Project Manager Compliance Specialist

Ingrid Chesser

**** * ******* ** #***, Chicago IL, 60640 312-***-**** *********@*****.***

Compliance Specialist

Skilled professional with over 15 years of Information Technology experience, including multiple years of experience developing and leading complex projects.

Proven success in development and implementation of team-building and training programs, security, and compliance process improvement initiatives, and recruiting and retention plans.

Dedicated manager with a strong work ethic, and the ability to build lasting client, and employee relationships.

Summary

Dedicated, personable and entrepreneurial-driven professional offering an exceptional blend of expertise in Compliance, InfoSec, IT, Change Management, and Operations Management. Possesses outstanding multi-tasking and prioritization skills; gracefully balances continuous and competing demands. Highly versatile and resourceful – quickly adapts to new roles, responsibilities, and environments.

Professional Experience

VERINT — Remote Employee

Compliance Specialist 2021-2024

Experienced security risk and compliance professional at a fast-paced technology/telecommunications company. Provided support for all company audits including SOC2, HIPAA and PCI-DSS. Lead Project Manager for companywide FEDRAMP project implementation. Provided knowledge of compliance laws and guidelines ensuring compliance with national and international rules and regulations.

• Responsible for research, interpretation and advisement of regulatory compliance rules and regulations ensuring companywide standards are maintained.

• Developed internal controls ensuring compliance requirements are met and in line with NIST requirements.

• Created Vulnerability Management program ensuring timely resolution of findings.

• Responsible for creating, updating, and distributing policy and procedure documentation.

• Developed and implemented security and risk management training and compliance program.

• Provided translation of highly technical requirement to upper management.

• Lead yearly SOC2 Type2, HIPAA and PCI-DSS audits.

• Responded to customer Security Questionnaires and SIG requests.

• Project manager for FEDRAMP implementation.

• Project manager for companywide implementations for PCI 4.0.

• Experience interpreting standards and translating them into actionable tasks.

• Knowledge of extensive range of technical concepts related to cloud computing including access control best practices, agile development, network security, and information security risk management.

• General knowledge of AWS suite of products.

CONTACT SOLUTIONS/VERINT — Remote Employee

Operations Manager 2015-2021

Acquired by Verint in 2018

Experienced manager successfully leading a team of highly technical NOC, Helpdesk and On-Call personnel. Served as lead Project Manager for companywide IT project implementation. Lead organization in updating outdated Change Management program.

• Lead for large scale companywide project implementing Jira Management and Service Desk system.

• Responsible for general Jira administration.

• Implemented numerous process improvements geared at streamlining workflow and resources.

• Streamlined outdated tracking systems by implementing Jira workflows.

• Lead for standard and emergency Change Management program for the entire organization.

• Established and updated outdated Change Management processes and procedures.

• Managed over 20 NOC, Helpdesk and On-Call personnel.

• Manage scheduling of resources and weekly maintenance tasks.

• People management, including coaching, performance management and personal development of NOC and client helpdesk staff.

• Responsible for platform maintenance including proactive system reboots and monthly patching.

• Responsible for virtual and physical server systems ensuring optimal performance and capacity.

• Analysis and delivery of KPI/SLA data to upper management.

• Managed knowledge repository for policy and procedure documents.

• Provide weekly/monthly SLA and trend data to upper management.

• Promoted from operations supervisor to operations manager in 2019.

Nexxlinx/iEnergizer— Atlanta, GA

IT Technical Project Manager 2011-2015

Acquired by Verint in 2015

Responsible for design, development and implementation of nationwide Information Technology and Security projects within the organization. Managed multiple projects for call centers with distributed locations in multiple states.

• Implemented switch pay program providing company savings on monthly time tracking system cost, and overall payroll payout.

• Responsible for the coordinated management of multiple projects directed toward strategic business and other organizational objectives.

• Responsible for documenting workflows, managing resources, and articulating value of implementing early-stage Change Management program at the early stages of Technology Change.

• Responsible for Risk Management mitigation during project implementation.

• Specialized in evaluation of procedures and technologies focusing on process improvement and increased efficiency.

• Built credibility and maintained communication with stakeholders at all levels of organizational structure.

• Direct the coordination of all implementation tasks involving third party vendors and provided consultative services to the clients on system implementations.

Nexxlinx/iEnergizer— Austin, TX

HR Administrator 2010-2011

Responsible for all benefits administration to include; payroll, vacation time, sick time, personal holidays, and yearly open enrollment. Administered FMLA, Personal Leave of Absences, and Workman’s Comp Benefits. Dealt with general Employee Relations matters, and legal concerns. Implemented new HRIS for multi site employee management. Managed recruiting for a site of over 600 employees. Proficient in ADP systems-HRB, PayEx, and Enterprise eTime.

• Ensure recruiting measures are meeting our client’s expectations.

• Created Recruiting plans for high-volume clients.

• Created strategic plans with customer to effectively maximize the communication, work efforts, recruiting and production goals of their corporation.

• Successfully hired over 100 positions within a 2-week timeframe through full cycle recruitment.

• Manage temporary staffing including temp staff ratios, employee relations and retention, billing and contract management.

• Reworked new-hire orientation program to include HR information and company resources.

• Create strategies and plans with Operations to effectively maximize the communication, work efforts, recruiting and production goals.

• Lead companywide project implementing new HRIS system.

• Process bi-weekly, multi-state payroll for over 1200 employees.

• Organize and administer yearly benefits open enrollment.

• Perform daily benefits administration to include; claims resolution, and change reporting.

• Perform orientation as needed.

• Worked with Director to re-write dated job descriptions.

• Manage all employee relations issues and ensure compliance with local and federal laws.

Nexxlinx/iEnergizer— Jacksonville, NC

Operations Manager 2009-2010

Responsible for the daily operations of large-scale call center. Directed 15 supervisors and a total staff of over 300. Managed metrics and client satisfaction for various campaigns.

• Directed call center operations as a liaison between clients, supervisors, and call center employees.

• Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective actions plans.

• Performed quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

• Monitored interaction between staff and callers to ensure quality assurance standards.

• Developed call center statistics to measure staff performance and the need for improvement.

• Hired, motivated, coached, evaluated, and attempted to retain over 300 qualified agents and 15 supervisors.

• Maintained service levels ensuring client and consumer satisfaction.

• Scheduled employees to meet forecast demands.

Nexxlinx/Staffone— Jacksonville, NC

HR and Benefits Coordinator 2008-2009

Fulfilled a broad range of HR functions including managing the recruiting process, administering benefits, leave of absence and workers compensation management, and managing HR records.

• Was responsible for recruiting, interviewing, and hiring for a staff of over 200 employees.

• Sustained a network of potential applicants.

• Maintained all statistical data associated with the recruitment of open positions to ensure timely and accurate information processing.

• Processed all benefits enrollment.

• Administered applicant testing.

• Assisted in employee relations issues and ensured compliance with local and federal laws.

• Represented the company in unemployment hearings.

Education & Certifications

• Webster University — St. Louis, MO

Dual Masters in Human Resource Management and Management and leadership, 2007

• Campbell University — Camp Lejeune, NC

Bachelors in Psychology, 2005

Additional information

CISSP Certification in Progress

Languages

Russian, English

References

Available upon request

Contact this candidate