support engineer resume example with 14+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Working as a Technical Lead for Identity Management (Oracle Waveset, SailPoint IIQ) Level 2 Support Project in FedEx.

Significant experience in managing Identity and Access management, Access Governance, RSA/Entrust Security token administration projects in large organizations like MasterCard, Washington Mutual Bank, UBS and FedEx Services. 

Worked in Consulting, Production Support, Product Upgrades and Release Managements for many customer proprietary applications and Industry leading products like Oracle Waveset, SailPoint IIQ.

10 years of IT experience in an MNC in which 8 years is based out of customer locations in Singapore and US.

Excellent communication skills in both verbal and written. Active listening skills and skills in presenting findings and recommendations.

Hold strong analytical and problem-solving skills. Enthusiastic, out-going and like to develop productive working relationships with internal & external parties. Worked independently and also with multiple teams to sustain compliance. Self-motivated, flexible and intuitive personality.


SailPoint IIQ

Oracle Waveset Identity Manager

Active Directory Adminisration

LDAP Provisioning and Operations

Team Management

ITIL Documentation

IT Governance and Risk Controls


BM Remedy

ITIL Documentation

JNTUC Hyderabad, INDIA Expected in 2005 Bachelor of Science : Electronics and Communications Engineering - GPA :
Work History
Amazon.Com, Inc. - Support Engineer
Umatilla, , 09/2006 - 02/2008
  • Providing access to all MasterCard internal, and external users for all the MasterCard Online applications, Databases, Mainframe systems.
  • Managing RSA Secure ID administration for second factor authentication users. Shipping tokens to users across the globe and troubleshooting token issues.
  • Collecting the user details of various IT systems periodically and providing the same to Business Owners and make sure the access reviews are performed regularly.
  • Troubleshooting all the access issues and providing the resolutions on time, Worked in rotational 24*7 work environment.

Five Below, Inc. - Transition Lead
Bradenton, , 03/2008 - 09/2008

Transitioning the project from a competitor in US, established the team in Chennai with fresh college graduates and enabled them to handle the project independently.

Creating User Accounts in Active Directory and granting permissions to the Active Directory groups.

Access provisioning to all the employees/vendors/customers within the bank for all web applications, Databases, UNIX servers.

Trouble shooting the access related issues providing solutions within the SLA.

Performing Quarterly Access Reviews

Dentsu Aegis Network - Support Lead
Denver, , 10/2008 - 08/2013
  • Providing Level 2 Business Support for Oracle Waveset Identity Manager.
  • Protecting the web applications using Access Manager & configuring the policies, creating SSO groups, Managing the Members and admins of SSO groups.
  • Managing Access Rights Certification ( ARC) System which manages the New Joiner, Mover, Leavers and Annual Entitlement reviews.
  • Managing Rule Based Review System (RRAT) which manages Rules based Access Controls in UBS.
  • Managing Profile Duty Mapping(PDM) system which checks the Segregation of Duties and highlights the Segregation of Duty Violations (SOD) to the higher Management.
  • Managing ITIL Incident Management System using ServiceNOW.
  • Ensuring that all the applications and infrastructure users and owners complete the access reviews periodically on time as per bank’s Security Risk Control Policies and Standards.
  • Managing Access Control Documents for all the applications used in the the bank.

FedEx - Project Lead
City, , 09/2013 - Current

Support Lead for FedEx identity and Access Governance teams, managing 6 member team and coordinating with Application Development and Testing teams.

Escalation point for all issues within SailPoint and Oracle Waveset for all End users, IT team and application owner.

New Application integrations with SailPoint and Oracle Waveset.


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School Attended


Job Titles Held:

  • Support Engineer
  • Transition Lead
  • Support Lead
  • Project Lead


  • Bachelor of Science

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