Customer Service Support

Kathryn Springman ***** Cider Circle Dr, West Harrison, IN 47060

***********@*******.*** Phone – 317-***-****(H) 317-***-**** (C)

Summary of Qualifications

Experienced and self-motivated IAM analyst. My major focus has always been good customer service for both the internal and external customer. Over the years I progressed from computer operations, programming to networking and then to mainframe user administration. Received recognition for my customer support and how diligent I am in my response.

6C Federal clearance

Team lead where my focus was customer service.

Documented many processes

Maintain a secure mainframe for users and developers. This includes creating access to many datasets and resources for developers

Audit requirements – follow specific Federal guidelines and other.

Worked on several projects:

Sailpoint – during the implementation, I help with research and descriptions of thousands of AD and RACF group.

Company split - Responsible for creating new users in AD and the Mainframe for those users that moved to the newly formed company. Maintained a roster of users.

Upgraded thousands of RSA tokens for internal and external users.

Rename of 2000+ ID’s on the mainframe.

Reset 5000+ user passwords when moving from 8 to 14 character passwords

Large project to limit user administrative access to various systems and files.

Technical Experience – Greatest Expertise

RSA

PIVi Cards for 6c cleared individuals with Admin access.

ServicePoint – ticketing system

Sharepoint – for uploading documents

Mainframe RACF

Vanguard IAM Administration

Excel, Word, Outlook, Powerpoint

Professional Experience

FISERV – Fishers, Indiana 4/27/2006 – Present

Security Engineer

Most Current Experience with FISERV: from May of 2018 to present

IAM administrator for two mainframes that Navient sold – set up user access

Work with RACF and Vanguard to provide access

Audit reports - worked to create documentation for all audit requests

Document all aspects of the job for an IAM administrator - moved it to Sharepoint

Systems person for two mainframes that house student loans for both commercial loans and Federal loans. Responsible for proper levels of access. This includes creating datasets and resources for developers.

SallieMae and Navient: from Approximately 4/2008 until 05/2018

Title – Information Security Analyst II

Sailpoint –

oCreated and defined the hundreds of AD groups and mainframe RACF groups to assist in defining the various roles for users

oAssisted with running certification reports for over 50 roles that were defined within the application and sent to managers to certify the access.

Sallie Mae split from Navient –

oCreated a process to use in creating access for Sallie Mae users that still required access to Navient’s mainframe.

oMaintained a database of the users for reporting to Salle Mae.

Used Cyberark to create multifactor access for users that had access to the mainframe for the federal government accounts and for any administrator of the mainframe.

Instrumental in putting together a process that would help streamline user access

Supervised eight analysts and developed a great relationship with communication

Completed a Leadership Excellence course that helped me in my growth as a supervisor.

SallieMae from 4/27/2008 until 05/2018

Project Coordinator

Generated daily reports to provide management with statistical information regarding calls made on student loans and the success the representatives have in preventing defaulted loans.

Use of Access 2002, Excel Worksheets and the Avaya dialer application.

1st Level Help desk for approximately 100 phone representatives for PC and phone related problems.

Documented the processes required to run the daily jobs, importing data into an Access database and creating the spreadsheets that get distributed.

Completed online courses for Access, Excel and Microsoft Project.

I have help other positions within IAM, Server Networking and Cobal Programming that helped to build on all the experience that I have today.

References

Misty Boren

Director Systems Security

Cell – 317-***-****

Info – My direct manager at Navient

Neva Napier

OneAmerica

Cell – 317-***-****

Work – Unknown Number

Info – Member of my team at Navient

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