Robert Colquitt

Experience

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  Boeing

  May 2005 - Dec 2006

  Tech Support

  Provided Tier 2 and printer support for 100+ end usersManipulated files for different types of print jobsTroubleshot files and databases that end users could not accessPerformed daily helpdesk operations i.e. processing help desk ticketsUtilized Microsoft Excel to maintain spreadsheets

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  Expeditors International

  Jan 2007 - Jan 2009

  Lotus Notes Administrator

  Responsible for providing 2nd tier corporate email support to 15,000 users, 180+ branch offices, and our global headquartersManaged multiple projects including Blackberry Activations and worldwide service pack release upgradesTroubleshoot emails, helpdesk tickets, OS upgrades, service packs release upgradesSetup and activate 2,000+ Blackberry Devices on the Blackberry Enterprise ServerSetup, administration, maintenance of servers and distribution of applications to interface Blackberry handheld devices to worldwide Lotus Notes environments (Lotus Notes, Lotus Notes Administrator, Lotus Notes Designer)Daily administration activities include: Manage Mail Routing, Replication, Calendar, Load Balancing, User/Group support, Application support, ACL, Clustering, Crash fixes, Performance problems, Admin process, Public/Private keys, Update, Updall, Compact, Fixup, Archiving, Agents, Database Replication, ViewsDaily operations of Lotus Notes including access and securityWorking with local administrators to manage local Lotus Notes environments and key Notes applicationsUtilized Microsoft Excel to create and maintain spreadsheets and track logsUtilized Microsoft Powerpoint to create presentations for management Show less

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  Vertafore Inc

  Jul 2009 - Jul 2010

  Online Tech Support

  95% On the phone troubleshooting for customer application problems and questionsProvide customer support and assistance to customers by phone, email (through Outlook), PC or WebExAnalyze problems with software applications to identify problem area(s) and recommend corrective actionCreate and maintain spreadsheets in Microsoft Excel of issues so that recurring problems can be reported to product developmentManaged multiple internal projectsRecommend solutions to customer application questions & perform remote troubleshooting and problem resolutionUtilized Microsoft Excel to create and maintain spreadsheets and track logsUtilized Microsoft Powerpoint to create presentations for management Show less

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  Boeing Commercial Airplanes

  Sept 2011 - Jun 2013

  • Manufacturing Engineer Planner

    Oct 2012 - Jun 2013

  • Administrative Layout Focal

    Sept 2011 - Oct 2012
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  Amazon.com

  Jul 2014 - Sept 2014

  Catalog Specialist

  Investigate customer service escalations for Fulfillment by Amazon. Work with staff at Amazon fulfillment centers, correct mislabeled inventory and remove damaged or defective items. Contact FBA sellers with coaching to resolve seller-created errors. Edit customer-facing copy to correct errors on Amazon.com. Examine reports of counterfeit inventory. Evaluate items for authenticity using both manufacturer guides and independent research. • Coordinate with legal team and fulfillment center associates to quarantine counterfeit items. Show less

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  Expedia, Inc.

  Jun 2015 - Jul 2016

  Tier II Identity Access Management Representative

  -Helped improve ticket SLA from 61% to 98% within the first year of being with the company-Provision and maintenance of 18,000+ users and groups within Active Directory and Exchange Management Console through ticketing queue ServiceNow-Create, modify, and remove access for Expedia tools and applications, following access management requirements to ensure proper approvals are received, logged, and documented-Create and manage security groups, non-user mailboxes, and conference/team rooms in Microsoft Exchange-Provide technical support for users while resolving employee queries-Ensure all identity access management policies are strictly followed per company rules and regulation-Keep logs of all significant network access requests to remain security and audit compliant (SOX/PCI)-Maintain and create SOPs-Support and test new software, tools, and applications-Currently second level SME for several applications and responsible for documentation updates-Strong attention to detail and high level of customer service while exercising critical thinking and troubleshooting skills-Assist in training and performing quality checks on new hires Show less

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  Brooks Rehabilitation

  Nov 2016 - Jul 2017

  Access Management Specialist

  -Reduced ticket backlog from over 300+ out-of-SLA tickets to under 100 tickets within first month of work-Eliminated ticket backlog, established an SLA of 3-5 days where there was none prior, and within four months, ensured all tickets were within the newly established SLA-Onboarded and provisioned new users, groups, interns and contractors accounts in Active Directory in an enterprise environment for over 4,000+ new users through ticketing queue ServicePro-Provisioning of multi-system access including Active Directory, Meditech, CompleteCare Compass, Point Click Care, Preceptive Content/ImageNow, Rehab Optima, OPReferralLog, and IPReferralLog-Created orgs in Active Directory for new titles (LPN, CNA, Doctor, etc)-Created new SOP’s for all of the access management programs and procedures-Ensured appropriate access was granted with proper approval-Ensured that processes and access was compliant with HIPAA regulations-Executed approved Access Change requests and reviewed changes for accuracy-Troubleshot any security and access issues-Educated employees on access control policies and procedures Show less

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  GuideWell

  May 2018 - Nov 2019

  Computer Security Technical Specialist

  -Consistently deliver superior customer service in analyzing, diagnosing, and resolving customer issues and requests via phone, instant messaging and ticketing for desktop, server, mainframe, remote connectivity, and telephony applications/hardware-Technical expertise with an identity and access management system as well as an overall understanding of Windows, UNIX, Active Directory, LDAP, Microsoft Server 2012, SCCM, SQL, Oracle, RBAC and Mainframe-Knowledgeable in remote computing (SafeNet, AnyConnect, XenMobile)-Manage access entity-wide provisioning, verified and remediated access provisioning as well as termination of accounts and conducted various recertifications for access to applications and systems using identity management system (IDM)-Provide input to and modifies department documentation-Responsible for safeguarding sensitive data and security credentials, including passwords, that they are exposed to while performing technical support-Assist with project, initiatives and implementations as assigned Show less

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  Advanced Disposal Services, Inc. (NYSE: ADSW)

  Nov 2019 - Oct 2020

  IT Analyst, Provisioning
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  Baptist Health

  Oct 2020 - now

  Identity and Access Management