Support Specialist Analyst
Resume:
Carlos G. Cardoso
Darien, IL *****
Email: **********@*******.***
Summary:
Experience in Information Security Management, reviewing vendors documented Security Standard, Policy, and Procedures, Risk Management, DLP process and tools, Network Architecture, Data Flow Diagrams for data in motion, data in use, and data at rest, System Security, and Disaster Recovery plan and testing.
Provided SOX Compliance & Internal Audit services to various industry-leading clients that included planning & scoping; managing & executing interim, roll forward & year-end SOX control testing; performing walkthrough interviews; documentation as well as evaluation of key SOX controls to ensure adequacy in design and operational effectiveness; acted as liaison to manage relationship between external SOX consultants, internal audit department, external auditors and client management; regularly provided information to client management on progress and issues related to SOX initiative; facilitated timely and adequate Remediation Plans between business units and external auditors; and ensured timely completion of quarterly and annual SOX Certification process and signoffs.
Managed SOX adherence & compliance requirements for all Investments Business Units including ensuring an adequate internal control environment through Continuous Audit Monitoring and Risk Management of all planned Management Strategies such as Implementing or Decommissioning Investments-related applications, systems and processes; BIS Operations-related Change Management; as well as ensuring External Asset Management adherence to regulatory and statutory compliance requirements.
Managed relationships and communications with collaborating stakeholders such as External Auditors, Internal Auditors, Corporate Accounting and Executive Management to resolve and remediate all audit findings and material financial errors in a timely, adequate and complete manner thereby supporting and generally validating Investment's Management Assertions.
Experience with researching, evaluating, designing, and testing, recommended plan of implementation of new information security technologies.
Experience Defining security configuration and operations standards for security systems and applications, including policy assessment and compliance tools, network security appliances, and host-based security systems.
Network security experience with Cisco technologies, Routers, Switches, and Firewalls.
Experience with VMware server virtualization technologies.
Experience developing, implementing, and communicating Security Policies and Procedures, Standards, and Guidelines.
Designed, implemented, and supported advance and diverse technical solutions that address complex business requirements.
Provided 24x7 on call Production support duties on a rotation basis for level 3 and level 4 for Window, and Applications running on Oracle databases, and Apache Tomcat for over 1000 users.
Worked with Development to fix client’s Oracle Applications and databases issues using SQL and PL/SQL procedures, and UNIX Korn shell scripts.
Executed and Reviewed Software Unit Tests (SUT), user acceptance test (UAT), and Software Validation Protocols (SVP) extracted from Documentum 5.0 for Maximo Application Releases running on Oracle databases.
Technical skills:
OS: UNIX, Linux, Rsam, Control-M, Win XP, Win 7, Win 8, Win 10, Win AD
Languages: SQL, PL/SQL, SQR, C/C++, COBOL, and KORN SHELL, Power Shell, WMIC, JCL, Mainframes, CICS, VMS, Java scripting, VDI
Databases: Oracle Database 11.0, Informix, Oracle Enterprise, MS Access
Hardware: IBM PC’s and Laptops, SUN and NCD UNIX Stations, HP-UX, AIX, and Microsoft SQL servers, Cisco Switches, Routers, Citrix VPN, and Firewalls
Software: AMDOCS Application, Oracle Financials Applications V11.5, and V11i 5.5, Epic, Salesforce, SQL, SQL/PLSQL, Developer 2000 2.0, Oracle Reports 2.5, Oracle Forms 4.5, Crystal Reports 8.5, and SQR Brio Reports 6.1.3, Toad 10.0, Test Director 8.0, Visio 2010, MS-Office Suite, MS-Project 2010, Active Directory, Office 365, SharePoint, LANDesk, Lansweeper, Bomgar, ArcSight, Documentum 5.0, Ghost PC Imaging, VMware, VOIP, Maximo 6.2, HTML, XML, Apache Tomcat, Citrix Logging tools, VPN, WebSphere, Remedy 7.5, Wily, WebLogic, Wyse, Peregrine, Service Now ticketing system, Control-M..
Professional Experience:
Pace Systems Inc./UIH Chicago, IL August/2022 – Present
Provide technical support to computer hardware and software.
Upgrade user devices to Win 10 running on various Lenovo platforms and installed standard applications.
Troubleshoot issues and task logged in Service Now ticketing system.
Utilize support tools and resources necessary to get the job done, AD, End Point Mgr, Netdb, Wyse, set VPN, set Citrix, VPSX, image desktops and laptops using SCCM.
Setup and troubleshoot Lexmark, Canon, various other printers running on the network.
Troubleshoot Network issues, by checking Jack activation, assigning IP addresses, and Mac addresses using Infoblox.
Interact with technical SME and Management staff.
Vbeyond Consulting/R1 Arlington Heights, IL July/2021 – August/2022
Technical Support Specialist
Upgrade users from Win 7 to Win 10 running on various Lenovo platforms and installed standard applications.
Troubleshoot issues logged in Service Now ticketing system.
Utilize support tools and resources necessary to get the job done, AD, End Point Mgr, Connect Wise, set VPN, set Citrix, image desktops and laptops using SCCM, FedEx label creation app.
Set and reset bit locker key for users.
Interact with technical SME and Management staff.
Deployed new image desktops and laptops.
Smart Source Consulting/PepsiCo Chicago, IL June/2019 – November/2019
Technical Support Specialist
Upgraded user’s hardware (laptops, printers, MacBook, access point) and software applications.
Upgraded users from Win 7 to Win 10 and installed standard applications.
Answer phone calls and emails to troubleshoot issues logged in Service Now ticketing system.
Advance Application Support.
Utilize support tools and resources necessary to get the job done.
Interact with technical SME and Management staff.
A3 Consulting /River Heights Veterinary Hospital January/2019-February/2019
Technical Support Specialist
Oversee installation of Network cabling and configurations of ports to be use with 3 other techs.
Upgraded office hardware (laptops, printers, cameras, and access point).
Provided input to operations and service level agreement reviews.
Interacted with technical SME and management staff.
Responsible for Go live post support.
Allstate Insurance Co. Northbrook, IL/Peterson Technologies April/2018 – May/2018
Production Support Analyst
Monitor and identify events, and operational issues in Salesforce production.
Ensure the production support of applications on day to day activities by monitoring issues on Salesforce.
Ensure governance of operational, compliance, regulatory, and control documentation.
Provide input to operations and service level agreement reviews.
Prioritize events based on severity and urgency; escalate as appropriate to the appropriate support team.
Raise and escalate change requests and oversee the implementation of technical and administrative changes.
Oversee operational data collection for reporting purposes.
Interact with technical SME and management staff.
Ensono, LP Downers Grove, IL June/2017 – September/2017
Production Support Services Analyst
Responsible for providing Mainframes and distributed system monitoring, support incident management at Level 2 for various clients.
Monitored automated Control-M jobs, Servers, and Applications processes, and take appropriate action based on SLA.processes and take
Troubleshoot and Restart batch jobs services using Control-M, Mainframes, and Window servers.
Analyze and Access existing systems, interface requirements, and business processes.
Monitor, evaluate systems and procedures, and safeguard internal networks and databases
Ensure compliance with regulation and privacy laws regarding PCI, PII.
ADP, Elk Grove Village, IL /Future wave January/2017 – March/2017
Technical Support Specialist
Help customers develop the skills and confidence to use ADP products with ease.
Provide support that makes ADP integrated solutions stand out in an increasingly competitive global marketplace.
Analyze existing systems, interface requirements, and business processes.
Mapped incoming data for storage and reporting to Oracle databases.
Build long term relationship and trust.
Ensure compliance with regulation and privacy laws regarding PCI, PII, and HIPAA.
Interact/collaborate with ADP associates in sales and customer service.
JPMorgan, Chase/ Collabera Chicago, IL June/2016 – August/2016
Application Production Support Analyst
Responsible for providing 24 x 7 Application Production support coverage.
Perform troubleshooting, ticket updates, escalation, resolution and reporting of incidents of the production environments.
Manage Data Loss Prevention program (DLP), risk assessment, and data classification.
Support incident management, using troubleshooting and SQL skills regularly with other technology groups including Development, Data Base Administration, and Quality Assurance (QA), Infrastructure (Networking, Systems and Storage, Build and Deploy, and Operations) as well as CAS (Client Application Support) which communicates directly with customers.
Ensure compliance with regulation and privacy laws regarding PCI, PII.
Interact with SME and Management staff.
Aon Hewitt/Randstad Group, Deerfield, IL September/2015 – November/2015
Customer Service Specialist
Perform benefit enrollment for active and retire employees for major companies.
Communicate with customers via phone and email.
Provide knowledgeable answers to questions about medical plans, pricing, and availability.
Use of Citrix log on tools.
Use of Oracle, SAP, and Lotus Notes databases.
Comply with PII and HIPAA policy and procedures.
Reset and provide password for web and Access Direct systems.
Perform risk assessment on data flows.
Perform other duties as assigned, Interact with SME’s, and Management staff.
US Cellular/CRS Group, Wood Dale, IL May/2014 – July/2014
Application Support Analyst
Identify, troubleshoot and resolve AMDOCS application issues and code defects.
Identify and document ongoing maintenance requirements.
Perform unit, system and integration testing and participate in capacity / performance testing of applications.
Monitor and assign analysts’ workload in the TOPS Triage queue in Assignment Pending ticket status and distributed throughout the AM/PM shifts groups.
Respond to emails from IT management and Technical support groups, asking for feedback on incident activity and statuses.
Use of command line for Dos, Unix, SQL, Wmic
Interact with SME and Management staff.
PC Connection, Itasca, IL August/2013 – February/2014
Migration Support Analyst
Provide level 2 supports to over 20,000 window applications users with LANDesk remote tools.
Liaison between the technology migration team and the business units.
Create and Deliver Migration Approach documentation.
Use of command line for Dos, Unix, and SQL, Power Shell
Work with the migration team as well as the business units FA to foster a smooth transition from the current legacy system platform to the new platform, saving the company time and money.
Performs troubleshooting of supported desktop operating systems, applications, and Citrix VPN.
Documents system problems and resolution for future reference.
Perform image builds for user on all Window 7 and Window 8 operating systems.
Perform custom software distribution to all Window 7 and Window 8 operating systems.
Perform other duties as assigned and interact with SME’s and Management staff.
Walgreens Co. Lincolnshire, IL June/2011 – November/2012
Sr. Information Security Analyst/Migration Support Analyst
Provided level 3 and level 4 supports to window applications and Oracle databases to over 1000 users and 200 vendors.
Reviewed HIPAA info for compliance, Testing and Auditing of Sarbanes-Oxley, and reviewed SSAE-16 reports.
Knowledge of Information Security risk, regulatory, or compliance responsibilities
Experience reviewing vendors documented security standard, policy, and procedures.
Researched, evaluated, designed, and tested, recommended plan of implementation of new information security technologies.
Experience reviewing guideline and policies, such as, user authentication rules, security breach resolution procedures, security auditing procedures, use of firewalls and encryption routines, change management procedures, and business continuity and disaster recovery, DLP documented process.
Understanding of intrusion, Experience and knowledgeable with audit frameworks such as ISO 27002, COBIT, HIPAA, PCI-DSS, detection system, perimeter defense, network topology and VPN communications.
Experience Defining security configuration and operations standards for security systems and applications, including policy assessment and compliance tools, network security appliances, and host-based security systems.
Experience gathering CPNI (Customer Proprietary Network Information), and Citrix VPN.
Experience with Information Security Metrics, dashboards reporting using SharePoint.
Evaluated security controls employed by Cloud service and other third party providers to ensure Company’s information assets are adequately protected.
Worked with the migration team as well as the business units to foster a smooth transition from the current legacy system platform to the new platform, saving the company time and money.
Education:
Master of Business Administration, Completed
Webster University, Orlando, Florida
Master of Arts in Management, Completed
Webster University, Orlando, Florida
Bachelor of Science in Computer Information Systems, Completed
DeVry University, Addison, Illinois
Contact this candidate