Business1010 Resume
Certifications/Training
Notary Public
Signing Agent
Leadership Development
Project Management
E-Discovery
SharePoint Database Reporting
On Demand Reporting
Management Training
Mainframe
TCS
Visio
Remedy & Siebel
Microsoft Office Attenex ., .
E-Commerce
iRequest Access
Professional Experience
Bank of America, Information Security Administrator (Consultant) / to Present
• Serve as a SPOC (Security Point of Contact) for the creation, deletion, and changes for resource contract accounts for Bank of America (worked remote)
• Work directly with program and application managers assuring that the proper levels of access are granted to the appropriate user based on their job functions.
• Setup domestic as well as offshore accounts
• Create LAN, RACF and UNIX ids.
• Reset passwords on all platforms
• Grant access to File shares, RACF Datasets, RACF Groups and Active Directory Groups
• Create procedures for undocumented work activities and services
• Resolve IT Security access issues
• Trace all account access in Share Point and update the daily dashboards
• Process firewall rule requests and work with information owners
• Ensure the validity of the rules that are submitted for processing
• Troubleshooting for firewall access and errors
Bank of America, Data Investigation Analyst ISC(Consultant)
• Processing raw data using Attenex . and Document Mapper . software to index search and remove duplicate data based on criteria supplied by the requesting party
• Setup matter in Attenex . using the criteria set by the Case Analyst
• Created folders in the case drive where processed data would be diverted to for further processing
• Created forms in Access and analyzing SQL queries with minor changes within Attenex .
• Generated reports using information from tables in Access
• Process data obtained from Processing Dept. using Discovery Cracker software.
• Perform Quality Control of data using MS Office and Adobe
• Created tiff images using Industry specific software
US LEC Telecommunications, Facilities Analyst (Consultant) / to /
• Provided administrative and operational support for the Communications Manager system in the Corporate Office, and for all remote locations that are served by this system
• Supported peripheral systems to Call Management System (CMS), Modular Messaging and call accounting systems
• Monitored and maintain system resources and serve as a main point of contact for installation, upgrades and service issues
• Monitored system activity to ensure continued optimized performance
• Coordinated hardware and software installation, maintenance
• Monitored system services, licenses and other capacity sensitive items
• Performed all required end user maintenance including firmware upgrades, routing table updates
• Performed additions, moves and changes for local and remote subscribers
• Performed troubleshooting techniques on telecommunications problems and worked with the network group to resolve IP related issues
GM OnStar, Workforce Analyst (Consultant) / to /
• Managed call center productivity goals through effective call volume forecasts and intra-day scheduling.
• Created and analyzed call center reporting
• Assisted call floor management in monitoring real-time call and staffing activity and updating the system as needed. Responsible for routing and allocating calls between two major call centers
• Employed a number of CRM applications including Genesys, TCS, Brio, and PeopleSoft HRM V. Worked with upper level management to define call arrival information for forecasting
• Developed procedures for several daily reports and activities
• Maintained daily workforce status reports for all call centers
• Updated project management documentation
Sykes Enterprises, Team Manager / Account Manager Assistant / to /
• Conducted interviews and recommend most qualified candidates for hire. Hiring and Training. Coordinated and supervised all initial and recurring training to ensure team members have all qualifications necessary to do the job
• Set and communicated team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
• Supervised work, set the behavioral example and adjust strategies and tactics as necessary
• Coordinated team meetings to communicate team information, conduct training and to receive team feedback. Coordinated and conducted meetings with individual team members to provide instruction, coaching and personal development as well as to receive personal feedback
• Pulled and evaluated team and individual metrics to help quickly spot deviations from business norms and best practices and make necessary corrections.
• Wrote and delivered individual reviews
• Maintained individual and team discipline, cohesiveness and morale
First Union National Bank, Corporate Security / to /
• Strong knowledge of MS Project, Excel, MS Word and Visio Drawing tool along with general familiarity with Outlook and other MS Office applications
• Responsibilities of this role includes research, development and execution of fraud prevention strategies (including model development or enhancement); analytical support and prompt consultation regarding compromised situations; partner with fraud operations team to optimize priorization of fraud queues to reduce fraud losses; generate and review MIS reports to detect the latest fraud trends and translate strategy into actionable tactics for operational staff
• Responding and processing of daily incoming fraud referrals received via the Risk Management & Investigations mailbox and tracking system
• Uncovered fraud activity on Checking and Savings for over , accounts
• Saved over $, in various states
• Tracked and monitored over prospects on the new account reports
• Saved over $, in Tennessee
• Created procedures for undocumented work activities and services
• Resolved IT Security access issues
• Created LAN, RACF and Mainframe.
• Reset passwords on all platforms
• Created a Self-Development Plan of Action
Professional Development
Business Administration, Anson Technical College, Wadesboro, NC
Business and Computer Programming, North Carolina Central University, Durham, NC
Banking I & II, Central Piedmont Community College, Charlotte NC
