Angel Hall Email & Phone Number

Durham, Nc, Us

Durham, Nc, Us

Durham, North Carolina, United States

SalesForce Access Management Project:o Single-handedly revolutionized a cumbersome Excel access request process by conceptualizing, developing, and implementing a customized web form for access requests and approval workflows. This innovative workflow streamlined access management and tracking more than 90%o Led project planning by defining specific goals, deliverables, resource allocation, and budget. Executed and monitored project progress, ensuring accountability for achieving successful outcomesInstana Product Adoption:o Spearheaded the New Relic decommissioning and Instana product adoption, reducing company costs by over 30%o Directed weekly meetings with cross-functional teams to procure status reports, to test microservices implementation, and to track, mitigate, and resolve adoption issueso Exceeded business needs and expectations by providing deliverables for a new and obscure product, within tight time constraintsSoftware Release Coordinator:o Managed and coordinated blue/green software releases and hotfixes, collaborating with cross-functional teams including developers and business analysts. Incorporated Agile methodologies into the Software Development Life Cycle (SDLC) and Software Test Life Cycle (STLC) to ensure timely deliverables meeting business needs and user expectations.o Proactively supplied deliverables before deadlines, allotting more time and resources to assist other teams in software releases

Durham, North Carolina, United States

o Facilitated collaborative meetings with internal stakeholders, partners, business analysts, architects, contractors, and vendors to define product vision, product requirements, strategy, and roadmap, aligning with business goals, time constraints, budget, and user needs.o Employed User Lifecycle Management solution for approved bulk onboarding, management, and offboarding of user accountso Security focal in enforcement and maintenance of regulatory compliance (IBM IT Security Standards and Administrative Simplification Compliance Act (ASCA) through annual Continued Business Needs (CBN) access revalidations, data reconciliation, attestation, role-based access management (RBAC), assigning secondary controllers to access approval workflows, threat model designs, risk mitigation utilizing IBM AccessHubo Performed user acceptance testing (UAT), End-to-End (E2E), regression, usability, and smoke testing and gathered feedback to iterate and optimize application reliabilityo Created and maintained documentation, training materials, and Slack Q&A Chatbot for users, developers, and business analystso Designed mockups for cross-functional team review, with heavy emphasis and attention to UI (User Interface) and UX (User Experience) designso Reviewed and researched AccessHub Analytics and Intelligence reports to readily identify application errors, implement change management, and determine Root Cause Analysis (RCA)

Durham, North Carolina, United States

o Developed, implemented, and maintained scalable IBM Cloud and Kubernetes Infrastructure, including CICD pipeline creation and management, version control and code reviews, application monitoring and alerting, performance tuning, application scanning, quality assurance (QA) testing, and technical support to developers and business analysts o Managed user provisioning utilizing IBM Cloud Identity and Access Management (IAM) resources and Role-based Access (RBAC) for all integration tools, o Experienced in Agile environments ( Scrum, Kanban), utilizing Jira for administration and workflow managemento Analyzed Production errors logs, identified bugs and performance trends, conducted Root Cause Analysis (RCA) investigations, and collaborated with cross-functional teams on error review, mitigation and resolution o Collaborated within squad and cross-functional teams to establish and maintain a detailed , procedural knowledge base and security/compliance documentation aligned with IBM IT Security Standards (ITSS) and Administrative Simplification Compliance Act (ASCA)o Strengthened organizational security through quarterly Continued Business Needs (CBNs) access revalidations and constructed an operational guide for training

Durham, North Carolina, United States

o Provisioned user accounts, profiles, Role-Based Access (RBAC), permission sets and configured federated IDs for SSO o Implemented custom objects, fields, page layouts, and record types to meet business requirementso Conducted data cleansing and data integrity checks to maintain accurate and reliable data in Salesforceo Collaborated with stakeholders to gather requirements, provide training, and deliver ongoing support and troubleshootingo Pioneered and implemented annual Continued Business Need (CBN) access revalidations to fortify infrastructure security, access management, and trackingo Formulated, organized, and documented procedures and policies on operations and technical support

Durham, North Carolina, United States

o Escalated advanced network and application issues, and collaborated with engineers to expedite resolutiono Provided enterprise support of DELL EMC Data Protection and RecoverPoint products for governmental, healthcare, and enterprise userso Researched, diagnosed, and resolved software, hardware, network, and replication issues within a virtual, Windows, and Linux environmento Utilized SalesForce Service Cloud and ServiceNow for incident management, adhering to Service Level Agreements (SLA) and reportingo Performed data analysis and debugging by investigating production error logs

Raleigh-Durham, North Carolina Area

o Expertly managed and maintained Test and Production servers, overseeing installation, configuration, performance optimization, security enhancements, change management, upgrades, patching, backups, and server migrations for virtual Linux and Windows systems during scheduled maintenance windows.o Fortified IBM server security through meticulous Firewall management, comprehensive Nessus and Corporate Instruction 162 (CI-162) scans, rigorous system health checks, strict adherence to Administrative Simplification Compliance Act (ASCA) guidelines, and proactive SSL Certificate Management.o Performed ongoing server monitoring, swiftly identifying, analyzing, and rectifying problematic patterns found in Production error logs, user activity.o Proactively resolved critical and non-critical Production server incidents, creating scheduled and emergency change requests for maintenance windows and emergency changes for swift incident resolution. Conducted Root Cause Analysis (RCA) investigations to enhance system reliability.o Controlled Test and Production server accesses through account provision and deactivation, Access Control Lists (ACL) management and monitoring, Role-Based Access (RBAC) management, and quarterly Continued Business Needs (CBN) access revalidations

o Overhauled incident response triaging, knowledge base information, and new hire training by launching granular, cross-functional collaborative Knowledge Transfer (KT) sessions to achieve excellence in enterprise customer successo Controlled Test and Production server accesses through account provision and deactivation, Access Control Lists (ACL) management and monitoring, Role-Based Access Control (RBAC), and quarterly Continued Business Needs (CBN) access revalidationso Protected enterprise infrastructure through security and compliance scans, Nagios system event triage and mitigation, and proactive monitoring and analysis of user activity logs in Test and Production serverso Volunteered team resources to cross-functionally collaborate with the Virtualization Team and its early adoption initiatives, assessing processes to develop comprehensive Knowledge Base procedures and training materials. Provided support in provisioning and maintaining Windows and Linux virtual systems, while overseeing user access and password management using Linux commands and Windows Active Directory.o Contributed to Virtualization Adoption Panel focused on enhancing customer experience through in-depth review of User Acceptance Testing (UAT) feedback, offering strategic improvement suggestions, and collaborating on effective implementation strategies.o Resolved customer issues promptly and effectively across multiple channels including email, phone, and ticketing system, delivering 24x7 support

Durham, North Carolina, United States

o Provided technical support of hardware and software issues, relating to Pharmaceutical productso Arbitrated customer issues through incoming calls, voicemails, and emailso Tracked customer calls, issues, and outcomes in Siebel ticketing systemso Trained and mentored new hires on technical, phone, and hardware support procedureso Contributed thorough procedural documentation to the knowledge base, enhancing customer relations, new hire training, and product reliability o Utilized LogMeInRescue to remotely mitigate and resolve software issues o Reviewed and validated Service Level Agreements (SLAs) with customers and Financial Departmento Corroborated with on-site Field Service Engineers on resolving software issues and determining product replacement

Chapel Hill, North Carolina, United States

o Performed operating systems reimaging, software updates, patches, backups, and security scanso Managed front desk and triaged laptop issueso Advised students of insurance claims and financial options, pertaining to irreparable laptopso Resolved Windows OS application, network, and software issueso Utilized Remedy Ticketing System to accurately document resolution to software issues o Trained and delegated responsibilities to new student staff transitioning to more advanced troubleshooting

Raleigh, North Carolina, United States

o Provided Desktop support for laboratory users of Linux, Mac, and Windows operating systems (OS)o Optimized OS performance by disk space reallocation, OS re-installation, and file repairso Maintained detailed documentation of computer issues and software installationso Patrolled multiple sites to ensure the physical security and inventory of laboratory computerso Analyzed system logs to efficiently resolve customer account and printing issues

Bachelor Of Science, Computer Science

Activities and Societies: National Society of Black Engineers Volunteer Honors ProgramStudied Computer Science

Project Management, Project Management

Studied Project Management