J'nai Bowser

Responsible for being the subject matter experts on the applications and taking customer support calls. The calls assist client teammates with resolving access issues. Ensure there are no gaps in SLA and teammates' ARS requests are processed timely for the LOBs.

· Provision and Deprovision Privileged Access Management

· Effective verbal and written communication

· Strong (positive) interpersonal skills (team player); willingness to learn and try new things

· Able to prioritize tasks to meet deadlines

· Provisions Role Based Access

· Processes batch requests generated from Identity Management Suite or security access requests based on user primary job function and on non-priority function.

· Processes incident/request tickets.

· Ensures work is completed within defined Service Level Agreements.

• Crafted SEO strategy and intuitive interface for site to achieve prominent rankings across top browser platforms.
• Boosted web traffic by improving navigation and rectifying bottlenecks.
• Designed and executed security measures such as firewalls and encryption.
• Reviewed code to validate structures, assess security and verify browser, device and operating system compatibility.
• Completed full redesigns of existing websites to improve navigation, enhance visuals and strengthen search engine rankings.
• Created powerful Content Management Systems to serve as interface for client.
• Took concepts and produced design mockups and prototypes to strengthen designs, enhance user experiences and improve site interactions.
• Reviewed violations of computer security procedures and developed mitigation plans.
• Monitored computer virus reports to determine when to update virus protection systems.
• Collaborated with third-party payment card industry (PCI) compliance partners.
• Monitored use of data files and regulated access to protect secure information.

• Completed daily logs for management review.
• Served as corporate liaison for finance, IT and marketing departments.
• Drafted common document templates for use by executives and employees.
• Increased customer service success rates by quickly resolving issues.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Remained solutions-oriented in face of complex problems to assist management and overall business direction.
• Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Resolved common user concerns by utilizing preset issue resolution scripts.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Engaged in user support interactions via telephone, chat and email platforms.