Profiles search
Efrain Cintron
Business Information Security Officer at PwC
Tampa, FL, United States
Details
Experience:
2021 : Present
PwC
Manager | Network Information Security
As a Kforce Senior Business Analyst, I am responsible for reviewing assigned business processes from end-to-end to identify and address operational, financial and technological risks. I regularly identify opportunities to improve efficiency. My responsibilities will include a full range of activities from leading small to mid-size projects to assisting other project managers on larger more complex projects related to operational business functions that affect team members and providers at the market level. My specialties include Robotics Process Automation (RPA) with Blue Prism, Taleo, Dynamics, and integrations with applications such as PeopleSoft. A few key responsiblities :
Identify, create and facilitate process design changes by conducting business and systems process analysis and design at a complex level; focusing on quality improvement and data management; ensuring data is reliable and valid;
Provide and support the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs;
Provide project level analysis – producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan)
Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process
Identify improvement opportunities (proactive and reactive)
Elicit and clearly document business and systems requirements
Assess business process and system inefficiencies
Identify ways to increase adoption and customer satisfaction
Demonstrated fluency in business processes and process differentiation
Ability to analyze and synthesize business requirements, including recognizing patterns and conceptualizing processes
2019 : 2021
Kforce Inc
Sr. Business Analyst
Kforce is a global leader in the staffing industry. Behind every business, is a robust set of applications that govern how business is conducted, assists with payroll, and drives the bottom line. As a Sr. APS Analyst, I am responsible to ensure those applications are running as expected. When there is a problem, I collaborate with various teams from Development, to Engineering to ensure the applications are running smooth and providing detailed analysis in improving these same applications.
Duties :
· Subject matter expert across multiple enterprise business applications/technologies
· Utilizing defined processes for incident management, provides analysis and resolution for complex technical, escalated incidents and service requests
· Act as an escalation point for incidents and service requests for Production Applications
· Manage resource scheduling and reporting for all customer support and training issues
· Documents knowledge articles in support of incident management.
· Perform the role of Problem Manager by opening and owning problem records for repeated incidents, service requests or problems identified; suggest remediation strategies for any peculiar or unexpected production level behaviors
· Works closely with third party vendors on application support issues
· Per assigned project, act as Operations Project Take-on Lead and collaborate with development and engagement teams to ensure effective transition of projects to operational readiness
· Per assigned project, work with BA and PM in gathering requirements, establishing budgets, and outlining implementation timelines
· Analyzes processing times and identifies opportunities for tuning
· Work at the Service Management level to help guide and design company processes
2018 : 2019
Kforce Inc
Sr APS Analyst
SiteZeus is a site selection solution that combines the unmatched predictive power of machine learning and the latest in GIS data visualization. We allow customers to bring in their data and create a predictive model of their data to effectively analyze their site selection process.
As the Director of Client Success, my responsibilities are just that, ensuring customer success by training them on the platform, assisting them with their analytics, listening to feedback, and ensuring that my team is doing the same for the customer.
Duties :
• Manage the performance of all levels of support personnel and ensure that service levels are achieved on a consistent basis. Ensure customer expectations are met or exceeded.
• Oversee the service management and implementation process on all submitted issues.
• Act as an escalation point for all incidents and service requests.
• Manage resource scheduling and reporting for all customer support and training issues
• Train, coach and mentor staff including career development. Build/maintain knowledge base documentation to support staff.
• Provide data and reporting of KPIs and trends as defined by management as needed.
• Consistent communication with customer base for proactive feedback on platform and support operations
• Oversee and run monthly customer webinars for customer training, feedback, Q&A sessions, and customer ideas to improve on the application
2018 : 2018
SiteZeus®
Director of Client Success
As SunView Software's Customer Support Manager, we believe in Customer First. We strive to drive customer satisfaction in an environment where other's need us to help drive their business. Our customers success is our success.
Duties :
•Manage the performance of all levels of service desk and remote desktop personnel and ensure that service levels are achieved on a consistent basis. Ensure customer expectations are met or exceeded.
•Oversee the service management process and 100% of incidents submitted to the service desk. Act as an escalation point for all incidents and service requests.
•Manage resource scheduling and reporting for all service desk and desktop support personnel.
•Train, coach and mentor staff including career development. Build/maintain knowledge base documentation to support staff.
•Provide data and reporting of KPIs and trends as defined by management as needed.
•Work with customers in gathering requirements, establishing budgets, and outlining implementation timelines
2017 : 2018
SunView Software, Inc.
Customer Support Manager
PwC
Manager | Network Information Security
As a Kforce Senior Business Analyst, I am responsible for reviewing assigned business processes from end-to-end to identify and address operational, financial and technological risks. I regularly identify opportunities to improve efficiency. My responsibilities will include a full range of activities from leading small to mid-size projects to assisting other project managers on larger more complex projects related to operational business functions that affect team members and providers at the market level. My specialties include Robotics Process Automation (RPA) with Blue Prism, Taleo, Dynamics, and integrations with applications such as PeopleSoft. A few key responsiblities :
Identify, create and facilitate process design changes by conducting business and systems process analysis and design at a complex level; focusing on quality improvement and data management; ensuring data is reliable and valid;
Provide and support the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs;
Provide project level analysis – producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan)
Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process
Identify improvement opportunities (proactive and reactive)
Elicit and clearly document business and systems requirements
Assess business process and system inefficiencies
Identify ways to increase adoption and customer satisfaction
Demonstrated fluency in business processes and process differentiation
Ability to analyze and synthesize business requirements, including recognizing patterns and conceptualizing processes
2019 : 2021
Kforce Inc
Sr. Business Analyst
Kforce is a global leader in the staffing industry. Behind every business, is a robust set of applications that govern how business is conducted, assists with payroll, and drives the bottom line. As a Sr. APS Analyst, I am responsible to ensure those applications are running as expected. When there is a problem, I collaborate with various teams from Development, to Engineering to ensure the applications are running smooth and providing detailed analysis in improving these same applications.
Duties :
· Subject matter expert across multiple enterprise business applications/technologies
· Utilizing defined processes for incident management, provides analysis and resolution for complex technical, escalated incidents and service requests
· Act as an escalation point for incidents and service requests for Production Applications
· Manage resource scheduling and reporting for all customer support and training issues
· Documents knowledge articles in support of incident management.
· Perform the role of Problem Manager by opening and owning problem records for repeated incidents, service requests or problems identified; suggest remediation strategies for any peculiar or unexpected production level behaviors
· Works closely with third party vendors on application support issues
· Per assigned project, act as Operations Project Take-on Lead and collaborate with development and engagement teams to ensure effective transition of projects to operational readiness
· Per assigned project, work with BA and PM in gathering requirements, establishing budgets, and outlining implementation timelines
· Analyzes processing times and identifies opportunities for tuning
· Work at the Service Management level to help guide and design company processes
2018 : 2019
Kforce Inc
Sr APS Analyst
SiteZeus is a site selection solution that combines the unmatched predictive power of machine learning and the latest in GIS data visualization. We allow customers to bring in their data and create a predictive model of their data to effectively analyze their site selection process.
As the Director of Client Success, my responsibilities are just that, ensuring customer success by training them on the platform, assisting them with their analytics, listening to feedback, and ensuring that my team is doing the same for the customer.
Duties :
• Manage the performance of all levels of support personnel and ensure that service levels are achieved on a consistent basis. Ensure customer expectations are met or exceeded.
• Oversee the service management and implementation process on all submitted issues.
• Act as an escalation point for all incidents and service requests.
• Manage resource scheduling and reporting for all customer support and training issues
• Train, coach and mentor staff including career development. Build/maintain knowledge base documentation to support staff.
• Provide data and reporting of KPIs and trends as defined by management as needed.
• Consistent communication with customer base for proactive feedback on platform and support operations
• Oversee and run monthly customer webinars for customer training, feedback, Q&A sessions, and customer ideas to improve on the application
2018 : 2018
SiteZeus®
Director of Client Success
As SunView Software's Customer Support Manager, we believe in Customer First. We strive to drive customer satisfaction in an environment where other's need us to help drive their business. Our customers success is our success.
Duties :
•Manage the performance of all levels of service desk and remote desktop personnel and ensure that service levels are achieved on a consistent basis. Ensure customer expectations are met or exceeded.
•Oversee the service management process and 100% of incidents submitted to the service desk. Act as an escalation point for all incidents and service requests.
•Manage resource scheduling and reporting for all service desk and desktop support personnel.
•Train, coach and mentor staff including career development. Build/maintain knowledge base documentation to support staff.
•Provide data and reporting of KPIs and trends as defined by management as needed.
•Work with customers in gathering requirements, establishing budgets, and outlining implementation timelines
2017 : 2018
SunView Software, Inc.
Customer Support Manager
Company:
PwC
Spoken Language:
English, Spanish
About
Businesses rely on technology to bring them success, but not everyone understands how software integrates with business, nor how to actually integrate software with their business. Simplifying, managing, and deploying that process is what helps me help businesses more successful.
I am an experienced Analyst with a demonstrated history of working in the computer software industry. Skilled in project management, Enterprise Level Consulting, SaaS, ITIL Foundation, Multiple MS Server platform, IIS Management, RPA, and much more.
Profile Photo
