Carol Chavers
Clinton Township,MI
Summary
Dedicated administrative professional with successful experience in fast-paced IT office settings. IAM/Provisioning Administrator using Active Directory Users Computers/Office 365. Committed to meeting SLA's and able to provide 24x7 during on-call periods. Hardworking team player with expertise in completing various IT clerical tasks and offering staff support. Responsible, punctual, and productive professional when working with little to no supervision. Innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty.
Overview
9
9
years of professional experience
Work History
Product Support Provisioning Analyst
Alchemy Software Solutions - Merative (CONTR)
07.2022 - 02.2023
- Creating, removing, and maintaining account permissions and access controls for all IT solutions and systems
- Ensuring correct authentication and authorization for end-users and services, managing IT policies and procedures, provide access to resources based on users' attributes, affiliations, and roles
- Produced superior user provisioning results with customer experience excellence by ensuring quality and level of user provisioning and support meets or exceeds customers' expectations
- User provisioning within Active Directory, create, modify, or delete access
- Assume responsibility for all customer incidents; communicate status and expectations to internal colleagues and escalate as needed to meet or exceed SLAs
- Accurately document all support activity in tracking system within service level agreement (SLA) time limits and according to department guidelines and requirements
- Propose improvements to products and processes (via knowledge base articles, support process documentation, support bulletins, etc.)
- Build productive cross/intra-departmental relationships
- Granted application access i.e., Advantage Suite, Health Insights Dashboard, Health Insights Explorer
- RSA Security Console - Provisioned access to external users
- Other activities or responsibilities as required by business needs.
IAM Analyst
TEKSystems, Flagstar Bank (CONTR)
08.2021 - 07.2022
- Add, remove, modify, and manage user profiles, passwords and account information for network, database and communication security systems used throughout organization in timely manner.
- Creating distribution/security groups O365/Active Directory and granting user access via roles.
- Trouble-shooting login issues.
- Manage ticket queue and provision access requests or role changes as requested.
- Routing ticket to appropriate team member or escalating to appropriate team for resolution.
- Apply company user access and role policies and procedures to ensure applications are available for employee use.
- Work with appropriate internal and external resources to resolve user account access issues within prescribed time limits.
- Review requests to ensure compliance with all information security standards and policies.
IT Provisioning Specialist
R-3 Recruitment (8 Months CONTR) - Home Pointe Fin
03.2020 - 08.2021
- Assist in implementing user account access for critical business applications.
- Manage ticket queue and provision access requests or role changes as requested.
- Password resets, Trouble-shooting login issues.
- Maintain best practices for managing access to applications and systems.
- Assist in defining processes and procedures for provisioning and removal of access.
- Apply company user access and role policies and procedures to ensure applications are available for employee use.
- Work with appropriate internal and external resources to resolve user account access issues within prescribed time limits.
- Escalate and notify management of policy/procedures discrepancies and violations.
- Assist in managing policies and procedures related to specific industry audits.
- Provisioning user accounts and providing systems access needs.
- Work with Business Unit Managers and other resources within the Information Technology Department to identify and create the necessary user access information to provide to the rest of the company.
Product Support Analyst
Alchemy Software Solution - IBM Watson Hlt (CONTR)
11.2019 - 03.2020
- Provide solutions to customer requests related to user provisioning for IBM Watson Health's software products
- Communicate accurate and timely information to customer to meet or exceed expectations and Service Level Agreements (SLAs)
- Produce superior user provisioning results with customer experience excellence by ensuring quality and level of user provisioning and support meets or exceeds customers' expectations
- Assume responsibility for all customer incidents; communicate status and expectations to internal colleagues and escalate as needed to meet or exceed SLAs
- Accurately document all user provisioning support activity in tracking system within service level agreement (SLA) time limits and according to department guidelines and requirements
- Deep understanding of product and tool authentication and authorization (user privileges)
- Build productive cross/intra-departmental relationships
- Provide basic support coverage for Product Support team
- Customer support to internal colleagues and external customer users
- User provisioning in Active Directory, RSA, or other LDAP tools.
Mortgage IT Provisioning – Access Administrator
MB Financial Bank (Acquired By Fifth Third Bank)
01.2017 - 07.2019
- Add, remove, modify, and manage user profiles, passwords and account information for network, database, Active Directory and other in-house or third-party system applications throughout organization in timely matter
- Identify, research, and resolve technical problems related to user rights
- Respond to tickets, work orders and emails for technical support, provisioning, account terminations, branch onboarding and decommissioning
- Create and maintain procedures for provisioning and validation procedures
- Assist with validations of user access rights and corresponding administrative activities on regularly scheduled basis
- Review certification of application roles and entitlements to ensure access appropriately assigned according to business need
- Active Directory Users and Computers / Office 365, Add, Remove, modify user profiles, passwords and account information for network and databases used throughout organization in timely manner
- Create users email accounts / Manage changes to user accounts and user access groups
- Create / Modify Distribution List / Security Groups
- Ensure terminated users accounts are deleted according to provisioning policy
- Ensure all requests for access have required approvals before granting user access to requested resources, review requests to ensure compliance with all information security standards and policies
- Add/maintain permission access for third party system applications for new hires and current end users
- Assist with Validations of user access rights within Active Directory / 3rd Party applications
- Managed requests via phone, email or in person - from access request to problem tickets using BMC ticket system and logged all requests into ticket system
- Maintain and file documentation for future audits
- Collaborate with application and business owners to ensure roles and entitlements are appropriately assigned according to business needs
- Maintain solution documentation to support understanding and ongoing security operations.
- Ensure users have right access to do their jobs through creation and maintenance of business roles, account monitoring and management, including managing and resolving orphaned accounts, service accounts and privileged access.
IT Account Administrator
Art Van Furniture
09.2013 - 12.2016
- Account provisioning, which includes, creating, modifying, and maintaining security access for login accounts and systems access on IBM System I (AS400) and Active Directory
- Active Directory User and Computers Console/ Exchange provisioning and de-provisioning
- Create / Modify Distribution List
- Create users email accounts via PowerShell script, Managed changes to users' accounts and groups within Active Directory Users and Computers (ADUC)
- Ensured terminated users accounts were deleted according to corporate policy
- Ensure all requests for access have correct approval
- Create new hires User Profiles on IBM/System I (AS400)
- Add/maintain permission/menu options on IBM System I for new hires and current end users
- Manage requests via phone, email or in person from access request to problem tickets via CM Rocket Community Manager ticket system and log all requests in ticket system.
Education
High School Diploma -
Finney High School
DetroitNo Degree - Information Technology
New Horizons Computer Learning Centers
Troy08.2016
No Degree - Manual Quality Analyst
Careerist
OnlineSkills
- Active Directory (Administration)
- AD Manager / AD Audit Plus
- Maintaining Database/Accurate Data entry
- AS400 Operations (User creation/deletion/modifications/)
- Maintain Menu Options on AS400
- Customer Service Management
- Password Issues Solutions
- Problem Solving / Troubleshooting
- Remedy/Tivoli Ticket Management; BMC; Community Manager (Ticket Systems); ServiceNow / Salesforce
- Ability to Multi-Task
- Prioritizing, Planning, Organizing, Adaptability
- Teamwork
Additional Information
- Ethic Adaptability https://www.visualcv.com/nguyentran_resume https://www.visualcv.com/nguyentran_resume
Timeline
Product Support Provisioning Analyst
Alchemy Software Solutions - Merative (CONTR)
07.2022 - 02.2023
IAM Analyst
TEKSystems, Flagstar Bank (CONTR)
08.2021 - 07.2022
IT Provisioning Specialist
R-3 Recruitment (8 Months CONTR) - Home Pointe Fin
03.2020 - 08.2021
Product Support Analyst
Alchemy Software Solution - IBM Watson Hlt (CONTR)
11.2019 - 03.2020
Mortgage IT Provisioning – Access Administrator
MB Financial Bank (Acquired By Fifth Third Bank)
01.2017 - 07.2019
IT Account Administrator
Art Van Furniture
09.2013 - 12.2016
High School Diploma -
Finney High School
No Degree - Information Technology
New Horizons Computer Learning Centers
No Degree - Manual Quality Analyst
Careerist
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