Access Management Audit Specialist Resume Example
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ACCESS MANAGEMENT AUDIT SPECIALIST
Professional Summary
IT Specialist with over 20 years of successful experience in Customer Service. Recognized consistently for performance excellence and contributions to the success of the IT Department. Enthusiastic and eager to contribute to team growth through hard work, attention to detail and excellent organizational skills. Experience improving customer satisfaction, policy development and staff management procedures positively impacting overall morale and productivity. Experience in performing internal audits including application exposure to PCI/PII data.
Skills
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Work History
Access Management Audit Specialist, 04/2018 to 08/2019
Ashley Furniture – Sarasota , FL
Ashley Furniture – Sarasota , FL
- Developed standard operating procedures and document workflows to perform internal audit reviews; responsible for keeping data current for approximately 23 quarterly audits and 4 monthly audits.
- Analyzed current business inefficiencies in existing processes and suggested implementation of improvements directly related to audit reviews.
- Controlled confidentiality to protect data files which included HR reporting necessary to perform audits.
- To avoid potential failure and/or company fines, worked with Internal Audit team to ensure accuracy of reporting prior to them conducting final reviews with the assigned External Audit facility.
- Ensured proper approvals were obtained from each department Vice President on a timely quarterly basis prior to uploading final audits. Also ensured detailed corrections were addressed as reported by approving VP to avoid duplicate findings the following quarter.
- Tracked all steps taken to ensure the utmost accuracy.
Access Management/Service Desk Supervisor, 09/2009 to 03/2018
Vistana Vacation Ownership (now Marriott Vacation) – City , STATE
Vistana Vacation Ownership (now Marriott Vacation) – City , STATE
- Planned coverage needs and organized services to support incoming team events.
- Prepared weekly employee work schedules for up to 12 team members ensuring all shifts received adequate coverage. Maintained weekly time cards for accuracy to meet Payroll requirements.
- Used quick response and dynamic service skills to build relationships with internal customers, improving customer satisfaction. Utilized survey results to implement improvements.
- Supervised 12 Service Desk team members and provided constructive feedback, resulting in higher morale and increased employee retention.
- Prepared and delivered individual team member reviews including goal setting, mid-year update and final review.
- Prepared weekly metrics and presented data to Sr. VP of IT Department.
- Wrote documentation/processes for team and ensured they were kept updated as needed.
- Ensured incoming members to the team were adequately trained.
- Conducted hiring for the team including FT and Temporary personnel.
Access Management Lead, 07/2003 to 08/2008
Vistana Vacation Ownership (now Marriott Vacation) – City , STATE
Vistana Vacation Ownership (now Marriott Vacation) – City , STATE
- Developed standard operating procedures and document workflows for staff and managed the internal knowledge base. Identified inefficiencies in existing processes.
- Established and maintained productive working relationships with staff to resolve operational difficulties and to promote collaborative approach to customer service.
- Determined and recommended methods to address improvement opportunities.
- Performed quality training for new and existing staff. Ensured on-going cross-training for all team personnel.
- Investigated and resolved customer complaints to foster satisfaction. Worked hand-in-hand with IT Customer Service Director to improve operations and provide exceptional customer service.
- Collaborated with IT Customer Service Director to model group goals.
- Held weekly staff meetings to help develop team communications.
- Listened in on team calls to evaluate their interaction with a customer. Completed written survey to present to staff member on positive interactions and/or areas for improvement.
- Supervised and led employees to high performance levels by conducting regular 1:1.
- Gathered monthly metric data for IT Customer Service Director to include volume of incoming requests, turnaround times, repeat offenders, departments with the most inquires, type of inquiries, etc.
- Reviewed/approved every ticket request for PC access on a daily basis. Ensured each ticket included accurate access according to a person's role within the company.
IT Service Desk Analyst, 06/1999 to 06/2003
Vistana Vacation Ownership (now Marriott Vacation) – City , STATE
Vistana Vacation Ownership (now Marriott Vacation) – City , STATE
- Shared after hour support on a quarterly rotation to ensure customer 24/7 emergency assistance.
- Served as first level of contact for customers via queued phone system, shared team email box and faxes for assistance with computer issues and help with software applications.
- Entered customer data using in-house software ensuring the latest updates were retained for each problem reported. Serviced hundreds of internal company customers at multiple sites throughout the country.
- Ensured proper priority level was assigned to each issue for customer satisfaction metrics.
Education
Some College (No Degree): Accounting And Business ManagementKean College - City
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Resume Overview
School Attended
- Kean College
Job Titles Held:
- Access Management Audit Specialist
- Access Management/Service Desk Supervisor
- Access Management Lead
- IT Service Desk Analyst
Degrees
- Some College (No Degree) : Accounting And Business Management
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