JOSE FALLA

Work History

Senior Cyber Security Delivery Manager

Capgemini

Los Angeles, CA

01.2017 - 06.2025

Led global resources for North America accounts totaling $500 million in contract value.
Directed security and IT teams, mentoring resources into leadership roles, enhancing team capabilities, and performance.
Led Security and IT Managed Services within the energy, risk management, education, manufacturing, tax and compliance, and entertainment industries.
Extensive knowledge in Security and IT services, including encryption, DLP, desktop engineering, endpoint security, firewall security, SOC, patch and vulnerability management, and OSS, ensuring compliance with contract requirements.
Developed security controls for the AWS tenant for an energy company based on client standard security policies. Including BCP/DR, physical security, encryption, monitoring and logging, incident response, patch, and vulnerability management. In support of a 5-year rollout of commercial and residential smart meter replacement.
Developed and implemented a plan to automate IAM manual processes into Okta.
Hardened policies, implemented use cases, and alerts for MS Sentinel.
Developed and implemented advanced security policies and AD integration for the client PAM solution, Delinea.
Developed and implemented 100 additional SIEM use cases in support of the client QRadar solution.
Gained client approval to remove 1,500 aged alerts/incidents after taking over services post go-live with Splunk.
Transitioned Security GO-Live Services within a 6-week window after the Transition Manager gave 2 weeks' notice.
Integrated manual risk tracking into GRC-Archer.
North America Cyber Security Service.
Maintained relationships with customers through regular communication regarding status updates.
Ensured compliance with all relevant regulations during the delivery process.
Collaborated with other departments such as sales, marketing, finance, in order to provide comprehensive solutions for customers.
Provided support for technical issues encountered during the delivery process.
Led regular meetings with key stakeholders to review progress against objectives, discuss risks and issues, and ensure alignment on goals.
Identified opportunities for improvement in processes or procedures related to delivery activities.
Assessed customer needs and expectations throughout the delivery cycle in order to exceed customer satisfaction levels.
Developed detailed project plans including scope, timeline, budget and resource requirements.
Negotiated contracts with external vendors or suppliers as required by the project scope.
Analyzed data from previous deliveries in order to identify areas for improvement.
Monitored project performance using appropriate tools and techniques to identify potential problems before they arise.
Conducted risk assessments at each stage of the delivery process and identified strategies to mitigate those risks.
Documented lessons learned from past projects in order to inform future decisions.
Provided guidance to team members in the development of project deliverables and ensured quality standards were met.
Implemented quality assurance measures throughout each phase of a project's lifecycle.
Coordinated cross-functional teams across various departments to ensure effective collaboration throughout the duration of a project.
Facilitated change management initiatives within the organization as needed.
Managed complex projects that included multiple stakeholders and resources, ensuring successful delivery of project outcomes.
Communicated updates to senior management on progress against timelines and milestones.
Refined and organized delivery processes for all incoming products.
Facilitated execution roadmaps to promote continuous improvement, knowledge sharing, teamwork, collaboration and positive employee experiences.
Coached professional development opportunities for team members with career development plans.
Designed budgets for delivery departments and planned financial outlines.
Tracked service metrics, managing budgets and troubleshooting technical issues.
Maintained positive relationships with clients to meet deadlines for service delivery.
Delivered valued outcomes from partnered resources.
Developed team environment to support engagement and high performance.
Established sound partnerships with senior stakeholders to assist business with formulation of strategies, technology investment decisions and solution option selection.
Managed performance issues with delivery team members.
Coached delivery teams to take accountability for delivery, risk and issue management.
Translated business objectives to align technology and business strategy.
Identified opportunities to reduce cost and improve productivity.
Managed the day-to-day operations of the delivery team including assigning tasks, setting deadlines and ensuring adherence to best practices.
Coordinated resources across multiple teams to ensure successful completion of projects on time and within budget.
Conducted regular meetings with clients to discuss project progress, identify potential risks, and address any issues in a timely manner.
Produced reports summarizing key project data such as cost savings achieved or customer satisfaction ratings.
Organized periodic reviews of delivery performance against established goals and objectives.
Established processes for tracking project progress, monitoring performance metrics, and reporting results to senior management.
Collaborated with technical staff from other departments in order resolve complex problems quickly.
Developed and maintained relationships with external stakeholders to ensure smooth delivery of projects.
Analyzed customer requirements and developed solutions that met their needs while staying within scope and budget constraints.

Security / IT Operations Manager

Capgemini

Los Angeles, CA

07.2009 - 01.2017

Managed day-to-day operations of onshore and offshore resources for Time Warner Enterprise Infrastructure Services contract.
Delivered Security Operations for Global Symantec Infrastructure, implementing robust risk management processes.
Maintained monthly SLA for Global AV Definition Distribution to servers and workplace devices.
Provided 24/7 Incident Response services for Warner Bros Entertainment Inc.
Executed WBEI PCI DSS Workplace Vulnerability Management program in North America and UK, ensuring compliance through weekly scans and annual audits.
Delivered critical global patching services for Microsoft and Apple OS, supplying advanced metrics to senior leadership.
Oversaw operations for Global Distributed Systems Management tools including SCCM and Casper, enhancing system efficiency.
Coordinated with key client contacts to manage daily workplace support escalations and installation operations.
Directed operations staff by providing guidance, training, and support in order to meet company objectives.
Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
Collaborated with management team on long-term strategic planning initiatives for the organization.
Developed key performance indicators to measure effectiveness of operational processes.
Developed and implemented operational procedures to ensure quality standards are met.
Created detailed reports on the performance of individual departments within operations.
Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Monitored and improved efficiency of processes, team performance, and customer service.
Analyzed data from daily reports to identify trends in production performance metrics.
Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Coordinated cross-functional teams to ensure timely delivery of products and services.
Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
Addressed customer concerns with suitable solutions.
Presented performance and productivity reports to supervisors.
Measured and reviewed performance via KPIs and metrics.
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Motivated and evaluated personnel for performance improvement and goal achievement.
Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
Identified areas of deficiency and performed root-cause analysis to solve problems.
Negotiated contracts with vendors and service providers, securing favorable terms.
Responded to information requests from superiors, providing specific documentation.
Produced SOPs to document workplace procedures and optimize productivity through standardization.
Formed and sustained strategic relationships with clients.
Delegated work to staff, setting priorities and goals.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Created effective business plans to focus strategic decisions on long-term objectives.

Standards and New Technologies/ Tools Engineer

Warner Bros. Entertainment Inc

Burbank, CA

01.1999 - 01.2009

Engineered and maintained Corporate Baseline Wintel Images using SCCM Operating System Deployment module.
Packaged and deployed Line-of-Business Applications and enterprise software to global endpoints using SCCM.
Administered Warner Bros. Global Enterprise tools portfolio, including Altiris, SCCM, and Credant encryption.
Conducted research and evaluation of new desktop technologies, OS, hardware, and enterprise software.
Evaluated new printer and multi-function device technologies to enhance operational efficiency.
Managed vendor relationships for day-to-day support activities, RFPs, and Proof of Concepts.
Served as resource and escalation point for Support team regarding enterprise tools and products.
Documented engineering activities with precision, adhering to established procedures.
Documented all engineering activities according to established procedures.
Participated in team meetings to discuss project progress updates.
Coordinated activities with suppliers, contractors or other departments.
Generated technical reports for customers.
Analyzed design or requirement information for equipment or systems.
Conferred with technical personnel to prepare designs or operational plans.
Researched feasibility, design or performance of components or systems.
Performed testing to determine functionality or optimization.
Finished projects on time and within budget.
Communicated with clients and coworkers about analysis results.
Created accurate project specifications, documenting in technical manuals.

Advanced Technical Support Engineer

Warner Bros. Entertainment Inc

Burbank, CA

01.1998 - 01.1999

Primary resource for Help Desk, second-level support, and Business Analysts for non-resolved OS and Enterprise Software issues. On-site and remote support for clients' needing advanced resolution
Responded promptly to customer inquiries via phone calls, emails or chat messages.
Utilized remote desktop protocol tools such as TeamViewer or VNC Viewer for remote assistance when needed.
Provided guidance to customers on how to use various applications or tools effectively according to their needs.
Trained new users on system features and functionality while addressing any questions or concerns they may have had during the process.
Provided advanced technical support for customers in resolving software and hardware related issues.
Coordinated with vendors and external support teams to resolve third-party software issues.
Managed ticketing system to track, prioritize, and resolve customer support requests.
Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Configured and installed hardware and software solutions to meet organizational needs.
Maintained positive working relationship with fellow staff and management.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.

Consumer Products Business Analyst

Warner Bros. Entertainment Inc

Los Angeles, CA

01.1996 - 01.1998

Procurement of hardware and software business requirements.
Collaborated with stakeholders across departments to define requirements for new projects.
Translated user needs into actionable items that could be addressed by IT teams.
Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
Identified opportunities for cost savings through process automation initiatives.
Gathered feedback from end users regarding usability issues related to applications or systems.
Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
Defined business requirements and reported them back to stakeholders.
Facilitated design sessions with the implementation team to define the solution.
Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
Aligned business strategies and objectives with the capabilities and constraints of business IT systems.

Level 1.5 Computer Technician

Warner Bros. Entertainment Inc

Los Angeles, CA

01.1995 - 01.1996

Installed, configured and maintained computer hardware, software systems, networks and peripherals.
Resolved customer complaints regarding the performance of their computers or other devices.
Upgraded computers with new hardware components like processors, RAMs.
Installed operating systems including Windows 7, 8, 10, Linux and Mac OS X on desktops and laptops.
Managed multiple tasks simultaneously while adhering to deadlines.
Provided technical support for client inquiries via telephone and email.
Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives, memory modules.
Diagnosed issues with existing computer systems and identified solutions to resolve them.
Identified hardware issues caused by component failures using approved diagnostic tools.
Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products.
Configured computers to network drivers and connected to printers and other peripheral equipment.
Installed appropriate security patches to eliminate security vulnerabilities.
Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Diagnosed and determined system issues to route for repair.
Utilized password reset utility to unlock units with BIOS password locks.
Troubleshot devices to identify and solve issues with hardware or software performance.
Installed computers and other devices individually and across networks, testing connections to support proper functioning.
Performed troubleshooting on networking and connectivity issues to restore connections and network access.
Responded to or escalated tickets based on severity and internal policies governing responses.
Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
Answered customer service calls and resolved issues quickly to return machines to operational status.
Removed malfunctioning components and replaced with new or refurbished parts.

Computer and Printer Service Technician

Integrated Computer Services

Baldwin Park, CA

01.1990 - 01.1995

Installed new print drivers on computers and configured network connections between printers and computers.
Repaired malfunctioning laptop computers by replacing parts such as motherboards, hard drives, memory modules.
Resolved customer complaints regarding the performance of their computers or other devices.
Created backup images of customers' data files onto external storage devices.
Upgraded computers with new hardware components like processors, RAMs.
Diagnosed issues with existing computer systems and identified solutions to resolve them.
Built custom PCs based on customers' specifications using various components from different manufacturers.
Provided technical support for client inquiries via telephone and email.
Diagnosed and resolved hardware and software issues efficiently.
Installed, configured and maintained computer hardware, software systems, networks and peripherals.
Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products.
Configured computers to network drivers and connected to printers and other peripheral equipment.
Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
Troubleshot devices to identify and solve issues with hardware or software performance.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Monitored, tracked, and documented service support activity to assist future problem resolution.
Installed computers and other devices individually and across networks, testing connections to support proper functioning.
Installed new systems and components according to service orders and manufacturer instructions.
Adjusted printer settings to accommodate different paper types, sizes, and colors.
Performed routine maintenance and cleaning of printers to ensure optimal performance.
Loaded paper into trays, changed toner cartridges, replaced parts, and performed other related duties as needed.
Troubleshot and resolved printer hardware and software issues.
Tested repaired items to ensure functionality before returning them to customers.
Identified potential problems during routine inspections in order to prevent future breakdowns.
Performed onsite repair of equipment at customer locations.
Assembled components into complete systems following blueprints or other instructions.
Maintained accurate records of service calls, repairs, and parts used.
Resolved software-related issues by troubleshooting programs and applications.
Conducted preventive maintenance on a variety of machines and systems.
Provided technical support to customers over the phone and in person.
Traveled to customer locations to complete work for pre-set appointments.
Reconditioned and repaired machine systems and components to return to operation.
Filled out work orders, repair logs and maintenance plans to document work completed.

Summary

Overview

Work History

Senior Cyber Security Delivery Manager

Security / IT Operations Manager

Standards and New Technologies/ Tools Engineer

Advanced Technical Support Engineer

Consumer Products Business Analyst

Level 1.5 Computer Technician

Computer and Printer Service Technician

Education

Associate of Science - Electronics Engineering

Skills

Affiliations

Certification

Languages

Timeline

Work Availability

References

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