I am Responsible for:• Organizing, analyzing and documenting user provisioning processes for all applications throughout the organization. • Developing technical documentation to integrate within the Identity Management system. • Interacting with business units to assist with defining Role Based Access (RBAC) to integrate within Identity Governance. • Initiating ongoing user access reviews and rights reviews that align with the Information Security group and organizational policies.

Served as team lead on the Premier Service team in Global Identity and Access Management group where end user access issues were resolved, and requests were processed for new access and changes.• Provisioned MACD (Modify / Add / Change / Delete) user access for external users and over 240,000 internal users world-wide. Processed over 20,000 MACD requests over the past 3 years with <1% QA failures.• Provided support for HSA (High Security Access) applications and Geo-Restricted applications for end users globally; resolved user issues and helped troubleshoot access problems for users throughout the bank organization. Processed and resolved over 14,000 reported access incidents over the past 3 years.• Developed, documented and updated standard operating procedures for Access Administration. Worked with application owners to identify changes, make updates and correctly document processes for 40 applications in the Identity and Access space.• Represented the application team for Access Administration in the Access Uplift project; included providing information and remediating accounts deemed to have excessive access and failing to meet the IT Risk guidelines. This resulted in a >90% reduction in at-risk accounts.

Provided support as part of the Global Service Desk Level 2 team and Client Care team to mitigate end user issues and provide resolution for all issues submitted via incident system and calls.• Involved in the Client Care process and technology integration into Incident Response Center (IRC). Heavily involved with training, process flow, technology support and coordinating with application owners as the move was made to integrate Client Care applications (ePurchase, Approval Central, Clarity, Virtual EMS) into the Helpdesk / IRC support model. • Served as the SME for the ePurchase and Approval Central applications on the Client Care Team; main point of contact for end user support, questions, knowledge flow, documentation, escalations and coordination of work.• Provided advanced network administration and support for Windows XP, Windows 7 (iSpace) and Virtual desktop platforms in relation to software and hardware installation, maintenance, upgrade and troubleshooting under tight deadlines.• Effectively worked across multiple lines of business to troubleshoot and resolve issues impacting bank applications, Active Directory and Novell object administration.• Performed security role and Identity and Access administration for Active Directory user and group objects.• Provided troubleshooting and administration for Microsoft Exchange and resolution of user access issues.• Performed technical writing duties by updating the Global Operations processes and procedures run book and knowledge documents on a site and global level.• Provided level 2 support of Avaya and Cisco phones including troubleshooting and repair of end user issues. Intermediate level of familiarity with Avaya Modular Messaging and Cisco Unity Connection Administration.

Served on the centralized LAN Administration team in support of the organization’s diverse Novell Trees and Microsoft Active Directory domains.• Served as Blackberry product expert; performed duties that included creating and maintaining 600 user accounts on 3 Blackberry Enterprise Servers, troubleshooting complex end user issues and providing training to technical analysts on supporting the Blackberry product and users. • Provided testing, feedback and ongoing communication between IT Risk and Global Technical Support for the MyID project, which auto-provisioning new user accounts throughout the corporation.• Took lead on the development of a LAN Administration web-based lookup tool. Identified a gap in production and brought to management's attention. Assisted with the development, testing and documentation that brought the web-based lookup tool into production. This reduced the request processing time by 50%. • Performed object administration duties for multiple Novell trees. Activities included centralized administration of user objects, group objects, file shares, printers, login scripts and pushing applications to the environment via ZenWorks.• Served as team lead for the LAN Administration team providing coaching on performance issues, assistance with difficult production issues and on-boarding and training new team members.• Served as lead analyst for documenting the privileged access procedures for the LAN Administration team.• Provided LAN Administration support for numerous projects including adds, moves, and decommissions.• Produced and updated technical documentation for the LAN Administration Runbook and process library.• Served on Litigation Project to provide user and directory Bindview reports for an ongoing Legal project.• Performed general server space and user ID maintenance using Bindview reporting.

Served on the Field Operations IT Support team for the entire Southwest Ohio market where end user and line of business issues and inquiries were resolved.• Built and supported Windows 95 / 98 / NT / 2000 workstations in accordance with bank standards.• Troubleshot end user hardware and software issues for multiple lines of business.• Created, maintained and updated Ghost image pc builds for client base.• Interfaced with other technology groups to mitigate complex network and pc issues.• Served as cc:Mail administrator; administered user accounts and maintained the mail database.

Served as shift manager for Technical Support department where I lead a team of 7 technicians. Our department functioned to configure pcs for placed orders and to resolve any technical issues.• Managed a staff of 7 technicians in Technical Support; Oversaw schedules, provided performance reviews and maintained production quality control and production levels.• Provided Windows and Macintosh system configurations, troubleshooting and network support for custom orders.• Provided hardware and software testing and quality assurance for outgoing customer orders.• Provided daily technical assistance to interdepartmental staff and users.

• Product specialist for PT-6 engine control system.• Troubleshot electronic panels and assemblies for jet engine fuel controls from an engineering perspective.• Produced new technical documentation and update existing documentation for the PT-6 ystem.• Trained technicians on the operation of electronic circuits and oversaw all phases of electronic panel and assembly testing by technicians.• Assisted the production floor with any problems that developed with the PT-6 system.