•Conducted comprehensive PCI; compliance assessments for a Fortune 500 merchant, analyzing the company's existing Report on Compliance (ROC), Attestation of Compliance (AOC), policies, procedures, and controls, aligning them with current PCI DSS requirements, ensuring accurate scope validation and mitigating the risk of reputation damage and potential loss of millions of dollars in fines and penalties from a security breach.•Optimized the client's PCI DSS assessment by accurately determining the suitable Self-Assessment Questionnaire (SAQ) through skillfully deciphering Payment Card Industry Security Standards Council (PCI SSC) guidelines and completing it on their behalf, resulting in tangible evidence of their secure cardholder data handling and protection.•Assisted client with strengthening policy and procedure documentation by recommending the inclusion of document review dates and notification of payment brands in the incident response plan, resulting in annual policy reviews for sustained maintenance of the PCI DSS compliance program.

•Established strong relationships with partners, stakeholders, and IT customers to promote a culture of security, fostering collaboration for enhanced security; conducted weekly security reviews with these members to remediate vulnerabilities and discuss security trends, encouraging data and system owners to be aware of and take responsibility for assisting with the remediation of critical vulnerabilities within 48 hours, ultimately protecting the organization's financial interest by reducing the potential of security breaches.•Conducted daily security log reviews and collaborated with a third-party support to implement Alert Logic, a managed detection and response solution (MDR), resulting in the identification and remediation of over 400 security vulnerabilities each month and enabling real-time threat detection, vulnerability scanning, and streamlined audit log management across cloud and on-premise infrastructures, enhancing asset protection and preventing business disruptions.•Assisted with the implementation the organization’s first comprehensive IT security awareness program, utilizing tools such as Proofpoint and KnowBe4 to deliver impactful presentations, monthly phishing simulations, and annual training to educate over 1000 internal employees; conducted routine audits to ensure compliance and saw a 30% increase in employee security awareness within 3 months, effectively preventing attackers from compromising critical systems and stealing sensitive data.•Effectively managed global security and technology projects, collaborating with cross-functional teams to implement tools like Alert Logic, Multi-Factor Authentication (MFA), CyberArk, and Crowdstrike, resulting in a more secure environment and significant cost savings by reducing the number of applications.

•Effectively managed a global team of 14 members, instituting internal Service Level Agreements (SLAs) that significantly enhanced first pass resolution rates and slashed response time by an impressive 80%. These strategic initiatives directly resulted in heightened system availability, improved operational efficiency, and increased profits for the business. Leveraging skills in Systems Administration, particularly in ensuring the quality of hardware and software, played a crucial role in driving these measurable improvements, ultimately benefiting the business's bottom line.•Consistently upheld documentation standards by conducting regular hardware and software audits, ensuring accurate tracking and recording of system modifications in alignment with corporate policies. This commitment to detail resulted in a commendable 100% compliance rate with business policies and standards, bolstering organizational transparency and accountability.•Engaged in proactive collaboration with IT management and internal customers to solicit feedback and spearhead continuous improvement initiatives aimed at enhancing team efficiency. Implemented robust security practices aligned with business requirements, directly contributing to achieving organizational goals. This proactive approach resulted in measurable improvements in team performance and strengthened security protocols, ultimately benefiting the business by safeguarding critical assets and fostering a culture of innovation and excellence.•Streamlined the provisioning, management, and support of desktops, laptops, mobile phones, and enterprise software applications, ensuring optimal performance and adherence to corporate standards for hardware and software quality and functionality. This initiative led to a significant 30% reduction in device downtime and a notable increase in employee productivity directly benefiting the business by enhancing operational efficiency and employee satisfaction.

•Orchestrated the management of Active Directory accounts for both new and existing users, granting seamless access to essential resources while slashing account setup time by an impressive 40%. This optimization effort maintained uninterrupted workflow for internal customers and business operations, directly contributing to enhanced operational efficiency and employee productivity. This initiative directly benefited the business by minimizing disruptions and positively impacting business operational continuity.•Provided comprehensive 1st, 2nd, and 3rd tier IT support services, achieving a remarkable 92% resolution rate on initial contact. Leveraged extensive expertise in the Microsoft Windows operating system, troubleshooting methodologies, and basic networking concepts to swiftly diagnose and address issues, minimizing downtime and maximizing user productivity. Through these efforts, contributed directly to optimizing business operations and ensuring seamless functionality of hardware and software components, thereby enhancing overall efficiency and user satisfaction.•Led cross-functional collaboration efforts to proactively troubleshoot and resolve unscripted technical issues, resulting in a significant 20% decrease in average issue resolution time. Maintained an exceptional 90% customer satisfaction rate, showcasing prompt and effective problem resolution skills. Additionally, partnered with internal business customers to provide tailored training on productivity software and mobile applications, driving a substantial 40% improvement in overall user proficiency. These initiatives directly elevated productivity and user satisfaction, underscoring the value of ensuring the quality of hardware and software components to business success.