Summary
Overview
Work History
Education
Skills
Timeline
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JoAnna Martinez

Menifee

Summary

Dynamic Access Control Analyst with a proven track record at GardaWorld Cash Services, excelling in identity and access management. Enhanced security protocols and customer satisfaction through effective relationship building and technical troubleshooting. Developed policies that improved compliance and operational efficiency, showcasing strong problem-solving skills and a commitment to excellence.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Access Control Analyst

GardaWorld Cash Services
01.2025 - Current
  • Monitored access control systems to ensure compliance with security protocols.
  • Conducted regular audits of access logs and systems for discrepancies.
  • Collaborated with IT teams to troubleshoot and resolve system issues.
  • Developed and implemented access control policies to enhance security measures.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.

Mobility Manager

GardaWorld Cash Services
01.2022 - 01.2025
  • Led cross-functional teams to enhance mobility solutions and optimize fleet management processes.
  • Developed strategic initiatives that improved transportation efficiency and reduced operational costs.
  • Analyzed data trends to identify opportunities for process improvements in mobility operations.
  • Collaborated with stakeholders to implement innovative mobility programs aligned with organizational goals.
  • Managed vendor relationships to negotiate contracts and improve service delivery standards.
  • Increased customer satisfaction with tailored mobility solutions that catered to unique requirements.
  • Reduced costs by optimizing transportation routes and schedules, ensuring cost-effective solutions for clients.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Help Desk Technician

GardaWorld Cash Services
10.2012 - 01.2022
  • Assisted users with troubleshooting hardware and software issues to enhance productivity.
  • Provided technical support via phone, email, and chat, ensuring prompt resolution of inquiries.
  • Documented support interactions in ticketing system for accurate tracking and follow-up.
  • Maintained knowledge base articles to facilitate user self-service and improve response times.
  • Collaborated with senior technicians to escalate complex issues for timely solutions.
  • Conducted routine maintenance checks on equipment to ensure optimal performance and reliability.
  • Participated in training sessions to develop skills in new technologies and customer service techniques.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Walked individuals through basic troubleshooting tasks.
  • Documented support interactions for future reference.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Education

No Degree - Computer Technician

UEI College
Ontario
06-2010

Computer Science

New Mexico State University
Grants
06-2005

Skills

  • Multi-factor authentication
  • Role-based Access control
  • Identity and Access management
  • Mobile device management
  • Password management
  • Customer service
  • Remote support
  • Customer engagement
  • Relationship building
  • Ticket management
  • Data entry
  • Technical troubleshooting

Timeline

Access Control Analyst

GardaWorld Cash Services
01.2025 - Current

Mobility Manager

GardaWorld Cash Services
01.2022 - 01.2025

Help Desk Technician

GardaWorld Cash Services
10.2012 - 01.2022

No Degree - Computer Technician

UEI College

Computer Science

New Mexico State University

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JoAnna Martinez