Profile:

• Highly Experienced Identity and Access Management Architect, with Strong
• Teaming, Customer Relationship and Interpersonal Communication Skills
• Seeking Opportunity to take MY Career to the Next Level by Joining and
• Making Key Contributions to Your Team

Confidential

ServiceNow Admin

• Custom Solution development
• Transition Management
• Project Plan Managementt
• Develop and Implement the Statement of Work
• Review Contractual support Requirements for New Business

Confidential

Access Management Architect

• Primary Controls Identity and Access Management Specialist: Active Directory, AS400, Unix, Vax, PeopleSoft, Mainframe RACF, ACF2, Top Secret and Microsoft Exchange, Network Share management and Novell
• IAM support for the following tools Oracle Identity Manager, Tivoli, Quest Active Role Server.
• Audit Compliance support related to SOX, Hippa, ITAR requirements
• Custom Staffing Solutions development
• Transition Management
• Project Plan development
• Develop and Implement the Statement of Work as related to IAM
• Develop and Implement Compliance Task Matrix for Global Delivery
• Review Contractual support Requirements for New Business as related to IAM
• Develop and Implement the Process Interface Manual and External Operating Procedures for New Business
• Implement the Standard IAM roles for New Business
• Develop and Implement Knowledge Gathering/transfer process
• Determine minimum system requirements for IAM support
• Determine areas in which automation might be beneficial.
• Schedule review of current process for OS Level support, modify documentation as needed to allow layman understanding of the current processes.
• Develop and implement standardized OS Level Training for the Identity and Access Management role.

Confidential

Subject Matter Expert, Identity and Access Management, Honeywell Account

• Customer service interaction on a daily basis
• Multiplatform Identity and Access Management Specialist: Active Directory, AS400, Unix, Vax, PeopleSoft, Mainframe RACF and Microsoft Exchange, Network Share management . Supporting a support staff of 30 agents, and a customer base of 160,000 people.
• Responsible for Logical Access Knowledge Base management and process review documentation.
• Improved training material for the Identity and Access Management team by constantly up-grading training materials and practices based on work being offered to the desk.
• Identity and Access Management account transition specialist, Coordinate and assist with account transition Active Directory, AS400, Unix, Vax, PeopleSoft, Mainframe RACF and Microsoft Exchange, Network Share management
• Administered/ Developed training related to Identity and Access management Active Directory, AS400, Unix, Vax, PeopleSoft, Mainframe RACF and Microsoft Exchange, Network Share management
• Escalation Specialist: assist with escalated customer requests to resolution.
• Initiate level 3 support when required

Confidential

Desktop support

• Customer service interaction on a daily basis
• Developed and Implemented Level 1 and 1.5 training program by constantly up-grading training materials and practices based on work being offered to the desk.
• Remote control of users pc to resolve problems, Troubleshoot Win 95, 98, 2000, XP, NT, Unix, Mainframe, AS400, Remote access Blackberry support and other Shrink-wrap Software related issues.
• Troubleshoot all Hardware issues and Network connectivity problems.
• Assisted with documentation review and updating Knowledge Base.
• Routing of tickets daily to level 2 support teams, to keep tickets within Service Level agreements for the customer.

Confidential

Senior Customer Service Rep

• Customer service interaction on a daily basis,
• Assisted Team Leads in daily duties, Backup Team Lead when leads were not available, duties which included, monitor level 1 agents, handle customer escalations, staffing and scheduling metrics,
• Domain migration project, Liaison between Helpdesk and Project manager during migration
• Active Directory migration project, Liaison between Helpdesk and Project manager during migration
• Daily backup to server for Astaff metrics, Escalation focal and SME subject matter expert for level 1 on HGR remote access , Outlook, Mainframe and general customer issues.
• Troubleshoot Win 95, 98, 2000, NT, Unix, Mainframe, as400, software related issues. Troubleshoot all Hardware issues and Network connectivity.
• Training of new employees,
• Leadership team responsibilities, and assist with documentation review and updating knowledge base. Initiate tickets for level 2 support.

TECHNICAL SUMMARY

Microsoft Certified Professional

HARDWARE: 7 years experience on IBM and Dell systems, PC literate and hardware functional including configuration and installation of modems, printers, network adapter cards nics , hard disk drives, CD-Rom/DVDs

SOFTWARE: 7 years experience on IBM and Dell systems, Proficient on the installation and configuration of Windows 95, Windows 98, Windows 2000, Windows XP, Microsoft Office Suite, Lotus applications and Remote access software plus most Shrink-wrap applications. 4 plus years experience with AS400 and Mainframe including TSO, RACF, and VRA editor. 4 plus years supporting a Windows 2000 / XP / Novell network environment