Access Management Product
Resume:
Brad Utley
**********@*****.***
Summary
Communication experience in Business Consulting. At Wellsfargo I communicated with stakeholders, product owners and Priveledge access Management (PAM) team about updates to be made on applications, relaying back to manager and team. Sometimes through Skype we would have meetings with everyone involved.
Communicate clearly (Liaison) with customers between technical terms and general updates as needed. When at wellsfargo, would have meetings with Users before receiving requested applications I would be able to walk them through process with a set of instructions and troubleshooting steps on phone and sending them through email to follow. I always let them know to call me back with any questions. I was able to speak on their level for a clear understanding.
Wellsfargo, I created a knowledge-base, of different entitlements for different application access. We updated this from Notes+ and added new ones as they would come. I had to do research what entitlements were needed from previous places in the confluence search or product management who was in charge of it. I hosted an internal webpage in Confluence for a way to track tickets. I created a flowchart dashboard for navigating and visualization for process and status of tickets.
Cybersecurity at Axway contracting for IRS. Servicenow and AWS was connected, when a threat was detected, AWS would shoot an email to ServiceNow creating a ticket that would describe the possible attack, and we would look to see the error number and find out where it needs sent for furthered investigation. I have an understanding of threats, how they are done and what effect can have on systems.
Wellsfargo I took the lead on managing support tickets. I would keep the person requesting ticket informed step by step what is being done and what has happened. I made sure to watch the SLA on tickets and sometimes when further investigation or troubleshooting was needed to extend the SLA. I always made sure there was a work around to prevent application from being down and they can work in the backend to fix problem. I kept track of the time, when it was being worked on, what estimated time they had to deploy the patch and updated after it was deployed to send email out to affected users for updated information.
Bankofamerica I used C# to update web pages. We had a project was working on it was a report tab that needed a new radio button to select, and I added a link for them to click on that connected to daily report and they were able to receive it in their email
Pinebreeze technology I worked as a NOC technician working with creating racks, installing computers, servers, switches. I also installed cat 6 fiber from switch board, testing to see if they work. I also have experience with the OSI model layers 1,2 And 3. I also have experience in subnetting esters to see if RJ45 cable connects. I also tested and installed PDU.
Education
Northwest Technical College Computer Science 1996 – 2000
Certification
ITIL Certificate
Knowledge
HTML/CSS College Completion building websites
Javascript college Completion building websites
CEH (Certified Ethical Hacker) background
Public Trust Security Clearance
Areas of technical expertise include:
Communication between projects, stakeholders, end users.
Extensive research finding needed information and documents
Technical communications
ServiceNow
Risk Management
JIRA
Access Management
Bitbucket
Splunk
B2Bi
Networking
NOC/SOC
OSI Model layer 1,2 and3
Risk Management
Servers
Mainframe
SFTP
IPSWiTCH
Cisco CCNA Network
Fiber and cable
Router
Switches
Professional Experience:
Wells Fargo, Charlotte, NC. March 2022 – March 2024
Production Lead Technology Business Analyst
Roles:
Communication for different department, managers and stakeholders
Access Management for assigning correct entitlements after research of needs for their job.
Strong Technical Communication with Skype having meetings on projects or specific present or future discussions and troubleshooting suggestion’s etc
Risk/Auditing, checking to make sure users transferring between departments don’t have access to not needed applications.
Jira requests where a Ticket can only be made through specific page in agile for troubleshooting or access requests.
Testing application Merge Notes+ to Confluence
Lead confluence monitoring and building a knowledge database with admin access.
Jira ticketing system
Tracking down ownership of entitlements for information of updates or changes that occur.
ART (Access Request Tool) administrating roles to users (merging from ART to IAM)
Team lead in AIMS and ART managing accounts and group policies at Enterprise level.
MyIT used as a self-service Helpdesk for change, access or support requests.
Servicenow ITSM for incident management, problem management and service request
Wanda software through access request tool for access to applications.
Meetings daily on confluence about ticket status and if someone stuck, we as a team will help figure out to meet SLA.
Microsoft applications.
Bank of America
Production Cash Pro Application Support Sep 2021 – Feb 2022
Roles:
L2 experience in troubleshooting applications
SQL database code research for changing code or correcting SQL errors pertaining to 3rd party.
IVR in CashPro Production send payments over the phone and also when clients would put money into accounts
Splunk troubleshooting payments, looking up reports, searching payments
Toad using to verifying payments in PROD A and PROD B
Worked with fraud check for payments and some didn’t have fraud check, handed over to PSH
CPTOOLS troubleshoot using flow diagram, status of File or Batches pull up script
ITIL incident management solving issues quickly as possible in with CPTool, Splunk and SQL
Triage participate in triage to find solutions in troubleshooting
Toad working under DEV script for failed, unsuccessful, rejected payments research in splunk
Bank of America
Technical Application coordinator Sept 2019 – Mar 2021
Roles:
Strong Technical communication with clients who depend on
Technical knowledge of SQL
Strong technical experience in KANBAN stories that will be base of project from stakeholders.
Strong communication with developers understanding their goals and communicating with productiion and stakeholders.
C* developing knowledge with .net
Excellent team communication working effectively with Prod/Dev teams.
RODB finding what definitions are and if up to date or outdated makes changes
RISE software Tool - troubleshoot requests providing critical information was correct and mark complete or research
WBT Self Service Portal
Remedy problem ticket creation to create with Work Orders to Patch or to request production passwords.
Merging Remedy to Jira software ticketing system
Meetings and updated information about Project
Permission Catalog (PCAT) - AIT Application updating Spreadsheet to correct information completing requests
Access Profiling Software - update user access on different platforms
Microsoft applications creating documents in Word and Excellent for knowledge base.
Bitbucket front end and backend work pushing jobs through
Jira stories creating Do Not Call List
KANBAN lead daily stand up meetings
Patching applications CashPro for updates to payments, billing.
Wells Fargo, Charlotte, NC. Feb 2018 – Sep 2019
Production Business Analyst
Roles:
Technical Business Analyst communications with LOB understanding what is needed, a liaison and have very strong communications with all departments.
ServiceNow problem, incident and change management
Excellent team communication working effectively.
Agile Dev/Ops work together with development teams involved in Productivity
ART (Access Request Tool) administrating roles to users (merging from ART to AIMS)
Strong access management using AIMS and ART managing accounts and group policies at Enterprise level.
Strong technical experience in Bitbucket repositories with GitHub creating and assigning them to developers and production to write code or whoever needs them for viewing.
Remedy change management tool for work order and change requests.
Remedy creating problem tickets and incident management
CPOE (Central Point of Engagement Tool) request access Tool
ILM create entitlements and IES roles to add in application to select the access.
PCMT Privacy Choices Management Tool to clarify and update privacy information of bank customers
Microsoft applications
Axway Inc., Phoenix, AZ. Nov 2015 – Feb 2018
NOC Support Coordinator
Customer service – assisting internal customers with technical issues.
CDP platform accounting data stored in customers information
Cybersecurity contracting for IRS tracking down vulnerabilities even if not harmful but expecting it
Shift turnover
Adapt well to changes
Knowledge of security threats and troubleshooting
Linux Knowledg using grep commands, editing script
Splunk – antivirus, ticket monitoring, logging tool for providing information
ServiceNow Administration – Logging, Create, troubleshooting and Splunk TSIM or IRS “ contracts” tickets
Xceedium – network security software to SSH servers usingLinux.
Icinga – troubleshoot errors and warnings, monitoring and patching.
Sentinel – software to search errors in failed jobs.
Webx – Used for Incident Management Call for critical errors.
Netproassur – search failed hops in server or stuck jobs
Secure Transport (ST) –Troubleshoot failed files, put info in ticket and send to level 2.
RTMS – shows critical errors such as hardware, memory, cpu etc.…
Documentation on turnover, tickets and when creating for database.
Pinebreeze Technologies - Chandler, AZ. Jan 2013 – Feb 2015
NOC Technician
Install/Uninstall Hardware- put servers, routers and switches in racks
Remedy tickets for hardware requesting server issues to be repaired
Hostname/network labeling- attach label names to servers
Multi-mode and single mode fiber- use different types of fiber mostly multi-mode
Install Cat 6 cables/fiber- install cable and fiber wires, ILO configuration
Link Runner Cable testing- use to test and see if cables or fiber connection is valid
Service now ticket database- use service now to assign tickets and complete tasks
Power Cable install- install power cables in PDU
Tracer software- Used tracer to verify fiber connection
Inventory- keep track of inventory in warehouse
Shipping/receiving- keep track of incoming and outgoing supplies
Patch Panels/Fiber Cassettes- hooked cable/fiber to connect to routers through patch panels
TAOS Consulting, Phoenix, AZ. Aug 2012 – June 2013
NOC Technician
Hardware Inventory- took count of all hardware we had in stock
Install/Uninstall Hardware-put servers, routers and switches in racks
Hostname/network labeling-attach label names to servers
Console-logged into console to configure hardware
Install Cat 6 cables/fiber-install cable and fiber wires ILO configuration
Minimal Supervision-able to work alone weeks at a time
Power Cable install- install power cables in PDU
Ethernet cabling
Department Homeland Security, Chandler, AZ. Jun 2011 – Aug 2012
Service Desk Analyst
Outage Control- took outage calls and updated incident hourly/conference calls
RSA security tool administration with profiles
Review and analyze windows log files
Obtained T1 Security Clearance
Customer Service-able to assist customers troubleshooting
Windows 7- operating system we worked with
Remedy Ticket System-created tickets and assigned to appropriate person
Encryption RSA- security admin with RSA Token
Network Support- provided support with
Active Directory- reset passwords, disable accounts.
UAM – Created and Maintained user accounts through Enforce (EID, EABM, etc.)
Virtual Servers
PSCU Financial Services, Phoenix, AZ. 2009 – 2011
NOC Data Center
RSA Systems Administration
Active Directory Administration
TIMS Ticketing Service
Change Management
Risk Management
Customer Service
Disaster Recovery
Set up racks, switches and routers in NOC
Lay wire/cable in NOC
Wireless troubleshooting
Monitor Network with Big Brother Monitoring tool
Remote Desktop
AT&T, Mesa, AZ 2008 – 2009
Technical Support
Customer Service
Technical Support for cable phone and wireless
Troubleshoot Connections- troubleshoot the NID to see where error is
Routers- troubleshoot routers
Modems- see if connection was valid from modem
Password resets
RSAToken administration
AmkorTechnolog, Phoenix, AZ. 2005 - 2007
NOC Data Center
Run Production jobs AS400 (mainframe)
MainframeAS400on scheduling jobs, initializing tapes on OS390, hourly system check for locked jobs failed jobs ..
DOS
Unix checking for errors in jobs and researching with grep commands
FIX – monitoring connections and requests
FTP sending Confidential files to Clients.
MQ used to send and receive messages in mainframe
SAP Jobs Monitoring
MainframeAS400 (iSeries) operations support- supported in disaster recovery
Big Brother Monitoring Unixnetwork monitoring system
Multi-Tasking- many jobs at once
Administrative Help desk support- assisted users with questions
MS office 2003 2007 experience.
Maintained and administered Lotus notes 7.5 email
Help desk technical support
Active directory - username and password resets
Altiris Ticket System
First Data Bank Support, Coral Springs, FL. 2004 – 2005
Credit Card Terminal support for credit card errors
Supported stores, warehouses with terminal issues Omni 370 for transactions
System support analyst
FTP file transfers- send terminal patches through FTP
Outbound Customer Service
Hypercom Terminals- used for credit cards
Omni 3750 Terminals-used for credit cards
Windows 98, XP Troubleshoot
Remote Desktop-logged in to computer to troubleshoot
Creation and maintenance of system documentations
Meet SLA requirements
Tradestation LLC, Ft. Lauderdale, FL Jan-2003– Sept-2004
Meet SLA requirements
Technical support for Trading Platforms
Monitor markets with RadarScreen software tracking stocks
Monitor custom alerts on hundreds of symbols in single window
Provide data forecasts to trading partners on stocks, indexes, mutual funds, options and futures
Monitored foreign exchange currency in the active market
Land-o-Lakes – Network Administration - Arden Hills, MN Dec/2000 to Nov/2003
AS/400 (iseries) system administration
AS400 disaster recovery
Supported landolakes ware house monitoring autosys jobs for patching updates in development.
AS400 User administration rights
Daily AS400 backups
Monitor AS400 traffic
COBOL training JCL
Check for AS400 system messages
Created and scheduled AS400 jobs
Active Directory (2000, 2003)
Windows user administration 12,000 + users
Created Group Policies in Windows
Windows computer management summarizing administrative events.
Windows system restore
Tivoli knowledge of monitoring tool
Veritas Back-up Exec administration, install, configure, provide disk and tape backup support.
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