*Analysis of security data in order to identify opportunities for improvement and automation linked to the services of the GIA*Respond to questions from associates on information security processes*Documentations and development of operational processes that support our GIA services*Help consolidate security results, track key performance indicators and present results to information security officers and business leaders*Take charge of the execution of processes and procedures in the field of GIA*Participate in the evolution of our IAM services, in particular identity life cycle management, application integration, access governance and privileged access management*Contribute to the analysis of the integration needs of new applications with our GIA services*Perform privileged access provisioning and governance activities*Evolve role-based access management (RBAC) practice that supports the business needs

*Responsible for the provisioning, de-provisioning, access, and security of several applications for BMO’s employees*Monitors various reports and takes appropriate actions, ensuring compliance requirements, audits and verifications are completed in accordance with Bank's P&Ps (policies and procedures) *Create and maintain technical and end user documentation, helping team members or users to be able to follow the steps and perform their tasks*Participates in continuous improvement of business processes (planning, testing and implementation of projects and new/revised products) and procedures within the scope of the work team*Identifies potential risk situations/impacts, makes recommendations or escalates to the manager, and ensures contingency plans exist*Ensures adherence to all aspects of First Principles, BMO Code of Business Conduct and Ethics, Corporate policies, procedures and applicable regulatory requirements

*Managed user accounts and permissions, setup email accounts and network shared folders (SailPoint– Single Sign-on– MFA, VPN, Domains (PROD/UAT), SSO Password and instructions) *Supported over 40.000 employees responding via telephone, Service Now, e-mail and in-person queries in a professional and timely manner*Created, resolved and took great care in keeping detailed documentation (ITIL best practices) of the resolution process for future reference and training purposes*Generated and maintained a library of email templates reducing the time spent on relative calls and minor troubleshooting by 80%, bringing solutions and approaching existing challenges *Promptly communicated, escalated and resolved issues, identifying recurring problems, and providing necessary workarounds, fixes, and resolutions. Resulting in better customer satisfaction and less downtime in a 24/7 environment (after-hours support)*Redesigned the Huddle Board, integrating the Kanban system. This led to increased productivity for all team members by prioritizing the daily goals and escalations*Trained new employees and assisted in a project to transfer smoothly the IT support department from Toronto to Colombia

* Offered technical support for employees and vendors, providing great customer service, with +90% of first call resolution * Sent tickets to the next level support providing proper information, following the ITIL framework* Great communicator with coworkers and managers* Able to understand and learn the systems, processes, and procedures* Proactive to suggest process improvements, preparing guides for unknown issues or troubleshooting.

*Created visual Design based on User Research with qualitative (Personas, Card sorting and Prototyping) and quantitative (Surveys, First click and A/B testing) methods. Generating to the users the best experience using the FlexPag application mobile and increasing the users' reviews from 2.5 stars to 4 on the Google Play Store.*Established UX design for all digital products (Web Design and mobile application), creating a user-friendly environment and receiving positive feedback from users*Created visual interfaces, sketches, wireframes, high-fidelity mockups, user flows, user cases, and information architecture to document all the features of the new mobile app applying concept of usability, typography, colour theory*Effectively collaborated with engineers to implement the design and interactions in agile environments*Created user test scripts, scenarios and plans for visual validation and usability requirements leading to give to the user an easy experience with the digital interface*Developed the Web Information Architecture for navigation based on UX testing outcomes *Worked with a team of web developers, project managers and stakeholders to create an amazing digital experience and responsive layout for the FlexPag (https://site.flexpag.com/)*Worked closely with product managers, development teams and other internal stakeholders to build storyboards, proof-of-concept mockups, demos and interactive prototypes of proposed and planned applications and web features in Agile development methods*Helped co-workers with Exploratory test, User Interface Test, Performance Test, Integration Test, Usability Test, Security Test, and Functionality Test during QA

*Created designs, layouts, brochures, branding, visual identity, newsletters, business cards, posters, postcards, and stationery based on knowledge of layout principles and esthetic design concepts*Effectively determined size and arrangement of illustrative material and copy, and selected style and size of type in an effective manner*Developed graphics and layouts for product illustrations, company logos, and websites*Designed new, on-brand visual elements focusing on messaging and brand*Formatted and color-corrected photographs for ad developer users*Presented design directions to editorial and stakeholders, and supported other designers anddevelopers of the team*Successfully adapted existing graphic elements with newly created graphics to complete compelling graphic/digital projects*Worked well under pressure and responded to fast changing priorities and deadlines