jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary competent professional 18 years experience various support roles currently administer identity security access globally users across entire enterprise prior roles included service desk supervision relationship management user training self motivated detail oriented quick learner analytical change management highlights identity access management excellent problemsolving abilities sap erp active directory forefront identity manager experience incident management trainer coach agile learner analytical critical thinker exceptional troubleshooter 022005 current identity access management alorica inc newfoundland pa administer identity security access globally human functional accounts across multiple systems applications includes onboardingoffboarding incidentproblem management associated access entitlements terminations well emergency privileged access management provided samples auditing ensure sarbanes oxley compliance consistently met deadlines requirements production work orders trained junior members team regarding work instructions policies service level agreements created monthly metrics reports management performed ediscovery identifying data entry points required litigation data 022002 022005 help desk analyst becton dickinson company city state addressed resolved customer computer issues high percentage calls resolved first contact diagnosed troubleshot resolved problems microsoft office 2000 windows 2000 nt internet explorer cellular phones remote communications effectively managed highvolume inbound outbound customer calls gathered verified required customer information tracking purposes defused volatile customer situations calmly courteously referred unresolved customer grievances designated departments investigation 091997 092001 help desk project leader dendrite international cegedim city state managed call center initial startup full operational status analyzed call volume average call time monitor customer service representative performance customer focus productivity monitored queues managed number agents queue using lucent center vu conducted performance reviews customer service representatives reduce resolution time improve customer satisfaction rates improved call center functionality service capacity resolving customer complaints efficiently oversaw call center employees ensure customer satisfaction goals consistently met conducted monthly staff meetings developed classroom training curriculum mentoring program new help desk analysts education 2008 2005 bachelor arts business administration fairleigh dickinson university teaneck nj business administration paralegal certification paralegal studies fairleigh dickinson university madison nj gpa graduated honors graduated honors chubb institute parsippany nj gpa graduated honors graduated honors technical skills active directory forefront identity manager call center coaching identity management access management customer service help desk hyperion internet explorer ediscovery domino lotus notes mentoring microsoft office 2000 sharepoint windows 2000 nt oss paralegal policies problemsolving sap sarbanes oxley technical support skype business