Identity and Access Management Analyst
Resume:
Technical Skills: Active Directory, PowerShell, Azure, Courion, Saviynt, ServiceNow, Citrix, VPNs, Microsoft Office, Cisco VOIP, Webex Teams
Soft Skills: Team Training, Process Documentation, Customer Service, Problem-Solving
Summary:
IT professional with over nine years of experience in identity and access management, system administration, and technical support. Proficient in Active Directory, PowerShell, Azure, Courion, and Saviynt. Skilled in process automation, permissions auditing, and documentation, enhancing efficiency and team training. Adept at resolving high-priority issues with strong customer service, achieving high satisfaction rates. Pursuing CIAM and CompTIA Security+ certifications to advance information security expertise.
Experience
EviCore / CIGNA, Nashville, TN
Information Protection Analyst
January 2023 – Present
Conducted quarterly permissions audits across seven production domains and five non-production environments, reducing compliance discrepancies by 40% through access management portals and manual correspondence.
Collaborated with Access Management and application teams to validate entitlements pre- and post-audit, ensuring adherence to CIGNA audit standards.
Supported internal transfer reviews, monitored automation failures, and generated remediation ticket reports, improving process efficiency by 25%.
Assisted users with quarterly reviews in Courion and Saviynt, enhancing user adoption and compliance.
Created and maintained process documentation, serving as training material for over ten team members.
EviCore / Apex Systems, Nashville, TN
Identity and Access Management Analyst
August 2020 – January 2023
Managed user accounts and permissions across seven production domains and five non-production environments, provisioning access in AD, Exchange, Webex Teams, Azure, and proprietary applications such as Image One and UMOCR.
Ensured HIPAA compliance by executing timely account terminations and logging for separated employees, maintaining data confidentiality.
Trained over five new team members on IAM processes, providing technical guidance and improving onboarding efficiency.
Documented team procedures, creating a comprehensive knowledge base used for training and reference.
Deloitte / Apex Systems, Nashville, TN
Junior Systems Administrator
December 2018 – July 2020
Supported over 35 domains for more than 100,000 users globally, resolving high-priority IAM tickets with a 98% satisfaction rate.
Functioned as a fast-responder to high-priority, time-sensitive, or production-impacting tickets for the Advisory business line.
Utilized Active Directory and PowerShell to manage security groups, user accounts, and shared mailboxes, automating distribution list creation to save ten hours weekly.
Assisted in developing PowerShell scripts for task automation, including group managed service accounts and lockout source identification.
Amedisys / NTT Data, Nashville, TN
Tier II Desktop Support Technician
March 2017 – September 2018
Provided Tier II support for thousands of users nationwide, troubleshooting Citrix applications, VPNs, and AD groups, handling over forty tickets daily.
Supported Citrix-based applications, VPNs, Microsoft Office, network printers, drive encryption, shared drives, Forcura document management system, MiFi air cards, and data backups.
Maintained asset tracking database, deployed technical assets, and managed user assignments and shipment tracking.
Trained end users and junior technicians, improving team efficiency and user satisfaction.
Metro Nashville ITS / IDR, Nashville, TN
Information System Operations Technician
April 2016 – January 2017
Provided frontline support via phone, email, and voicemails for the Nashville Metro ITS helpdesk, troubleshooting lockouts, application errors, network outages, and hardware failures.
Monitored and documented issues for Metro systems, including building environmental systems, websites, applications, broadcasting channels, and network nodes.
Processed new hires and terminations in Active Directory, managing account creations, security groups, and organizational unit transfers.
Wrote and edited Help Desk Knowledge Base articles for accuracy and instruction.
Dell / Apex, Nashville, TN
Tier II Desktop Support Technician
October 2015 – February 2016
Supported US Federal systems with approval from the Office of Personnel Management, troubleshooting printers, mobile devices, VPNs, and security certificate issues for Government Access Cards.
Created, updated, tracked, and resolved over forty tickets daily in the ServiceNow ticketing system.
Provided quality customer service for a wide variety of devices and applications.
Apex / Ascension Health, Nashville, TN
Technician, Refresh Team
October 2014 – September 2015
Imaged and configured new assets, installing software, printers, drivers, and wireless settings for hospitals, clinics, and offices in the Nashville area.
Maintained strict logs of expunged assets to ensure HIPAA compliance, managing vendor pickups and asset retention/dissemination reporting.
Resolved and documented tickets in ServiceNow, ensuring accurate asset tracking and chain of custody documentation.
Education
Gateway Community & Technical College, Florence, KY
2009 Associate’s Degree
Pursuing: Certified Identity and Access Manager (CIAM) and CompTIA Security+ certifications
References
Deena Sharp
Surgery Partners
Supply Chain Data Manager
Turner Smith Evans
Attorney at Law
Tressler & Associates PLLC
*************@*****.***
Jeff Wass
Deloitte
Project Manager
*****@********.***
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