Identity Access Management Specialist Resume Example
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IDENTITY ACCESS MANAGEMENT SPECIALIST
Summary
Technical Leadership Technical & Functional Support Product Configuration Customer Activations Business Analysis Technical Documentation Escalation Management Problem/Prevention Management Change Management SaaS Operations Audit Compliance CompTia A+ Certified
Analytical Operations Specialist with sound knowledge of identifying and leading efficiency and cost saving initiatives. Able to adapt and remain flexible while managing multiple tasks at once. Exceptional understanding of improvement plans and [Program Name].
Forward-thinking Operations Specialist bringing [Number] years' expertise in [Area of expertise] for [Industry] sector businesses. Critical thinker able to cultivate rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Sensible Operations Specialist with a passion for business management, operations, and sales. Driven, ambitious and dedicated to managing the flow of the workplace and optimizing day-to-day activities. Over [Number] years of strong experience in the [Industry Name] industry.
Skills
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Experience
Identity Access Management Specialist06/2019 to CurrentDatroseArchbald , PA
- Served as liaison between certain departments to implement new improvement plans and changes.
- Coached team on company policies, procedures, and best practices to enhance operational efficiency, employee productivity and subsequently decrease labor costs.
- Established over [Number] new effective improvement plans in [Year].
- Created and updated [Type] spreadsheets detailing latest information regarding [Program].
- Recommended process and systems improvements such as changes to [Type] operations.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Technical Escalation Engineer II01/2016 to 05/2019Change Healthcare Inc.South Burlington , VT
- Highest-tier technical support for Core UltiPro & integrated solutions.
- Point person for onboarding and training new team members.
- Expedite resolution and/or identify work-around for critical and sensitive issues.
- Quick adoption of new HCM concepts to provide comprehensive support.
- Enhance and re-route misdirected requests in high volume queue.
- Facilitate customer adoption of technical change to their existing configuration.
- Identify and provide recommendations to improve experience and efficiency.
- Liaison to functional support for issue routing and recommendations.
- Technical guidance for customer with heavily customized setups.
- Leverage internal tools and collaboration to complete escalation lifecycle.
- Analysis, troubleshooting, internal and customer testing, and resolution delivery.
- Proactive and reactive cross-departmental projects to maintain KPIs and WIGs.
- Participate in on-call after hours rotation.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Developed training materials, conducted webinars and authored wikis for user training and support use.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Assisted in technical support process refinement to improve customer service and support.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented repair processes and helped streamline procedures for future technical support actions.
Cloud Engineer II06/2014 to 12/2015Ultimate Software Group Inc.City , STATE
- Implemented and administered infrastructure management tools.
- Received after-hours calls, assessed and documented issues for escalation to correct resource(s).
- Ran daily change management meetings for the operations organization.
- Collaborated with level 2 engineers in other shifts to unify team objectives and maintain a positive and engaging atmosphere.
- Provided onboarding, training, and technical guidance to level 1 engineers.
- Managed team SLA adherence for daily tickets, project tasks, and incidents.
- Created and owned support process for internal learning platform.
- Implemented system monitoring based on internal customer requirements.
- Troubleshot application and infrastructure related incidents in a tier 2 capacity.
- Collaborated with operations teams to resolve and prevent incidents, and enhance related documentation and processes.
- Devised and deployed system improvements to boost storage environment reliability and effectiveness.
- Provided status updates to keep upper management informed and to reach goals.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Cloud Access Engineer09/2012 to 06/2014Ultimate Software Group Inc.City , STATE
- Received and configured client's technical product setup based on their requirements.
- Provided guidance on best practices related to security and account management.
- Administered client and internal access credentials to proprietary and vendor applications.
- Evaluated processes for audit compliance and fulfilled internal and external auditor requests.
- Led and participated in projects streamlining security provisioning and auditing processes.
- Heavily involved with the creation, maintenance, and migration of customer databases.
- Planned, implemented and integrated updated system-oriented projects.
- Defined technical integration strategy and developed integration plans.
- Analyzed requirements and implemented systems to deliver comprehensive development life cycle solutions.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Recognized by management for providing exceptional customer service.
Education and Training
High School Diploma06/2011William T. McFatter Technical CollegeCity, State
Activities and Honors
Driven and energetic information technology professional with extensive and diverse
experience across several areas of IT operations and customer support. Hardworking,
dependable, and adaptable with a proven ability to lead and multitask. Dedicated to
top-class customer satisfaction and work quality. Years of excellent results working
individually, cross-team, and with customers simultaneously.
Certifications
- CompTIA A+ Technician
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Resume Strength
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- Length
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Resume Overview
School Attended
- William T. McFatter Technical College
Job Titles Held:
- Identity Access Management Specialist
- Technical Escalation Engineer II
- Cloud Engineer II
- Cloud Access Engineer
Degrees
- High School Diploma 06/2011
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