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Customer Service Management

Arlington, TX, 76014
August 20, 2012

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**** *********** *****, ***. # ***, Arlington, Texas. 76014



A highly motivated, result driven, team oriented and resourceful internal and operational IS Audit Professional. Equipped with strong industry methodological, analytical, problem solving and communication skills. Seeking to deploy my wealth of unique interpersonal and organizational skills, knowledge and industry expertise towards the attainment of an Organization and Client’s business objectives and IT success.


• ITIL V3/ IT Service Management – candidate

• CISA December 2012- Candidate.


• May, 2012 - July, 2012. Texan Software Consulting LLC. Sunnyvale, California. SAP Security.

• March, 2012- August, 2012. Xigma Consulting Inc. Grand Prairie, Texas. Information Technology Audit and Control Concepts Training Course.

• August, 2011- May, 2012. Southern Methodist University, Dedman School of Law. Dallas, Texas. Master’s Degree in International and Comparative Law.

• September, 2005- June, 2008. The University of Northampton. Northampton, England. Bachelor of Arts Degree (Honors) Law with Politics.

• September, 2004- June, 2005. The University College Northampton. Northampton, England. Northampton International Foundation Program.


• June, 2011- Date. Wells Fargo Bank, N.A. Arlington, Texas.

Personal Banker 1.

o An officer of the bank, charged with the responsibility of assuring the financial success of the clients. I develop and manage business plans aimed at ensuring the goal of helping the client manage their financial assets and helping them succeed financially.

o I work in partnership with other Industry experts to formulate a robust plan for the client to assist the client in achieving housing, credit, insurance and various investment goal s and objectives whilst preserving the integrity of the customer’s personal information and complying with strict industry regulations like the Gramm –Leach- Bliley Act (GLBA) dealing with consumer information sharing and protection of sensitive consumer data.

o I have a consistent and unique reputation of acquiring new clientele for the bank, as such generating thousands of dollars in revenue for the bank, a track record of attaining set quarterly goals in product and services sales and also customer service experience.

o I work as the lead of a dedicated team of banking professionals that prepare the branch for the yearly internal Store Operation Control Review (SOCR) Audit, also work closely with Qualified Security Assessors (QSA) for PCI DSS Compliance.

• May, 2010- June, 2011. Wells Fargo Bank N.A. Arlington, Texas.

Lobby Teller

o Member of an elite team of bank professionals that provide outstanding customer service to the clients.

o Working daily to maintain and assure the client’s data information integrity, security and privacy in compliance with PCI DSS standards, I provided the client with a wide range of banking services covering monetary and non-monetary transactions.

o I was promptly recognized and promoted to the position of a personal banker following my exhibition of extraordinary expertise in my job roles and for going above and beyond to attain the objectives of my role in furtherance of the attainment of the overall business objectives and vision of the bank.

• September, 2009- October, 2011. Xigma Consulting Inc. Grand Prairie, Texas.

IT Auditor

o Applying risk based audit methodology to create annual audit universe and applicable controls in any given audit engagement;

o Identify, develop and test internal control, policies and procedures within business operations and information technology environments;

o Communicate and interact with different levels of management on audit issues and manage audit engagements from entrance through closing conferences;

o Review the adequacy of critical controls such as Access Control, Audit log events, Data Integrity and Security, Segregation of duties, Change controls and management, Quality Assurance testing, Incident Management, Release Management, etc. for critical business applications and systems such as ERP, Web Applications, Firewall, Network, Database, Operating systems, Remote access connectivity devices etc. to mitigate any potential risks;

o Review systems and application’s weaknesses and strengths as well as recommend the appropriate compensatory controls to mitigate against potential risks;

o Review the end to end processing, transmission and storage of credit card or debit card information in adherence to PCI DSS standards;

o Ensure the customer’s privacy is maintained at all times by protecting the PAN information in the custody of the Organization, as well as conduct privacy compliance reviews;

o Conduct detailed review of all 12 PCI DSS control elements covering wired and wireless Networks, Security policies and procedures, Firewall, access controls, Security Awareness Programs, Vulnerability analysis, Penetration testing and Segregation of Duties control amongst others;

o Conduct detailed review of the Approved Scanning Vendor (AVS) results and internal vulnerability scan report. Ensuring critically noted exceptions are remediated in accordance with management action plan within the target completion date;

o Ensure compliance element exceptions are brought to the attention of senior management for immediate resolution (Attestation form completion, SAQ, inventory of PII/PCI applications etc.);

o Conduct continuous audit of SOD in critical applications to ensure unique profiles were created based on user’s roles and authorizations, information accessed on need to know basis amongst others;

o Review and test for SOD and access controls in SAP to ensure compliance with SOX 404 and 302;

o Conduct application (SAP) review and ensure business objectives are met;

o Audit job processing, job scheduling and monitoring in SAP R/3 and SAP Netweaver;

o Conduct full review of the organization’s Disaster Recovery Plan and readiness- the Business Impact Analysis (BIA), DR Plan, Call Tree, Annual testing of the DRP, Warm, Hot or Cold Site adequacy, critical processes and application listing and ranking etc.;

o Measure the adequacy and quality of IT services delivery through the review of key controls in Incident Management (Help Desk), SLA, Problem, Release and Change management.

o Skilled Project Management expert going through the different System Development Life Cycle SDCL phases.

o Available for extensive travel for audit engagements.


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