Jonathan Telfort
Stoughton,WI
Summary
Competent IT professional with 18 years of experience in various IT support roles. Currently administer identity and security access globally for all users across entire enterprise. Prior roles included Service Desk supervision, relationship management and user training. Self - Motivated ‚ Detail oriented ‚ Quick learner ‚ Analytical ‚ Change Management.
Overview
27
27
years of professional experience
Work History
Identity and Access Management
Alorica Inc.
03.2005 - Current
- Administer identity and security access globally for human and functional accounts across multiple systems and applications. This includes on-boarding/off-boarding, incident/problem management associated with access entitlements and terminations as well as Emergency & Privileged Access management.
- Provided samples for auditing to ensure Sarbanes Oxley compliance.
- Consistently met deadlines and requirements for all production work orders.
- Trained junior members of IT team regarding work instructions, policies and service level agreements.Created monthly metrics reports for management.
- Performed eDiscovery identifying data entry points as required for litigation and data
Help Desk Analyst
Becton Dickinson And Company
02.2002 - 02.2005
- Addressed and resolved customer computer issues with a high percentage of calls resolved on first contact.
- Diagnosed, troubleshot, and resolved problems with Microsoft Office 2000, Windows 2000 and NT, Internet Explorer, cellular phones and remote communications.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously Referred unresolved customer grievances to designated departments for further investigation.
Help Desk Project Leader
Dendrite International /Cegedim
10.1997 - 10.2001
- Managed call center from initial start-up to full operational status.
- Analyzed call volume and average call time to monitor Customer Service Representative performance, Customer focus and productivity.
- Monitored queues and managed number of agents in each queue using Lucent CenterVu.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Improved call center functionality and service capacity by resolving customer complaints efficiently Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Conducted monthly staff meetings.
- Developed classroom training curriculum and mentoring program for new Help Desk Analysts.
Education
Bachelor of Arts - Business Administration
Fairleigh Dickinson University
Teaneck, NJ2008
Paralegal Certification. - Paralegal Studies
Fairleigh Dickinson University
Madison, NJ2005
The Chubb Institute
Parsippany, NJSkills
- Identity and Access Management
- Excellent problem-solving abilities
- SAP and ERP
- Active Directory
- Forefront Identity Manager
- Incident Management
- Trainer and Coach
- Agile learner
- Analytical and critical thinker
- Exceptional troubleshooter
- AWS Identity and Access Management
- Identity and Access Management Expertise
- Team Management
- Incident and Change Management
Technical Skills
Active Directory, Forefront Identity Manager. Call Center, Coaching, Identity Management, Access Management, Customer Service, Help Desk, Hyperion, Internet Explorer, eDiscovery, Domino, Lotus Notes, Mentoring, Microsoft Office 2000, Sharepoint, Windows 2000, NT, OSS, Paralegal, policies, problem-solving, SAP, Sarbanes Oxley, Technical Support, Skype for Business.
Timeline
Identity and Access Management
Alorica Inc.
03.2005 - Current
Help Desk Analyst
Becton Dickinson And Company
02.2002 - 02.2005
Help Desk Project Leader
Dendrite International /Cegedim
10.1997 - 10.2001
Bachelor of Arts - Business Administration
Fairleigh Dickinson University
Paralegal Certification. - Paralegal Studies
Fairleigh Dickinson University
The Chubb Institute
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