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

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.

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.

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

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