Call Center Security Analyst

LU-ANNE SHUMATE

**** ***** *** ****, ******** NC 27043

Home: 336-***-**** - Cell: 336-***-****

*************@*****.***

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

Profile:

Experienced Information Technology professional with diverse industry experience in banking, healthcare, and airline. Professional expertise includes Observability, Site Reliability Engineering, Agile Methodology, Information Security, Application Development, and IVR development/support and user support. Email Administration, Network Administration, Availability Monitoring.

Education:

American Intercontinental University

Masters - Information Technology

High Point University – High Point, NC

BS, Computer Information Systems; Minor, Business Administration

Core Qualifications:

Observability Monitoring

RSA /Remote Access Administration Certification: Carnegie Mellon –

Threat Monitoring/Remediation Information Security for Technical Staff (Advanced)

RACF Administration Certification: Carnegie Mellon - Advanced

Firewall Administration Certification: Carnegie Mellon - Incident Handling

LAN Administration

SharePoint Designer/Development

Call Center Technology Development/Support

Email Administration

8 plus years in management.

Technical Skills:

HP APM, HP Performance Manager, SiteScope, App Dynamics, SRE Engineering, Agile Framework, Jira, Confluence, Teams, Zoom, Skype, ArcSight, Tipping Point, Air Defense, RACF, RSA-ACE, Site Protector, Cisco WCS, Wepawet, MS Word,

MS Excel, MS PowerPoint, MS Outlook, MS LiveMeeting, MS Access, MS SharePoint, IBM Firewall, IBM ISS, Tripwire, Archer

Professional Experience:

Home Lending Technology, Sr Infrastructure Engineer

June 2015 to Present.

WELLS FARGO, - Winston-Salem, NC

Consumer Lending Governance Team – Engage with other Governance Team members, as the Monitoring resource in the onboarding process of all new applications for the Governance team for all new Consumer Lending applications

Review existing monitors for any gaps in coverage that to be addressed to maintain optimum insight as to performance and availability of applications.

Ensure that all new applications are following the monitoring processes that abide with Governance Policies and meet required deployment deadlines.

Manage all monitoring tasks from gathering requirements to implementation of the solution

Work as a liaison between development and support teams to arrive at the most effective monitoring solutions

Evaluate the most efficient way to set up monitoring that will provide automation for measuring application SLA’s

Set up alerting for availability monitors that will provide email and paging notification of application failures

Proactive daily review and troubleshooting of outstanding anomalies identified in the monitoring space.

Designed and implemented a SharePoint site to track any monitor failures that includes an automated email

Notification to reporting teams

Create and maintain documentation for monitoring team to be used as training tools for new hires

Onboard and support of Enterprise Password Vault Repository

Corporate Information Security, Shift Lead/Manager, Lead Analyst/Sr. Analyst

August 2002 to January 2015

WACHOVIA BANK (now WELLS FARGO) - Winston-Salem, NC

24/7 Security Operations Center (formerly Wachovia's Information Security Operations Center (ISOC)), providing single escalation expertise to any/all security events detected within the network perimeter.

Incident Response Process Development – Designed, Documented, Implemented

Monitored Network Traffic for malware, suspicious traffic patterns

Took necessary accident for escalation or remediation of monitored events if necessary

Assumed Lead role in Computer Security Incident Response Process

Coordinate processes to ensure Emerging threats and technology partners understand the process for

Initiating Triage to address possible Computer Security Incidents

Facilitated (Mock) Incident scenarios involving all business units and technical units to be affected

Monitor network traffic for suspicious activity produced by malicious worms, viruses, Trojans, other anomalies

Consoles include NfSM, ArcSight, Nagios, IBM ISS, Tipping Point, and Found stone

Process weekly scheduled Intel server and Internet scans for affected departments. Update and complete change

control documentation. Verify and deploy new virus patterns for servers and desktops

Review current processes and data feeds to establish new content for proactively tracking additional malware sources

Work with engineering staff to see process to fruition

Instrumental in developing a Quality Assurance program for maintaining staff skill levels

Created skills assessment process to ensure all staff were comfortable and aware of the required skill sets needed for day to day operation. In the processing of achieving a personal goal, (to work from home), I presented an alternative that would become our DR process and allow us to relinquish expensive Corporate Real Estate, that was designated as our remote Disaster Recovery Site. This site was an hour drive at a minimum for all personnel

Developer/Business Lead Analyst

October 1999 to August 2002

WELLS FARGO, (formerly WACHOVIA BANK) - Winston-Salem, NC

Developed, implemented, and supported various Voice Response Unit (VRU) and Interactive Voice Response (IVR) applications, as well as VRU/Call Center Technology for the Wachovia and IJL Financial integration

Provided 24 x 7 on-call support with other team members to minimize application down time

March 1996 to October 1999

USAIRWAYS - Winston-Salem, NC

Email Administrator/VM Systems Support: Lotus Notes/Office Vision

Lead LAN Analyst: Provided network/LAN support, including VRU, Image/Workflow, Lotus Notes Windows, DOS and

UNIX

Data Security Analyst: Provided enterprise-wide data security administration. Responsible

for RACF, RSA-secure ID and firewall administration

1.RSA Token Administration

2. Firewall Administration

3. Tripwire Administration

Lead Call Center Support Analyst: Frequent Flyer/Dividend Miles Department

1. Provided application support and development of Frequent Flyer Call Center applications for 300 agents

2. Supervised day-to-day operations of all support. Provided staff training

3. Responsible for maintaining and ensuring that all integrated systems were available at all times to the

Call Center agents to allow for a positive “Customer Experience”

4. On-call and holiday support for any support issues

5.Unix System Admin - Supported Unix Image/WorkFlow system - IBM

Developer Support Analyst

March 1993 to April 1996

WAKE FOREST BAPTIST MEDICAL CENTER - Winston-Salem, NC

1.Supported Wake Forest University Physicians (WFUP) and NCBH billing systems

2. Mainframe and Microfocus COBOL Application support and development

3. Lotus Notes Development

4. Development of Change Control Application for Development staff

Personal accomplishments and endeavors-

Licensed North Carolina Real Estate Broker

Currently pursuing South Carolina Real Estate Sales License

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