As a security consultant on the Leveraged Accounts team, I was responsible for processing incoming client requests to grant/revoke access all the systems that HP managed on their behalf. These systems included UNIX-based servers (e.g. Solaris, HP-UX, RHEL, etc.), Microsoft Active Directory (i.e. Wintel), and several internal/proprietary systems individual to each client including car rental management systems, travel reservation systems, etc.
Given the breadth of platforms, clients and requests, the role required our team to handle the technical challenges involving the quality of our service to make sure our output matched our user’s expectations while guaranteeing security compliance and SLAs. As a proficient UNIX user, I was able to quickly contribute to the team by providing assistance to my teammates as well as improving existing processes and tooling.
By the end of my tenure as a security consultant I was acting as a team leader, which involved communicating with clients directly, onboarding and mentoring new teammates, assigning work to the team, and keeping track of our KPIs on a daily/monthly/yearly basis. As a consequence, our team went from a severe SLA violation status (which carried with it financial penalties and lack of customer trust) to a green status for 2 years uninterrupted.