Danesia Brown

• Proactively protect systems and applications within each business unit by evaluating, defining, and promoting security practices, tools, and processes.
• Provide subject matter expertise, in partnership with CISO, to management on a broad range of information security standards, best practices, and offer strategic and tactical security guidance for all IT projects.
• Protect client and firm data by collaborating with the business units and ISO on event response planning and management of security events.
• Assist with the investigation of security events and disciplinary and legal matters associated with them, as necessary.
• Single point of contact for consultation, accountability, and security, controls, and compliance matters across the business units.
• Develop business-relevant metrics to gauge the security maturity of the business application portfolio.
• Coached, mentored and trained new hires on company policies and procedures related to customer service.
• Established key performance metrics for the team including response time, quality assurance scores, and customer retention rates.
• Monitored team performance against established SLAs and KPI's.
• Enhanced overall productivity of the team through my active engagement in agile development cycles that involved sprint planning, daily stand-ups, and retrospectives.
• Performed security assessments on new technologies to identify potential threats and vulnerabilities in the system.
• Analyze data from security testing tools to identify potential vulnerabilities in systems and applications.
• Tracked progress of remediation efforts taken by stakeholders to address discovered weaknesses.

• Utilize industry standard vulnerability discovery software (ThreadFix) to holistically identify problem areas and initiate treatment plans, reducing critical vulnerability counts by over 15% quarterly.
• Implement effective processes to remediate application vulnerabilities for L&R, which reduces application security exposure by over 50%.
• Escalation point of contact for BUs on application remediations that are outside compliance.
• Assist in the onboarding of applications onto the Evergreen Operating Model between the Evergreen Team and L&R BUs.
• Ensured SLA compliance and maintained service delivery quality standards.
• Developed and implemented strategies to improve customer satisfaction levels.
• Conducted regular meetings with customers to discuss their requirements and expectations.
• Resolved escalated customer issues in a timely manner according to established procedures.
• Reviewed existing service level agreements and proposed changes when necessary.
• Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
• Monitored team performance, identified areas for improvement, and provided feedback and coaching to contractors.
• Created reports on service delivery metrics, such as response time, resolution rate.

Rotation 3: General Insurance (GI) Claims Automation IT -

• Managed Scrum Master's role for Agile Central projects (previously Rally) and regularly updated iteration statuses to facilitate audit compliance.
• Developed an efficient dashboard through Agile Central to visually display project progression, resulting in a reduction in clicks required for monitoring.
• Visualized team's shortcomings in production delivery through Power BI KPI metrics.

Rotation 2: Investments & Corporate IT -

• Oversaw projects as a Scrum Master, playing the role of a facilitator for an agile development team.
• Experienced in the role of a BSA, gathering requirements and consolidating information to inform business decisions.
• Enhanced accessibility and usability of the Internal Collaboration IT team site on SharePoint for over 100 users to easily access project artifacts, resource information, and the project portfolio.
• Tracked progress of ongoing projects through effective communication with stakeholders.
• Prioritized and assisted the ICIT Technical Solutions Manager in the creation of a Communication site on SharePoint Online. Ensured the team stayed focused and meeting deadlines, despite competing priorities. Gathered requirements from all departments to ensure customization and effectiveness of the site.
• Created KPI metrics using Power BI to display department role ratios between offshore and onshore staff, identifying business needs.

Rotation 1: Technology Services -

• Successfully managed the transition of 100 CSRs from physical phones to soft phone via Avaya One-X project.
• Optimized performance by troubleshooting technical difficulties and streamlining processes in adherence to updated standards.
• Managed escalation of operations during Hurricane Harvey.
• Contributed to the NICE Engage platform project by streamlining operations and updating licenses for a team of 1000 agents.
• Assisted in the cleanup of over 700 Toll-Free Numbers to convert AT&T Toll-Free Numbers to Verizon.
• Facilitated communication between IT and other departments to align technology solutions with business objectives.
• Tested, maintained and monitored computer programs and systems.
• Troubleshot program and system malfunctions to restore normal functioning.
• Trained staff and users to work with computer systems and programs.

• Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
• Increased proficiency in understanding current promotions, payment policies, and security practices to maximize sales effectiveness.
• Maximized sales to exceed monthly goal of $9,000 by over $2,000+ every month.
• Engaged with customers following purchases to enhance relationships and resolve issues, ultimately boosting trust in the sales process.
• Assisted customers with finding the right product for their needs.
• Collaborated with team members to achieve sales targets and contribute to a positive work environment.
• Operated point-of-sale systems accurately to process payments from customers.

• Consolidated information efficiently and effectively and in a timely manner while using Excel to organize data
• Hosted conference calls to enhance the knowledge of others on the consolidated data files that were created
• Compiled and edited information as it pertained to developing technology applications using the Software, SharePoint.