Marcus Jackson Email & Phone Number

United States

• Supported large-scale Active Directory and Entra ID migrations, ensuring seamless transitions and minimal disruption to client operations.• Provisioned user accounts in various SOX applications, ensuring accuracy of the access granted after deployment.• Engaged in the successful deployment of Okta, enhancing identity and access management by integrating single sign-on (SSO) capabilities across multiple applications, resulting in improved user experience and strengthened security protocols.• Collaborated with DevOps and other IT teams to integrate third-party FIS, finance, and banking applications and services with Active Directory for seamless authentication and authorization.• Implemented and maintained role-based access controls (RBAC) to enhance security and streamline access management for over 1100 employees across the organization.

United States

• Provided daily digital support to 10-15 different colleagues alongside supported cloud-based initiatives such as DCRR, Wealth Management, Moody’s, Onboarding, Consumer & Business Lending, and various Service Request.• Coordinated with internal Subject Matter Experts and Dev Ops to resolve questions and process functionality concerns.• Performed UAT testing to identify potential bugs within the system before introducing the initiative to new departments.• Prepared and provided management with weekly reports during Scrum and various team meetings.• Managed the strategy and implementation of Service Now for Digital Support Team.

United States

• Responsible for incident resolution, diagnosis of complex problems, advanced problem resolution, end‐user support follow‐up, and interfacing with other support groups and outside vendors.• Provided project support for new proprietary cloud based HNA application releases and implementations.• Received the Outstanding CSAT and First Contact Resolution Awards which are awarded to those who have achieved above 90% in these areas.• Provided project support for new proprietary cloud based HNA application releases and implementations.• Provided support to proprietary internal applications based on ServiceNow and Salesforce.• Managed ticketed query system and ensured comprehensive database of queries and resolutions were kept up to date.

United States

• Performed initial review of reported problems to determine type of issue and level of severity, opened tickets accordingly within Salesforce.• Researched, tested and/or opened originating tickets for calls not connecting/ invalid or missing call action/ carrier failure (busy/dead air)/ proactive test calls/ removal of bad numbers and assigned projects.• Researched audio quality when routing updates did not work; dropped calls or RNA on multiple RTs.• Resolved DMTF issues through reviewing PCAPs utilizing Wireshark. Reported call failures to SIP.• Analyzed data traffic patterns within network infrastructure, detecting operational problems and recommending improvements to ensure optimal performance.