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Work Background
Cox Automotive Inc.Identity & Access Administrator
Dec. 2020Atlanta, Georgia, United StatesProcesses access requests and additions of new groups, systems, applications, or users promptly, ensuring accurate, compliant, and secure access aligned with job responsibilities. Maintains accurate access control records, documentation, and databases, improving audit readiness and reducing access discrepancies. Verifies access controls align with security policies and license agreements, contributing to 100% pass rate during internal compliance audits. Oversees audit, modification, and timely revocation of user access rights, strengthening compliance posture and reducing risk exposure.
Investigates and resolves system and application access issues, improving user onboarding efficiency and reducing access-related tickets. Responds to unauthorized access incidents by ensuring prompt remedial action, mitigating potential security threats, and maintaining data integrity. Validates SailPoint entries post-implementation in 2024 to address system glitches, manually verifying employee type, location, and end date accuracy, reducing provisioning errors, and ensuring accurate role-based access.
Momentum TelecomWHITE LABEL TECHNICAL SUPPORT REP
Feb. 2017 - Dec. 2020Cartersville, GA WHITE LABEL TECHNICAL SUPPORT REP, 9/2020 to Present
NOC ANALYST, 8/2019 - 8/2020
WHITE LABEL TECHNICAL SUPPORT REP, 2/2017 – 7/2019 Adapted technical support strategies to match varying customer experience levels, increasing first-call resolution rates 20%. Maintained comprehensive records of daily customer interactions, fulfillment activities, and support agreements, improving issue traceability and service continuity. Monitored network performance to identify connectivity issues proactively and escalated to specialized teams, minimizing downtime and improving service response times. Leveraged Salesforce to track, document, and resolve trouble tickets, streamlining workflow and enhancing visibility across support operations. Mentored and trained new call center agents, accelerating onboarding and contributing to improvement in team performance metrics.
AnthemIT Documentation Intern
Jul. 2016 - Dec. 2016Greater Atlanta AreaPartnered with Salesforce Automation team to implement Agile methodology, enhancing system usability and improving healthcare user experience across multiple platforms. Led data migration efforts to Rational Team Console, ensuring all critical systems were accurately transitioned, reducing post-migration errors. Conducted verification of 50+ Annual Enrollment Plans in Siebel environments for User Acceptance Testing (UAT), ensuring accurate plan configuration and successful deployment readiness. Developed and executed application test scripts across multiple test environments in collaboration with offshore teams, improving test coverage and accelerating issue resolution timelines.
Bank of AmericaSystem Analyst
Nov. 2012 - Dec. 2012Charlotte, North Carolina AreaEnhanced functionality by installing new access application layout and updating existing platforms, improving workflow. Validated completion of Access Reviews and coordinated necessary user access changes in collaboration with Risk Managers across multiple lines of business and countries, impacting 5K+ employees. Examined missing employee IDs in various department audits and gathered information on past and present employees, determining status using Identity management for Active Directory / LDAP accounts.
Bank of AmericaSystem Analyst
Oct. 2010 - Mar. 2012Charlotte, North Carolina AreaEnhanced functionality by installing new access application layout and updating existing platforms, improving workflow. Validated completion of Access Reviews and coordinated necessary user access changes in collaboration with Risk Managers across multiple lines of business and countries, impacting 5K+ employees. Examined missing employee IDs in various department audits and gathered information on past and present employees, determining status using Identity management for Active Directory / LDAP accounts.
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