John Newlen

Syracuse NY, ***** acr1qh@r.postjobfree.com

315-***-**** www.linkedin.com/in/johnnewlen

Career Summary

I am an IT Analyst with a broad range of experience in the Information Technology arena. I have worked with identity and access management (IAM), customer service, training, problem identification and resolution, web application development, incident tracking, testing and content management systems (CMS) as well as some quality assurance (QA). I am a self-motivated individual who needs minimal supervision and works well both individually and as a member of a team.

Technical Experience

Operating Systems: MS Windows (2003, Vista, 7, 8.1), UNIX

Tools: MS Office, Outlook, MS Access, HP Service Manager, CA Service Desk, Jira, Dreamweaver, Visual Studio, MS Sharepoint (user, beginning developer), Cascade Server content management System (CMS), Peoplesoft (user)

Languages: Javascript, SQL, HTML, .NET, CSS, ColdFusion

Work Experience:

JP Morgan Chase, Syracuse NY office

Senior Identity and Access Administrator 8/13 – present

Administer computer application access in a large and fast paced global setting.

Maintain an above average productivity level while identifying risk issues, providing good customer service and learning a steady stream of new applications.

Collaborate with both management and co-workers on issues that they face including customer service, quality reviews, timesheets, and procedural questions with applications.

Function well within a global team while navigating issues such as language, culture, location and time zone differences.

Perform acceptance testing for multiple applications.

Subject matter expert for two applications working with cross functional teams to improve operating procedures, conduct evaluation and testing and improve customer service.

Led global training sessions for groups and individuals virtually and in person.

Took on mass provisioning projects, sometimes leading and coordinating a team of individuals.

Review, revise and test the Standard Operating Procedures that are the backbone of the provisioning process.

Received commendations 2 quarters in a row for above and beyond customer service.

Experis Inc.

Identity and Access Administrator Contractor (for JP Morgan Chase) 5/13 - 8/13

Maintained above average productivity while diligently watching for risk issues and providing good customer service and learning a steady stream of new applications.

Performed onboarding and initial training for 3 contractors.

Took on a lead role for the 9 other contractors in our office, acting as a point of contact for time and attendance issues, requesting and troubleshooting access issues, and researching/answering procedural questions.

Syracuse University, Syracuse NY

Computer Support Analyst 1999 - 2010

First level helpdesk moving to second level including a rotating shift of supervising the phone room and sharing hiring and payroll responsibilities for the student consultants.

Represented the Helpdesk on a team that investigated, selected and implemented the ground breaking automated identity provisioning system at the university, which led into becoming the go-to person for identity management issues.

Lead and sometimes only web application developer for many small projects and 2 large projects.

Supported the university’s Content Management System both as a developer and a backup user administrator.

Trained the student consultants in identity management procedures in a large group setting.

Wrote and edited documents for the knowledge wiki used in the IT Helpdesk operation.

Education:

Webmaster/Website Administrator Certification Program

Syracuse University CBIT Program, Syracuse, NY, December 2000

Microsoft Certified Professional Developer (MCPD) Certification Program

Syracuse University CBIT Program, Syracuse, NY, September 2007

BA - French

University of Rochester, Rochester, NY

Memberships:

Toastmasters International – achieved Competent Communicator level.

IEEE Computer Society

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