Malaysia Rainey
Pittsburgh
Summary
IT Support professional with experience providing Level 2 end user support in enterprise environments. Skilled in ticket management troubleshooting system and device issues, and supporting device setup and deployment. Experienced in Identity and Access Management (IAM), including user provisioning and deprovisiong through ticket based workflows. Strong collaborator with a focus on clear communication, process adherence, and user focused solutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Systems Analyst
Highmark Health
02.2024 - Current
- Analyzed business requirements to improve system efficiency and functionality.
- Collaborated with cross-functional teams to gather and document user needs.
- Developed process flow diagrams to visualize system interactions and dependencies.
- Assisted in the testing of software applications to ensure alignment with specifications.
Identity and Access Management
Highmark Health
01.2025 - 2026
- Provided technical support to end-users, resolving issues efficiently and enhancing user satisfaction.
- Analyzed system performance data to identify trends and inform troubleshooting strategies.
- Identified recurring issues and proposed solutions, contributing to process improvement initiatives.
- Removed system access promptly for terminated users to maintain compliance and data security.
- Reviewed and fulfilled access requests based of submitted tickets, ensuring proper authorization and adherence.
Paraprofessional
Pittsburgh Public Schools
02.2018 - 02.2024
- Supported classroom instruction by assisting teachers with lesson plans and student engagement
- Assisted in classroom management, fostering a positive learning environment.
- Collaborated with special education staff to adapt instructional materials and strategies.
- Monitored student progress and provided feedback to educators on performance metrics.
- Collaborated with teachers to create and adapt educational materials to enhance student engagement.
Education
No Degree - Information And Communication Technology
Apprenti IT Apprenticeship
05-2024
High School Diploma -
University Prep 6-12
Pittsburgh, PA06-2012
Skills
- Requirements gathering
- Cross-functional collaboration
- Gap analysis
- Process documentation
- Time and Priority Management
- Device Setup, Imaging and Deployment
Certification
Introduction to Python Programming
Timeline
Identity and Access Management
Highmark Health
01.2025 - 2026
Business Systems Analyst
Highmark Health
02.2024 - Current
Paraprofessional
Pittsburgh Public Schools
02.2018 - 02.2024
No Degree - Information And Communication Technology
Apprenti IT Apprenticeship
High School Diploma -
University Prep 6-12