Allan Quiros Ramirez

Experience

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  Sykes Enterprises, Inc.

  Apr 2006 - May 2008

  Technical Support

  SONY VAIO account, provide tech support and networking support to the SONY VAIO notebooks users

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  BYTEC

  Jan 2008 - May 2011

  IT Support

  Receive, analyze, monitor and resolve PC telephone and network problems in a timely fashion with little or no guidance from supervisor. Assist all end users with general computer operation and desktop application software questions and problems. Troubleshoot end user PC problems of all complexity, often requiring in-depth examination of underlying PC, OS, configurations, application software and extensive research. Basic Server administration to include user account administration, backups, and non complex application software administration. Day to day installation of phone sets, moving extensions, configuring call appearance, and setting up voice mail. Install and maintain facility wiring infrastructure. Provide on-call technical support via pager as required.Install and maintain facility wiring infrastructure. Provide on-call technical support via pager as required. Show less

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  First Base Program S.A.

  May 2011 - Jul 2012

  Support Specialist - Team Lead

  Provide support to customers computers by phone and chat using remote connection to troubleshoot issues related with networking, e-mail, virus removal, software installation, driver updates, hardware devices and system maintenance in general. Manage team and provide effective guidance. Supervise, manage and motivate team members daily. Create an inspiring team environment with an open communication culture. Set clear team goals, monitor team performance and report on metrics, recognize high performance and reward accomplishments, encourage creativity and risk-taking. Show less

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  Bank of America

  Jul 2012 - Aug 2014

  Analyst II-Sys Admin & Support

  Facilitate the security administration process (Grant, Modify and/or Revoke access) for several applications for all Bank of America employees upon request, performing tasks such as: creation / configuration of user logon Ids and updating access control lists. Perform detailed analysis of access requests/processes and provide recommendations for improvement to senior team members and Information Security management. Management of work requests via ticketing system: updating tickets with all work activities, addressing compliance and documentation requirements. Perform standard and non-standard processing of security authorization requests. Motivate team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members and help with training and development processes. Show less

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  Fujitsu

  Jul 2014 - Dec 2015

  Information Security Consultant

  Responsible for user account administration in a multi-platform environment to ensure that administration procedures are aligned with overall Information Security policies and standards. Maintain user access to securable customer system resources (Windows / Active Directory, Exchange). Application maintenance: enhance, maintain or support existing IT products and processes to the defined service level agreement Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and look for opportunities to expand systems. Carry out supervisory responsibilities in accordance with company's policies and applicable laws. Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks Show less

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  GSK

  Oct 2015 - Jan 2021

  Tech Manager - Identity and Access Management

  Responsible for providing access to systems, base services, business applications, user accounts and access entitlements for an end-user population. Plan and carry out security measures to protect computer networks and systems. Develop security standards and best practices for the organization. Recommend security enhancements to management or senior IT staffDeliver an effective and efficient access to IT systems and business applications across GSK. Responsible for the evaluation, specification and improvement of processes or new services to be supported by the team. Management and supervision of a team resources in Costa Rica to meet service and technical requirements for future improvements. Facilitate, manage and enhance relationships with global business groups and other key stakeholders, ensuring that issue volumes and resolutions times are reduced, by implementing service improvement initiatives. Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards, forecast requirements and prepare an annual budget. Manage activities required by local regulations, including approval of a team schedule, absences, expenses, etc., management of employees recruitment, termination, promotion, objective setting, career path, providing a high-quality service in terms of availability, performance and cost. Authoring and discussing with employee’s performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards Show less

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  Equifax

  Feb 2021 - now

  • Vice President, IAM Operations

    Sept 2023 - now

  • Director, IAM Operations

    Feb 2021 - Sept 2023