Andrea Ward
Wylie,TX
Summary
Technical support, troubleshooting and security analysis 7 years of application support experience in various roles including three years of Business Analysis experience 2 years of security analysis, data analysis using Microsoft Excel, including Vlookup, CONCATENATE Performed audits, supported SOX and SSAE16 audits. Worked with internal and external auditors. Provided post production/operations support utilizing Tenet IAM tool as well as web-based application support. Professional Level SQL Skills. Ability to write queries.
Overview
22
22
years of professional experience
2
2
Certifications
Work History
Identity and Access Management Support
Capital One
01.2017 - Current
- Customer service oriented Help Desk Engineer providing advanced technical support to users in an efficient and accurate manner
- Second line support solving more complicated access related problems while providing support for all assigned areas
- Ensuring Capital One values are maintained to the standards set forth by the company
- Provide second level contact and convey resolutions to Capital One associate issues
- Properly escalate unresolved queries to the next level of support
- Provide user access support and resolve problems to the end user’s satisfaction
- Administer system access by creating, maintaining and removing User and System Access rights based on authorized requests received through internal requests tools, in accordance with established procedures and within defined Service Level Agreements (SLA)
- Work break/fix Incident (Trouble) Tickets for access-related issues and provide close the loop service to internal customers
- Manage access to both internal and external applications
- Supports enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests
- Securely communicate login credentials, initially or when reset, to the user
- Effectively manage priorities, communicate progress and raise impediments as needed
- Develop a full understanding of the processes and procedures in scope by the team in order to deliver a high-quality provisioning service to our customers
- Use knowledge of processes and procedures to identify and offer ways to make improvements within the team
- In this role I have used the following applications: Sailpoint, ServiceNow, Cyberark, Webex, Slack, Microsoft office suite, and Google Suite
Security Systems Sr Analyst
Dell Services
01.2013 - 01.2017
- Knowledge of sox and ssae16 audit controls
- Performed full access review audits
- Acted as account project manager for ssae16 audit, coordinating responses from application teams, organizing and reporting data to internal audit as well as following up on remediation items/findings and ensuring remediation tasks were completed by due dates
Business Analyst
Dell Services
01.2012 - 01.2013
- Provided post-production/operations support and web-based application support
- The role required direct corporate client interface, requirements gathering, design and maintenance of small to medium sized requirements documents
- This role involved working as a liaison between the end users and the technical team
Service Desk Support Analyst
Perot Systems/Dell Services
01.2006 - 01.2012
- Supported the internal software application, eTenet
- Utilized Remedy to log calls from eTenet users as well as create and monitor tickets that outline problems users are having with eTenet
- Responsibilities include, trouble shooting and guiding users through different processes including but not limited to logging in, resetting passwords, accessing and completing edu courses or referring students to educators when appropriate
- Utilized hrmsweb and Adamweb(active directory/IAM tool) to perform profile searches, make updates (in Adamweb) and verify accuracy
- Spent two years training with the lead Business Analyst for Adamweb, for career development purposes
Administrative Assistant
Perot Systems
01.2003 - 01.2006
- This role requires a high level of organizational skills as well the ability to adapt to change
- The position has also required learning and utilizing new software
- It is necessary to work quickly to stay on top of filing as well as search for and locate missing documents
- Assisting in taking messages and making phone calls to acquire missing information on Enrollment documents is a requirement, also balancing my time between Claims and Enrollment, looking up claim numbers for the claims department to determine whether or not claims are paid
- If a claim is not paid, determine and record what the holds are on that particular claim
Education
no degree/CE credit - SQL programming
Collin County Community College
11.2008
Took 1 semester no degree - Business
Collin County Community College
01.2003
Working toward bachelors - English Major
Southern Nazarene University
01.2001
Skills
- Meeting facilitation
- Customer Engagement
- Relationship Building
- SQL
- Sailpoint
- One Support
Additional Information
ITIL certified, SixSigma Yellow Belt, SAFe Scrum Master
Certification
ITIL v4
Yellow belt
Timeline
Identity and Access Management Support
Capital One
01.2017 - Current
Security Systems Sr Analyst
Dell Services
01.2013 - 01.2017
Business Analyst
Dell Services
01.2012 - 01.2013
Service Desk Support Analyst
Perot Systems/Dell Services
01.2006 - 01.2012
Administrative Assistant
Perot Systems
01.2003 - 01.2006
no degree/CE credit - SQL programming
Collin County Community College
Took 1 semester no degree - Business
Collin County Community College
Working toward bachelors - English Major
Southern Nazarene University