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senior end user services analyst sys admin iam resume example with 7 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Highlights
  • Identity and Access Management
  • Excellent problem-solving abilities
  • Active Directory
  • Incident Management
  • Agile learner
  • Reading Comprehension
  • Analytical and critical thinker
  • Exceptional troubleshooter
  • Office Support
  • Video Conferencing
  • Closing Tickets
  • Technical Support Triage
  • Team Support
  • Remote System Analysis
  • Computer Hardware Knowledge
  • Help Desk Support
Education
Devry University North Brunswick, Expected in 06/2003 Associate : Electronics & Computer Technology - GPA : Graduated with Honors

Graduated with Honors

Global Knowledge Morristown, NJ, Expected in 04/2007 : Microsoft Certified Professional/Microsoft Desktop - GPA :
The Knowledge Academy Virtual, Expected in 10/2020 : ITILv4 Foundation Course - GPA :
Experience
Westfield, Llc - Senior End User Services Analyst/Sys Admin IAM
City, STATE, 07/2018 - Current
  • Administer identity and security access globally for human and functional accounts across multiple systems and applications. This includes on-boarding/off-boarding, incident/problem management associated with access entitlements and terminations as well as Emergency & Privileged Access management.
  • Provided samples for auditing to ensure Sarbanes Oxley compliance.
  • Consistently met deadlines and requirements for all production work orders.
  • Performed eDiscovery identifying data entry points as required for litigation and data
  • Working with the IAM team to resolve identity and access management problems
  • Maintaining up-to-date knowledge of identity and access management best practices
  • Documenting IAM processes and procedures
  • Serve as internal liaison for RBAC/IAM issues with representatives from application solution owners and Information Security
  • Automated procedures for offboarding and onboarding
  • Created internal and user facing knowledge-based articles utilizing ServiceNow
  • Identified, researched, and provided the hardware and software needed to satisfy user requirements; Assist in hardware refresh and application support for our end users
  • Managed, resolved, and direct the flow of incoming help desk calls to affect a timely resolution
  • Assisted in the deployment of new hardware
  • Assisted with other sections such as system administrator and network administrator when needed and provided accurate reporting and input to the IT team.
  • Assisted with the training and orientation of customers’ new user staff.
  • Work with vendors support contacts to resolve technical problems and new equipment orders.
  • Setup and troubleshoot printers, copiers fax machines and multifunction machines
  • Prepared new workstations, laptops and refresh existing workstations, laptops when they are returned to the IT department because of someone leaving or new computer replacement
  • Installed and maintained IP-Phone using Cisco Call Manager and Cisco Unity
  • Tracked and documented trouble tickets via ServiceNow; Provided updates, status and completion information to manager and/or users
  • Responsible for the setup of all end-users from Mid-level to Executive Level
  • Provided support via phone and remote using Windows Remote desktop assistance and various free remote software
Insight Global, Llc - IT Lead Support
City, STATE, 06/2017 - 07/2018
  • Provided telephone, in-person support to all end-users
  • Responsible for managing and maintaining all service desk calls
  • Responsible for the setup of all end-users from Mid-level to Executive Level
  • Responsible for properly entering a ticket when a user call and distributing ServiceNow ticket to the appropriate support group
  • Provided support via phone and remote using Windows Remote desktop assistance and various free remote software
Equity One, Inc - IT Lead Support /Junior System Administrator
City, STATE, 12/2015 - 04/2017
  • Provided and was responsible for supporting Executives
  • Responsible for maintaining MobileIron server for mobile management
  • Administration and managed our Virtual infrastructure - monitor, analyze, identify and troubleshoot issues, upgrade of Virtual infrastructure products - VMware vSphere suite including VMware vCenter Server, VMware ESX/ESXi clusters, Virtual machines and templates; VMware Disaster Site Recovery manager for Disaster recovery of environment
  • Installed and maintained IP-Phone using Cisco Call Manager and Cisco Unity
  • Tracked and documented trouble tickets via ZenDesk; Provided updates, status and completion information to manager and/or users
  • Responsible for maintaining positive customer service relations
  • Provided telephone, in-person and online support to end-users using remote service tools like SCCM&Citrix GoToAssist
  • Identified, researched and provided the hardware and software needed to satisfy user requirements; Assist in hardware refresh and application support for our end users
  • Managed, resolved and direct the flow of incoming help desk calls to effect a timely resolution
  • Assisted in the deployment of new hardware
  • Assisted with other sections such as system administrator and network administrator when needed and provided accurate reporting and input to the IT team.
  • Assisted with the training and orientation of customers’ new user staff.
  • Work with vendors support contacts to resolve technical problems and new equipment orders.
  • Setup and troubleshoot printers, copiers fax machines and multifunction machines
  • Prepared new workstations, laptops and refresh existing workstations, laptops when they are returned to the IT department because of someone leaving or new computer replacement

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Resume Overview

School Attended

  • Devry University
  • Global Knowledge
  • The Knowledge Academy

Job Titles Held:

  • Senior End User Services Analyst/Sys Admin IAM
  • IT Lead Support
  • IT Lead Support /Junior System Administrator

Degrees

  • Associate

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