Customer Service Security

Pablo Antonio Santos ***** SW *** Path Miami FL **177

Ph. 305-***-**** Email: ******@*****.***

Summary

Professional, detailed-oriented Security Administrator motivated to drive projects from start to finish as part of a dynamic team.

Skills

- Maintenance of computers, Install, configure and maintain enterprise wide networks

- Skilled in critical thinking, logic and communication

- Strong work ethic Personable and Professional

- Extremely organized, analytical and detail oriented

- Management experience

- Ability to multitask

- Excellent communications skills

- Fluent in English and Spanish

Work Experience

Royal Caribbean Cruise Lines - Senior Security Admin August2015-Present Support of daily business operations by tracking, updating, and completing security-related issues via a trouble ticket system. Such as access requests, access issues, and/or security related concerns. Tracked service level objectives (SLOs) for the team and suggested improvements when these SLOs are breached. Monthly internal SOX compliance audit reporting for Risk Management of users on all systems collected for the Risk Register and in accordance with ISO standards.

95% - 2nd Level Support 5% - Projects

● Granted VPN access to remote network users.

● Troubleshooting on o365 Outlook setup issues.

● Amending Proxy and Target addresses within Active Directory.

● User provisioning processing security and compliance requests(SRM)

● Monthly duty phone assignment. Responded to after office hour calls.

● Prepared Bi-Weekly status reports

● Familiar with sharepoint

● Processed and closed Incident tickets for access to various applications.

● Monitored and responded to department emails and business skype communications

● Moved active accounts to dead organizational unit (OU)

● Terminations and Transfers processing. This consists of logging into 21company wide systems and removing access.

● Ran reports scripts using Power GUI Administrative console.

● Provisioned and removed access to Invoice Management System user accounts.

● User termination processing Service Requests via REMEDY ticketing system.

● Worked AS400 user profiles as per departmental access authorizations Cipher Security - IT Security Analyst April2015-August2015 Threat detection of suspicious Network trafficking received from customer monitored systems. Escalated based on customer’s specific Service Level Agreement. Analyzed SEIM log and event data identifying and recommending improvements to the SEIM configurations. Forensic Analyzing of log files following SOC policies and procedures. 95% - Analyzing Security Threat Events 5% - Daily Events Reporting

● Active Channel monitoring via HP Arcsight ESM Console 5.0

● Imperva Dashboard report queries searching for FCK editors, Scrapping Attacks

● Generated Active Lists of tables that collected specified fields of event data tracking

● PCI Asset Vault high severity threat events alert escalations

● Threat Actor targeting

● ForeFront Malware detection

● Creating rules and alerts.

● Malicious Activity, High Volume Activity

● Generated suppression lists

● Illegal Byte code characters

● Outbound communications to known malicious IP addresses

● nslookup of IP addresses

● Reported Case Analysis

● Continuously monitored Arcsight Connectors to make sure they stayed online

● Used FireEye box which collected advanced malware, zero-day exploits

● Trained on SPLUNK 6.2 monitoring

● Review of Apache logs

● Monitor network security events received from customer's monitored systems, and taking appropriate action based on customer's security policy.

● Assist customers with security related issues

● Escalating security alerts.

● Initial incident response and escalation procedures with internal personnel and named customer contacts on the event of an alert or monitoring anomaly.

● Performing analysis of SIEM log and event data, identifying improvements of SIEM configurations, and creating new correlations, rules, and alerts.

● Responsible for troubleshooting agent software issues

● Reviewing customer reports to ensure quality and accuracy

● Perform analysis of log files. Includes forensic analysis of system resource access.

● Carry out all activities regarding SOC policies and SOC procedures

● Used Arcsight Logger to analyze console events more closely Assurant Group - Network Security Administrator – Intern Jan2013-Mar2015 Served as a liaison for activities related to security, compliance, audits. Technically provided support to internal/external customers by processing security and compliance requests, executed and maintained security procedures and related projects. 90% - Support 10% - Projects

● Enterprise environment up to 17,000 employees within 13 countries

● User provisioning processing security and compliance requests(SAR) within defined timeframe and expectations

● User termination process, processing HPSD tickets

● Informed Lead Security Analyst or Manager with any concerns related to security or compliance vulnerabilities.

● Assisted with external, internal or 3 rd party compliance or audit requests

● Tracked, reported and maintained all processes, tools and documentation related to security and compliance procedures

● Support owners of internal and regulatory controls such as SOX, SSAE16 and PCI by providing the appropriate documentation and position of compliance.

● Handled activities of moderate to high risk and complexity

● Provided after hour on-call support on a rotating basis or as required.

● Responded to any critical issues or business concerns.

● User account provisioning, enabled Users with the required Active Directory groups

● Created accounts and provisioned access to software and Insurance statistical data

● Role Based Access Control, gathered the required approvals from the designated approvers

● Managed Active Directory and Novell Domains adding a removing access groups per User’s role

● SOFTERA, LDAP protocol used to provide Users with access to Application that authenticate via URLs

● Participated in small to medium projects as required

● Attended and participated in meetings required for each project

● Provided Lead Security Analyst or Manager with weekly status report.

● Created tasks and tested plans on projects

● Managed access to resources such as MOXIE, a Knowledge Based URL

● Worked with Lotus Notes / Outlook / Excel / Word

● Troubleshooting Windows XP and Windows 7 Environment Application access issues

● Oracle Identity Manager (OIM), role based provisioning

● Provided access to the Mainframe AS400 via Blue-Zone TN3750

● Provided level 3 Security Support to helpdesk, system issues, and Active directory.

● Provisioned User access to Oracle Server Environments

● Familiar with PCI and SOX requirements

● Remote Desktop – Used to remote into Windows XP User machines

● Bomgar – Used to remote into Windows 7 User machines

● Used Batch Tools for providing or removing access to numerous Users at one time Check Cashing USA - Store Manager March2012-Dec2012

● Managed a staff of 5 people

● Store personnel scheduling and Sales support

● Responsible for overall store and sales performance

● Extensive working knowledge of vault management

● In charge of cash handling, check cashing, payroll advance and Western Union Sangrau Corp - Help Desk / Contractor June2011-March2012

● Made outbound and inbound phone calls

● Provided customer service and support

● Gave account information and upsells

● Answered customer inquiries and concerns

● Directed phone calls to appropriate individuals

TD Bank - Loan officer/Personal Banker Aug2008-June2011

● Responsible to provide excellent customer service at the Branch Level

● Working with new customers in developing new account sales

● Provide detailed information to potential customers about all the services we offered

● Answered customers queries and solved issues concerning their accounts

● Originated residential mortgages along with all types of personal loans

● Assisted in the training of new personnel

● Worked with business owners and created multiple business accounts Met West Commercial Lender - Account Executive Jul2005-June2008

● Originated commercial mortgages nationwide

● Analyzed applicants financial status

● Reviewed credit and property evaluation to determine the possibility of granting loans

● Developed data base of mortgage brokers throughout the United States

● Established professional relationships by providing excellent customer service

● Handled a wide variety of management duties, including but not limited to general office duties,hiring and training of new employees,evaluations and resolved conflicts

● Reported directly to the National Director of Operations, provided month end reports and sales projections.

Education

Florida Career College Sept2012-June2014

Associate Degree - Computer Security

Bergen Community College Sept1982-Jan1984

Computer Programming curriculum

Certificates

Security+ Network+ A+

Mortgage Broker License

Notary

References available upon request

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