Information Security Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Welcomes any invitation to take on added responsibilities to meet team goals. Passionate educator Highly effective training development and instruction.
Hi, I’m
Raymond Ayala
Lakeland,FL
Summary
Overview
36
years of professional experience
Work History
Saint Leo University
Information Security Analyst
07.2017 - Current
Job overview
- Reviewed violations of computer security procedures and developed mitigation plans.
- Monitored use of data files and regulated access to protect secure information.
- Encrypted data and erected firewalls to protect confidential information.
- Conducted security audits to identify vulnerabilities.
- Recommend improvements in security systems and procedures.
- Researched and developed new computer forensic tools.
- Collected, analyzed and interpreted information, documentation and physical evidence associated with investigations.
- Substantiated validity and admissibility of evidence and preserved data integrity for court hearings.
- Secured evidentiary information to reinforce findings and original claims.
- Conducted impartial investigations into complaints by employees.
- Performed risk analyses to identify appropriate security countermeasures.
- Developed and maintained Information Security Awareness training program
- Assisted with implementation and launch of the Information Security Department
- experience with open source intelligence for data gathering
- Utilizing of security information and event management tools
Saint Leo University
Customer Care Manager
05.2016 - Current
Job overview
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Established performance and service goals and held associates accountable for individual performance.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Saint Leo University
Change Manager
06.2015 - Current
Job overview
- Identified impacted parties, business partners and resources required for planned changes.
- Led teams of analysts to evaluate, plan and execute projects.
- Built support for change throughout business unit through direct outreach strategies.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Partnered with business teams to understand needs and mitigate potential problems.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Saint Leo University
Technical Support Specialist
06.2015 - Current
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
- Activated accounts for clients interested in new services.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
US Navy
Operations Specialist
07.2000 - 03.2009
Job overview
- Collected, arranged and input information into database system
- Collected, arranged and input information into database system.
- Responsible for translating and relaying vital information and intelligence to foreign liaisons charged with intercepting illicit drug trafficking throughout the Caribbean and South America.
- Facilitated the detection and sorting of over 100,000 Air Tracks of Interest and 50 Surface Tracks of Interest, resulting in the seizure of 250 metric tons of cocaine with a street value of five billion dollars. 55 vessels acquired and 317 arrests.
- Managed ship’s chapel: ordering and stocking supplies for all religions.
- Managed and updated Standard Operating Procedures for command unit.
Education
Saint Leo UniversitySaint Leo, FL
Bachelor of Arts from Computer And Information Systems Security
05.2015
University Overview
Florida Keys Community CollegeKey West, FL
Associate of Arts from Marine Biology
05.2011
University Overview
Skills
- Implementing Security Programs
- Developing Security Plans
- Computer Security Incident Response Team (CSIRT)
- Security Improvements
- Encryption
- Infrastructure Change
- Monitoring Tools
- Training Junior Team Members
- Operation and Information Security
- Hardware and Software Repair
- Training Material Development
- First Level Support
- Tracking and Documentation
- Access Management Software
- Creative Issue Resolution
- Microsoft Active Directory
DOD Security Clearance: SECRET (inactive/clearable)
DOD Security Clearance: SECRET (inactive/clearable)
Handling and storing of sensitive and secret information.
Languages
Spanish
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
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evening
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Timeline
Information Security Analyst
Saint Leo University
07.2017 - Current
Customer Care Manager
Saint Leo University
05.2016 - Current
Change Manager
Saint Leo University
06.2015 - Current
Technical Support Specialist
Saint Leo University
06.2015 - Current
Operations Specialist
US Navy
07.2000 - 03.2009
Saint Leo University
Bachelor of Arts from Computer And Information Systems Security
Florida Keys Community College
Associate of Arts from Marine Biology
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