Analicia Abernathy
IAM Security Specialist
Argyle, TX
(940) 535-4945
E9F1053D 3FC3EB85 BE8F8995 753F96D1 5EEBEE8C
Languages
English
Technical Proficiencies
Soft Skills
- Customer Service
- Help Desk Support
- Phone Support
- Ticket Support
- Chat Suport
Hardware
- Desktops (PC/Mac)
- Laptops (PC/Mac)
- Servers (Lenovo and Supermicro
Software
- Access Hub
- Atlassiant (Confluence, JIRA and Trello)
- Microsoft (Active Directory, Office Suite and Teams
- Google Suite
- monday.com
- Slack
Operating Systems
- Linux (Red Hat, CentOS, Ubuntu and Citrix XenServer)
- macOS
- Windows Server (2016 and 2019)
Programming Languages
- Bash/Shell
- HTML/CSS
- Python 3
Education
North Central Texas College
General Studies
2011 - 2012
Work Experience
IBM
IAM Security Specialist - IBM Cloud
January 2021 - Current
- Help internal employees request, maintain, and revoke access to internal systems and servers using Saviynt's Access Hub and other internal tools across 3 environments
- Worked directly with the internal tooling developers which lead to advancing the efficiency of my work
- Maintain our global YubiKey distribution program and inventory
- Built relationships with other departments to better understand their access requirements and forecast future 2FA needs
- Assist with 2FA registration and general account usage requests or revoking access to system tools and servers across 3 environments
IBM
Fabric Site Reliability Engineer - IBM Cloud
October 2019 - December 2020
- Routed tickets and escalations to correct Ops/Dev teams
- Provided clear and concise answers to questions for DC Techs and Level 1 and 2 Support Teams through the company chat platform
- Monitored servers for failures, bringing servers back into service or notifying required team
IBM
Compute Security Compliance and Automation Administrator - IBM Cloud
November 2018 - September 2019
- Maintained security patches on 500+ internal linux servers responsible for critical infrastructure
- Assisted in rebuilding internal and customer Red Hat registrations servers
- Upgraded RedHat Satellite and Capsule servers through various point updates
- Improved upgrade and reboot processes and documented procedures
IBM
Compute Site Reliability Engineer - IBM Cloud
July 2016 - October 2018
- Routed tickets and escalations to correct Ops/Dev teams
- Assisted in getting transactions to completion without error and within SLA
- Provided clear and concise answers to questions for DC Techs and Level 1 and 2 Support Teams through the company chat platform
- Monitored Cloud fleet (40,000+ servers) for failures, bringing servers back into service or notifying required team
National Motor Club
Customer Service Agent II
February 2015 - July 2016
- Answered incoming calls and record caller data
- Successfully dispatched required services as requested
- Provide technical assistance for RV's as needed as apart of the RV Core Team
National Motor Club
Team Lead
October 2014 - January 2015
- Assisted agents with program questions
- Approved agent requests for dispatches outside of typical guidelines
- Maintained company pricing and ETA guidelines
- Troubleshooting agent workstations
- Handled customer escalations
- Issued Virtual Credit Card to companies as needed
National Motor Club
Customer Service Agent II
September 2014 - October 2014
- Answered incoming calls and record caller data
- Successfully dispatched required services as requested
Stellar
Customer Service Agent II
April 2014 - August 2014
- Answered incoming calls and record caller data
- Successfully dispatched required services as requested
Home Depot
Cashier
February 2013 - July 2014
- Apart of store SAFETY team
- Hosted monthly Kids Workshop
- Rang up customer purchases
- Maintained area surrounding registers
- Kept a balanced drawer
Teacher's Tools
Sales Associate
July 2010 - January 2013
- Keyholder
- Assisted customer with purchases
- Manage stock on shelves
- Maintain store cleanliness