Lead and oversee the day-to-day operations of the InfoSec Operations team, including; monitoring andresponding to security incidents or breaches, conducting root cause analysis, and implementing remediation actions.Improved existing process and procedures to save the organization over 400 employee hours.Developed and implemented comprehensive security policies, procedures, and standards to safeguardcompany assets and IP.Conducts regular risk and vulnerability assessments to identify and address security vulnerabilities.Researches latest cybersecurity trends, threats, and technologies to ensure the organization’s securityremains resilient.Collaborates with various cross-functional teams to integrate security measures into the developmentlifecycle and business processes.Manages security awareness and training programs for employees.Negotiates with vendors on renewal contracts for security applications and company software.

Optimized existing service desk model to collect and prioritize employee requests to ensure minimalbusiness process interruptions.Helped drive SLAs and service metrics to below industry average while maintaining high customersatisfaction ratings.Defined processes and procedures to help maximize efficiency when dealing with common issues inproductivity applications and employee devices.Developed training programs, guides, and write-ups to train staff and end-users on business processes.Managed up to 12 direct reports from all over the U.S. and abroad, holding consistent 1:1 discussions fordevelopment and course corrections.Assisted with onboarding and offboarding users on a weekly basis to ensure that proper access andresources were provided/removed as necessary

• Set the Roadmap for the team for 2017, with goals to attain, and the projects that help achieve those goals, in order to reduce the number of fires that we spend fighting each day.• Managed the budget for Service Desk team to help manage the team budget, and develop policies and processes to ensure we meet our fiscal goals.• Oversee the high-level functions of the team, to ensure that we are tracking on the path set forth in the Roadmap.• Developed good project management skills to push through initiatives that helped the end user be more productive and efficient in their job functions.• Managed up to eight direct reports. Helped shape, grow, develop my team into a knowledgeable response team, always looking for continued improvement. • Track ticket metrics for the Service Desk team, to ensure that we were meeting SLAs, tracking workload for the team, and to spot problem areas that we need to address. • Coordinated development of KBA database, user tutorials, and end-user training to ensure that users were able to learn and grow to reduce ticket loads. • Act as the main point of contact, manage, and collaborate with third-party suppliers and ensure that their performance and provision of services and quality are in line with our expectations, and enable us to meet or exceed service levels. Help Desk, Team Lead – Jan 2016 to July 2016• Understand and keep track of key team metrics; manage dips in performance with adequate reinforcement plans proactively.• Monitors, coordinates and supervises the daily activities of the staff in the operations team.• Create training material for onboarding new members to bring them up to speed on how our infrastructure is set up.• Manage help desk requests from internal users which include troubleshooting hardware, software, operating systems and network connectivity issues.• Help develop knowledge base articles to assist in rapid problem solving for future cases.

• Trained new waiters and floor staff on guest service expectations, safety procedures and proper food/drink handling• Monitored dining room to ensure optimal guest experience• Managed closing duties, including restocking items and reconciliation of the cash drawer • Skillfully anticipated and address guest service needs• Delivered exceptional, friendly and fast service on a regular basis