Create and manage model for governance and reporting within the Information Security Risk Management group that provided a monthly view of health, including relevant metrics, control ratings, and aligned issuesLead initiatives to increase efficiency and accuracy of Cybersecurity metrics through metric automation activities and establishment of validation activities for metrics related controls Collaborate with Cybersecurity teams to establish uniform governance model for… Show more Create and manage model for governance and reporting within the Information Security Risk Management group that provided a monthly view of health, including relevant metrics, control ratings, and aligned issuesLead initiatives to increase efficiency and accuracy of Cybersecurity metrics through metric automation activities and establishment of validation activities for metrics related controls Collaborate with Cybersecurity teams to establish uniform governance model for monitoring and escalation of the overall health related metrics, controls, and issues through the use of single pane of glass views Through mentor activities and team training, reduced metric creation timelines while further increasing accuracy and eliminated single point of failure during metric reporting periodsReduce risk aligned with industry standards and regulatory requirements by improving system of record mapping to align appropriate controls within the environment to demonstrate coverage while identifying gaps requiring escalation to leadershipFacilitated control generation activities to ensure that new Information Security Evaluation tool is aligned to processes and procedures for accurate and timely security assessments of applications with the Wells Fargo enterprise application suite Show less

Engineered technology quality assurance program for internal audit, creating a strong focus on validation of technology controls, resulting in a reduction in risk due to alignment with industry standardsFurther risk mitigation efforts through successful review of audit execution, specifically in matters requiring attention (MRA) focused in the technology process areas as identified by the Office of Comptroller of the Currency (OCC) and Federal Reserve Bank (FRB)Influenced a team… Show more Engineered technology quality assurance program for internal audit, creating a strong focus on validation of technology controls, resulting in a reduction in risk due to alignment with industry standardsFurther risk mitigation efforts through successful review of audit execution, specifically in matters requiring attention (MRA) focused in the technology process areas as identified by the Office of Comptroller of the Currency (OCC) and Federal Reserve Bank (FRB)Influenced a team of four, focused on review and validation of enterprise technology controls work, including access management, vulnerability remediation, and end-of-life products Strengthened risk and control programs through process review and advise on enhancements and updates to increase effectiveness of policies and processes regarding technology within the environmentProvided targeted focus of technology processes and controls through creation of specific audit review program, maximizing the focus on areas of opportunity within the organization Show less

Through partnership with internal audit and enterprise risk management, identified control deficiencies within the organization focused on access management, third-party risk, and change managementLead collaborative remediation of Office of Comptroller of the Currency (OCC) matter requiring attention (MRA) involving enterprise privileged access management Advanced the level of security of the enterprise through risk assessment activities involving access management and… Show more Through partnership with internal audit and enterprise risk management, identified control deficiencies within the organization focused on access management, third-party risk, and change managementLead collaborative remediation of Office of Comptroller of the Currency (OCC) matter requiring attention (MRA) involving enterprise privileged access management Advanced the level of security of the enterprise through risk assessment activities involving access management and third-party focus areas Enhanced third-party governance and control model through engagement with Amazon Web Services centered around the engineering of the cloud computing enterprise environment Show less

Engineered a role based access program for call center operations teams to facilitate rapid deployment of user access in an ever changing environment while consolidating entitlements utilizing a least privilege user modelUpdated existing methodologies to further align with expectations from external auditors, ensuring that SOX and SOC controls were properly implemented and documented, reducing the time spent on requestsDesigned continuous testing model for determining… Show more Engineered a role based access program for call center operations teams to facilitate rapid deployment of user access in an ever changing environment while consolidating entitlements utilizing a least privilege user modelUpdated existing methodologies to further align with expectations from external auditors, ensuring that SOX and SOC controls were properly implemented and documented, reducing the time spent on requestsDesigned continuous testing model for determining segregation of duties conflicts within the environment in regards to change management and application deploymentCreated training scenarios for internal team to further the knowledge in regards to systems use as well as methodology for control testing within the enterprise Collaborated with internal audit on access management related testing and issue management to ensure that sufficient focus was placed on appropriate risks while maximizing efficiencyDeveloped process mappings for Cybersecurity related applications supporting access provisioning, and entitlement management Show less

Enhanced audit testing and coverage by utilizing experience with multiple technologies including virtualization and cloud engineering following the NIST framework and FFIEC guidanceExposed areas of risk through issue creation that result in strengthened security within the enterprise through associated remediation effortsValidated that risks associated with multiple identified issues have been mitigated or remediated in accordance with TIAA policy and audit… Show more Enhanced audit testing and coverage by utilizing experience with multiple technologies including virtualization and cloud engineering following the NIST framework and FFIEC guidanceExposed areas of risk through issue creation that result in strengthened security within the enterprise through associated remediation effortsValidated that risks associated with multiple identified issues have been mitigated or remediated in accordance with TIAA policy and audit methodologyProvided knowledge and assistance to associates through the mentor program within the audit group for new employees ensuring transition to TIAA is successfulInterfaced with Technology leaders to create dialog between the Production Services, Cybersecurity teams and Internal Audit regarding future projects and associated risksMaintained continuous FFIEC Cybersecurity risk assessment to ensure that proper coverage was provided from audits performed during the appropriate coverage year Show less

Coordinated point-in-time audits including multiple team members to test processes within numerous technology areas including database security and Exchange email environmentMaximized audit testing and coverage by utilizing experience with multiple technologies including virtualization and network engineering following the COBIT frameworkMaintained continuous risk assessment for Windows and UNIX environments to ensure that proper coverage was provided from audits performed… Show more Coordinated point-in-time audits including multiple team members to test processes within numerous technology areas including database security and Exchange email environmentMaximized audit testing and coverage by utilizing experience with multiple technologies including virtualization and network engineering following the COBIT frameworkMaintained continuous risk assessment for Windows and UNIX environments to ensure that proper coverage was provided from audits performed during the appropriate coverage yearInterfaced with Technology CIO’s to further dialog between the Technology and Operations teams and Corporate Audit regarding future projects and associated risksEnsured compliance with regulations and standards through the creation and implementation of the yearly audit plan for technology infrastructureRe-engineered testing programs within the audit testing library to reflect current methods of identifying and qualifying the potential risks associated with technology Show less

Enabled a team of five including two remote agents to actively support an organization of 650 agents within a division of Time Warner CableReengineered the support desk to provide a higher caliber of service by creating policies and processes centered on issue tracking and proper communication with the user communityResponsible for ensuring both the department and division were 100% compliant with standards set by PCI and SOX.Enforced the integrity of the systems… Show more Enabled a team of five including two remote agents to actively support an organization of 650 agents within a division of Time Warner CableReengineered the support desk to provide a higher caliber of service by creating policies and processes centered on issue tracking and proper communication with the user communityResponsible for ensuring both the department and division were 100% compliant with standards set by PCI and SOX.Enforced the integrity of the systems environment by continually updating and maintaining the physical server infrastructure Show less

Managed the Support Desk Tier II team of four agents to enhance internal customer experience and provide prompt resolution of reported issueOrganized outage response and resolution teams by serving as Incident Manager, thereby creating a reduced impact on application interruptions, including on-call responsibilitiesImplemented new process for handling email requests to the Corporate Support Desk further strengthening the ability to provide a resolution to the issue

Led a team of 24 – 27 associates to maximize service levels through mentoring and professional developmentAchieved continued excellence with direct reports through monthly performance evaluations and coachingMinimized time taken to generate scorecards by creating and updating an automated system for data generationEnacted and developed National CableCard Support Desk to address the corporate initiative of support for Time Warner Cable and third party manufacturersEstablished… Show more Led a team of 24 – 27 associates to maximize service levels through mentoring and professional developmentAchieved continued excellence with direct reports through monthly performance evaluations and coachingMinimized time taken to generate scorecards by creating and updating an automated system for data generationEnacted and developed National CableCard Support Desk to address the corporate initiative of support for Time Warner Cable and third party manufacturersEstablished sales coach position to enhance productivity during change to sales and service cultureIncreased scheduling efficiency with contributions made to Workforce Management using Aspect eWFM softwareFacilitate focus group to increase positive employee relations and improve facility productivityIntroduced employee recognition program boosting morale while promoting exceptional customer serviceAssisted in the continued refinement of Advanced Agent Desktop by attending development conferences and weekly callsDeveloped and updated format for interviewing and selecting lead agents for CTAC Show less

Acted as liaison between various departments in coordinating hardware and software solutions for existing and new customersMonitored network for trends and report inconsistencies to administration for correctionOptimized department effectiveness by providing alternate methods for support and processProvided on-site training to new employees through mentoring and shadowing