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Angell French
Information Security Analyst at Humana
Louisville, KY, United States
Details
Experience:
Ensure proper access and security controls are maintained on systems, applications, and database layers
Consult with customers to analyze and implement security solutions to new elements in their environment
Prioritize and resolve incidents quickly and work to minimize customer impact
Clearly and thoroughly document all actions, approvals, and findings to keep Humana in compliance with all audit requirements
2015 : Present
Humana
Information Security Analyst
Service Desk Manager May 2014 – June 2015
Responsible for all decisions and overall success of 3 teams with 46 technicians over 2 states – Kentucky and Texas
Led client meetings, quarterly business reviews, finance P&L discussions or changes
Managed career development, future planning, quality assessments, and annual reviews
Collaborated with Workforce, Knowledge, and Performance Management internal support teams
Service Desk Team Lead March 2013 – May 2014
Real-time ticket and call queue management to ensure all service levels were met
Continuous feedback and coaching for attendance, performance, and quality
Monitored training progress and identified new trainings for agent development
Process improvement recommendations
Systems Support Analyst August 2010 – March 2013
Troubleshoot/resolved all requests and incidents around file and folder access on both Servers and Workstations
Ensured all Active Directory accounts and groups maintained correct level of permissions (NTFS/Share) on file servers
Real-time ticket management as Incident Coordinator; Confirmed all access requests/incidents were prioritized and promptly distributed to the team
Service Desk Technician September 2008 – August 2010
Diagnosed/troubleshoot incidents and ensured they were accurately logged into the ticketing system
Established priority and resolved or escalated per documented processes and procedures
Provided immediate technical support to customers and ensured that all needs were met
2008 : 2015
CompuCom
Service Desk Manager
Ensured all document management systems were running smoothly and workflow was constant
Ran conferences to communicate with Business Analysts and Process Experts to identify trends and support process improvements
Successfully trained and audited new hires
2000 : 2007
Anthem
Operations Expert (Supervisor)
Consult with customers to analyze and implement security solutions to new elements in their environment
Prioritize and resolve incidents quickly and work to minimize customer impact
Clearly and thoroughly document all actions, approvals, and findings to keep Humana in compliance with all audit requirements
2015 : Present
Humana
Information Security Analyst
Service Desk Manager May 2014 – June 2015
Responsible for all decisions and overall success of 3 teams with 46 technicians over 2 states – Kentucky and Texas
Led client meetings, quarterly business reviews, finance P&L discussions or changes
Managed career development, future planning, quality assessments, and annual reviews
Collaborated with Workforce, Knowledge, and Performance Management internal support teams
Service Desk Team Lead March 2013 – May 2014
Real-time ticket and call queue management to ensure all service levels were met
Continuous feedback and coaching for attendance, performance, and quality
Monitored training progress and identified new trainings for agent development
Process improvement recommendations
Systems Support Analyst August 2010 – March 2013
Troubleshoot/resolved all requests and incidents around file and folder access on both Servers and Workstations
Ensured all Active Directory accounts and groups maintained correct level of permissions (NTFS/Share) on file servers
Real-time ticket management as Incident Coordinator; Confirmed all access requests/incidents were prioritized and promptly distributed to the team
Service Desk Technician September 2008 – August 2010
Diagnosed/troubleshoot incidents and ensured they were accurately logged into the ticketing system
Established priority and resolved or escalated per documented processes and procedures
Provided immediate technical support to customers and ensured that all needs were met
2008 : 2015
CompuCom
Service Desk Manager
Ensured all document management systems were running smoothly and workflow was constant
Ran conferences to communicate with Business Analysts and Process Experts to identify trends and support process improvements
Successfully trained and audited new hires
2000 : 2007
Anthem
Operations Expert (Supervisor)
Company:
Humana
About
Respected and dedicated leader with 15+ years in Information Technology with strong technical and analytical skills. Significant experience instructing and leading teams to success, both within individual careers and organizational goals, while keeping up with the evolving needs of technology.
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