Overview
Work History
Education
Skills
Certification
Affiliations
Websites
Timeline
Generic

Juan William Domena

West Springfield,MA

Overview

13
13
years of professional experience
1
1
Certification

Work History

Help Desk Specialist - Expert

MassMutual Financial Group
Springfield, MA
08.2022 - Current
  • Assist, coach, and guide lower-level (L1/L2) technicians with desktop, laptop, and mobile device consultation – moderately complex to complex.
  • Saviynt IGA Service Pack updates: reviewed, tested, and validated help desk functions. This includes pre-prod testing over the weekends, and ensuring full functionality and stability. After updates, I tested within the production environment and signed off. Making sure all functionality is working before Monday morning.
  • Diagnose and resolve issues escalated by front-line technicians or agents, potentially interacting directly with end users to evaluate issues and determine the appropriate course of action.
  • Configured, maintained, and troubleshot printers, laptops, desktops, and other peripherals.
  • Installed operating systems, software applications, and system upgrades according to established procedures.
  • Conducted routine maintenance checks to ensure optimal performance of all systems.
  • Updated knowledge base articles with relevant information regarding common problems.
  • Consult on projects across the organization that have end-user impact; provide expertise from an end-user support perspective; drive for the best user experience, collaborating with project teams.
  • Supported customers with password resets and account customization.
  • Resolved customer service inquiries by identifying problems, researching solutions, and responding promptly via email or telephone.
  • Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
  • Worked proficiently alongside coworkers from various backgrounds to meet goals, and tackle challenges pertaining to our offerings.
  • Lead or participate in retrospectives, identify, and suggest improvements based on outcomes from projects, majors, and tickets. May be involved in designing solutions.
  • Provided excellent service and attention to customers when face-to-face, or through phone conversations.
  • May manage and/or lead projects that are related to software and hardware improvements under the guidance of managers or product managers.
  • Lead meetings with business stakeholders to review those incident trends, opportunities for improvement, and collaboration.

Onboarding & Access Management

MassMutual Financial Group
Springfield, MA
03.2019 - 08.2022
  • Saviynt IGA Service Pack updates: Reviewed, tested, and validated onboarding and access management provisioning functions. This includes testing scripts, running custom commands, and employee imports. Ensuring full functionality and stability before the next business day.
  • Collaborated with Identity and Access Management to standardize the workflow for new OKTA-only Empower users.
  • Regularly process subsidiary requests for Haven Technologies, Empower Services Holdings, and India employees. Including, but not limited to, employee profile creations, imports to Saviynt's IGA, access, and hardware requests.
  • Subsidiary liaison and support for each of our departments and organizations.
  • Handled our retirement services access throughout the acquisition, and liaison for TSA, managers, and Mac coordinators for future access and software that will transition over to Empower Services Holdings.
  • Annual audits were reviewed, and necessary access information was gathered for KPMG, utilizing tools like Saviynt's IGA, ServiceNow, and Okta System Log. Accomplishing tasks around the clock in order to meet deadlines.
  • Migrated unique ID imports from Identity and Access Management to Onboarding, and added an extra branch under Subsidiary ID. Utilized custom templates for ID uploads, and collaborated with IAM support for any issues that may arise. Insuring a smooth onboarding experience for new and rejoining users.
  • Identified opportunities for process improvement under onboarding workflows. Created hardware technology guides intended for new hires.
  • Coordinated with necessary personnel to ensure Empower Representatives have access provisioned on day one.
  • Supported IT onboarding of new employees by hosting orientation virtually and in person. Troubleshot any hardware issues while orienting a group of new hires.
  • Access pulls on the model after to create and adopt a role-based system for each department's new hires (this includes filtering through the model's access and creating the roles for each Mac Coordinator).
  • Ensured compliance with all applicable laws and regulations pertaining to access management.
  • Handled user account access management, assigning credentials, and distributing permissions.

Sales, Fraud and Repair Specialist

Galaxy Communications, CLOSED
Neptune City, NJ
03.2012 - 03.2019
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Performed complete phone erasures and factory resets, debugged problems, and refurbished devices.
  • Completed new OS installations on phones, tablets, and laptops.
  • Checked cell phones for signs of fraud and compatibility with refurbishment.
  • Installed, set up, and repaired devices and system components.
  • Assessed, identified, and quickly resolved issues to restore functionality of electronics.
  • Installed new systems and components according to service orders and manufacturer instructions.
  • Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends, and holidays.
  • Called and consulted with clients regarding equipment details, needs, and problems.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Identified fraud patterns and anomalies through analysis of data.
  • Advised businesses and agencies on fraud detection improvements.

Education

GED -

Brookdale Community College
Lincroft, NJ
01.2016

Associate of Science - Computer Science

Brookdale Community College
Lincroft, NJ

Skills

  • Training development
  • Compliance
  • Employee engagement
  • Communication
  • Relationship building
  • Maintenance & repair
  • Critical thinking
  • Friendly, positive attitude
  • Organizational skills
  • Planning & organizing
  • Resource utilization
  • Procedural improvements
  • Time management
  • Staff development
  • Schedule management
  • Issue and conflict resolution
  • Risk level determination
  • Account information review
  • Reporting and alerts
  • Problem resolution
  • Decision-making

Certification

  • ISC2 CC Certification (WIP)
  • ISC2 Candidate

Affiliations

VR, Mo-cap and 3D CAD

  • Room motion capture for gaming animations, Blender and Unity.
  • 3D CAD for objects such as sculpting and modeling under Autodesk Fusion 360.

Machine Learning in AI

  • AI specific computational rig.
  • Home-made LLMs including neural networks, generative AI, and decision trees.
  • Competent in python base language including library's like pytorch, TensorFlow and NumPy.

Timeline

Help Desk Specialist - Expert

MassMutual Financial Group
08.2022 - Current

Onboarding & Access Management

MassMutual Financial Group
03.2019 - 08.2022

Sales, Fraud and Repair Specialist

Galaxy Communications, CLOSED
03.2012 - 03.2019

GED -

Brookdale Community College

Associate of Science - Computer Science

Brookdale Community College

Similar Profiles

CREATE PROFILE
Juan William Domena