Ralph R. Email & Phone Number

United States

As a Sr. Security Specialist at Ultimate Kronos Group, I managed the investigation and resolution of fraudulent and suspicious activities while acting as the liaison officer and primary point of contact between C-level management and staff to streamline internal processes and address questions and other issues. I collaborated with cross-functional teams in handling Jira product escalations, including Mobile and UKG Pro, as customer advocates to drive the resolution of product concerns and issues, perform security reviews, and identify and resolve gaps in security architecture.Additionally, I assisted customers in enabling Direct Login, managing Single Sign-On (SSO) configurations, and troubleshooting SSO issues, including ADFS Trust configuration, SAML, and certificate management. I also facilitated customer base with email delivery issues, managed routing policies, SPF, DKIM configuration, and MTA log analysis using Proofpoint Email Protection Solutions. I supported and interpreted web session logs, and SQL user Role and password reset audits. Lastly, I maintained and updated Confluence team documentation, as well as promoted professional development initiatives by leading individual and team growth through training, coaching, and mentoring activities.

Weston, Fl, Us

During my tenure, I functioned as the primary point of contact for all Global Security teams in resolving various customer questions, issues, and other concerns, as well as escalations to ensure the delivery of excellent client services and the attainment of bottom-line business goals. As such, I increased customer retention and satisfaction by completing current and prospect client information security questionnaires and answering calls to address inquiries, issues, and concerns specific to UKG products while maintaining client data confidentiality. Part of my responsibilities was to provide indispensable assistance to the user base in addressing questions regarding emails and data security. I configured the Client Access Security Broker email notifications, successfully optimizing client/user experience and enhancing data security.

Weston, Fl, Us

In my capacity, I kept abreast of new advances in information technology to offer superb end-user support, including technology infrastructure and environment issues, resolve customer issues, provide updates, and create Jira tickets for escalation, tracking, and remediation. My duties included assisting in streamlining internal processes and workflows by demonstrating robust technical knowledge to lead preventative maintenance and technical support to the HR/Payroll department, as well as reporting payroll processing and escalating critical issues.

Waterloo, Ontario, Ca

As a Technical Analyst, I leveraged robust technical acumen in resolving BlackBerry consumer handheld and BlackBerry Enterprise Server 5.x, 10.x, and 12x issues, including analyzing BES server logs, device logs, Windows Event Viewer logs, ActiveSync logs, and Wireshark packet analysis. I troubleshot technical issues and effectively provided technical support to customers in configuring security controls to lock down Mobile Device Management solutions, showcasing strong attention to detail, customer service management, and prioritization skills.In this capacity, I worked with the development team to drive product development and optimization initiatives through Jira tickets while managing day-to-day operational efficiencies to drive productivity, facilitate the attainment of business goals, and steer company success. Finally, I researched, authored, and reviewed technical/knowledge base documentation and assumed ownership of correcting non-compliance with established business processes and documentation.

New York, New York, Us

In my capacity, I collaborated with Technical Managers, Support Engineering, Support Technicians, and Application Managers on Severity 1 and Severity 2 incidents in cross-functional groups as the Lead on conference bridges. I successfully met deadlines and was accountable for Citi cost savings amounting to over $4 million per Microsoft service license agreement. Monitored and resolved all operating system upgrade issues for over 1200 branches over an eight - month period.It was also my job to improve the escalation time by updating SharePoint business process monitoring and escalation document workflow. Also, I monitored 1600 CFNA (CitiFinancial) branches and 1200 CBNA (Citibank North America) Retail and Infrastructure branches and supported over 4,000 North American users.

Manhasset, New York, Us

Washington, Dc, Us

Master Of Science - Msc, Cybersecurity: Cyber Intelligence

Diploma Of Education, Computer Service Technology

Bs, Criminal Justice/Police Science