Hi, I’m
Taiwo Akinsanya
IAM ANALYST
Richmond,VA
Summary
Results-driven and customer-focused professional with a strong background in Identity and Access Management (IAM), service desk support, technical support, and customer service. Adept at implementing and maintaining IAM solutions, ensuring secure access controls, and delivering exceptional user experiences. Proven ability to troubleshoot and resolve technical issues efficiently while providing excellent customer service. Skilled in managing user access, permissions, and Active Directory administration. Experience in service desk operations, handling complex problems, and delivering effective solutions in a timely manner. Strong communication and interpersonal skills, with a track record of collaborating cross-functionally to meet organizational goals. Committed to delivering high-quality support and exceeding customer expectations.
Overview
7
years of professional experience
1
Certification
1
Certification in Progress
Work History
BNY MellonNashville, TN
Identity and Access Management Analyst
03.2023 - 06.2023
Job overview
- Provisioned Clients access to new banking system
- Managed user authentication and authorization of data access.
- Protected secure data files and regulated access.
- Maintained database by entering new and updated customer and account information.
- Transferred data from hard copies to digital databases, organizing information in new formats.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Identified and corrected data entry errors to prevent duplication across systems.
- Reviewed, corrected or deleted data, verifying customer and account information.
- Verified outdated data and implemented necessary changes to records.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Identified and addressed identity and access management issues
- Monitored use of data files and regulated access to protect secure information
CVS HealthRemote
Identity and Access Management Analyst
09.2022 - 03.2023
Job overview
- Administer user accounts and access privileges in organization's identity management system
- Work closely with IAM team to ensure that the right people have access to the right resources
- Identifying and addressing identity and access management issues
- Monitoring user activity in identity and access management system
- Use and understanding of basic network, platform and authentication technologies such as LDAP/TCP/IP.
- Use power shell scripts to create shared mail boxes, distribution list, Citrix access and changing users Organization Unit (OU)
- Utilizes Roles Based Access Control (RBAC) platform to create, review, and maintain associated policies for Role assignment
- Provide security related access management support including access recertification, identity provisioning, de-provisioning and access change requests
- Added users to security groups.
CapgeminiNashville, TN
Service Desk Analyst
02.2022 - 09.2022
Job overview
- Fixing hardware and software issues including replacing equipment and peripherals such as computers, terminals and routers
- Experience with monitoring systems( Cisco Meraki, Air watch etc)
- Experience troubleshooting virtual machines with VMware
- Ensuring computer network's optimal performance
- Analyzing issues and determining correct software or hardware solution
- Identify and classify incident types and service interruptions
- Use ticketing tool (Service Now) to create incidents, close and update incidents
- Troubleshoot routers and switches
- Use Ivanti Management Console (LANDesk Remote Control) to remotely scan inventory and manage various desktop computers
- Troubleshoot independently and resolve certain levels of IT support issues
- Maintain and troubleshooting PC's and peripherals
Randstand Technologies
Help Desk Analyst
09.2021 - 12.2021
Job overview
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Used ticketing systems to manage and process support actions and requests
- Managed high levels of call flow and responded to technical support needs
- Performed root cause analysis and general troubleshooting
- Performed password reset and account recovery
- Followed up with customers to make sure their issues are resolved and provided feedback
Capital One Financial Corporation
Risk Coordinator
12.2019 - 09.2021
Job overview
- Performed in-depth research and investigations and recommended strategies to resolve problems and prevent further concerns
- Received incoming calls and addressed customer account inquiries
- Identified and resolved account issues to promote smoother process and overall customer satisfaction
- Worked with great teams to provide exceptional customer service
- Attended weekly team meetings
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- Followed business standards and procedures to minimize errors and maximize customer satisfaction
- Collaborated with team to achieve achieve department requirements and achieve productivity standards and also adhere to department standards
- Answer calls and assist customers with delinquent account
- Verified/Updated customer's account information
- Recorded and reported customer complaints to foster satisfaction and better customer experience
- Managed over 50 calls per day
Capital One Financial Corporation
Sr Risk Representative
07.2019 - 12.2019
Job overview
- Received and submitted customer payments to further reduce open account balances.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Teleperformance USA
Customer Service Associate
01.2018 - 07.2019
Job overview
- Managed customer relations and customer service through daily communication and interaction
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Provided basic technical support for clients on wide range of company products
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Supported branding strategy by ensuring product displays aligned with corporate standards
- Offered advice and assistance to customers, paying attention to special needs or wants
- Recommended items to customers based on specific needs and explained features and benefits
- Compiled customer feedback and recommended service delivery improvements to management
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- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs
- Collected customer feedback and made process changes to exceed customer satisfaction goals 100%
- Escalated issues to proper supervisors when standard processes were not effective
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Galadari Food
Shift Supervisor
02.2017 - 01.2018
Job overview
- Completed store opening and closing procedures and balanced tills.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Ajiboye
Technical Support Specialist
08.2016 - 12.2017
Job overview
- Extensive experience in managing and securing file transfer processes, ensuring the confidentiality, integrity, and availability of data.
- Proficient in designing and implementing secure file transfer solutions, utilizing protocols such as SFTP, FTPS, and HTTPS.
- Configured and maintained file transfer servers, integrating them with existing IT infrastructure for seamless data flow.
- Monitored file transfer activities, analyzing logs, and promptly responding to security incidents to mitigate risks and ensure compliance.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Used remote login tools to assist clients with technical and product questions.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Performed routine troubleshooting and network monitoring.
- Liaised with network team to configure, implement and administer LAN and WAN components.
- Created accounts and configured hardware to support onboarding process for new hires.
Pennywise LLC
Warehouse Supervisor
07.2016 - 12.2016
Job overview
- Supervised shipping and receiving, distribution, and workplace safety.
- Supervised warehouse operations by managing employees during shifts.
- Completed daily operations on time and maintained high standards of accuracy.
- Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
- Maintained high levels of accuracy in daily operations.
- Operated warehouse material handling equipment correctly to move loads.
- Kept detailed records of inventories and merchandise inventory transactions.
Education
John Tyler Community CollegeRichmond, VA
Associate of Science from Information systems
12.2023
University Overview
- Additional Coursework in Data base design
- Additional Coursework in C++
Douglas S. Freeman High SchoolRichmond, VA
GED
01.2018
Skills
- Identity and Access management
- Data Transfer
- Single Sign-On (SSO)
- Data Entry
- File Transfer
- File Transfer Protocol (FTP)
- SMTP (Simple Mail Transfer Protocol)
- Customer Service
- Troubleshooting and Diagnostics
- Microsoft Excel
- Remote Troubleshooting
- Active Directory
- Computer Networking
- OKTA
- Microsoft Azure
Certification
Amazon Web Services Cloud Practitioner
Credential ID: 93FPQWE1SEEQQF92
Issued: Jul 2022 · Expires Jul 2025
Comptia Security +
in Progress - June, 2023
Accomplishments
- JRC Competency Award- Issued by Capital One Chester Virginia · May 2021 (Job Specific Skills )
Additional Information
- Awards JRC Competency Award
Timeline
Identity and Access Management Analyst
BNY Mellon
03.2023 - 06.2023
Identity and Access Management Analyst
CVS Health
09.2022 - 03.2023
Service Desk Analyst
Capgemini
02.2022 - 09.2022
Help Desk Analyst
Randstand Technologies
09.2021 - 12.2021
Risk Coordinator
Capital One Financial Corporation
12.2019 - 09.2021
Sr Risk Representative
Capital One Financial Corporation
07.2019 - 12.2019
Customer Service Associate
Teleperformance USA
01.2018 - 07.2019
Shift Supervisor
Galadari Food
02.2017 - 01.2018
Technical Support Specialist
Ajiboye
08.2016 - 12.2017
Warehouse Supervisor
Pennywise LLC
07.2016 - 12.2016
John Tyler Community College
Associate of Science from Information systems
Douglas S. Freeman High School
GED
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