SUMMARY:

• Responsible for planning and directing the market security program.
• Accountable for ensuring security programs and strategies of the organization are effectively implemented and maintained.
• Directing facility assessments, recommending security resources and or equipment, conducting personnel training, implementing policies and procedures which ensure protection of company personnel, assets and information.
• Managing contingent work policy and its compliance. Managing activities of technical and support staff within the department. Budgetary responsibility for outsourced security services.

TECHNICAL SKILLS:

ICOMS, AAD, CSG, ISSUETRAK, Vanderbilt, WIN - Pac, Brivo, OMSE and WinDSX. Also, proficient in Excel, Microsoft Word, Power Point, Share-point, and Outlook.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Access Manager

Responsibilities:

• Responsible for security related training programs such as workplace violence policy and training, robbery training, etc.
• Oversees both internal and external investigations relating to all division security issues including financial, employee, fraud, and theft of service investigations.
• Serves as liaison between Confidential and law enforcement personnel.
• Establishes, implements, and monitors, theft of service and subscriber fraud procedures.
• Establishes, implements and monitors incident response to theft and plant damage.
• Establishes, implements and monitors specific business continuity management / crisis management efforts decided on by senior management.
• Responsible for departmental response to threats, internal / external / and domestic.

Confidential, Charlotte, NC

Security Operations Analyst

Responsibilities:

• Assist in identifying security risks and exposures by participating in security reviews, evaluations and risk assessments.
• Analyzed Confidential contained in reports, RMS cases, and complaints - Identify the underlying principles, reasons, or facts of information by breaking down information or Confidential .
• Analyze events and statistical information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Collaborated with management to develop operational and departmental policies and procedures which support risk mitigation strategies and operational processes.
• Assisted internal and external customers with the identification, evaluation of security threats and the subsequent delivery of solutions to remediate these threats.
• Notified and educated customers regarding security, fraud, abuse or legal matters pertaining to copyright, clone modems, botnets, malware, hacking, wireless security and high phone/internet usage.
• Block potentially fraudulent international calls, and quarantine internet access privileges.
• Facilitated training via web-ex when necessary.
• Communicate with all levels of management, follow methodologies, and create/present clear, concise deliverables.

Confidential, Charlotte, NC

Confidential Management and Digital Phone Provisioning Specialist

Responsibilities:

• Participated and maintained ongoing Confidential tracking reports, i.e.; installation issues, customer issues, service performance, etc.
• Performed the internal ordering quality control using ICOMS and OMSE to ensure all orders were submitted to the CLEC partner.
• Directed day to day efforts of the current external digital phone partner and with any and all future alternatives adopted by the business.
• Ensured compliance with all departmental procedures including preparation and distribution of all reports, delivery of work, product, and meeting project.
• Developed and maintained an effective business relationship with external partners as well as all internal support and business organizations to ensure effective collaboration, inclusion, and synchronization occur within our organization.

Confidential, Charlotte, NC

Supervisor

Responsibilities:

• Resolved all customer related issues including escalations with focus on superior customer satisfaction.
• Worked with peers, as well as other departments to retain important information to better assist handling customer concerns and complaints in a timely manner.
• Coached and supervised a team of 70 customer service representatives.
• Assisted with overseeing the operation of customer care systems and the recording of all required information.
• Used discretion to develop the implementation of policies and procedures to provide more efficient and relevant customer service processes.

Service Technician

Confidential

Responsibilities:

• Conducted cable drop replacements, checked signal strength applied internally and externally at the customer’s home. Completed daily paper work for trouble calls, while multi-tasking throughout the day.
• Minor installations of converter boxes, high-speed Confidential modems, and digital phone MTA’s.
• Maintained current competency in cable rewiring, Confidential testing, reconnect and disconnect of cable services, and the installation in multi-dwelling units.
• Solved technical problems with customers and technicians through effective verbal communication.
• Applied working knowledge of CLI requirements, testing and repair.