Bettina Ardiano
Leonardtown,MD
Summary
Goal-oriented IT professional with significant success in planning, analyzing and implementing Security IT plans and initiatives. Knowledge and experience in IT Service Management, IT Processes, Customer Service and high focus on Cybersecurity. Dedicated, innovative Professor with 15 years of experience in teaching technology courses. Passionate about Teaching, Technology and Cybersecurity. Current job as a case advocate has allowed me to learn new skills and assist clients experiencing homelessness, connecting them with community services, housing, and financial support, and helping them develop life skills. I am collaborative and adaptable, consistently supporting team goals and navigating changing environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Case Advocate
Three Oaks Center
Lexington Park, Maryland
06.2024 - Current
- Provide case management, to persons with mental disabilities, drug and alcohol addiction and criminal offenses.
- Work with clients to ensure compliance for housing authority vouchers.
- Assist individuals with job searches, interview techniques, goal setting, budgeting, and develop tools for clients to help track online job searches.
- Plan, develop and assist in conducting volunteer training aimed at compliance and confidentiality for clients.
- Assist homeless individuals with mental illness apply for SSI/SSDI and help monitor medications to ensure clients are compliant with doctor’s recommendations.
Cyber Security Professor
Mariano Gálvez University of Guatemala / UMG
Guatemala
02.2008 - Current
- Apply creative instruction methods to promote student learning objectives.
- Help students make optimal educational and career choices to maximize learning and long-term vocational benefits.
- Use of exams, quizzes, and projects to assess student's learning
- Mentor and motivate students to increase retention
- Assess student performance
IT Security Auditor
SAT - Guatemala
Guatemala
04.2022 - 12.2022
- Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
- Applied professional judgment in gathering and evaluating evidence for thorough analysis.
- Identified risks and opportunities with management to improve business processes.
- Maintained confidentiality of company information obtained in audit assignments.
IT Security Auditor
Grupo TRT, S.A. - Guatemala
Guatemala
06.2021 - 03.2022
- Conducted audits on internal controls and developed reports on findings.
- Analyzed security procedure violations and developed plans to prevent recurrence.
- Made recommendations to improve security procedures and systems.
- Coordinated security updates to avoid outages and downtime.
- Collaborated with stakeholders to implement and update disaster recovery plans.
- Utilized auditing and compliance software to advance efficiency.
- Identified risks and opportunities with management to improve business processes.
- Maintained confidentiality of company information obtained in audit assignments.
Head of Educational Technology
UMG, Guatemala
Guatemala
02.2017 - 03.2022
- Worked with educational administrators to determine course needs and set frameworks. Evaluated course performance to determine areas in need of improvement.
- Built and updated evaluation and survey tools to monitor and improve effectiveness of courses.
- Interviewed aspiring professors and provided input to HR on hiring decisions.
Education Services Specialist
GBM, S.A. - Guatemala
Guatemala
01.2020 - 04.2021
- Planned, directed, and monitored instructional methods and content of educational and vocational programs.
- Identified needs of customers promptly and efficiently.
- Developed instructional material used by instructors and educators.
- Developed new services and offerings for customers.
- Translated functional and technical business requirements into comprehensive business designs and documented output in well-developed business specifications.
Head of IT Technical Support
ICASA, Guatemala
Guatemala
06.2018 - 09.2019
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Produced thorough, accurate and timely reports of project activities.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Developed team support strategies and service goals for contact center.
- Created and deployed new hire training initiatives.
- Resolved customer inquiries and complaints requiring management-level escalation.
Head of IT Technical Support
DISAGRO, Guatemala
Guatemala
06.2015 - 05.2018
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved record-breaking backlog of support tickets.
- Developed team support strategies and service goals for busy contact center.
- Established continuous improvement initiatives to achieve KPIs.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Head of IT Service Desk
GRUPO PIT, S.A. - Guatemala
Guatemala
11.2010 - 05.2015
- Delegated work to staff, setting priorities and goals.
- Established continuous improvement initiatives to achieve KPIs.
- Created and deployed new hire training initiatives.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Met with stakeholders to collaborate and resolve problems.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Education
BS - Computer Engineering and Information Technology
Master of Computer and Information Technology - undefined
Skills
- Conflict Resolution
- Planning & Organizing
- Team Management
- Training & Development
- Customer Service
- Critical Thinking and Analysis
- Decision Making
- Report Preparation
- Problem-Solving
- Faculty Communication
- Professional boundaries
- Self-awareness
Certification
- Certified in Cybersecurity, (ISC)²
- Hyperproof Certification.
- PCI/DSS Implementer, University Santiago de Chile.
- Gender and Cybersecurity, University Santiago de Chile.
- Introduction to Cybersecurity, GBM.
- Lead Cybersecurity Professional Certificate | LCCSP, Certiprof.
- ISO 27001 Internal Auditor / Lead Auditor, Certiprof.
- CSXF Cybersecurity Fundamentals Certificate, ISACA
- Cyber Security Foundation Professional Certificate | CSFPC, Certiprof.
- Cybersecurity Essentials, Cisco.
- Introduction to Cybersecurity, Cisco.
- NSE 1, NSE 2 Network Security Associate, Fortinet.
- Microsoft Certified: Azure Fundamentals, Microsoft.
- Scrum Foundation Professional Certificate|SFPC, Certiprof
LANGUAGES
Spanish: Native
English: Professional
Timeline
Case Advocate
Three Oaks Center
06.2024 - Current
IT Security Auditor
SAT - Guatemala
04.2022 - 12.2022
IT Security Auditor
Grupo TRT, S.A. - Guatemala
06.2021 - 03.2022
Education Services Specialist
GBM, S.A. - Guatemala
01.2020 - 04.2021
Head of IT Technical Support
ICASA, Guatemala
06.2018 - 09.2019
Head of Educational Technology
UMG, Guatemala
02.2017 - 03.2022
Head of IT Technical Support
DISAGRO, Guatemala
06.2015 - 05.2018
Head of IT Service Desk
GRUPO PIT, S.A. - Guatemala
11.2010 - 05.2015
Cyber Security Professor
Mariano Gálvez University of Guatemala / UMG
02.2008 - Current
Master of Computer and Information Technology - undefined
BS - Computer Engineering and Information Technology
Training
- Leadership and Coaching for Team Management.
- Leadership Strategies.
- The 7 habits of Highly Effective People.