Andrea Grondines

Serving as the Information Security Trusted Advisor and Business liaison, with direct responsibility supporting Consumer Digital Transformation, Consumer Business Banking, Santander Bank North America Operations, and Santander Securities Investment Banking. Providing First Line of Defense and Second Line of Defense business-stakeholder consulting services.

• Serving as an advisor, liaising between the business and technology to ensure collaboration, prioritization, and oversight.
• Leading cross-functional teams to create, implement, and evolve risk-based security strategies, while adhering to policies, procedures, and compliance requirements.
• Identifying and communicating risk concerns to business, audit and technology audiences, to ensure minimal exposure to regulatory and operational risks.
• Working closely with security leadership to instill cybersecurity policies and practices throughout business units to address security operations, and incident response.
• Actively informed and engaged in security projects across the business.
• Enforcing the strong security culture set forth by the CISO (Chief Information Security Officer), ensuring uniformity across security leadership, business units and employees.
• Foster strong relationships with internal Business units and excel in cybersecurity communication.
• Producing materials and leading a Business Information Security Forum on a monthly basis to communicate key initiatives, highlights and emerging risks.
• Advising business units on enterprise-wide people, process and technology security recommendations.
• Maintaining up-to-date knowledge related to security threats, vulnerabilities and mitigations.
• Ensuring business projects are focused on cybersecurity from the beginning. Review all new NPBA (New Product Business Activities) and provide advice and guidance from an Information Security perspective.
• Identifying and documenting threats and vulnerabilities that may impact the business and address them regularly with business units.
• Motivating business units to adopt cybersecurity controls.
• Staying abreast of new laws, regulations and standards, and assess their impact to the business.
• Verifying security content training initiatives and internal/external communication are conducted regularly.
• Support the CISO, management team and executive leadership.
• Promoting awareness, training, and education on information security.
• Responding to daily business area requests related to information security and consultation.
• Supporting Incident Response in regards to security breaches and resulting investigations. Participating in events as a representative of Information Security to provide domain expertise.
• Track and report on business owned information security Action Drivers.

• Maintained up-to-date knowledge of emerging threats, providing proactive solutions for potential vulnerabilities.
• Contributed to the development of company-wide policies on information security, privacy, and acceptable use of technology resources.
• Developed and managed the Cybersecurity Project intake process for all new bank-wide project initiatives.
• Reviewed projects through intake process from start to finish. Provided advice and guidance from an Information Security perspective on potential project risks.
• Developed NIST based quarterly scorecard for maturity updates and future projections across the Cybersecurity and Risk footprint for the CISO.

Technical Support Manager for all supporting Citizens Bank Contact Centers. Lead engagement and on call support for incident emails, incident phone calls, communications for maintenance, changes, and escalation.

• Queue management assistance for Customer Direct Production Queue Dispatch.
• Assisted in the development of sharepoint, for a centralized knowledge base location on all team documentation, including various TSA groups and vendors.
• Team reporting on various issues including compliance and risk.
• Provided tertiary support for MR queue distribution.
• Provided support to Contact Center Applications. Assisted with the closure of support tickets.
• Developing a documentation library with the team for critical support information.
• Participate in On Call rotation and procedures.

• Queue Manager-distributed incoming ticket workload amongst the team on a daily basis while maintaining an individual case load.
• Maintained a top ticket count status on the team.
• Ran several weekly reports to effectively keep track of the case flow within the team. These reports included: Cases >10 days Old, By Activity, Customer Satisfaction Surveys, Team Status Report, SLA metrics, and Outstanding Issues Reporting.
• Involved with the EMR Team Chronic Alerting Project to ensure Chronic Systems issues are being addressed efficiently and in a timely manner. This project was recognized by Fraser Ingram, and received an Arrow Award.
• Started an AAC Documentation Upgrade Project to address out of date Wintel Procedures.
• Worked with all Wintel teams, as well as other technology groups to remediate issues involving Windows Server Support.
• Handled all managerial responsibilities when Wintel Support management was out of the office.
• Addressed all team member issues and escalates if required.
• Responsible for chairing team queue meetings and Outstanding Issues meetings on a weekly basis.
• Participated in the Daily Problem Management Meeting to filter any outstanding issues within Wintel Services.
• Team Hardware Admin - responsible for receiving, scheduling and handling hardware replacements.
• Improved system performance by identifying and resolving technical issues in a timely manner.

• Responsible for monitoring, researching, repairing, escalating, and notifying within procedural parameters.
• Responsible for logging changes being performed within all technological departments.
• Managed the progression of any issue that is impacting customers or colleagues from its beginning, troubleshooting, repair, and resolution.
• First level response for server and application related issues.
• Ensured all procedures are followed as written to ensure proper escalation of trouble tickets.
• Responsible for daily record of processed alerts.
• Worked with Siemens Help Desk to evaluate P1 Clarify tickets.
• Additional duties included initiating, and coordinating Bridge Lines, sending all MO/MI e-mail notifications, and updating Clarify tickets until major outage is resolved.
• Opened and tracked Clarify tickets with vendor support groups via phone or e-mail notification to the appropriate Citizens support groups.

• Responded to all inbound customer and OLB specialist calls regarding online banking, telephone bill pay, Quicken, Quickbooks, Microsoft Money, and Main Servicing as needed.
• Problem solved with technical issues pertaining to software difficulties.
• Obtained strong written and verbal communication skills.
• Handled escalated supervisor calls with customer technical issues.

• Answered phone with friendly greeting to create positive inbound calling experience for customers.
• Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
• Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
• Resolved complaints to satisfy customers and encourage future transactions.
• Online Banking, PFM, Consumer Finance, E-mail, and Maintenance.
• Resolved online Banking issues involving the web site as well as the connection of Quicken, Quickbooks, and Microsoft Money.
• Problem solved issues involving Consumer Finance loans and lines of credit.
• Ensured quality Customer Service while dealing with sensitive issues.

• Answered all film questions and concerns on orders placed by customers on a daily basis.
• Assisted with technical film questions regarding camera equipment, damage to film and/or camera, as well as walked the customer through troubleshooting their film issues.
• Made outbound calls to clients to update them on new services.
• Processed outbound callbacks to customers with existing film issues.