Information Security Analyst

• Manage IT projects to address vulnerabilities, reducing enterprise risk by 30% through Tenable cloud security and vulnerability management.
• Optimize ServiceNow ITSM for process documentation, enhancing service delivery efficiency and knowledge management by 25%.
• Implement advanced security tools such as ForeScout, Symantec, and Carbon Black to mitigate risks and maintain zero critical incidents.
• Conduct infrastructure audits and remediation efforts to enhance threat detection and improve response time by 40%.

• Led leadership development initiatives, securing industry conference sponsorships to enhance career growth for over 200 employees.
• Facilitated bi-monthly Diversity, Equity, and Inclusion (DEI) sessions, contributing to a more inclusive workplace culture.
• Boosted employee engagement scores by 18% through strategic DEI interventions and consistent program execution.

• Directed IT infrastructure enhancements, successfully deploying Microsoft Deployment Toolkit (MDT) across 4,000+ endpoints to enhance system reliability and achieve a 15% reduction in downtime.
• Managed the seamless migration of data to ticketing system - ServiceNow, preserving the integrity and continuity of historical records.
• Improved troubleshooting methodologies, resulting in a 20% faster incident resolution time.

• Mentored IT service desk staff to increase Service Level Agreement (SLA) compliance and elevate customer satisfaction levels.
• Developed and implemented metrics-based reporting systems to boost operational transparency and monitor service performance.
• Streamlined IT service desk operations to optimize efficiency and quality of technical support provided.

• Implemented a new ticketing system, leading to the retirement of legacy systems and onboarding of over 300 users, resulting in a 40% increase in ticket resolution efficiency.
• Managed the NCR Connected Payments upgrade as Scrum Master across more than 800 locations, achieving a 20% reduction in implementation time by applying Agile methodologies.
• Oversaw IT operations for the acquisition of over 600 restaurants, ensuring successful infrastructure buildouts and system integrations.