

and implementing diversity of programs and process improvements, creating and managing

automated process, enabling companies to focus on priorities and successful launches.

Customer Service oriented with excellent problem solving skills and expertise in developing

client relations. Also vast experience in IT Security, establishing Security Programs and in

charge of entire security process and compliance.

Summary of Qualifications

Process Development Complex problem resolution

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Business recovery and sustainability Communications audits

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Conflict resolution Strategic planning

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Excellent supervisory skills Project management

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Training techniques Communication / presentation skills

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Troubleshooting proficiency Exceptional customer service

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Work Experience

Microsoft Operations May 2014 to Present

Operations Program Manager

Humacao, PR

• Improved generation keys process enabling to increase the generation from 2

Million keys to 3.4 Million in a FY resulting in more than $1.7 Billion in earnings.

• Automated several process within the business reducing 96% in processing lead

time.

• Managed to increase scalability, security and compliance with certain standards to

our HBI services.

• Achieved SLA Compliance (99.9% Key Generation SLA) and quality metrics at or

above organizational targets.

• Customer/partner satisfaction through personalized and attentive service during

multiple major releases or launches.

• Supported different cross-group collaboration forums between services offering

trainings to IT partners and on-boarding customers to optimize service delivery.

IPR Pharmaceuticals, Inc. December 2003 to March 2008

IT Infrastructure Security Administrator

Canóvanas, PR

• Created and improved IS Security Program

• Managed relations between IS SEcurity and Corporate Security environment

• Responsible for all security awareness, employees, contractors and third parties

employees.

• Created and maintained all organization users, groups, Org. Units and policies

within the Organization.

• Responsible for protect network from external/internal intrusions to network servers

and workstations.

• Managed client Firewall, Intrusion Detection Systems (IDS), Internet Monitoring

System (IMS), and Internet E-Mail Virus Scanning and Monitoring System (IEMON).

• Managed the IT security systems and taking appropriate security actions between

IS and HR.

• Managed documentation from process established and compliance auditing

sessions.

Oriental Group December 2002 to December 2003

IT Network Specialist

Guaynabo

• Created and maintain securities policies and procedures

• Managed the daily monitoring users access to banking core system and Internet

• Responsible for give the maximum security inbound and outbound to the bank

(physical security)

• Managed disaster recovery plan

• Maintained backup for the entire firm, including the core banking system

• Responsible for report any physical security issue to the managers

• Created and maintain backup tape inventory

• Managed different servers, giving access and privileges to end-users

• Managed the track and delete any virus in the network

Education

Metropolitan University (Ana G. Méndez) 2003

BBA: Information Systems

San Juan, PR

Graduated as Cum Laude

Years in the Industry: More than 10 years

Training and Certifications

Microsoft Certified Systems Engineer +Security

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Microsoft Certified Systems Engineer

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Microsoft Certified Professional

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Certificate in Networking Class offered by Kazcom, in Lincolnshire, Illinois. (August

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2001)

Certificate in Security policies and procedures using People Soft application

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Certificate in Intrusion In-Depth by SANS 2004, Orlando, FL

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Certificate in Active Directory 2003, Executrain, San Juan, PR

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Certificate in SQL 200 Server, Executrain, San Juan, PR

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Certificate in IDS with Juniper Networks, San Jose, CA

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Certificate in Windows 2000, 2003 by SANS 2005, San Jose, CA

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Certificate in Security & Audit Framework 17799/27001 by SANS 2006,

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Washington, DC

Certificate in Hacker Techniques, Exploits & Incident Handling by SANS 2006,

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Manhattan, NY

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