Security Specialist Room Manager

MATTHEW VAN OENEN PAAUW

***** ****** ***** *** *** Hagerstown MD 21740

Cell Phone: 301-***-**** *****@*******.***

QUALIFICATIONS SUMMARY:

I started at entry level positions due to college and I had different objectives... I took a long and much more difficult road to reach management, upper management, and business ownership. With consistent top-level results in my own sales, marketing, and strategic path, I was able to see areas that I could streamline, change, or modify, while not stepping on toes, egos, and territory. I was able to go from sales into training/ floor/team supervision coaching veterans and rookies, bridging out into security training for every roll. I also modified and adjusted roles and expectations. Teams that performed in the top 20-25% moved into the top 5%. Security and procedures were taken from “if it doesn’t inconvenience me” to second nature and fluid. By delivering unique and effective goals, developed cutting edge tools if needed, or an updated interactive training, tailored to the team and individual, while making it fun -even Compliances- often this will metamorphosis to clients and 3rd parties allowing me to improve vendor relationships.

Excellent PC in both hardware and software, design, and implementation. Linux, Microsoft Home, Enterprise, Azure, Server) G-suite, Cloud (AWS, Google) Virtual Box, VMWare, Python, ERP (Oracle, SAP), Network Security using IDS, IPS, Incident Response, finished the college Certification in Advanced Network Security, Phi Theta Kappa member,

Office 365, MS Teams, Zoom meetings with end-to-end encryption or alternate security framework. Wireshark, Kali Linux, and Cloud SaaS, PaaS, Tactical Defense tailored to the company, its footprint both digital and physical, while still providing a highly organized snapshot or detailed report, both written and verbal formats to every single employee. Without security conscious and up to date trainings for people, all could be lost, held for ransom, leaked, or stolen because of a simple email, message, or social engineer.

*Currently Enrolled in Hagerstown Community College Cyber Security and Digital Forensics Programs* Phi Theta Kappa* Graduation ETA Spring 2022. Accepted into UMGC’s Cybersecurity program to complete my BA*

Citibank

Credit Operations/Analyst with Judgmental Lending Authority

Hagerstown Maryland

March 2015 to 2020

- Credit analyst with judgmental lending authority to ensure proper credit lines are given to applicants by reviewing overall credit profiles, DTI, income, and assets for pinpoint placement of lines of credit.

- Consistently in the top 10% of all metrics, while my Quality Reviews for both compliance, flow, accuracy, and correct dispositioning and proper notation were always 98% and above.

- trained in Best Buy, Home Depot, Sears, and Specialty Merchant for new accounts verification, adverse action, and credit line increases, as well as highly trained on OFAC SDN and CSL (Non-SDN) list, accurately identifying possible threats, groups, entities, businesses, as well as groups not specific to a country or area with sanctions imposed, such physical locations and transportation modes that are flagged for further review for possible trafficking, smuggling, etc. Can be very confusing and mentored many new hires in proper procedures of ‘hits’ and ‘matches’. Assisted with back-office review of ‘matches’ to ensure there were no errors.

- effectively handle upset and irate customers with account closure or credit line issues professionally and patiently, adapting to each personality to diffuse complaints and issues thoroughly to best ensure customer satisfaction and loyalty

- verify applicant information to the Credit Bureau Report pulled to ensure accuracy and follow security protocol with Fraud Statements and Credit Freezes to verify identity, minimize fraud and identity theft

- floor walk to coach and assist new hire questions and facilitate accurate and efficient execution of policy and procedures when they begin taking calls,

- have been trainees “jack in” with me to listen to live calls and coach them on system navigation and utilization to reinforce their confidence in efficiency, product knowledge, and how to create a lasting impression that each person they speak to will say was an unparalleled experience

First Data

Hagerstown Maryland

Senior Contact Center Rep

Oct 2013- Jan 2015

Chargeback Response Center

-leading and guiding merchant clients in responding to and overcoming credit card disputes -well versed in many aspects of finance to quickly, accurately, and efficiently coach merchant questions.

-well versed on Consumer and Merchant financial laws, timeframes, and recourse for chargebacks both valid and fraudulently filed.

- always in the top 10% of metrics, and always in the top 1, 2, or 3 in overall call times, hold times, and virtually 0 aftercall statuses.

-team player willing to assist, aide, and guide new hires questions and coach when necessary -always willing to go above and beyond when the team needs assistance

Chuck E. Cheeses

Assistant General Manager/Game Room Manager July 11 - Feb 12

Gaithersburg, Rockville, and Hagerstown Maryland

-Led and maintained Game Room budget and P & L. Brought budget and number of tickets per token issued per game back into company standards

-In charge of BOH, ordering, and food cost. Brought food cost back into company standards

-Analyzed and prepared Excel spreadsheet detailing sales and key item profitability

-increased daily metrics by designed forecasts that lead to higher productivity levels, consistently lower food costs, and accurate order times

- assisted in interviews, hiring, and training new hires, trained key players for promotions to team lead positions

Long John Silver’s/A&W

Assistant General Manager Sept. 10 - June 11

Capitol Heights Maryland and Charleston WV

Managed store level profit, cost of sales, and inventory control metrics; consistently executed above company standard in all areas

Designed and implemented spreadsheets, systems, policies, and procedures to assist us in controlling labor and inventory costs; cut our store inventory loss from 3.6% to .8% and increased sales per man hour and productivity by 18%

Leading member of company financial team assigned to audit other stores books and coach them on how to maintain integrity of all paperwork, financials, reports and how to drive metrics to improve store profitability

Liberty Financial Systems

General Manager

Orlando FL Mar 08 - Apr 10

Started company with 10 employees and grew to over 100 reps, agents, leads, and supervisors.

Increased profits, not sales, profits to six figures within an 8-month timespan, across multiple merchant accounts, very low chargeback rate, cancelation rate was below 1% due to extremely well put together retention team that was easy to reach via phone, email, or VOIP, patient and understanding, while having incredibly in-depth knowledge of policy, procedure, time frames, while delivering one thing. The truth.

Implemented unique and effective trainings for new hires, updated and subtle approaches for veteran employees, thus a compliant, armed to the teeth with knowledge that will help today, industry trends and selling points

Maximized 3rd party vendor relations in several countries outside of North America to accommodate client questions, concerns, troubleshooting, and advice.

EDUCATION:

-Finishing AAs in Cybersecurity and Digital Forensics at Hagerstown Community College and continuing my bachelor’s and UMGC.

-Member of Phi Theta Kappa Honors Society

*Advanced Network Certification program completed Dec 2020.*

-Mobile Dynamics in Phoenix, AZ MECP (Mobile Electronics 1st Class Certified Professional, MECP Security Specialist)

-1st Class Installer Certificate, 2000 Graduate with honors

-Attended Calvin College in Grand Rapids, Michigan 1996-1998 studying Psychology

- Cofounder and Instructor for the College Martial Arts programs and NCAA Compliance

-1996 Graduate of Mission San Jose High School, 41717 Palm Ave., Fremont, CA 94539

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