Laura Flores
Fontana ,CA
Summary
Dynamic Identity Access Management Analyst with a proven track record at MUFG Union Bank, excelling in security assessments and vulnerability remediation. Recognized for strong problem-solving abilities and attention to detail, I foster teamwork and collaboration while implementing effective security policies that enhance organizational resilience. Committed to delivering exceptional results in fast-paced environments.
Overview
31
31
years of professional experience
Work History
Identity Access Management Analysis
MUFG Union Bank
05.1993 - 05.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Senior Information Security Analyst
Union Bank
03.1993 - 06.2014
- Led security assessments to identify vulnerabilities and recommend remediation strategies.
- Developed and implemented security policies in line with industry best practices.
- Mentored junior analysts, fostering skill development and knowledge sharing.
- Conducted incident response activities, minimizing impact of security breaches.
- Managed compliance audits ensuring adherence to regulatory requirements and standards.
- Managed vendor relationships effectively to ensure successful implementation of third-party solutions that met company requirements.
- Mentored junior analysts within the team, providing guidance and support for their professional growth.
- Reduced company risk by conducting thorough vulnerability assessments and recommending appropriate remediation strategies.
- Strengthened access controls via rigorous review of user permissions based on least privilege principles and role-based restrictions.
System Security Analyst
Union Bank
05.1993 - 03.2004
- Conducted risk assessments to identify vulnerabilities in banking systems and protocols.
- Implemented security policies and procedures to safeguard sensitive financial data.
- Analyzed security incidents to develop strategies for minimizing future risks.
- Collaborated with IT teams to enhance network security measures and threat detection systems.
- Led incident response efforts, ensuring timely resolution of security breaches and threats.
- Mentored junior analysts, fostering professional development and knowledge sharing within the team.
- Maintained up-to-date knowledge of emerging threats by attending professional development events and staying informed on industry trends.
- Coordinated incident response efforts across multiple departments, fostering teamwork in resolving complex issues effectively.
- Performed risk analyses to identify appropriate security countermeasures.
- Managed access controls for sensitive information systems, safeguarding data integrity and confidentiality.
- Assisted in the successful completion of security audits, resulting in a boost of client trust and confidence.
- Implemented multi-factor authentication measures, strengthening overall network defenses against unauthorized access attempts.
- Conducted security audits to identify vulnerabilities.
- Customized security awareness materials to address specific vulnerabilities within organization, enhancing employee vigilance.
- Reduced incident response times by establishing streamlined protocol for identifying and mitigating security breaches.
- Coordinated with external auditors during security certifications, showcasing organization's commitment to maintaining high security standards.
- Collaborated with IT department to ensure seamless integration of security measures with existing infrastructure, enhancing overall system robustness.
- Developed and enforced strict access control policies, significantly minimizing risk of unauthorized data access.
- Conducted regular system audits to ensure compliance with industry best practices, leading to fortified security posture.
- Led response to security incidents with professionalism and discretion, minimizing impact and restoring operations swiftly.
Help Desk Support Specialist
Union Bank
05.1993 - 02.2004
- Provided technical support to end-users via phone, email, and in-person interactions.
- Troubleshot hardware and software issues, ensuring minimal downtime for users.
- Documented all support requests and resolutions in ticketing system for future reference.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Trained new staff on help desk procedures and customer service best practices.
- Developed user guides and training materials to improve self-service options for clients.
- Analyzed recurring issues to identify trends and recommend process improvements.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Provided end-user system and equipment training.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Bank Teller
Union Bank
05.1993 - 02.1997
- Processed customer transactions accurately and efficiently using advanced banking software.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained cash drawer integrity through diligent tracking and reconciliation procedures.
- Assisted in training new tellers on operational protocols and customer service best practices.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Audited fellow teller currency to contribute to dual-control procedures.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Placed orders for customer checks and verified starting numbers.
- Removed mutilated currency from circulation.
- Sold and cross-sold bank products to new and existing customers.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Referred customers to other banking departments for specialized services.
Education
High School Diploma - General Studies
Schurr High School
Monterey Park, CA06.1985
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Dependable and responsible
- Multitasking Abilities
- Computer skills
- Organizational skills
- Organization and time management
Timeline
Identity Access Management Analysis
MUFG Union Bank
05.1993 - 05.2024
System Security Analyst
Union Bank
05.1993 - 03.2004
Help Desk Support Specialist
Union Bank
05.1993 - 02.2004
Bank Teller
Union Bank
05.1993 - 02.1997
Senior Information Security Analyst
Union Bank
03.1993 - 06.2014
High School Diploma - General Studies
Schurr High School