Customer Service Active Directory

Coretta Sheila R. Williams

SUMMARY:

•Provided exceptional Customer Service by responding to tickets, going through proper troubleshooting procedures to resolve and escalate ticket if needed, ability to manage and respond to several tickets at once using ServiceNow, Jira and Remedy ticketing system.

•Used Active Directory to assist users with account information, computer, printers’ access.

•Perform root analyst, risk analyst, impact analyst and SME (subject matter expert) on all applications which I have managed and used many different tools to support them

• Identity Management (ServiceNow, Remedy, Jira}

•Strong knowledge of Apple iOS and Android user interfaces

•Excellent knowledge of Windows 10/11 environment

•Proficient using PowerShell scripts, Windows Server, Active Directory

•PowerShell to manage and configure Windows servers and workstations

•Used PowerShell for software installations

•Effective in course design, scheduling, and materials production

•Worked with built in Microsoft accessibility features (OS, O365)

•Supported accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Advanced organizational and time-management abilities

•Exceptional interpersonal, listening and communication skills

•Deep understanding of technical training techniques and tools

•Ability to deliver engaging and informative training sessions in both virtual and in-person settings

•I am committed to continuous learning and strive to deliver solutions that exceed expectations

•Developing and documenting technical and conceptual specifications in support of the overall program identity and access management designs using PowerPoint, Word, SharePoint.

EDUCATION:

•Doctor of Computer Science, Colorado Technical University, Colorado Springs, Colorado, Dec 2015

•Master of Arts in Computer Resources and Information Management, Webster University, Columbia, South Carolina, May 2002

•Bachelor of Science in Business Administration, Benedict College, Columbia, South Carolina, May 1993

PROFESSIONAL WORK EXPERIENCE:

CHOA (Children’s Healthcare of Atlanta)/KFORCE Sept 2024 to Current

Identity and Access Management (Remote)

IAM Applications Analyst

•Manage group memberships and access requests in Active Directory

•Utilize the MS Exchange Admin Console for MS Exchange management

•Handle requests and incidents through ServiceNow

•Work with both on-premises and online Exchange environments

•Cleanse and organize identity data, ensuring accuracy and compliance with data protection

regulations like HIPAA

•Excellent knowledge of Windows 10/11 environment

•Perform Duo multifactor authentication

•Worked with built in Microsoft accessibility features (OS, O365)

•Experience working with accessibility software such as ZoomText, JAWS and NVDA

•Experience working with Mainframe z/OS, JES2, SMP/E, TSO, IOCP/HCD

•Enforces and communicates to system users the security policies and guidelines necessary to meet state

and federal requirements for system access

•Utilize advanced Excel functions for data analysis and reporting

•Collaborate with the IAM team and propose improvement

Department of Human Services/Bluebix Technologies Apr 2024 to Aug 2024 Office of Information Technology (Remote) System Support Tech I

•Create RACF IDs for all DHS Mainframe users

•Provision, reset passwords, and troubleshoot issues for multiple key systems for the State of Georgia agencies

•Conduct periodic (normally quarterly) re-certification of all users, including Ga-Gateway, Uniform Accounting System (UAS), Support Tracking Accountability and Recovery System ($TARS), Electronic Payment Processing Information Control (EPPIC), Electronic Benefits Transfer (EBT), and Energy Assistance System (EAS)

•Periodically (normally 60 or 90 days) identify and remove inactive users

•Enforces and communicates to system users the security policies and guidelines necessary to meet state and federal requirements for system access

•Excellent knowledge of Windows 10/11 environment

•Worked with built in Microsoft accessibility features (OS, O365)

•Experience working with accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Assist with the state and federal audit processes

•Create and run queries to produce ad-hoc reports from application data as needed

•Designed and technical/knowledge base training for knowledge sharing

Interactive College of Technology Chamblee, GA Aug 2023 to Jan 2024

Information Technology/Computer-Based Training Instructor

• Designed and delivered comprehensive IT courses using modern instructional techniques. Courses including but not limited to:

Computer Concepts

Introduction to Operating Systems

IT Hardware and Networking

Applied Hardware and Networking

Cloud Services (using SharePoint)

Business Schematics (using Visio)

Product Management Technique

Web Development (using Dreamweaver)

Essential Language Skills

Survey of Computer Applications

Computer for Business

Gwinnett County Justice and Administration Center/V3IT, Lawrenceville, GA Sep 2021 to Jan 2023

Business Relationship Specialist - Information Technology Services

•Assist in creating and managing technology business cases, requests for proposals, project request forms, and related discovery and budget activities

•Participated in and facilitated customer meetings with Business Relationship Consultants and management as requested, including regular scheduled and initiative-specific meetings

•Supported the Business Relationship Consultants in their service escalation process as it relates to service delivery for senior leaders within Gwinnett County departments

•Monitored and followed up on highly visible customer support tickets

•Created a PowerShell script to organize files in a directory based on file type and size

•Experience on SailPoint Identity IQ and worked on different types of connectors including LDAP, AD, and Oracle Application Direct

•Created and uploaded documents to SharePoint and MS Teams

•Generated reports, dashboards, and Google Analytics in support of service delivery escalations that are being championed by Business Relationship Consultants

Truist (SunTrust and BB&T) / Atlanta, GA (Remote) Feb 2020 to Sep 2021 Information Security Access Officer/System Admin – Heritage SunTrust User Access Group

•Provided exceptional IT/User Access Group customer support for internal teammates, managers, and administration.

•Used Access Request System using teammates RACIF or name Request #, Batches using application name (Ready, Process and Close State), General Inquiry using RACF ID or Request #, Application by Role, Application Information, Role Repository, Community Restriction, and Incident Management using ServiceNow/Remedy.

•Used Active Directory to assist users with account information password resets, disabled accounts, add/remove Active Directory Groups, distribution lists, update Organization Units.

•Had Access Provisioning experience using Bluezone (IBM) Mainframe, Access Request System/Oracle Identify Manager, Client Identity Portal, Single Sign On.

•Able to document using Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

•Developed and documented technical and conceptual specifications in support of the overall program identity and access management designs using PowerPoint, Word, SharePoint, SalesForce, MS Exchange.

•Excellent knowledge of Windows 10/11 environment

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50

•Used PowerShell for Software Installations

•Perform Duo multifactor authentication

•Worked with built in Microsoft accessibility features (OS, O365)

•Utilized Skype for Business for training, meetings and send out emails/scheduled meetings.

•Assist with teammate logging Transfer and Modify Request in the Access Request System.

•Updated pending request to complete or close by submitting tickets in ILM in ServiceNow.

•Worked with other application analysts to ensure that a manual close is completed by an analyst and the teammate has access for the application.

NCourt/Hunter Resources Technology, Alpharetta, GA Mar 2019 to Feb 2020 POS Specialist/ Desktop Support – Data Center

•Provided exceptional IT support for Court Credit Card Systems in the United States

•Upgrade, Install and Uninstall Ingenico and Verifone Credit Card Non-Integrated and Integrated systems

•Provided remote assistance using AreoAdmin, Teamviewer, Zoho to assist Courts Clerks and local IT staff

•Remedy force Console – Salesforce and Atlassian (Jira) tool suite

•Used Active Directory to assist users with account information, computer, printers, disabled and expired access

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50%

•Used PowerShell for software installations

•Used PowerShell to manage and configure Windows servers and workstations

•Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support

•Performed password resets using Active Directory and elevated access c-account and a-account (Exchange, Teams, Outlook Client, O365 Webmail, Simple Access, MHF, MHF2, SNL, Cisco AnyConnect) SQL, Dashboard Accessed courts information using Salesforce, X-Net and Site Finder

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Able to repair, upgrade, and maintain notebook computers running Windows 10, Mac OS upgrades from 10.4 to 10.7and Linux as well as printers, copiers, faxes and scanners

•Experience working with accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Create, editing and updating KBAs and SOP articles using SharePoint

•Supported Terminal Services, Citrix XenApp and Xen Desktop

•Supported Office 365, Outlook 365 Webmail, Calendar, Contacts and Task issues

•Developed training material and present to a group of technical and non-technical audiences using PowerPoint.

•Advanced experience with imaging computers and using, configuring, and managing remote management tools such as Dameware, LogMeIn 123, SCCM, LANDesk and SMS

•Excellent knowledge of Windows 10/11 environment

•Perform Duo multifactor authentication

•Worked with built in Microsoft accessibility features (OS, O365)

•Provided image creation, deployment, and management for Virtual Desktops

HoneyBaked Ham Roswell, GA Dec 2018 – Mar 2019

POS Specialist/ Help Desk Technician – Data Center

•Provided exceptional IT/Helpdesk support for over 25000 worldwide customers by diagnosing and resolving routine hardware, software issues and responding to tickets, went through proper troubleshooting procedure to resolve, and escalated tickets to appropriate assigned group as needed using Remedy and ServiceNow ticketing

•Developed training material and present to a group of technical and non-technical audiences using PowerPoint

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Developed training material and present to a group of technical and non-technical audiences using PowerPoint.

•Advanced experience with imaging computers and using, configuring, and managing remote management tools such as Dameware, LogMeIn 123, SCCM, LANDesk and SMS

•Excellent knowledge of Windows 10/11 environment

•Perform Duo multifactor authentication

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50%

•Used PowerShell for software installations

•Used PowerShell to manage and configure Windows servers and workstations

•Worked with built in Microsoft accessibility features (OS, O365)

•Experience working with accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Used Active Directory to assist users with account information, computer, printers, disabled and expired access.

•Supports and maintains POS system computers (servers, desktops, cash registers, laptops, and tablets). BOS 2016, CMS Retail Summary, Call Center Agent, E Menu Restaurant, The Hub (Reports)

•Performed password resets using Active Directory and elevated access c-account and a-account (Exchange, Teams, Outlook Client, O365 Webmail, Simple Access, MHF2, SNL, Cisco AnyConnect)

•Used SharePoint to share information and organize projects

•Supported Citrix XenApp and Xen Desktop, Created, edit and updated KBAs and SOP articles using Word, PowerPoint, and SharePoint

•Provided image creation, deployment, and management for Virtual Desktops

•Supported Office 365, Outlook 365 Webmail, Calendar, Contacts and Task issues

•Done daily monitoring, verifying availability of all servers using Cisco Meraki Monitoring system.

Standard & Poor's Financial Services/Wipro Atlanta, GA Apr 2018 – Dec 2018

Service Desk Analyst/Help Desk Technician

•Responded to tickets, went through proper troubleshooting procedure to resolve, and escalated tickets to appropriate assigned group as needed using ITSM Remedy and ServiceNow

•Provided exceptional IT/Helpdesk support for over 50000 worldwide customers by diagnosing and resolving routine hardware, software issues and responding to tickets, went through proper troubleshooting procedures to resolve, and escalated tickets to appropriate assigned group as needed using Remedy and ServiceNow ticketing

•Developed training material and present to a group of technical and non-technical audiences using PowerPoint

•Advanced experience with imaging computers and using, configuring, and managing remote management tools such as SCCM, LANDesk and SMS

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Used Active Directory to assist users with account information, computer, printers, disabled and expired access

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50%

•Used PowerShell to manage and configure Windows servers and workstations

•Used PowerShell for Software installations

•Performed password resets using Active Directory and elevated access c-account and a-account (Exchange, Teams, Outlook Client, O365 Webmail, Simple Access, MHF, MHF2, SNL, Cisco AnyConnect)

•Experienced in Provisioning and Deprovisioning system/security access

•Used SharePoint to share information and organize projects

•Supported Citrix XenApp and Xen Desktop, Created, edit and updated KBAs and SOP articles using Word, PowerPoint, and SharePoint

•Provided image creation, deployment, and management for Virtual Desktops

•Supported Office 365, Outlook 365 Webmail, Calendar, Contacts and Task issues

NiSource Utility Company Atlanta, GA Jun 2016 to Apr 2018 Service Desk Analyst/Help Desk Technician – Data Center

•Provided exceptional IT/Helpdesk support for over 25000 worldwide customers by diagnosing and resolving routine hardware, software issues and responding to tickets, went through proper troubleshooting procedure to resolve, and escalated tickets to appropriate assigned group as needed using Remedy and ServiceNow ticketing

•Developed training material and present to a group of technical and non-technical audiences using PowerPoint

•Advanced experience with imaging computers and using, configuring, and managing remote management tools such as Dameware, LogMeIn 123, SCCM, LANDesk and SMS

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Used Active Directory to assist users with account information, computer, printers, disabled and expired access

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50%

•Used PowerShell to manage and configure Windows servers and workstations

•Used PowerShell for software installations

• Performed password resets using Active Directory and elevated access c-account and a-account (Exchange, Teams, Outlook Client, O365 Webmail, Simple Access, MHF, MHF2, SNL, Cisco AnyConnect)

•Used SharePoint to share information and organize projects

•Supported Citrix XenApp and Xen Desktop, Created, edit and updated KBAs and SOP articles using Word, PowerPoint, and SharePoint

•Experience supporting accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Provided image creation, deployment, and management for Virtual Desktops

•Supported Office 365, Outlook 365 Webmail, Calendar, Contacts and Task issues

•Done daily monitoring, verifying availability of all servers using Cisco Meraki Monitoring system

Synergis, Atlanta.GA May 2014 to Jun 2016 Emory University Hospital – 8 Help Service Desk Analyst/Help Desk

•Provided exceptional customer service the Emory Healthcare community

•Used Active Directory to assist users with account information, computer, printers’ access

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50%

•Used PowerShell to manage and configure Windows servers and workstations

•Used PowerShell for software installations

•Respond to tickets, go through proper troubleshooting procedures to resolve, and escalate tickets if needed using Remedy ticketing system

•Supported 30,000 users in 200 clinics and 8 hospitals in Installing, configuring, and maintaining the functionality of company desktop systems and software, Able to repair, upgrade, and maintain notebook computers running XP, Windows 7, Mac OS upgrades from 10.4 to 10.7and Linux as well as printers, copiers, fax, and scanners.

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Reset different passwords using Password Reset Tool (VDT, VDI, DLE),

•Supported accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Duo Mobile Authentication Program

•Used SAP, SCCM, Microsoft deployment tools

•Scheduled and performed VMware installations, patching and upgrades and maintains them in accordance with established client’s SLA and procedures – VMware vSphere Hypervisor

WellStar Hospital Atlanta, GA Mar 2014 to Apr 2016 EPIC Go Live/Help Desk Support

•Provided exceptional Customer Service by responding to tickets, going through proper troubleshooting procedures to resolve and escalate tickets if needed, ability to manage and respond to several tickets at once using ServiceNow ticketing system

•Used Active Directory to assist users with account information, computer, printers’ access

•Developed a PowerShell script to automate the creation of user accounts in Active Directory, reducing manual effort by 50%.

•Analyzed, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs

•Reset multiple passwords using Password Reset Tool (VDT, VDI)

•Supported accessibility software such as Dragon, ZoomText, JAWS and NVDA

•Duo Mobile Authentication Program

•Used SAP, SCCM, Microsoft deployment tools

•Used PowerShell for Software Installations

•Assist user with Microsoft Office 2007, 2010, 2013 and Office 365 issues

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

• Assist user with Outlook Popup boxes passwords logons. Assist with Outlook VDT and Office 365, Outlook Webmail, Teams, Calendar, Contacts and Task issues

•Supported Terminal Services, Citrix XenApp, and Xen Desktop

GEMA/GOHS Atlanta, GA Jan 2014 to Mar 2014

Technical Support Analyst/Service Desk Analyst/Help Desk Technician

•Installed, configured, and maintained the functionality of company desktop systems and software

Able to repair, upgrade, and maintain notebook computers as well as printers, copiers, faxes, and scanners

•Working knowledge of Microsoft Office Applications (Word, Excel, PowerPoint), Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

•Assisted user with Microsoft Office 2007, 2010, 2013 and Office 365 issues.

•Used PowerShell for Software Installations

•Created, edited and updated KBAs and SOP articles using SharePoint and Microsoft Teams

•Installed and support routers, switches, network printers and local printers

•Performed password resets using Active Directory and elevated access c-account and a-account (Exchange, Teams, Outlook Client, O365 Webmail, Simple Access, MHF2, SNL, Cisco AnyConnect) SQL, and Dashboards

MedAssist, Kaiser Permanente, Prism Pointe Technologies, New York Life Atlanta, GA Oct 2009 to Jan 2014 Helpdesk Technician

•Responded to tickets and have gone through proper troubleshooting procedure to resolve and escalate tickets if needed with the ability to manage and respond to several tickets at once using Remedy.

•Used Remedy and Mothernode (CRM) to create, assign and manage request made by customers.

•Had the working knowledge with Microsoft Office Applications (Word, Excel, PowerPoint).

•Analyze new hardware to determine its need or application in the existing or proposed system; advises on new techniques

•Install, modifies, clean up, run diagnostic, resolution, and recovery for hardware/software problems

• Worked as a Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support.

•Provided technical support and managed incidents and workforce Management software applications

•Reset Active Directory (Windows), Kronos, Macess, Xcelys and Diamond (Jars), Mainframe, Bluegate passwords.

•Created new passwords for password resets, installed and supported routers, switches, network printers and local printers

Contact this candidate