Aaron Jones C X

· Experience in implementing the Security Controls (Technical Specifications) for Unix, Windows, Network, Middleware, Mainframes, etc. based on ISO 27001 regulatory requirements.

· Manage execution of contractually agreed technical controls on in-scope assets based on respective technology platforms.

· Create project plan based on tight implementation schedule (180 days), inventory baseline, and in-scope technical specifications.

· Review & finalize project plan with all stakeholders (internal and clients) for commitment on scope, efforts & timeline.

· Manage project through its execution lifecycle and set up regular touchpoints to track milestones, deliverables, RAID log, exceptions etc.

· Post completion of the project activities, prepare sign-off & handover documentation with completion criteria artefacts.

· Setup project closure meeting to review project closure formalities & facilitate lessons learnt discussion.

· Ensured milestones and project deliverables are successfully met by proactively monitoring project timelines and deliverables.

· Maintained a communication channel between the stakeholders and team members by providing regular status reports and updates through meetings & MOMs.

· Handling ad hoc requests from Senior Project Managers, which involved follow-ups on major Project activities and Audit requests.

· To project manage closure of key design decisions, defining dependencies across work streams, and escalating blockers.

· Facilitate relationships between teams, move programs forward, raise concerns to appropriate owners early and resolve open issues that prevent progress.

· Manage multiple stakeholders, align on common goals, communicate risks, and run effective meetings for expectation setting.

· Work with key stakeholders to develop a clear understanding of a business need, define the project goals and ensure alignment with strategic objectives.

· Good with Excel/PPT Dashboarding and reporting. Data crunching and data-based decision making.

· Professional attitude, with strong attention to detail.

· Familiar with tools such as Microsoft Project, Excel, PowerPoint, Word, and PowerBI.

· Worked as a Deployment Project Manager for UAT (IAM Automation Tool) Tool Deployment for North American accounts which includes, OS, Shared IDs and Subsystems.

· Built collaborative working relationships with project teams.

· Reviewed performance against targets, appropriately identifying and managing risks and opportunities.

· Led and motivated project team to meet and exceed project KPIs.

· Applied expertise in project management methodologies to keep teams aligned through collaborative approaches.

· Delivered presentations and briefings to senior teams and incorporated changes into project workflows.

· Communicated progress updates to various stakeholders to secure further funding for project activities.

· Applied successful project management techniques to enable project delivery within budgetary and time constraints.

Monitored the tasks as below and involved in follow ups with the team members in:

· Scanning of VMs as per IT Security policy also known as Health Checking of Cloud VMs.

· Following a risk assessment process that is consistent across all risks and the organization to identify and evaluate key risks.

· Create Non-compliance tickets to remediate valid deviations as required.

· Raise APARS(Patches) extensions as required, provide justification for the extensions, follow up on Extensions approval and update the APAR records with the required artifacts and documents for approval.

· Driving the team to complete the patching activity within the stipulated period, collecting and storing artifacts to substantiate the patching activity, and updating the APAR records with the required documents for closure.

· Provide data for the day-to-day Service Delivery and Weekly Performance reviews.

· Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the customer and support the DPE in the service status meetings held with the customer on a weekly basis.

· Keep track of Major Incidents / Outages.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

· Worked for a Mortgage Process, where we need to call the Loan Borrowers to send the documents for processing.

· Calling up the Borrowers and updating their details in the database.

· Have maintained the quality on each call when interacting with the borrowers.

· Being the best performer for achieving the highest number in productivity consistently.

· Have been rewarded for the best customer service provided on my first call onboard.

· Identified issues, analyzed information, and provided solutions to problems.

· Enhanced working relationships by participating in team-building activities.

· Engaged with customers to better understand needs and deliver excellent service.

· Maximized customer engagement and satisfaction by delivering excellent customer service.

· Explored and created new ways to resolve problems with processes, technology, or team members to improve overall efficiency.

· Developed excellent working knowledge of industry trends and improvements in processes.

• Recipient of Appreciation Mails from vendors and buyers for providing speedy resolution
• Instrumental in demonstrating Customer Calling Process functions and implementation of the same as a tool for audit
• Job Profile:
• Handled operations in the Accounts Receivables team with prime responsibilities of posting payments in SAP; follow up with customers in cases of non-availability of remittance details followed by checking of all queries in SAP application to confirm regarding disbursement of payments prior to forwarding the request to the internal processing team for disbursal of payment
• Responsible for handling inbound calls of vendors enquiring about payments due from HP while handling Customer Response Center for one year
• Maintenance of coordination with clients based in Australia on process related issues followed by team updating and implementation of the same with the aim of process improvement to achieve maximum customer satisfaction
• Additionally, responsible for training of new hires on product, process and CCP functions to ensure parity in terms of product and process knowledge leading to improvement in team productivity.

• Recipient of Best Performer Award twice for achievement of targets and customer confidence
• Winner of Star of Day and Star of Month for consistent performance
• Job Profile:
• Responsible for providing desktop support and handling all hardware, software and network related issues for Australia and New Zealand based customers
• Assist home and corporate customers in laptop related issues; study functionality of newly launched PCs in laboratories
• Maintenance of Quality and other SLA parameters to achieve higher team as well as individual productivity and also aim for achievement of maximum customer satisfaction.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
• Monitored systems in operation and quickly troubleshot errors
• Assisted with updating technical support best practices for use by team
• Used ticketing systems to manage and process support actions and requests
• Collaborated with supervisors to escalate and address customer inquiries or technical issues

• Handled operations under different processes namely, - responsible for selling long distance telephone lines – and as Inbound Support for Citibank process – Electronics Balance Transfer – for US Federal Government facilitating free benefits to minors, unemployed, underprivileged, retired persons and widows.
• Monitored, followed-up and escalated cases to meet customer response commitments
• Liaised with clients by phone, email and text messaging to meet client needs and define expectations
• Assisted customers with opening accounts and signing up for new services

• Responsible for maintenance of financial accounts and handling other accounts related assignments and reports for a project named Dassault Aviation, France (Mirage).