Credentialing & IT Support Specialist Administrator

Crystal Dubose

Credentialing Specialist Administrator

678-***-**** Lithonia, GA ***********@*****.*** Professional Summary

Enthusiastic Junior Encompass Support Administrator with 3 years experience supporting customers with technical issues. Skilled in troubleshooting and managing support cases and securing system access across the enterprise. Able to collaborate with team members or work independently, while ensuring customer data privacy. Technical skills

ServiceNow USAccess Velocity (SEIM) Confluence Salesforce Microsoft Office Active Directory Access Management Endpoint Management Data Privacy/PII Handling

Soft Skills

Team collaboration Problem solving Time management Multitasking Effective Communication Attention to Detail Customer Service Flexible Security Clearance

Public Trust

Home Lab

● Creating an infrastructure of 100 employees, with files, directories and groups, managing their permissions and group ownership using Linux

● Deployed a Windows Server VM operating system in a virtual environment using Virtual Box

● Using Active Directory Domain Controller to create security group policies for users and organizational units for access and permission, creating an infrastructure of directories

Professional Experience

Citizant May 2024 – Present

Credentialing Support Administrator

● Deliver first level support for system issues for users such as pin resets, credential update or basic functionality errors

● Monitor, manage and respond to assigned work cases in ServiceNow

● Complete audits on user profiles for employment status or event management records to ensure proper access

● Facilitate user onboarding and offboarding process which includes access permissions and printing and activating PIV cards

● Ensure computer has proper system updates and configurations

● Participate in regular training to keep up to date about ticketing and registrar systems

Hyland April 2022 – May 2024

Technical Support Analyst

● Provided support of IT infrastructure of the organization via email, phone and service requests

● Used ServiceNow to create and resolve work orders for unpatched devices and offboarding employees

● Assist staff with usability of desktops and laptops

● Evaluate application patches for desktop application to help solve issues

● Clearly documented issues for unaccounted devices and work done for escalation, review and audit purposes

● Supported customers with any application and software issues

● Perform upgrade services by adding to or changing a workgroup computer, workgroup peripheral, or software

● Provided outstanding customer service to end users and the IAM team

● Conveyed clear communication to supervisors, team members and end users Education

Georgia Piedmont Technical College

Cybersecurity: Associates Degree

Certifications

CompTIA A+, Security+

Okta Certified Professional (In Progress - Target: [July 2025])

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