Information Security Customer Service

SHERIF CONTEH

614-***-**** ************@*****.***

Columbus, Ohio

Certifications

(ISC)2 CISSP Certification

ID: 630949 Mar. 2020 – Mar.2023

COMPTIA SECURITY+ Certification

ID: COMP001021132453

Access code: W78CV May. 2017 – Nov. 2023

Experience

Crowe, LLP

Senior Client Security Response Analyst April 2018 – Mar. 2020

Led completion of Information Security questionnaires, SIGs and other custom questionnaires clients have provided to ensure Crowe’s security controls meet industry standards.

Complete knowledge of Crowe’s Disaster Recovery plan, Incident Response, Vulnerability Management, Security governance, SOC 2 reports and Vendor Management process.

Experience with HIPAA, PCI, NIST and ISO27002 frameworks.

Worked on numerous client questionnaires and document request simultaneously.

Assisted in the development of policies and technical configuration standards.

Conduct periodic reviews of Crowe’s information resources security policies, procedures, and compliance.

Developed strong business writing, professional oral communication, and ability to work independently with minimum supervision to engage with internal partners and external clients.

Led numerous meetings and the point of contact for team members.

Work with all areas of IT to implement and maintain information resources security.

Review and provide Identity Access Management to all business units through Crowe’s ticketing system, ServiceNow.

The Paragon Group

Mainframe Analyst July 2017 – April 2018

Responsible for monitoring all mainframe environments for hardware and software problems and to facilitate problem resolution with or without our support staff and/or our different vendors.

Provide Level 1&2 Incident support and Resolution for Mainframe Engineering Teams

Coordinate troubleshooting and repairs with support

Created procedures to improve the quality work for the team

Conducted meetings to gather more Level 1 work for the team

Provide a 24/7 point of contact for vendors (i.e. IBM, EMC)

Initial Program Load (IPL) of Logical Partitions (LPARs) – (bringing our LPAR’s down and then bringing them back up)

We actively participate and coordinate with Mainframe Engineering teams during monthly Infrastructure Releases

Liaison for third party Enterprise Hardware vendors - Scheduling Replacements, Diagnosing Issues, Coordinating with third party vendors

NSCglobal

System Administrator II (Account Management) Nov 2016 – July 2017

Promoted to create, maintain, and terminate corporate client accounts to meet the Service Level Agreement (SLA) for Daimler Trucks N.A and Mercedes Benz U.S. using Active Directory, Outlook Exchange, Mainframe RACF, SAP Logon, and other proprietary systems

Defined access privileges, control structures and resources in Active Directory domains

Contribute recommendations to increase productivity and awareness for 15 Level 1 service desk agents

Communicate security updates on new procedures, processes and future implementations to Account Management team

Distribute various software to client computers/Virtual Desktop Interfaces using System Center Configuration Manager (SCCM)

Create and modify tickets to provide instructions to Level 1 service desk agents to help resolve incidents and process requests

Developed a new emergency Business Continuity Plan (BCP) when our building faces an outage to continue to meet the demand of our client

Conduct security audits on new accounts, terminations and tickets made by the Account Management team and Level 1 service desk agents to meet the SLA

Knowledge of core internet and network protocols (TCP/IP)

System Administrator I (IT Service Desk Agent Level 1) Jan 2016 – Nov 2016

Provided first-level support for corporate end-users employed by several major automotive companies

Recorded and processed incidents and service requests according to process specifications using the Remedy proprietary ticketing system

Resolved 150+ support requests on a weekly basis to meet both quality standards and service-level agreements

Trained incoming employees on security awareness, protocols and procedures

Provide technical advice to colleagues on how to properly resolve incidents and process request

Business & Decision North America, INC

Oracle ERP Consultant July 2014 – June 2015

Training: Supported development and assisted in training end-users. Training Oracle Manufacturing business functions to shop floor operators and supervisors, Data Management team, and Customer Service representatives.

Application Testing: Assisted with documentation and execution of test scripts, document testing and validated design with the Oracle Core team.

System Expert: Developed a functional mastery of Oracle Systems in shop floor modules, procurement, inventory, inventory control, work in process (WIP), production recording, scheduling/planning, picking and shipping of product. Enabling the ability to quickly identify issues, research, and troubleshoot for a resolution

Data Management: Worked with Core team, data management to clean data set up the targeted plant and verify data after going live.

Access Database: migrated databases that correlated with the new ERP system.

At the direction of the supervisor, participated in deployment activities at different plants/sites. Prepared the plant/site for Oracle ERP deployment per standard operating procedure.

Education

DeVry University – Dayton Campus Feb. 2017

Keller Graduate School of Management (AACSB Accredited)

Master’s Graduate Certificate, Information Systems Management, Information Security focus

Wright State University – Dayton, OH June 2014

Raj Soin College of Business (AACSB Accredited)

Bachelor of Science, Management Information Systems

Skills & Abilities

[Technical]

Windows 10; Mac OS; Windows Server 2003,2008,2012

Active Directory

Microsoft Office 365 suite

PC hardware and mobile devices

ServiceNow

[Management]

Organize Manage events and fundraisers from conception to completion.

Delegate task to chapter members and peers to ensure goals and deadlines are met.

Serve as a liaison between the University faculty and student body.

Presented fraternity accomplishments to general body during regional and national meetings.

Ability to communicate clearly and effectively both verbally and in writing

President Xi Tau Chapter of Kappa Alpha Psi Fraternity Inc.

Regional LT. Strategus of the East Central Province of Kappa Alpha Psi Fraternity, Inc.

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