Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Receptionist
MICHELLE MOLINA

MICHELLE MOLINA

Midland,USA

Summary

Results-driven professional with a strong desire to expand knowledge and thrive in a leadership role within a progressive and innovative company. Equipped with experiences and training in computer engineering, IAM, and support, able to contribute to the organization's success. Recognized for leading large teams, including remote users and global teams, with a comprehensive understanding of installing, configuring, supporting, and troubleshooting technology systems. Proven track record of managing multiple projects under pressure in fast-paced environments, maintaining a calm demeanor in difficult situations. Known for high integrity and excellent work ethic, consistently delivering exceptional results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Director, Information Security, IAM

Global Payments
11.2022 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Aided in the upgrade and merging of multiple Sailpoint instances.
  • Assisted in implementing a solution to automate account creations, quarterly access reviews and password resets.
  • Worked with HR to streamline onboarding, create a better EUX and reduce human error through manual entries.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Assisted in recruiting, hiring and training of team members.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.

Associate Director, EUC

TSYS
11.2020 - 11.2022
  • Assisted in closing down 3 call centers, 1 data center and merging 3 buildings into 1.
  • Assisted senior leadership in managing all aspects of operations.
  • Led teams of up to 30 personnel, supervising daily performance as well as training and improvement plans.
  • Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
  • Aided in the migration from O365 to Google Workspace.
  • Led the team that assisted in successfully transitioning the company to 100% work from home during COVID-19 lockdown.
  • Assisted in integration of ZIA to replace Bluecoat proxies.
  • Oversaw EUC support in successful movement of our PCI environment from our East Data Center to our Suwanee Data Center.
  • Successfully worked with the EUC team to reduce ticket counts and increase ticket closures before breaching SLAs.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Manager, EUC

TSYS
11.2017 - 11.2020
  • Managed 20+ direct reports and several unmanned remote locations.
  • Oversaw and participated in successful migration of TransFirst domain to TSYS domain.
  • Change agent for War On Waste (WOW) initiative.
  • Led team in upgrading thousands of machines from Windows 7 to Windows 10
  • Trained NA and EU EUC team in virtual environment troubleshooting/maintenance.
  • Cross-trained existing employees to maximize team agility and performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Helped build an effective ticketing solution in ICD for EUC tickets, software requests, laptop requests and admin rights requests.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.

Technical Support Analyst I

TSYS
06.2016 - 11.2017
  • Build/support/maintain virtual PCI compliant environment.
  • Support/maintain LAN virtual environment.
  • Create/modify/implement new and existing GPOs.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Enhanced system performance by optimizing VMware configurations and settings.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.

Client Support Analyst II/Team Member Support Analyst II

Ranstad/TSYS
12.2014 - 06.2016
  • Developed a strong knowledge base to assist clients in troubleshooting various technical challenges.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Handled sensitive data responsibly by adhering strictly to company privacy policies and industry regulations.
  • Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
  • Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
  • Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
  • Interacted with team members across departments to research and resolve customer issues.

Education

Primary Leadership Development Course -

Army
Fort Indiantown Gap, PA

Advanced Individual Training - Information Systems Analyst/Operator

Army
Fort Eisenhower, GA

BASIC Training -

Army
Fort Leonard Wood

BS - Computer Science (Software Development), Math

SUNY College at Brockport
01.2001

Skills

  • Relationship building
  • People management
  • Team management
  • Budget management
  • Issues resolution
  • Hiring and retention
  • Active Directory
  • ITIM/ITAM
  • VMWare vCenter/vSphere
  • Horizon View Client
  • Windows
  • Mac
  • ChromeOS
  • Microsoft Office 365
  • GCP
  • GPO & OU management

Certification

  • Professional Cloud Security Engineer - Google Cloud, July 2024

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Director, Information Security, IAM

Global Payments
11.2022 - Current

Associate Director, EUC

TSYS
11.2020 - 11.2022

Manager, EUC

TSYS
11.2017 - 11.2020

Technical Support Analyst I

TSYS
06.2016 - 11.2017

Client Support Analyst II/Team Member Support Analyst II

Ranstad/TSYS
12.2014 - 06.2016

BS - Computer Science (Software Development), Math

SUNY College at Brockport

Primary Leadership Development Course -

Army

Advanced Individual Training - Information Systems Analyst/Operator

Army

BASIC Training -

Army

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MICHELLE MOLINA