IT Business Analysis - Campus Technology Support

As UWM's IT Helpdesk technician, for the campus technology support group, I worked on gathering UWM customers(Students, Staff, Alumni, retired staff, returning students , etc) requirements, ticketed their requests and worked on technology solutions and reported necessary actions to managers for efficient issue resolution in the areas of cyber security and identity protection.

Identity & Access Management (IAM): Verified user identities through DOB, SSN, campus ID, and address before processing requests; managed user provisioning, account activations, and sponsored accounts to ensure secure access.

Multi-Factor Authentication (MFA) & SSPR Support: Added/updated authentication methods (phone/email), re-registered MFA, bypassed MFA when appropriate, and guided clients through self-service password reset (SSPR) setup to strengthen account security.

Account Security & Incident Handling: Resolved compromised accounts by reactivating locked accounts, issuing temporary passwords, and enforcing password complexity policies, while documenting cases in Cherwell/Ivanti for compliance and audit.

I also worked on collaborating with professors and students to fill gaps in instructional efficiency, proposed certification vouchers for Snowflake platform and drove process improvement initiatives with professor Dijo Alexandar and Indira vadapally.