Aristides Peppas Email & Phone Number

Ensuring the ultimate DNS filtering cyber security technology is of pristine quality.

Remote

Provide oversight of Cloud Governance working directly with business partners and clients to implement cloud services across USAA. Facilitate meetings to identify needs of each use case to ensure policies and standards are upheld with meticulous and methodical documentation. Engage clients to assist their requests through the Cloud Review Process. Continually analyzing the Cloud Review Process and implementing changes using data driven decisions through Excel and ServiceNow. Identify process gaps and risk areas to improve with automation through the workflow and daily tasks. Defining features and bug fixes to be implemented through Jira. Testing new release features and supporting process enhancements to end users.

Westlake, Texas, United States

Provide tier 2 support to end users through escalations raised from End User Computing Team using a variety of platforms including Desktop Central, Bomgar and Okta. Create and deploy images to new or corrupt machines via WDS and handle logistics to deliver hardware to end users. Ensure accurate data and records in ServiceNow through auditing and fulfillment of Desktop tasks. Procure appropriate hardware to satisfy business needs, leveraging actionable data in ServiceNow. Maintain software licensing through various vendors to ensure steady continuation of business. Implement and maintain Software Asset Management through ServiceNow providing the business with decision making data. Serve as liaison for all technical issues with Executive Leadership Team.

Flower Mound, Texas, United States

In this position, I revitalized business location in duress through analysis of business and operations challenges and long-term solutions development. I fostered and grew a culture of internal employee growth and empowerment, strengthening efficiency and productivity.Key Achievements:• I reduced food cost and waste by 20% with usage optimizations and training, re-training, and consistent management of operations, deliveries, and employees.• I reduced labor costs by 10% with functional cross-training for employees, as well as Manager training to review labor vs. sales in the POS system.• I developed checklists and relevant training materials to streamline operations, reducing overtime requirements.• I increased sales by 30% with 3rd party vendors with establishment of POS integration for customer orders.• I overhauled existing security and firewall issues, including hardware repair and maintenance.

I assumed and defined the newly created Application Analyst role in 2017; I set the foundation of role expectations for leadership and developed training materials for future reference. I streamlined and automated product software operations through regular error monitoring and prevention efforts in Python and AutoHotKey. I also handled technical CFPB regulations passed down from the Dept. of Justice.Key Achievements:• I strengthened user security and removed ongoing vulnerability attacks, and led end-user 2-factor authentication project through requirements gathering, strategic and development planning, and technical logistics management.• I improved team-wide collaboration, diversity, and individual business knowledge with a team-wide knowledge base created with Confluence.• I streamlined support ticket processes in collaboration with Cherwell (CRM) Team; I also reduced time per phone call by an average of 20 seconds.• I increased ticket response time and volume handled by 50% through development and implementation of modernized templates and scripts.• I reduced ticket traffic and improved end-user customer experience by implementing tracking ticket criteria for quarterly analysis and review.• I utilized Splunk for quarterly error reporting and application health checks, as well as data regarding bug fixes within iterations.