Customer Service Management

EXPERIENCE SUMMARY:

** + years direct work experience in support of information technology, HSPD-12, Windows Operating System, hardware experience. DICAM, Revokes PIV Cards in ICAM System and using technologies for PIV Credential. Experience with Active Directory using Outlook for encrypting and decrypting email in exchange in Outlook.

Experience with 9 years as a Security Specialist on DICAM, USAcess system to develop enrollment, activations and update certificates on PIV Credential and activate new credential with the contract or employee and create daily report and statistics, reports, analysis.

Clearances:

Department of Justice – Suitability Public Trust with Northrop Grumman

PROFESSIONAL EXPERIENCE:

Global Commerce CI / Northrup Grumman, NG,

12/2015 – Present

PIV Report Analyst

Conducted detailed requirements and development of a workflow.

Performs HSPD-12 data cleansing on user’s accounts using Active Directory.

Analyzes data and creates workflow designs with InfoPath.

Collaborates with management to report: status, customer requirements, scope and delivery times.

Employs MS Excel to generate analytical reports, utilizing different formats such as PivotTables.

Performs Enterprise system analysis for user accounts with AD Governance Rules.

Experience with ICAM, Physical & Logical with HSPD-12.

Knowledge of Active Directory & LDAP protocols, using them to identify user accounts for logical access.

Experience with Scrum with Agile, creating WSR weekly status reports and completing customer deliverables.

Possess strong analytical skills, observational skills and interpersonal communications skills

Preparing and reviewing reports and working with ICAM/IDMS/ISMS System for HSPD-12 and knowledge with Operations of HSPD-12, Certificates for PIV Credential.

Experience applying knowledge with access control systems to operate and enroll personnel’s PIV Card identifying number in the AD hierarchy system. Understanding knowledge OSCP with PKI.

FDIC/ICF - Sparks IT Professional Arlington, VA 04/20/2015 – 06/05/2015

PIV Badges in badge request selection and badge issuance and print out the badges by requester name.

Activate PIV Credential and customer has to create a six-digit pin for his/her pin number for the PIV Credential.

Create monthly reports on enrollment and activating PIV Cards for the HSPD-12 Program. Issuing and process HSPD-12 badges and grant access to the site location and activating and deactivating badges.

Troubleshoot hardware and software and activation for the PIV Credential for the employee card.

Maintain data files and monitor system configuration to ensure data integrity and preparation of a monthly progress and status report, creating accounts, unlocking accounts

Experience with (routers, switches, DSU/CSU, Cat5 cable and peripheral devices, card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware.

Phacil Inc. / NIST - Gaithersburg, MD Computer Operator Specialist – 11/04/2013 to 10/10/2014

Provides customer service in high tempo operations supporting the issuance of government credentials including but not limited to Personal Identity Verification (PIV) cards and providing other services related to physical security.

Maintain files in the USAccess Program and update UPN and Email and User ID in the GSA Sponsor portal & report and complete certificate update in Active ID Management software system for employee’s user account.

PIV Enable user account with Outlook and encrypt and decryption the email for the customer.

ICAM Experience - Credential’s, and Access Management. Knowledge with Light Credentialing Solution Certificate update on PIV Cards.

Publish certificates to the Outlook (Global Address List).

Create tickets in Service Now for employee’s and their computer and or devices and update the ticket in “Service Now” ticket and trouble shoot issues, and document or edit information when complete.

Unlocking PIV Cards users accounts and grant access on PIV Cards for LACS, PACS.

Experience using Remedy tool and SharePoint tracker to manage / track ticket completion. LAN/WAN hardware components (routers, switches, DSU/CSU, Cat5 cable. Knowledge of PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware.

Parker Tide / ICE Headquarters Washington, DC – Security Specialist 03/21/2013 to 10/20/2013

Provide fingerprinting using SF-87 & SF 85P Fingerprint cards & electronic Cross Match device.

Process and issue passport and visa photographs for ICE employees and employee verifications, through the Enterprise Identity Management System (EIMS), the Integrated Security Management System (ISMS), & PACS. Issue facility access to nationwide facilities using ICE’s Physical Security Access Control System (PACS).

Experience Using Extec system & Deloitte System to perform enrollment and activate the new credential PIV Card for the new employee or contractor and update certificates online and the applicant will create a 6 to 8-digit PIN No # for the PIV Card.

Experience revokes PIV Cards when employee’s leave the organization and update the level of clearance on the PIV Card and Law Enforcement logo on the PIV Card. Establish and execute procedures for safeguarding, reporting lost or stolen PIV Cards that have not been activated, reissued, or renewed.

Kelly Government Solutions, /Office of Personnel Management Washington, DC - Security Specialist 03/21/2013 to 10/20/2013

Experience enrolling applicant’s biographic information, visually inspect and authenticate the applicant’s identity documents, take a digital photograph of the Applicant, capturing the applicant’s fingerprint data by utilizing the Identify ID 100 and the Cross Match Live Scan (inkless) System.

Perform system maintenance on the EDS Assured Identity System. Conduct training sessions on the proper usage of the EDS Assured Identity System.

Perform reset on PIV cards and trouble shoot technical on the systems. Implements new Personal Identity Verification (PIV) card eligibility, enrollment and issuance processes as they are identified and develop.

Experience with Access Control with badges for entry access.

Loch Harbour Group DHS Arlington, VA Security Specialist 04/11/2011 – 12/30/2011

Experience completing Enrollment and Issuance systems that allow inexpensive enrollment issuance workstations to be deployed and geographically dispersed locations nationwide.

Process activation for employee & contractor’s PIV Cards. Update and Create records using automated database.

Maintain using Extec and Deloitte System to perform enrollment and activate the new credential PIV Card for the new employee or contractor and update certificates and the applicant will create a 6 to 8-digit PIN No # for the PIV Card. Revokes PIV Cards when employee’s leave the organization and update the level of clearance on the PIV Card and Law Enforcement logo on the PIV Card. Knowledge with PKI, OSCP and handle PIV logistics for logical and Physical access for the PIV Card.

Kelly Government Solutions / OPM Washington, DC - Security Specialist / Enrollment Official 8/20/2007 to 04/08/2011

Experience with EDS Assured Identity System which includes verifying and capturing Applicant’s biographic information, and verify identity documents, take a digital photograph of the Applicant, and capturing the Applicant’s fingerprint data by utilizing the Identify ID 100 and the Cross Match Live Scan (inkless) System.

Perform system maintenance on the EDS Assured Identity System. Conduct training sessions on the proper usage of the EDS Assured Identity System.

Personal Identity Verification (PIV) card eligibility, enrollment and issuance processes as they are identified in the USAcess system for PIV Credential.

Process Electronic fingerprints and submitted to Boyer’s, PA for review.

Experience with USAccess Portals and the Time Trade scheduler.

Strong organizational and administrative skills, proficient in MS Office Suite.

Education:

Bowie State University

14000 Jericho Park Rd, Bowie MD, 20715

Business Management 9/1/90 – 1/6/91

Credits Earned (6)

Training Certificates:

Department of Homeland Security’s Customer Service Training

11/08/2011.

Department of Homeland Security, OSCO Identity Management Division (IMD)

PIV Card Issuance Facility (PCIF) Manager Training. 04/04/2013

Department of Homeland Security, OCSO Identity Management Division (IMD)

Enrollment Official (EO) Training Course. 04/29/2013

Skills:

Type 40 wpm, Microsoft Office Suite, Windows 7 and newer Operating Systems & Outlook 2013

References Available Upon Request

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