Jerome Udeoji

Completing the identity and access functions, ensuring prompt, efficient, and accurate resolution of identity and access matters
• Work closely with other team members to identify and suggest resolutions and improvements to onboarding, employee lifecycle, and off boarding process.
• Centralization of user access maintenance.
• Provisioning and deprovisioning of user and service account access to all GoHealth’s systems.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk relating to new hires, onboarding or off boarding issues.
• Involvement in projects as needed as determined by the scope and related to the job function.
• Monitor Service Desk for tickets assigned to your queue and process first-in first-out based on priority
• Screen ticket queue for onboarding and off boarding tickets while adhering to off boarding requirements and breach agreement.
• Resetting multifactor for mobile access
• Document internal procedures
• Provide remote support via phone or remote using remote support software for onboarding day one as well as any onboarding issues.
• Be responsive and able to prioritize tasks efficiently
• Screening users for identification purposes and providing documentation in ticket
• Assist with unlocking accounts in different systems when necessary
• Performing password resets when necessary and Automation/Engineering Team
• Assign users to proper distribution groups when needed
• Instruct end-users in the appropriate use of equipment, software, and/or reference materials

• Experience with user administration and setup within Microsoft Office 365
• Understanding of Information Technology and IT Security
• Onboarding and Off boarding users accounts
• Proven ability to work successfully with limited supervision

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting task.
• Documented faults and bugs for referral to development staff for use in updates.
• Delivered Tier-3 support and SME input to internal and external customers.
• Generated reports to track performance and analyze trends.
• Installed, configured and maintained computer systems and network connections.
• Performed root cause analysis of reported issues to enact corrections
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Diagnosed and troubleshot hardware, software and network issues.
• Tested new software and hardware prior to deployment.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone and in person.