Cynthia (Cindy) A. Welch
Central City, CO  80427 - (765) 491-1119

OBJECTIVE:  To obtain a career in a professional work environment with a company who is committed to acting in an ethically responsible manner. To be a part of an organization that shares my passion for teamwork, career and personal development, values and rewards contributions, and where I can be a part of company citizenship built upon a foundation of credibility, strong work ethics, and trust.   

WORK EXPERIENCE:

November, 2013 to May, 2015Technical Analyst -
InspireSmart/iConnectPOS – Denver, CO (http://www.inspiresmart.com/)

·   Technical Analyst and Support Manager

·   Corporate Trainer and Technical Writer

·   iOS App QA and Testing

·   Project Management

·   Customer Service and Retention Specialist

·   Software Sales and Vendor Relations

 

October, 2013 - November, 2013Technical Support Representative III –
Comcast Business Class - Denver, CO

·   Provide prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues

·   Strive for First Call Resolution while handling all issues with urgency, ownership and accountability

·   Perform complex diagnostic troubleshooting to resolve voice, video & data service issues

·   Leverage a variety of software applications to manage customer account information and diagnose and resolve technical difficulties 

·   Identify opportunities for process improvements & recommend solutions to leadership 

·   Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution 

·   Recognize and diffuse difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution

March, 2013 – August, 2013TGS – Denver, CO (6 Month Contract Assignment)

·   Sales

·   Development and Retention of Strong Customer/Patient Base

·   Customer Service

September, 2012 – February, 2013 IT Security Tier 1 Support –
Insight Global - Denver, CO (6 Month Contract Assignment)

·   Tier 1 Security Operation Center (SOC) support (phone, email, IM and in-person support                coverage 

·   Analyze event data in security incident cases

·   BMC Remedy eSmart and Service Request System (SRS) ticketing systems administration

·   Monitor Cisco SWG (Secure Web Gateway), Cisco ACS, Cisco ASM, Symantec and McAfee ePolicy                  Orchestrator to troubleshoot issues and proactively prevent future problems

·   Monitor Network Node Manager (NNM) an infrastructure management application 

·   Manage firewall services; creating and maintaining policy objects, NATs and access rules via Checkpoint.

·   SharePoint 2010 Administration

·   Technical Writing – provision of IT Standard Operating Procedures (SOPs) for a variety of             technologies

January, 2002 – September, 2012IT Security Analyst –
ITaP- Purdue University, West Lafayette, IN 

·   Analyzed data and implement procedures to support development teams and front end users working with
various applications 

·   Effectively identify errors and issues involving data flow discrepancies, following up with recommendations to improve daily operations

·   Tracked all enhancement requests and reported performance problems via electronic ticketing system (Remedy)

·   Organized information into Trends reports

·   Demonstrated ability to work in a team, facilitate effective team interactions, and to foster a positive work environment 

·   Graduate Student Recruitment    

·   Monitor Sourcefire Intrusion Prevention System, McAfee ePolicy Orchestrator and Q1 Labs

·   QRadar Log Manager to troubleshoot issues and develop plans to prevent future problems

·   Manage firewall services; creating and maintaining policy objects, NATs and access rules via               Cisco Security Manager for the University

·   Provide Hostmaster services for the University, registering and maintaining DNS entries in BIND

·   Administer Computer Associates (CA) Spectrum, an infrastructure management application, for                use by various University IT units

·   Directly supervise a team of up to four students through operational and project work and               coordinate the efforts with other staff and student teams  

·   SharePoint 2010 Administration 

·   McAfee ePO Enterprise/MySQL(PHP) Administration

June, 1999 – December, 2001Technical Coordinator/Mainframe Security -
Management Information - Purdue University, West Lafayette, IN  

·   Coordination of all technology services and products.

·   Project Management for University-wide implementation of Micros POS for campus revenue                centers

·   BrioQuery (Navigator, Explorer, Designer) ad hoc database queries, reporting, and online analytical processing analysis (databases supported - Oracle and MS SQL Server)

·   Project management methodologies, as well as excellent computer skills  

·   Point-of-contact for internal customers who require technical coordination assistance 

·   Mainframe Security Administration using CA Top Security Software 

·   SAS (Statistical Analysis System) programming for statistical analysis, quality improvement,                 retrieval, management and mining of data, reporting and decision support 

·   SAS Institute Certification

March, 1998 – June, 1999Help Desk Support -
Management Information - Purdue University, West Lafayette, IN   

·   Frontline contact point to address and handle technical inquiries online and over the telephone                from customers, both internal and external

·   Provided expertise, advice and advance knowledge, including in-depth problem-solving to help                diagnose and resolve computer or system equipment issue

·   Successfully provided excellent troubleshooting, communication, critical thinking and written                skills

SKILLS: 

Research and detailed oriented with excellent ability to quickly analyze, identify “best fit” solutions, and problem solve.  Robust multitasking and prioritizing abilities within fast past environments.  Effective, focused, and concise discernment of issues and tasks for timely and efficient remediation.  Help Desk Leadership. IT Operations, IT Security, Operating Systems, Mainframe, SAS, SAS/SQL, MS SQL, DNS Administration, Customer Service, Strategic and Critical Thinking, Broad Spectrum Incident Analysis, Information Security Policy, Data Security and Compliance, Cisco and Computer Associates (CA) Spectrum Administration, Project Management, Time Management, Effective Communication Skills, Innovation and Creativity, Community Outreach, Team Player, People Skills, Positive Attitude, IT Recruitment, Dedicated, Dependable and Responsible, Quick Learning Abilities, and Vendor Management.

LEADERSHIP EXPERIENCES:

·   Founded the ITaP Scholarship Fund for Purdue University Employees/2008 

·   Successful Research, Project Management and Presentations – Enterprise Security System  

·   Project, Information Technology at Purdue (ITaP) Network Operation Security Center (NOSC)

·   Development and Policy Project, along with a wide variety of University-related projects and                presentations, including implementation of McAfee Security Products 

·   Directly supervised and led a skilled technical team of up to four students in the Purdue                University Network Operation Security Center (NOSC) 

CERTIFICATIONS:

·   CA-Top Secret MVS  (Computer Associates – Mainframe Security) – (TS001)

·   SAS Report Writing – SAS Institute

·   SAS Programming I – SAS Institute

·   SAS Programming II – SAS Institute 

·   SAS Programming III – SAS Institute 

·   SAS Programming IV – SAS Institute 

·   IGT SMART System Training (International Game Technology) 

·   SANS Certificate Security Essentials – CPE Credits 36 (SEC 530) 

·   SANS Certificate Virtualization Security Fundamentals – CPE Credits 12 (SEC577)  

·   SANS Comprehensive Packet Analysis – CPE Credits 6 (SEC 556) 

·   CompuMaster – How to Design and Build World-Class Websites  

·   HIPPA, FERPA, DATA HANDLING, Payment Card Industry Data Security Standard (PCI DSS), GLBA                Certified/Purdue University  

·   ISACA (Information Systems Audit and Control Association) Membership

 

EDUCATION:  

January 2008 – 2012Ivy Tech Community College, Lafayette, IN
CINT - Networking Administration
Overall GPA 3.8/4.0

June 2000 – July 2002University of Phoenix, Phoenix, AZ
Technology/Database Development
Overall GPA 3.85/4.0

REFERENCES:  Available upon request.