Identity Management Customer Service

Summary

Experienced Identity Governance & Administration Engineer with a broad skill set and 17 years of IGA expertise.

Proficient in testing, evaluating, and troubleshooting IGA integration challenges across various operating systems and applications within a collaborative team setting. Our goal is to ensure a seamless and automated Identity Management Experience for our customers, all while emphasizing security and compliance best practices.Identity Governance & Administration Engineer offering wide-ranging expertise and 17 years of IGA experience. Experienced Identity Governance & Administration Engineer with a broad skill set and 17 years of IGA expertise. Background in testing, evaluating and solving issues with the integration of multiple operating systems and applications, in a team environment. Proficient in testing, evaluating, and troubleshooting IGA integration challenges across various operating systems and applications within a collaborative team setting. Our goal is to ensure a seamless and automated Identity Management Experience for our customers, all while emphasizing security and compliance best practices.Our mission is to maintain a cohesive and automated Identity Management Experience for our customer, while promoting best practices in security and compliance.

Skills

Soft Skills:

Problem-Solving and Troubleshooting, Customer Service Excellence, Stakeholder Management, Cross-Functional Collaboration, Documentation Skills, Application Installation, Integration, and Support

Application Proficiently:

SailPoint IdentityIQ, NetIQ IDM, Active Directory, Oracle Database SQL, Microsoft SQL, Exchange, and PeopleSoft

Development Tools/Languages:

Java, BeanShell, JavaScript, XSLT (eXtensible Stylesheet Language/Transform), PowerShell

Hardware/Operating Systems:

Windows OS, SLES, LDAP Directories, Configuration management (Scrum, JIRA, Source Control), Tools customization - Eclipse for Designer (IDM Workflows), Data Synchronization (Provisioning to multiple systems and applications)

Soft Skills:

Testing, Troubleshooting and Diagnosis

Team Collaboration

Problem-solving abilities

Documentation Skills

Excellent Customer Service

Stakeholder management

Cross-functional teamwork

Application Installation, Integration and Support

Testing, Troubleshooting and Diagnosis

Software/Products:

SailPoint IdentityIQ

Oracle SQL Developer

NetQ IDM

Active Directory

Microsoft SQL

Exchange management

PeopleSoft

Development Tools/Languages

Java BeanShell

JavaScript

XSLT (Extensible Stylesheet Language Transformations) - XML

PowerShell

Hardware/Operating Systems:

Windows Desktop and Server

LDAP Directories

Configuration management (JIRA, Source Control)

Tools customization - Eclipse for Designer (IDM Workflows)

Data Synchronization (Provisioning to multiple systems and applications)

Scrum

JIRA

Experience

09/2022 -– 06/2024Current

Identity Management Implementation Engineer, Ascension, St Louis, MO

Developed and documented an onboarding process serving approximately 500 users per month, ensuring proper provisioning of all user accounts. To ensure Day 0 Access

Created SOP documents and procedures for the Identity Management Team.

Prepared User Acceptance Reviews for PeopleSoft and other clinical applications.

Resolved customer issues by providing timely responses and solutions.

Refined a daily process for updating User Accounts from PowerShell into SailPoint.

Maintained up-to-date knowledge of industry trends and threats.

Assisted with SailPoint to Gsuite provisioning troubleshooting workflows

Collaborated with Networking, Database Administration, and Security Administration teams to coordinate successful Identity Management project implementations.

Evaluated processes to identify and implement efficiency improvements.

Developed and documented an Onboarding process on a bi-monthly basis for approximately 500 users a month. This included ensuring all user accounts were provisioned properly. We also maintained Office hours during the Onboarding weeks until it was no longer necessary.

Developed SOP documents and procedures for the Identity Management Team.

Participated in preparing User Acceptance Reviews for PeopleSoft and other clinical applications.

Resolved customer issues related to identity management products by providing timely responses and resolutions.

Refined and modified a daily process for updating User Accounts from PowerShell into SailPoint.

Maintained up-to-date knowledge of industry trends and threats.

Worked closely with other teams such as Networking, Database Administration, Security Administration. to coordinate successful implementations of Identity Management projects.

Evaluated current processes to identify areas for improvement in order to improve efficiency and effectiveness of Identity Management operations.

09/2007 - 09/2022

Identity Management Implementation Engineer, Ascension, Indianapolis, IN

Worked on the initial SailPoint to GSuite Integration project.

Recalled to National Provisioning Team due to loss of automated processes.

Decommissioned NetIQ IDM system, archiving all historical Identity data for audit purposes.

Learned OAARS and NARS to support National provisioning needs.

Updated software upon release of vendor patches to mitigate vulnerabilities.

Identified opportunities for process improvements, resulting in a 30% decrease in support calls for Password Management by implementing a Java-based Self-Service Password Portal.

Researched and documented specifications for new server requirements for upgrades.

Built key relationships with business stakeholders to promote future opportunities.

Coordinated the installation of NetIQ IDM Interface and Connectors, collaborating on new feature design and implementation.

Resolved customer issues by establishing workarounds and debugging defect fixes.

Identified regression testing areas following software updates or system changes to avoid downtime and recoding.

Integrated new ministries and practices into the Saint Vincent automated Identity Management System and migrated it into the Symphony PeopleSoft Ascension framework.

Maintained a flexible schedule to resolve after-hours and weekend emergencies.

Recognized by Customers for exceptional customer service.

Improved customer satisfaction by finding creative solutions to problems.

Worked on initial SailPoint to Gsuite Integration project.

Recalled to National Provisioning Team due to Provisioning necessity, caused by the loss of automated processes

Worked on decommissioning the NetIQ Identity Management system, including archiving all historical Identity data required for Audit purposes.

Learned OAARS and NARS to support National provisioning needs.

Updated software upon release of vendor patches to mitigate vulnerabilities.

Identified opportunities for process improvements that resulted in 30% decrease in support calls for Password Management by implementing Self-Service Password Portal utilizing a java based Password Management Framework.

Responsible for researching and documenting specifications for new server requirements, as needed for upgrades.

Established and maintained key relationships with business stakeholders to promote future opportunities.

Coordinated installation of NetIQ IDM Interface and Connectors while collaborating with others on design and implementation of new features.

Resolved customer issues by establishing workarounds and solutions and by debugging and creating defect fixes.

Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.

Worked as part of a team that was responsible for the integration of new ministries and practices into the Saint Vincent automated Identity Management System.

Worked with the migration and integration of the St. Vincent automated Identity Management system into the Symphony Ascension framework.

Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.

Recognized by Customers for providing exceptional customer service.

Improved customer satisfaction by finding creative solutions to problems.

07/2007 - 09/2007

Senior Desktop Support Specialist, Brooksource for Northrup Grumman, Indianapolis, IN

Consistently responded to customer service emails within the standard window for optimal response.

Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.

Configured new employee workstations, including all hardware, software, and peripheral devices.

Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.

Consistently responded to customer service emails within standard window for optimal response.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Configured new employee work stations, including all hardware, software and peripheral devices.

Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.

02/2005 - 09/2006

Systems Engineer, Firestone Building Products Company, Indianapolis, IN

Maintained security, backup, and redundancy strategies by upgrading the Commvault system to utilize redudantredundant disk arrays.

Worked with colleagues on the development and deployment of new standards for back officeback-office servers.

Assisted with Exchange migration.

Education and Training

Some College (No Degree)

Ohio State University, Mansfield, OH

Attended: 198**-*****

Some College (No Degree), Broadcast Journalism

Ohio University, Athens, OH

Broadcast Journalism

Attended: 198**-*****

References are Available upon request

Richard Zinkan

317-***-**** • *****.******@*****.*** • Burlington, MI 49029

Contact this candidate