Joe L. Email and Phone Number

01/2018 – 01/2023 USAA  Database Administrator for IAM Database Platforms  Prepared and delivered written and verbal training with recommendations to internal customers.  Worked completely independent on ServiceNow Freeform requests for multiple Database platforms while following written risk, compliance policies and procedures for business activities. Aware of USAA Information Security standards as well as industry information security best practices, frameworks, laws, and regulations.  Served as informal subject matter expert to others on team.  Researched consultation requests to support the business for security related identity and access issues.  Developed, implemented, and executed security access controls across USAA environments.  Analyzed complex access requests in partnership with stakeholders to ensure that the access is correct and complies with USAA guidance and industry best practices.  Provided moderate to complex troubleshooting and incident support for IAM related issues for multiple platforms and technologies. Prepared and delivered written and verbal training with recommendations to internal customers.  Served as a resource to team members on escalated issues of an unusual nature.

Cyber Security Analyst for Windows Team  Considered a Subject Matter Expert in the USAA implementation on StealthAudit for Active Directory.Collaborated with Security Teams to tune and enhance Windows Server and SQL Server for StealthAUDIT for Active Directory. Guided the development of code/scripts/automation written for StealthAUDIT to collect, analyze and develop reports to detect or prevent new threats.  Performed investigative research, analysis and troubleshooting to identify, resolve, and report highly complex security issues.  Collaborated with teams to automate Information Security processes to increase efficiencies for stale objects in Active Directory, weak passwords, stale users, groups and sensitive data.  Initiated commercial vendor discussions, submit requests and consult with Architects to plan future technical solutions.  Project accomplishments that lead to a 245% decrease of stale objects in Active Directory. Engaged with multiple teams to keep Wiki, processes and KBs updated to ensure that all teams are in sync.

09/2013 – 01/2018HCL America at USAADeskside Level 2 Support – IT Service Desk Voice/Chat Lead - Quality Assurance Analyst - Service Desk Analyst  Provided Deskside Level 2 technical support for USAA contractors/employees to home/remote office workers. Hands-on fixes at the desktop level, to include installing/upgrading software and hardware. Provided support for logging, tracking, resolution and reporting of help desk incidents and requests in Service Now while ensuring reliability, availability and continuity.  Served as a Service Desk Level 1 lead resource to team members with HR, formal and informal training and coaching to team of 20+ IT personnel. Monitored and tracked progression of unit goals and objectives. Collaborated with senior/management/back office with defining organizational goals and strategic plans.  Provided Quality support for IT Service Desk. Perform ACMs on to ensure that quality requirements were met. Validated, invalidated incident reviews, negative/positive surveys, quality metrics and coach where needed. Performed interviews for new positions. Expert in providing TSRs guidance on properly troubleshooting and resolving issues in a timely manner.

02/2012 – 08/2013 KForce at USAA   Level 1 Help Desk Technician - Performed and/or guided customers through the installation of hardware/software and networking components on their personal/business computers to meet computer needs. Resolved issues of complexity that included contacting and assisting other departments and/or third-party vendors.

I provided support as a signal support systems specialist for a small organization of up to 200 personnel by supplying communication equipment that included radio, wire, and battlefield automated systems. I planned, supervised, and integrated the installation, operation, and maintenance of COMSEC devices such as Movement Tracking Systems, AN/PSN-11 PLGR, AN/CYZ-10, Single-Channel, Ground, and Airborne radios. I provided technical assistance and unit level training for automation, communication, and user owned and operated Signal equipment. I operated all wheel vehicles and equipment over varied terrain and roadways for support of combat operations. As a motor transport operator I supervised and provided technical guidance to subordinates in accomplishing their duties. I oversaw and checked proper loading and unloading of cargo on vehicle and trailers of numerous models of light to heavy equipment, trucks and transport military tracked vehicles while performing preventive maintenance, checks, and services.

As IMO, I provided automation support to 173 end users with new account requests and troubleshooted old and existing end users password problems, CAC/PKI problems, email management with Outlook setup, mapped drives and requested automation support from DOIM through Remedy. I utilized ActivClient with CAC/PKI as well as installed and configured external CAC readers, USB keyboard CAC readers, PCMCIA laptop CAC reader hardware and drivers. I worked with ApproveIt, Form Flow, Pure Edge Viewer, and Lotus Forms programs. I worked with Port Security and rewired the building LAN Cable that led to 98% communication operations for the company. While deployed I developed/implemented an access control lists for NIPR Non-Secure Internet Protocol Router systems and SIPR Secured Internet Protocol Router systems. As a motor transport operator I supervised and operated wheel vehicles to transport personnel and cargo over varied terrain and roadways for support of combat operations. I was responsible for one hundred seventy three soldiers and over five million dollars worth of equipment without losing accountability. I assisted in maintaining sixty five M915A3 mission capable and achieving a theater standard of 98% operational readiness rating.

I provided direct customer support with printer, phone, fax, projector, WebEx conference calls, FTP support and mapping of drives. I independently repaired, configured, maintained and installed desktop and laptop Windows XP, 7 operating systems, hardware and their required drivers, and installed various applications on systems while creating backup images. Assisted in installing new Cisco Unified Communication 500 Series VOIP phones and created a baseline and backup. I utilized Symantec Ghost, Symantec Backup Exec and Windows 7 backup and restore feature for imaging and creating backups on Server 2008 and client computers. I assisted in organizing, documenting, prioritizing and maintaining diagrams and inventory of network topology information, software serial numbers, and registration keys. I communicated resources and networking status to professional peers. I helped to update, monitor, and troubleshoot network on Windows Server 2008.

05/2005 – 10/2008 US Army Active 513th Transportation CompanyCommunications Officer / Truck Driver - Provided Signal and IT support to 200+ soldiers while working with DOIM through Remedy requests. Utilized Worked with ApproveIt, Form Flow, Pure Edge Viewer, and Lotus Forms. Worked with Firewall Port Security and rewired the buildings LAN that led to 98% communication operations for the company.