Competent IT professional with over 20 years of experience in various IT support roles. Self - motivated‚ detail oriented‚ agile learner and analytical ‚Currently administers SAP data access globally for all users cross entire enterprise. Administering identity and security access globally for human and functional accounts across multiple systems and applications. Prior roles included Service Desk supervisor, Relationship Manager and User Training Administration Change Management. Experienced Data Security Analyst with over fifteen years of experience in Medical Technology industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Domino Administrator and Lotus Notes
MS Office, Word, Excel, PowerPoint
Sarbanes Oxley testing
Service level agreements
Upgrade project teams
Application Access Security
Excellent Communication Skills
Self-Motivated and Work Independently
Active Directory, Hyperion, Windows 2000, Self-Motivated
Automate, Internet Explorer, NT, Service level agreements
Call center, Litigation Support, Word, Team management
Excellent Communication, Litigation, Enterprise, Technical support
Customer Service, Meetings, Policies, Training materials
Data Collection, Mentoring, Problem resolution, Upgrades
Data entry, Access, Profit, Upgrade
Diagnosis, Excel, Quality, VPN
Email, Microsoft Exchange, Quality Control
Focus, MS Office, Relationship Management
Functional, Microsoft Office 2000, SAP
Help Desk, MS PowerPoint, SAP 4.7
HP, PowerPoint, Sarbanes Oxley
Data Security Analyst, 01/2002 to Current Company Name – City, State
Administered and Secured, data access globally for users across entire enterprise.
Designed and created monthly metrics reports Performed eDiscovery identifying data entry points as required for litigation and data retention.
Created and modified SAP functional accounts for worldwide system upgrades and implementations.
Managed identity and security access globally for human and functional accounts across multiple systems and applications.
Partnered with contractors, project teams and end users to plan and facilitate software upgrades.
Produced and maintained robot accounts to automate SAP functions.
Conducted on-boarding/off-boarding requests in Active Directory.
Created network shares and managed group membership to those network shares.
Managed incident/problem associated with access entitlements and terminations as well as emergency and privileged access management.
Provisioned and managed access in SAP 4.7 and 6.0, HP Quality Center, BPC, Sabrix, Hyperion and Lotus Notes Created on demand reports in SAP.
Sampled user data for Sarbanes Oxley (SOx) compliance Administered technical support for user computer issues.
Trained newly hired associated on work instructions, policies and service level agreements.
Created user email accounts in Microsoft Exchange Created user accounts in Lotus Notes using Note Domino.
Drove operational improvements which resulted in savings and improved profit margins.
Increased customer satisfaction by resolving SAP access issues.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Monitored use of data files and regulated access to protect secure information.
Help Desk Analyst, 01/2002 to 01/2008 Company Name – City, State
Diagnosed, troubleshot, and resolved problems with Microsoft Office 2000, Lotus Notes , VPN, Windows 2000 and NT, Internet Explorer and SAP.
Effectively managed high-volume of inbound and outbound customer calls.
Defused volatile customer situations calmly and courteously.
Used remote assistance to diagnosis and repair user computer issues.
Process telephone, email and voicemail requests for software and hardware changes to Associate's PCs.
Coordinate and schedule hardware and software upgrades and installations and Asset tracking.
Developed training materials, conducted webinars and authored wikis for user training and support use.
Assumed remote control over customers' computers when necessary to resolve problems.
Provided thorough technical support and problem resolution for over 100 customers daily.
Relationship Management, Addressed and resolved customer computer issues with high percentage of calls resolved on first contact.
Project Leader, 01/1997 to 01/2001 Company Name – City, State
Managed call center from initial start-up to full operational status.
Increased first call resolution by 20%.
Analyzed call volume and average call time to monitor Customer Service Representative performance, Customer focus and productivity.
Monitored queues and managed number of agents in each queue.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Improved call center functionality and service capacity by resolving customer complaints efficiently Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted monthly staff meetings.
Developed classroom training curriculum and mentoring program for new Help Desk Analysts.
Bachelor of Arts: Business Administration, 2008 Fairleigh Dickinson University - City, State
Paralegal Studies, 2010
Fairleigh Dickinson University, Madison, New Jersey
PC Specialist Diploma: Computer Technology, 1995
The Chubb Institute, Parsippany, New Jersey
Contact Tracer: Contact Tracer Certification, 2020
Johns Hopkins University - Baltimore, Maryland
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Fairleigh Dickinson University
Job Titles Held:
Data Security Analyst
Help Desk Analyst
Bachelor of Arts : Business Administration , 2008
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