Judnika D. Ray
Lithia Springs,GA
Summary
Dedicated and knowledgeable IT Specialist with over 10 years of experience delivering technical support and a variety of technical issues. Skilled in several different areas that includes end-user support, identity access management, onboarding, and Microsoft Active Directory user console.
Overview
9
9
years of professional experience
Work History
Identity and Access Management Analyst
Morgan Stanley
06.2019 - Current
- Handled onboarding and the processing of applications including Salesforce, Oracle, LDAP, and Genie for new and legacy users
- Consistently met deadlines and requirements for all non-production and production work orders, incidents, and change requests
- Updated Access Management knowledge base articles, confluence pages and ran reports for audit
- Assisted in producing plans, reports, and quality to ensure team performance is exceptional and aligns with security policies
- Worked alongside engineering and developer teams on project work to keep project going according to schedule and/or deadline
- Managed, modified, provisioned and de-provisioned end user access to over 40+ company applications on the network
- Implemented and followed the Role Based Access Controls (RBAC) policies and standards across stake.
- Worked well in a team setting, providing support and guidance.
IT Service Desk Analyst
Morgan Stanley
12.2017 - 06.2019
- Diagnosed, troubleshooted, and resolved a range of software, hardware, connectivity, and remote communications issues with end-users
- Leverage service desk best practices and process frameworks, such as ITIL Foundation, to drive continuous process improvement
- Provided basic Windows account management – resetting passwords, unlocking accounts within active directory
- Assisted in the maintenance and creation of the service desk knowledge base and SharePoint sites
- Processed and assigned over 80+ tickets per day consisting of end users’ access needs and/or incidents
- Promoted effective teamwork, mentored employees, and trained new hires on policies, service level and procedures.
- Offered assistance in implementing and developing training programs.
Technical Support Analyst
Wipro
06.2016 - 12.2017
- Answered inbound/outbound calls and utilized an in-house ticketing system
- Resolved computer hardware and software problems via telephone or remote tools
- Ensured incident resolution by maintaining and managing incident lifecycle
- Diagnosed hardware, application, and software problems
- Met monthly metrics (call handle time, customer survey rating, and attendance)
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
Data Entry Specialist
Landrum Staffing
09.2015 - 04.2016
- Keyed and verified data from electronic and paper sources into various computer databases
- Performed clerical duties such as answering telephones, faxing, sorting, and distributing mail
- Prepared and submitted reports
- Maintained operations by following procedures, policies, and reported needed changes
- Compared data with source documents, or re-entered data in verification format to detect errors.
- Sent completed entries for evaluation and final approval.
- Created spreadsheets for more efficient recordkeeping.
Relationship Banker
Regions Bank
07.2015 - 12.2015
- Resolved problems and discrepancies concerning customers’ bank accounts
- Performed special services such as but not limited to, ordering bank cards, checks, and payoffs
- Answered questions about the bank’s products and services
- Sell additional service by recognizing opportunities to upsell accounts
- Cultivated customer loyalty, promoted repeat customers, and improved sales
- Provided account information, handled inquiries, and resolved complaints.
Customer Service representative
Kelly Connect
07.2014 - 05.2015
- Performed troubleshooting techniques to solve technical problems on Macs, iPads, and iPhones
- Gathered customer’s information and determine the issue by evaluating and analyzing the symptoms
- Setup new products and installing software to customer specifications
- Suggested suitable products and modifications and delivering products suiting clients’ needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
Education
High School Diploma -
West Florida High School of Advanced Technology
Pensacola, FL06.2010
Skills
- MS Office
- Citrix
- Windows & Mac
- VmWare
- Data Privacy
- SailPoint
- Active Directory
- Training and Development
- Leadership
- Access Management
Timeline
Identity and Access Management Analyst
Morgan Stanley
06.2019 - Current
IT Service Desk Analyst
Morgan Stanley
12.2017 - 06.2019
Technical Support Analyst
Wipro
06.2016 - 12.2017
Data Entry Specialist
Landrum Staffing
09.2015 - 04.2016
Relationship Banker
Regions Bank
07.2015 - 12.2015
Customer Service representative
Kelly Connect
07.2014 - 05.2015
High School Diploma -
West Florida High School of Advanced Technology
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