Sidney Udeze
Technical Support Analyst @Prism
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WORK HISTORY
Technical Support Analyst @Prism
Serving as a first point of contact for secure access support under a federal contract supporting the Defense Counterintelligence and Security Agency(DCSA). Specializing in identity verification, user authentication, and seamless access resolution across protected systems-Deliver Tier 1 technical support for users accessing DSCA\'s secure e-application systems, which are essential for processing security clearance and personnel vetting data-Leverage ServiceNow to log, track, and manage incident tickets, ensuring accurate documentation, timely resolution, and escalation of issues as needed to meet service level agreements (SLAs)-Manage user authentication workflows, including password resets, account unlocks, and troubleshooting issues with OKTA multi-factor authentication (MFA) to ensure secure, compliant access-Utilize knowledge of identity and access management (IAM) protocols to verify user identity, assist with account provisioning issues, and support application access in accordance with federal IT security guidelines-Document incidents and support activities in internal tracking systems, contributing to knowledge base updates and continuous process improvement-Escalate complex technical issues to higher-tier support or system administrators, ensuring timely resolution and minimal impact on mission-critical operations.
EDUCATION
Texas A&M University-Kingsville
Bachelor’s Degree
Texas Southern University
Master's degree
SKILLS
ABOUT SIDNEY UDEZE
Looking to expand my professional network
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