System Administrator

• Feb 2020 - Present

Technical Support Specialist

• May 2019 - Feb 2020

- Maintaining customer accounts with processing data change requests, creating user accounts, updating account information - Develop improvements focusing on process, resources and competitive advantage through understanding the drivers of customer dissatisfaction - Create and maintain knowledgebase articles for helpdesk agents - Provide process feedback to direct line manager and the client management, calling out risks, process failures, system challenges - Report any tool issue directly to the client and monitoring it until the resolving team report the issue resolved. - Monitor help desk tickets and look for problem trends and training issues

User Support Specialist

• Jul 2018 - Apr 2019

Enhanced Identity and Access Management Assurance Analyst

• Nov 2017 - Jun 2018

For this team I was involved since the creation phase, being actively involved in the knowledge process creation.- Review all identity and access management tickets related to On-boarding, Off-boarding, Fileshare and Move requests raised on behalf of client, completed by Account Administration or other Service Desk Teams, and validates the requests were processed per the company identity and access management policies documented in its knowledge repository.- Assure that 0 SOX deficiencies are committed by Service Desk Teams while completing requests in their scope of support- Perform any possible correction when an error is identified on a ticket processed by Account Administration or other Service Desk Team and categorize it as per procedure.- Attend regular process feedback meetings to assess stability of tools and systems- Keeping the knowledge base up to date with the process changes and help create new knowledge objects

Senior Account Administrator

• Apr 2017 - Oct 2017

- Managing new hire on-boarding requests and ensuring that all services for new hire on-boarding are completed such as: AD and mail account creation; access to requested software applications; file share, home drive and printer access are granted. - Managing leaver off boarding, inter department transfers and RSA user administration- Execute operational process tasks according to service level expectations- Attend regular process feedback meetings to assess stability of tools and systems- Provide process feedback to direct line manager and the client management, calling out risks, process failures, system challenges etc- Test the integration between multiple tools used by the Service Desk and resolving teams from the client- Keeping the knowledge base up to date with the process changes and help create new knowledge objects when new procedures are adopted by the client- Reporting any tool issue directly to the client and monitoring it until the resolving team report the issue resolved.

Account Administrator

• Jul 2016 - Apr 2017

- Managing new hire on-boarding requests and ensuring that all services for new hire on-boarding are completed such as: AD and mail account creation; access to requested software applications; file share, home drive and printer access are granted. - Managing leaver off boarding, inter department transfers and RSA user administration- Execute operational process tasks according to service level expectations

Customer Service Advisor

• Jan 2016 - Jun 2016

Bartender

• Feb 2015 - Jan 2016