Jocelyn is a new hire on the Customer Support team based out of Costa Rica. She’s currently on Day 5, and still in training. She is locked out of her Gmail account, which is preventing her from joining the training session, accessing training docs from Google Drive, and accessing other information needed to do her job. She’s saying there is an issue with her 2FA device and after some back and forth, you ask her to join a Google Meet from her personal email. When she logs in, you notice she joins from a different email than the one you invited, and the name shows as Franklin and Associates instead of her actual name, Jocelyn Hernandez. She has no camera on, and when you ask her to turn her camera on, she makes up some excuses about her house being messy, people in the background, etc. You ask her again and stress that it’s for security purposes to ensure someone else isn’t attempting to get into her Gmail account. When she turns on her camera, and you look at the profile picture she has in Slack, these look like two very different people.
What do you do at this point? Do you proceed with resetting the account? Walk us through your thought process, what next steps you take, and anything else you’d dig into.
