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J. Ryan Smith
Information Security Risk Manager at Amazon
Richland, WA, United States
Details
Experience:
Risk Manager and policy writer for the Governance, Risk, and Compliance team within Amazon’s Customer Service Security Organization. Duties include but are not limited to :
-Working with cross-organization teams performing risk assessment and providing treatment recommendations
-Providing feedback, consultation, and guidance for new initiatives, technology/product, and creating risk mitigations recommendations.
-Creation and refinement of the Customer Service Security Risk Register
-On-boarding and Mentoring new GRC team members
-Performing risk reviews of existing operations processes
-Drafting and publishing information security policies (Duties migrated to permanent team)
-Launching CS Security policy exception intake and defined processes (Duties migrated to permanent team)
2020 : Present
Amazon
Sr. Information Security Risk Manager
Identity and access management program manager work cross-organizationally/functionally in support of role-based access control (RBAC) development, management, and troubleshooting
-Documented over 2000 access Rights
-Providing support to ~200,000 users globally accessing multiple tools and applications.
-Defined and drove multiple RBAC standardization projects to scope and limit access to restricted functions.
-Collaborating with product and development teams, gathering and defining the user requirements and access controls required to launch permission structures for new products and application functions.
-Creating team standards of procedure
-Creating and managing team intakes
-Documenting access control for Amazon.com primary CRM application and 18 high level applications and functional tools.
2016 : 2020
Amazon
Customer Service Security Program Manager
Sr. Analyst providing capacity planning through long/short term forecast and staffing plans in addition to real-time and historical analysis of customer service contact flow, agent performance, call center efficiency. Duties involved :
-Owning contact forecasting and schedule creation for multiple business units
-Overall Call Center capacity management including schedules, physical placement, and reporting to Sr. Leadership
-Training and Managing Seasonal Analysts
-Development and maintenance of reporting dashboards used by Workflow team, HR, Finance, and Sr. Leadership
-Reporting of headcount changes and shift pay changes to HR.
2015 : 2016
Amazon.com
Sr. Workflow Analyst
Analyst providing capacity planning through short term forecast and staffing plans in addition to real-time and historical analysis of customer service contact flow, agent performance, call center efficiency. Duties involved :
-Monitoring site and network service levels
-Initiating recovery plans for failing service levels
-Providing support for Amazon associates and leadership as related to staffing, schedule, and contact routing issues.
-Collecting and analyzing call volume and associated metric data to staff multiple OUs
- Short Term forecasting and schedule creation for multiple Amazon Customer Service Operating Units.
2013 : 2015
Amazon
Workflow Analyst
Seasonal role as a Global Capacity Planning Analyst for Amazon.com. Duties involved :
-Managing short-term customer contact forecasting for Amazon Canada customer service operations
-Creation and managing of short- and long-term forecasting for Retail and Digital DART, a team providing real-time support for customer service agents and customer escalations.
-Creation of DART contact routing intakes for the Amazon Global Outsource network
2014 : 2015
Amazon
Capacity Planning Analyst
-Working with cross-organization teams performing risk assessment and providing treatment recommendations
-Providing feedback, consultation, and guidance for new initiatives, technology/product, and creating risk mitigations recommendations.
-Creation and refinement of the Customer Service Security Risk Register
-On-boarding and Mentoring new GRC team members
-Performing risk reviews of existing operations processes
-Drafting and publishing information security policies (Duties migrated to permanent team)
-Launching CS Security policy exception intake and defined processes (Duties migrated to permanent team)
2020 : Present
Amazon
Sr. Information Security Risk Manager
Identity and access management program manager work cross-organizationally/functionally in support of role-based access control (RBAC) development, management, and troubleshooting
-Documented over 2000 access Rights
-Providing support to ~200,000 users globally accessing multiple tools and applications.
-Defined and drove multiple RBAC standardization projects to scope and limit access to restricted functions.
-Collaborating with product and development teams, gathering and defining the user requirements and access controls required to launch permission structures for new products and application functions.
-Creating team standards of procedure
-Creating and managing team intakes
-Documenting access control for Amazon.com primary CRM application and 18 high level applications and functional tools.
2016 : 2020
Amazon
Customer Service Security Program Manager
Sr. Analyst providing capacity planning through long/short term forecast and staffing plans in addition to real-time and historical analysis of customer service contact flow, agent performance, call center efficiency. Duties involved :
-Owning contact forecasting and schedule creation for multiple business units
-Overall Call Center capacity management including schedules, physical placement, and reporting to Sr. Leadership
-Training and Managing Seasonal Analysts
-Development and maintenance of reporting dashboards used by Workflow team, HR, Finance, and Sr. Leadership
-Reporting of headcount changes and shift pay changes to HR.
2015 : 2016
Amazon.com
Sr. Workflow Analyst
Analyst providing capacity planning through short term forecast and staffing plans in addition to real-time and historical analysis of customer service contact flow, agent performance, call center efficiency. Duties involved :
-Monitoring site and network service levels
-Initiating recovery plans for failing service levels
-Providing support for Amazon associates and leadership as related to staffing, schedule, and contact routing issues.
-Collecting and analyzing call volume and associated metric data to staff multiple OUs
- Short Term forecasting and schedule creation for multiple Amazon Customer Service Operating Units.
2013 : 2015
Amazon
Workflow Analyst
Seasonal role as a Global Capacity Planning Analyst for Amazon.com. Duties involved :
-Managing short-term customer contact forecasting for Amazon Canada customer service operations
-Creation and managing of short- and long-term forecasting for Retail and Digital DART, a team providing real-time support for customer service agents and customer escalations.
-Creation of DART contact routing intakes for the Amazon Global Outsource network
2014 : 2015
Amazon
Capacity Planning Analyst
Company:
Amazon
Spoken Language:
English
About
Experienced information security Risk Manager with 12 years of experience at Amazon.com, working in customer service operations, workforce management, program management, and cyber security. Skilled in Microsoft Word, Management, Training, Customer Service, and Leadership. Strong professional with a Bachelor of Business Administration (BBA) focused in Business Administration and Management, General from Western Governors University.
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