Information Systems Technology

Jose Quirindongo

*** **** ***** ***** #* • Austin, Texas 78753 •

Phone 512-***-**** • E-mail: **********@*****.***

Objective

The strongest assets I bring to my future employer are my years of experience in Telecommunications/Information Technology and my education as demonstrated by obtaining my Master’s Degree of Science in Information Assurance. Cyber Security was the main focus of my studies. I have worked both independently and, in a group, setting. I am flexible and goals oriented. I think problems are not obstacles but opportunities to learn and grow. Looking for the opportunity to prove myself as an outstanding employee for your company.

Employment

03/2024 – 09/2024 Applied Research Labs: University of Texas at Austin

Information Systems Security Officer

Duties: Main coordinator for support and assistance in conducting audit interviews and preparing interview notes, performing audit tests, and develop and monitor remediation plans for identified issues. Provided assistance in the daily requirements of the Communications Security Program (COMSEC) for the Applied Research Laboratories: University of Texas at Austin (ARL) location in accordance with government requirements. Verified that laboratories wide information security standards, policies, and practices are being followed, and closely coordinate with and provide training and guidance to others within the laboratory, on ensuring and maintaining the security posture of all information systems as well as implementing security control requirements. Responsible for assisting in the verification that classified information systems meet the Risk Management Framework requirements for National Security computing environments as defined by the National Institute of Standards and Technology 800-Series, and the Defense Counterintelligence and Security Agency Assessment and Authorization Process Manual. Appointed and authorized for conducting the professional auditing of collateral classified Information Systems at the Applied Research Laboratories: University of Texas at Austin (ARL), in order to maintain compliance with the DCSA Assessment and Authorization Program Manual (DAAPM).

04/2022 – 09/2023 Wipro Limited for Facebook/Meta

Project Engineer/Triage Specialist

Duties: Point of contact for reporters and engineers that submit internal reports for network’s unexpected problems with software in different platforms. Routed and released issues to specific departments of engineering, design, or product development’s points of contact. Tester of internal proprietary products and informer of concerns to product specialists to ensure proper fix. Excellent communicator and developer of insight that shows expert opinions that are part of critical scenarios impacting the business. Collaborated with different product teams for cross product projects and maintained triage quality via reviews and performance reports.

09/2020 – 02/2022 Faneuil Inc.

Team Lead/Supervisor

Duties: Immediate point of contact for employees in a team setting overseeing their duties and performance. Avid enforcer of company’s rules, regulations and established security protocols. Responsible for the access, maintenance and proper functionality of their software tools and applications used for their job’s production. Constant communicator to the manager in regards to team members achievements and concerns. Provider of daily insight addressing concerns with the SAP CRM application and correcting drawbacks and deficiencies encountered by any representative. Approver and reviewer of timecards, correcting discrepancies on the spot. Determined and exceptional searcher for talented, motivated and qualified agents that can work and increase their skills by supporting various departments within the company. Giver of solutions for faulty processes and escalations. First responder and source of coaching and mentorship of team members to convey discrepancies in their performance, attendance, behavior and conduct. These motivational sessions supply the agent with the drive to overcome weaknesses, turning them into strengths. Exceptional motivator for other team members to achieve their full potential and to gather feedback that is essential to make us a better company.

05/2018 – 03/2020 Accenture for Google, Austin Texas

Customer Support Representative

Duties: Point of contact for customers to ensure proper access to subscriptions. I support the daily incoming traffic of phone calls to the center addressing the customer’s issues. The issues range from access, support of devices to access subscription, billing questions and unavailable content from different networks. I educate the customer with new developments in their subscriptions and provide detailed information about updates and changes in processes. As a manager for their subscription, I’m able to provide the status of the subscription and other tasks. These tasks are subscription cancellations, refunds and information about forms of payment. I escalate cases that need extra care and resolution. After the case is corrected, I provide follow up for closure and resolution.

05/2016 – 03/2018 TELUS International, Austin Texas

Workforce Real Time Analyst

Duties: I was responsible for the real-time and/or intraday management of resources to ensure the center workforce is available for the day-to-day operations to which they will respond and manage a forecasted volume of incoming calls and chats at the desired service level. I coordinated appropriate staffing allocation and availability of call center staff to achieve the service level objectives. I monitored the workplace to ensure optimal staffing levels are maintained. I adjusted the intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using the Verint system, current trends and historical data. I administered all volume contingency action plans as deemed necessary and appropriate. I ran and analyzed reports and make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. I processed daily exceptions requests; I updated schedules and other requests. I ensured that all reports originating from my department were accurate and reliable. I assisted with the integration and implementation of new call center technologies and I assumed and performed other duties and responsibilities not specifically outlined here but which are logically and properly inherent to the position.

10/2015 – 05/2016 TELUS International, Austin Texas

Customer Support Representative

Duties: Supported the daily operations of the call center, providing customers with information, updates, and other useful information. Some of the tasks and responsibilities included interaction with customers via phone and e-mail channels; document all information using the standard operating procedures of the company, handled customer inquiries, research information using approved channels, and updated customer with current information if available. Other tasks included identifying and escalate priority issues, route calls to appropriate resources and complete cases using a ticketing system or cases software.

04/2013 – 12/2013 Mega Path Corporation, Austin Texas

Network Provisioner/Disconnections Agent

Duties: Provided expert analysis and guidance regarding different technologies that customers can choose for their Internet service. These technologies are Wireless, DSL, and Cable among others. Once the technology is chosen by the customer, agent provides support with disposition of the order in the system and follow up on the various stages. I provided status to vendors and project managers when necessary and created orders correctly. Worked briefly for the Disconnections department. I was assigned multiple clients that needed to disconnect their services and provided support for other team members via telephone and e-mail coverage. I created escalations on orders that needed attention and tracked the progress of these orders accordingly.

03/2012 – 01/2013 Home Depot Technology Center, Austin Texas

Customer Support Representative

Duties: Point of contact of day-to-day operations at the center providing the associates a solution to their problem or problems via telephone, in support on these subjects: Hardware such as Desktops, Laptops, Printers, Store registers, Blackberry devices, and other equipment, Software support for Windows 7 operating system integration on desktops, laptops, and registers, and some other Windows related applications (MS Outlook, MS Word). Security issues like password resets, SAFE request verifications, and other user account related issues. Created escalations based on events of significant importance such as servers being down, application outages, store problems involving no power, no internet and phone services not available. Also, I was selected to be a member of the Windows 7 operating system deployment team, being responsible of helping and assisting the callers and users with problems arising during and after deployment of the software to their stores.

11/2010 – 03/2011 ACS Healthcare/Texas Medicaid & Healthcare Partnership, Austin Texas

Customer Support/Verifications Agent

Duties: Worked in a call center doing data verifications using the Internet, RATS and Phoenix work applications, with the goal of updating data for client’s insurance policies. Researched different processes concerning insurance policies and maintained the database accurate with additional information when available.

09/2005 – 06/2010 Unisys Corporation, Austin Texas

Customer Support/Helpdesk Analyst

Duties: I was the initial point of contact of support for customers, providing comprehensive services and technical knowledge to solve complex problems. I supported the users via the telephone or by e-mail, depending upon the physical location of the IT related problem. I was responsible for supporting the users on these topics: Hardware such as; laptops, desktops, PDAs (Blackberry and other devices), and printers. Software technical support for products such as; Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, VPN (Virtual Private Network) issues, Internet connectivity and Wireless troubleshooting and installation and reinstallation of software when necessary. Security issues, including password resets, account creations, account verifications and other topics of a security nature. Network issues including mapping network drives, file restoration issues, and provided guidance and share expertise and other information with the end user.

For this position having a broad knowledge of IT applications and services specific to the customer was my priority and having knowledge of different processes and applications to dispose the trouble call for immediate resolution was accomplished.

I also created dispatches for other technicians, and routed them to the appropriate 'hands on' technical resource that will then troubleshooted the task and reach a solution.

02/2001 – 02/2004 US Navy (Active Duty) Special Operations

Command South, Naval Station Roosevelt Roads, Puerto Rico

Telecommunications Assistant/Radio Room Operator

Duties: I worked with Communications equipment and gear in a Communications Center where I entered, verified and processed messages, and performed data and voice communications via Secure/Non- Secure radios essential for missions in our area of responsibility in a timely and orderly fashion. Made corrections to the message database (Tactical Message and Gate guard systems), maintained files and records of important messages. I also resolved data discrepancies and provided quality assurance. I participated in staff meetings, and department training sessions when necessary. Other duties included orientation and training for temporary and permanent personnel on Communications Center gear. I was also responsible for the Command’s Audiovisual equipment; its maintenance and set up for official functions. I worked with computers daily using most of the Microsoft applications that we use today. I worked with cellular phones and pagers, maintaining the inventory for them and doing repairs to that equipment when necessary.

01/1998 – 01/2001 US Navy (Active Duty) USS Kauffman FFG-59

US Navy ship, home ported in Norfolk, Virginia

Information Systems Technician-Radio Room Operator

Duties: I worked with Communications equipment in a Communications Center where I drafted, verified and processed messages, conducted data and voice communications via Secure/Non- Secure radios, cryptology equipment, satellite antennas, circuits and computer equipment, essential to support out mission. Made upgrades to the GATEGUARD message system and maintained files and records of important messages. I participated in departmental training sessions enhancing personnel potential and knowledge. Other duties included Damage Control/Firefighter and Supply representative. I worked with computers daily using most of the Microsoft applications that we use today.

Education

03/2018 Strayer University – Austin, Texas campus

Obtained Master of Science in Information Assurance

09/2016 Strayer University – Austin, Texas campus

Obtained Bachelor of Science in Information Technology

with a concentration in Cyber Security

10/2014 University of Phoenix – Austin, Texas campus

Obtained Associate of Arts with concentration in Database Development

05/1992 Ponce High School – Ponce, Puerto Rico

High School Diploma

Certifications

CompTIA Security+ Certification (Current)

Languages

English-Fluent (Speak, Write, Read)

Spanish-Fluent (Speak, Write, Read)

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