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Work Background
AvanadeSr. Consultant Digital Identity
May. 2023Texas, United States• Led on-shore/offshore teams for Identity and Access Management operational support in a large oil and gas corporation, ensuring seamless integration and application migration.
• Documented Current State, Target State, Cybersecurity Requirements, and TTO for IAM infrastructure, Print Services, and SCCM, enhancing security and efficiency.
• Conducted a security assessment for an AI assistant deployment in an insurance provider, identifying and recommending remediation for access and security gaps.
AvanadeDigital Identity Consultant
Mar. 2022 - May. 2023Texas, United StatesInternational Energy Provider
Divestment experience with a large oil and gas corporation providing Active Directory architecture and assisting with application migration
Took ownership for all migration related topics regarding Identity and Access Management in the US as the SME
Cross-domain account migration and hybrid environment setup utilizing tools such as ADMS and Quest.
Created standard operating procedures for account Onboarding/Offboarding, patching, and other business processes.
Consulted the client on strategic decisions and best practices that affected the deployment of services to the end user
Identified and acted on post-migration cleanup activities for Entra ID and Active Directory
Cornerstone Home Lending, Inc.Security Engineer
Jan. 2021 - Jan. 2022Houston, Texas, United States• Maintain smooth operation of multi-user computer systems, including coordination with network and server engineers. Interacts with users and evaluates vendor products.
• Make recommendations to purchase hardware and software, coordinate installation and provide backup recovery.
• Develop and monitor policies and standards for allocations related to the use of computing resources.
• Ancillary duties that include setting up administrator and service accounts, maintaining system documentation, tuning system performance, and installing system wide software.
• Operate under minimal supervision.
• Execute day to day management and operations of systems and networks.
• Manage products to collect, display and remediate a variety of automated system security and system operations/performance functions and metrics.
• Follow Operations and Maintenance checklists to maintain services (daily, weekly, monthly, yearly) and build Standard Operating Processes associated with service checklists.
• Operate monitoring tools/capabilities with the enterprise security information and event management (SIEM) and create/tailor complex event alarms/rules and summary reports.
• Assist in analyzing technical risk, upon request, of emerging cybersecurity tools and processes.
Cornerstone Home Lending, Inc.Systems Administrator - Cloud Services
Jul. 2015 - Jan. 2021Houston, Texas• Working with other administrators and engineers of Server, Network, and Security teams to perform system changes and troubleshooting
• Manage O365 users/recipients - create, modify, delete, shared mailbox, recover deleted emails
• Assists in evaluating and researching new products, services, and standards to remain abreast of developments in the industry
• Creating/Modifying powershell scripts for administrative functions
• Building and maintaining Azure Resources and services -Help Desk Supervisor (previous position)
• Ensured Help Desk was appropriately staffed and provided support to end-users.
• Managed evaluations and reviews, standardizing procedures, internal Help Desk ticket distribution, prioritizing, and escalating trouble-calls.
• Trained personnel in customer service techniques, appropriate problem management, and escalation processes and procedures.
CSCSenior Assistant: Help Desk Technician
Jul. 2014 - Jul. 2015United States• Worked with a large team supporting over 50,000 employees globally
• Served as initial point of contact for troubleshooting PC hardware/software and printer issues
• VPN Support – Troubleshooting network connectivity issues remotely
• Active Directory – Password resets and unlocks, adding/removing group policies/user permissions based on role changes and creating/disabling user accounts
• iPhone / iPad / Blackberry Support – Adding exchange accounts and basic phone support
• Altiris Administration – adding on monitoring software pushes
• Network Printers – Assisted with installation via IP address and network drivers. Reviewed print server to help determine and troubleshoot printer issues.
• Software Support – Troubleshooting Microsoft Office 2010 and 2013 as well as proprietary software
• Provided support with OS settings in Windows XP and Windows 7. Settings included network configuration, display (multiple monitors), recreating user profiles, and troubleshooting drivers within Device Manager
CompuComTier II Service Desk
Jan. 2014 - Jul. 2014Dallas/Fort Worth Area• Work with a small team supporting around 3,000 internal employees
• Served as contact for incidents escalated by Tier 1 agents. Followed up to resolve issues in a timely manner.
• Laptop / desktop deployments and break/fix – Assisted with migrations from XP to Windows 7, replaces optical drives, hard drives, ram, etc.
• End-User support and training – Instructing users on use of personal network drives and other company resources provided to them. (i.e. VoIP phones and routers)
• Active Directory – Password resets and unlocks and adding/removing group policies/user permissions based on role changes
• Windows 7 application support – both proprietary and common desktop application support. Assisted with Microsoft Office Suite (intermediate experience in 2007, 2010, and 2103). Majority of support revolved around Outlook adding shared mailboxes, training customers on the use of archive folders, and troubleshooting send/receive errors
• SCCM administration – adding and monitoring software pushes.
Hilton WorldwideForecast Analyst
Aug. 2013 - Oct. 2013Carrollton, TxAssisted in day to day and future operation of our call centers.
Gathered data to set up forecasted volume for each of our call centers.
First point of contact for technical issues which affected agents within our centers.
Documented technical issues for escalation to Help Desk.
Managed flow of calls between each center to help maintain our stat requirements.
Hilton WorldwideSocial Media Specialist
Jan. 2012 - Aug. 2013Carrollton, TxCollaborated with hotels to ensure a response to guest reviews and blogs. (i.e. Tripadvisor)
• Helped manage member accounts (HHonors)
• Analyzed and resolved escalated issues from CEO calls/emails
• Social Media – Monitored social networking sites as part of a new pilot for customer service.
o Timely communication with guests through email and Social Media (Twitter, Facebook, Flyertalk, Reddit, and Tumblr)
o Worked with programmers to build a monitoring platform for our team’s specific needs
o Handled supervisor callbacks for guest calling in regards to Net Direct reservations
o Specialized in reviewing documentation sent in by guests for refund exceptions
Hilton WorldwideGuest Assistance Specialist
Jan. 2010 - Dec. 2011In the business of hospitality I have many tools to assist guest and act as a liaison between them and our property managers. I specialize in diffusing angry guest.
AppleTier 1 Technical Support
Aug. 2009 - Dec. 2009Displayed excellent customer service while giving basic technical support to our
valued customers. • Supported setting up email on the iPhone and various syncing
issues with iTunes. • Provided basic MAC OS troubleshooting.
• Hardware Troubleshooting
Northeast Texas Community CollegeStudent Worker - Administration
Aug. 2008 - May. 2009Exercised key ability to work autonomously within challenging environment. Maintained clean and efficient work environment. Operated PBX switchboard and Xerox machines
• Demonstrated superior public relations skills and vital ability to placate unsatisfied customers.
• Saved time and received recognition for outstanding speed of service. • Worked with Department of Institutional research to analyze and track student retention rates
o Created reports in excel by making use of charts and formulas.
o Cross referenced data between Access and Excel
• Helped plan and execute college and community events
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