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.
• 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 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.