Fernando M. Quinteiro Vila

Experience

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  Rooting Point

  Feb 2008 - Oct 2011

  Technical Support Agent

  ▪ Computer installation and repair▪ Windows Installation, Updates and format of OS▪ Computer Clean Up - All sorts of Malwares (Virus, Worms, Trojan, etc.).▪ Network installation

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  HP

  Oct 2011 - Sept 2013

  Costumer Solutions Rep I

  ▪ Management of customers’ accounts▪ Technical support for users - Troubleshooting and retention▪ Backup team leader.▪ Coaching to new agents▪ Bilingual service in both English and Spanish

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  PAREXEL

  Sept 2014 - Jul 2021

  • IT Team Lead online and offline teams (ten people reporting to me every day).▪ IT Acting Supervisor since 2021.▪ Daily monitor of team task via dashboards.▪ Monthly contribution reports both team and individual, provide feedback and performance evaluation.▪ Shift Handover and dashboard results via Ticket System.▪ Resources administration: Task distribution oriented on achieving SLA and deadlines.▪ Walk reporters through complex issues to ensure a first-time quality service and FCR.▪ Design development and growth plans for both teams based on shared experiences and knowledges.▪ Cybersecurity: Main prevention point and defense against Phishing, Vishing, Smishing and all forms of Social Engineering attempts. Guidelines for prevention and threats management as well as workarounds.▪ Application Management and Application Control via Windows AppLocker.▪ Applications SME.▪ Active Directory security group access management.▪ Review privileged access and credential administration via Active Directory and CyberArk.▪ Bilingual service in both English and Spanish. Show less ▪ Technical support for end users via phone and IM communicator/Skype for business.▪ Support via Axios Assyst Chat system.▪ User account management and unlock.▪ Active Directory security group access management.▪ Troubleshooting and workarounds.▪ Software approval and Installation.▪ Ticket routing and resolution via Axios Assyst ticket system.▪ Cisco AnyConnect Account setup, profiles, and One Time Password provider.▪ MS Exchange Mailbox and Distribution Lists setup and access management.▪ Process New Hire request.▪ Acting as a mentor and as coach of new team members.▪ Bilingual service in both English and Spanish Show less

  • IT Team Lead

    Aug 2018 - Jul 2021

  • IT Service Desk Specialist I

    Sept 2014 - Aug 2018
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  Accenture

  Sept 2021 - now

  • Managing people of the IS SCRM contracting team.• InfoSec GRC Supplier Cyber Risk Management.• Reviewer of terms and conditions of Information Security clauses in supplier contracts.• Risk assessment and mitigation.• Analyst of controls based on ISO27001.• Contract controls and clauses negotiations and its mitigations against audit findings.• Negotiations aimed to maintaining a healthy Information Security posture.• GAP Analysis.• Supplier security research and evaluation via internal risk analysis tools. Show less

  • Security Delivery Specialist

    Mar 2024 - now

  • Security Delivery Senior Analyst

    Sept 2021 - Mar 2024