Isabel Hernandez Email & Phone Number

Tampa, Fl, Us

United States

• Assesses and resolves user access problems related to security controls to minimize business impact and risk exposure• Identifies and removes expired, orphaned, or duplicate accounts by monitoring account activity and changes• Performs account creation, modification, and deletion based on end user requests for more complex requests• Analyzes performance of IAM applications and takes action to correct deficiencies• Investigates potential systems access incidents and engages process partners as required• Participates in internal and external audit activities in order to maintain documentation for future audits related to systems access• Executes workflows to establish, maintain, and optimize role based access• Provides input into tactical security initiatives and assists with maintaining Information Security system access policies and standards• Generates reports as requested, including writing preliminary specifications for system access modifications• Assists with implementation of counter-measures or mitigating controls, including training and testing of existing systems• Works with Service Management team to maintain and improve provisioning and de-provisioning workflows supporting on-boarding, and off-boarding processes• Design, build, test, debug, and install application systems.• Manage server and data table access by overseeing server access permissions and enforcing strict controls to ensure data security and compliance. Utilize SQL for effective data manipulation, including managing, querying, and updating data tables to maintain accurate and secure records across the IAM infrastructure.• Execute SQL queries and perform data manipulation to retrieve, update, and maintain IAM-related data, ensuring efficient and secure data table management. Perform regular audits and updates on databases to support data accuracy, compliance, and effective access control.

United States

• Provide real-time support to employees, end users and patients related to software/hardware and systems, typically resolving simple issues immediately.• Create support tickets to ensure proper resolution, tracking, and follow-up.• Use company ticketing system to track ongoing issues.• Engages with customers remotely to determine nature and scope of the employee's issue and take appropriate action.• Documents, resolves, and closes customer issues according to existing service level guidelines, policies, and procedures.• Promptly escalates more complex technology issues to higher level technical support or management to ensure timely resolution.• Provides end-user desktop training and minor hardware/peripheral repair as appropriate to assist with problem resolution.• References problem management database and service desk systems to provide well-informed solutions on routine issues.• Review incidents submitted to the Service Desk queue and escalated them to the according team to be resolved.• Conduct interviews for the Service Desk team and make decisions on candidates going forward.• Use Visual Task boards in Service Now to track employee interviews activity, onboarding, and training.• Resolved issues and converted their solutions into easily accessible knowledge – base articles for the Service Desk.• Contacted users to follow-up on incidents that have not been resolved or are on hold in the Service Desk queue.• Contacted coworkers from different teams to get advice on ongoing issues and pass along the information to Service Desk team.• Create an agenda for weekly huddles, host meetings following the agenda and answering any questions during the meeting.• Communicate outages and track trends through the Service Now ticketing system.• Handle EpicCare Link and PlanLink calls for account lockouts, password resets, and the application process for access. • Escalating EpicCare link tickets for resolution on uncommon issues.

Aventura, Florida, United States

• Train customers on device use, software, and maintenance, ensuring they understand best practices for device longevity.• Run diagnostics and troubleshoot issues for devices, software, and network concerns, assisting both in-store and remotely.• Handle technical inquiries related to email, printers, network, software, and operating systems, resolving issues over the phone or in person.• Install requested hardware, software, drivers, and operating systems, tailoring setups to customer needs.• Utilize a ticketing system to manage service orders, track repair progress, and document customer interactions, inquiries, and complaints.• Process payments and billing for services, handling deposits, charges, and billing arrangements.• Resolve service and billing complaints by arranging merchandise exchanges, refunds, or billing adjustments as appropriate.• Promote and recommend products based on customer needs, demonstrating product features, and assisting with selections.• Monitor for security risks and prevent theft, taking action as necessary to protect store assets.• Maintain store appearance by cleaning shelves, counters, and displays.• Handle trade-in estimates and provide quotes on allowances, supporting sales and exchanges.• Supervise and develop staff by setting goals, scheduling, and conducting training and performance evaluations to meet department objectives.• Manage department policies and goals by establishing procedures, coordinating with leadership, and ensuring alignment with organizational priorities.• Set and monitor departmental deadlines, fostering a focused approach to sales efforts based on customer preferences and market trends.

Bachelor Of Arts (B.A.), Digital Arts And Sciences

Associate Of Science - As, Animation, Interactive Technology, Video Graphics And Special Effects