Duane Charles
Houston
Summary
Dedicated IT professional with a passion for IT Service delivery to provide IT service and support, with exceptional people skills and a commitment to efficiency. Experienced with mediating complex issues and optimizing workflows to improve user satisfaction and communication, with a track record of handling inter-department disagreements and implementing clear communication strategies geared toward users to explain technical processes. Looking to leverage my experience and skills in a position that allows me to continue to grow.
Overview
6
6
years of professional experience
Work History
IAM Analyst
TotalEnergies
11.2022 - Current
- Improve the IAM overall ticketing process
- Documentation - both internal and user facing
- Communication - By interacting with users on a 1 on 1 basis and leading in-person trainings.
- Efficiency - Consistently handled 70% of the team's task for 2 ½ years.
- Active Directory
- Provisioned access to AD Security Groups to ensure availability to company resources
- Provided Support for Users, Computers, Service Accounts, etc within Active Directory:
- - Password issues
- - Account sync issues
- - Security Certifications to support Corporate/Digital Security
- - Tier 3 support when Tier 1 and 2 troubleshooting couldn’t resolve the issue
- - Created Powershell scripts to help clean up Security group permissions that were long overdue
- Data Retention
- Worked with the Legal department to ensure compliance to legal holds to prevent potential penalties/support ongoing Litigation:
- - O365 Data (Mailbox/OneDrive)
- - Workstation Data
- SAP Access Control
- Overhauled existing SAP Access process to improve the efficiency and the understanding of the process for the users:
- Improved internal documentation as well as customer facing documentation
- Lead in person training events geared toward the users to better understand the process as well as keep them up to date with all the changes within the system.
- Became the go-to-person for any and all SAP access related issues, which help me create more meaningful connections within the organization and improve customer understanding of the process
- Co-develop a bot to help automate the SAP Access request process
- IT Communications
- Lead IT events geared toward updating the business/empowering our users
- - Handled IT Communications for CyberSecurity month and any follow-up event
- - Worked with not only the Business Communications team, but coordinated with multiple sites to ensure a site by site visit geared to improving cyber vigilance.
- Coordinated with HR to provide Emergency Terminations.
Information Security Analyst
American National Insurance Company
06.2022 - 11.2022
- Used multiple tools/systems to provision access to company resources. These tools included:
- - Active Directory
- - SailPoint
- - Mainframe
- - CyberArk
- Automated Onboarding/Offboarding process using tools:
- - PowerShell
- - Sailpoint
- Provided rotating support for potential breaches with Audit and Service Desk teams
Service Desk Associate II
10.2019 - 06.2022
- Delivered Tier 1 IT Support:
- - Password Support
- - O365 Troubleshooting
- - MFA Authentication Support
- - Supported both internally developed Web based and Locally installed applications
- - Help keep documentation on issues up to date
- - Provided On-Call support on a rotating schedule
Education
Bachelor of Science - Business Administration And Management
Texas Southern Univerisity
Houston, TX06-2027
Skills
- Microsoft Power Platform Applications
- Analytical thinking
- Task Management
- Identity and Access management
- Scripting
- Effective Communicator
- Documentation and reporting
- Compliance analysis
- Technology training
Timeline
IAM Analyst
TotalEnergies
11.2022 - Current
Information Security Analyst
American National Insurance Company
06.2022 - 11.2022
Service Desk Associate II
10.2019 - 06.2022
Bachelor of Science - Business Administration And Management
Texas Southern Univerisity