Help Desk It Support

Ayanna Dotson

626-***-**** ******.******@*****.*** LinkedIn

TECHNICAL Information Analyst

Results-driven, analytical professional with 15+ years in the technology banking industry, leveraging technology advancements to achieve organizational objectives and business initiatives. Extensive quality assurance experience and track record of delivering, evaluating, or testing enterprise technology initiatives. Experience with IES/IAM & OKTA tools and access management provisioning/de-provisioning, certification systems, and processes. Capable of administering both the accounting and human resource management system, developing test plans, and providing assistance and training to County and local government staff. Ability to translate and explain complex technical information to stakeholders. Mobility to work in a typical office setting, communicate in person or over the telephone, and vision to read printed materials. CORE COMPETENCIES

Lean or Six Sigma Process Improvement Methodology Technology Strategy Cybersecurity Frameworks Data Analysis User Acceptance Testing (UAT) Technical Documentation Systems Analysis Application Support Regulatory Compliance Data Privacy Customer Relations Auditing Lean Methodologies System Policies Security Assessments Documentation and Reporting Software Solutions Test Strategies Development System Support for Financial and Business Applications Security Policy Network Configuration Tactical Planning and Execution Financial Systems Help Desk Support Problem-solving TECHNICAL SKILLS

Security and Compliance SOX (Sarbanes-Oxley Act), KBA (Knowledge Based Authentication), DRA

(Delegation Resource Administration, Cybersecurity tools Service and Exchange Management: Knowledge of Microsoft Server 2012, Microsoft Exchange 2013, Microsoft Exchange 2000/03, SharePoint, Active Directory, Workday Network and Connectivity: DMZ Servers, LAN & VPN/Remote Connectivity, Citrix, Putty, Network diagnostics tools

Operating Systems: Windows 10, Windows 7, Windows 8.1, Unix Hardware & Devices: PCs, Laptops, Telephony Systems, Printers Software and Applications: Web Ammo, Lotus Notes, File Net, Base24, Tandem, AS400, Rumba/Mainframe, Salesforce, JIRA, VMware applications, Service Desk, Art Workflow, IAM/IES, Pac2000, UARs (User Access Requests), Microsoft Office Suite (Word, Excel, Outlook, Access)

TOP SKILLS

Information Technology & Security Operations — Exhibit in-depth understanding and application of Information Technology governance risk and compliance processes, such as policies, control standards, risk management concepts, and information security. Knowledgeable in healthcare as well as Financial environments. Cybersecurity — Immersed in security assessments and reviews to identify and prevent the unauthorized use, release modification, or destruction of data. Implement cybersecurity and information security policies and standard processes. Stay abreast of innovative cybersecurity solutions to address the progressing severity and complexity of security threats. PROFESSIONAL EXPERIENCE

Senior Technology Operations Analyst, Wells Fargo Las Vegas, NV Oct 2015 – Oct 2024 Strategically facilitated and trained several dozen new and existing employees, including enhancing process efficiency, modifying application procedures, and provisioning/de-provisioning user access for employees and promotions of hundreds of applications. o Manage training programs to equip employees with advanced skills to improve workflow productivity. o Proactively support user access reviews (ACTs) while assisting with the completion of bulk application cleanup for audits. o Employ best practices to support 300+ applications to be keynoted as the highest producer on the AIMS/EAM team. Ayanna Dotson Continued page 2-626-***-**** ******.******@****.*** o Spearhead EAM analyst on application turnovers for the following: Adobe EchoSign, Pro Track-BEP and Mural, Transunion to IAM and XYLeme; Innovis Web/Cbc, Schneider Electric (SEUP), Salesforce, EXS, DIP plus dozens more. o Interface with project teams with several members to create application department documentation as well as train current SAA team and new hires to the department on hundreds of applications being managed and processed. o Oversee second-level troubleshooting and respond to SAA-related incidents via ServiceNow management systems. o Perform immediate corrective actions, disaster recovery (DR), and UAT for various Wells Fargo applications. o Efficiently maintain team mailbox while overseeing departmental auditing of specific SOX audited systems. o Optimize on-call team calendar and transitioned that over to Workday and flow improvement training via Lean Six Sigma. o Closely work with the Certification team to rectify stale feeds within the system; ACT AROP reports from the team over open items. o Certificate Authority (CA) Server Management: Managed and configured Certificate Authority (CA) servers for secure communication, digital signatures, and SSL/TLS certificates. Implemented Public Key Infrastructure (PKI) systems for encryption and authentication of data, ensuring secure exchange of information. Administered certificate issuance, renewal, and revocation processes using Microsoft Active Directory Certificate Services (ADCS) and OpenSSL. Monitored and maintained CA infrastructure, ensuring compliance with security policies and best practices. Collaborated with cross- functional teams to integrate CA servers with other security systems like firewalls and VPNs. Troubleshot and resolved CA- related issues, ensuring minimal downtime and security compliance. o Third-Party Risk Management (TPRM) frameworks to assess and mitigate risks associated with external vendors and service providers. Conducted vendor risk assessments, including security, compliance, and financial stability evaluations, to ensure alignment with company standards and regulatory requirements. Collaborated with procurement, legal, and IT teams to onboard and monitor third-party vendors, ensuring adherence to security protocols and performance standards. Utilized risk management tools and platforms (e.g., RSA Archer, BitSight) to continuously monitor third-party activities and identify potential security vulnerabilities. Managed the lifecycle of third-party relationships, including contract review, compliance audits, and issue remediation.

Information Security Analyst, Union Bank of Monterey CA Monterey Park, CA Sept 2009 – Jan 2015 Rendered analytical support over special projects, such as acquisitions and mergers with other banks. Accomplished UARs, set up secureID tokens, prepared shipments, and managed employees to receive bank access through their cells. o Maneuvered daily and weekly terminations, including monitoring controls, mainframes, and Peregrine problem tickets. o Adhered to SOX guidelines as part of due diligence in the disclosure of financial information. Executed internal controls and procedures to communicate, store, and protect the data from unauthorized access and various forms of cyber-attacks. o Ensured overall bank efficiency in assisting end users by utilizing VMWare. Reduced response rate and met SLAs. o Managed queue daily, addressed severe backlogs, and volunteered to work on Saturdays to maximize efforts. o Streamlined work processes across teams involving quality control, human resources, management, and process design. CERTIFICATIONS & TRAINING

Cybersecurity Impact Bootcamp UNLV Continuing Education, Expected completion: May 2024 Courses: Network Administration, Cybersecurity Fundamentals, Network and Application, Incident Handling, Forensics, Malware Analysis, Ethical Hacking and Incident Response, Secure Design Principles, Risk Management, Threat Intelligence Lean Six Sigma White Belt Training Jun 2013

EDUCATION

Bachelor of Science, Paralegal Studies

Kaplan University, Fort Lauderdale, FL

Associate of Science, Culinary Arts

The Art Institute of California, Santa Ana, CA