Security Analyst Technical Support

Frank Jackson Phone: 404-***-****

*** *********** **.

Apt 1301 Email: *********@*******.***

Richardson, Tx. 75081

Qualifications Summary

Well diverse IAM Security Analyst, seeking a position within a well reputable organization. Proven leadership attributes and an analytical thinker, who is also a team player, that will utilize my skills fully in Okta, DUO, Sailpoint, CyberArk, and OIM administration, system administration, and technical support.

Experience:

3/2023 – 12/2024 Blue Cross Blue Shield of Florida

Remote

IAM Security Analyst

• Identity Provisioning services, Role Governance, Entitlements discovery and mapping, to correct, modify, remove non-human accounts being processed through the account certification processes via CA PAM, Active Directory, Mainframe, Oracle, etc.

• Communicating daily with team members on escalation issues and updating technical information clearly and articulately

• Responsible for advanced security knowledge of the organization's existing platforms, systems, databases, and application security and able to handle most regular issues independently.

• Establishing and implementing identity and access management strategies and governance models.

• Utilizing advanced proficiency with RACF, TSO commands in z/OS and tools used to administer security on the mainframe, as well as revoking and resuming IDs.

• Performing password resets via Active Directory, Psync, PMI, adding AD groups and user accounts, Windows folder structures and folder security.

• Using Centrify for UNIX/Linux provisioning, Service Manager ticketing.

• Proficiency of LDAP groups and user accounts and tools used to administer security in this environment. CA PAM, MFA, and Single Sign On.

• Providing access with database security and tools used to administer security within the various databases, e.g., UDB, DB2, SQL, Toad, Sapphire, Diamond, Mainframe, RBMS, Oracle, Availity, MembersEdge, EAS, Quest, Informatics, and Prime.

• Works without daily supervision to meet customer expectations and SLA, as well as with other IT teams to help implement access and governance controls for users.

• Keeping abreast of latest security trends, threats, and countermeasures related to IAM Governance.

• Familiarity with current legal and regulatory requirements for information security and privacy, to include ISO and NIST frameworks, PHI, SOX, HIPPA compliance, etc.

1/2021 – 9/2024 Pacific Dental Services

Irving, Tx

Sr. IAM Security Analyst

Responsible for provisioning/de-provisioning of access to Epic Hyperdrive, Okta, Active Directory, applications, infrastructure and operating systems as per established policy, standards and procedures.

Responsible for updating and resolving request tickets through Salesforce and ServiceNOW managing queues to ensure timely settlement of assigned user requests and issues as outlined by SLAs.

Following the processes of: New Hire On-Boarding, Employee Off-Boarding, Department Transfers, Access Remediation, Entitlements, and Privileged Access.

Implementing new hires and editing accounts within Epic Hyperdrive such as (templates, sub-templates, SER records, Security Classes, PGP), and also for other Epic environments such as Epic-SUP, ACE, Playground, TST, POC and and MPE.

Familiarity with User Security in Snapshot, Basic Information, In Basket, Cogito, EpicCare, Cadence, Prelude, Referrals, and Professional Billing in Epic.

Utilizing IAM tools, such as Azure AD, Okta Identity Manager, CyberArk, MFA (Okta Verify, RSA, etc), SSO, VPN, Citrix Workspace, Powershell, & PAM to troubleshoot user access issues.

Using CyberArk to create Safes and Service Accounts as well as manage credentials.

Lifecycle management and provisioning as well as implement access control using SAML, OAUTH, and OIDC.

Provide technical support to IAM tools and EPIC Hyperspace, including technical assessment, testing and implementation of new applications.

Using SQL to run and execute queries for access data information of employees.

Updating passwords within Privileged Access Security arrangement in CyberArk.

Ensure effective IAM processes to fully comply with current HIPPA and IAM policies, security governance, procedures, and standards.

Identify, evaluate, monitor and make any recommendation(s) deemed necessary to IAM Program Manager in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, access governance, internal policies and procedures or ethical standards.

3/2022 – 12/2022 Bank Of The West

Remote

IAM Software Engineer

Provided information security support for design, implementation, production and activation of technology products related to information security.

• Work closely with Production Security and other service/technology owners responsible for establishing governance, policies, and requirements related to IAM functions.

Partners with Technology and Business Unit control owners to serve as a security expert and trusted adviser in designing and providing systems that facilitate user authentication/authorization, and reporting based on business needs, industry best practices, and regulatory requirements.

Proficiency in the following areas: Multifactor Authentication (DUO/MFA, SmartCards), SSO with in-depth understanding federated identity protocols/standards like SAMLv2, OIDC, and OAuth.

.Configuring /Adding RSA tokens within DUO admin console, and assigning to users.

Performing AD Syncs within DUO and adding or removing mobile devices for MFA enrollment or termination.

Processing RBAC, risks, policies, and entitlements for on and offshore users.

Assisted in AD cleanup and OU moves for LOA, Termed, human, and non-human accounts.

Responsible for assisting in the migration of hundreds of users from Safenet to DUO via VDI through VMWare Horizon Client.

Troubleshooting any issues that may arise with regards to MFA, SSO, and DUO connections.

Working Cherwell trouble tickets that may come into the IAM queue and following up with users to remediate authentication issues.

12/2019 – 10/2020 IBM / Raytheon

Richardson, Tx

IAM Security Analyst

• Populates, documents and maintains the enterprise directory, directory connectors and account provisioning systems.

• Responsible for creation of AD, VPN, Corp wifi, & RSA SecurID accounts and server access through both Active Directory On Premise and Azure.

• Establishes data access security profiles, develops backup procedures and disaster recovery procedures for IAM applications and maintains audit trails of security maintenance activity.

• Provisioning PKI cards, RSA SecurID, tokens, soft tokens, onboarding and off-boarding endusers. Password resets and account syncing and troubleshooting problems with access issues.

• Responsible for troubleshooting and root cause analysis of IAM-related service-impacting issues.

• Utilizing SailPoint and Oracle Identity Manager, Powershell, to create, edit, and manage identities, track policy violations, access reviews, adding entitlements, user rights, attributes, applications and approvals.

• Using RBAC within Azure to manage and setup security principles, role definitions, scopes, as well as monitor activity logs in Access Control IAM to view, add, and remove assignments.

• Follow the TDLC and governance in the development of all security tools related to vaulting services and approving workflows for provisioning.

• Used Siteminder for integrating user stores, SSO, and application control and security. As well as manage password policies, expirations, composition, restrictions, and facilitate a seamless SSO experience through WAM for employees, partners, and customers.

• Supporting Privilege Access Management using CA PAM for business partners and clients.

• Utilized IAM tools such as RAS (Resource Access Security), (OIM - Oracle Internet Manager, JIT- Just In Time provisioning), SailPoint, and Siteminder.

• Support organization in IAM related tasks, LDAP, relational databases, Active Directory, VDI, and user management on daily basis.

4/2018 – 11/2019 NTT Data

Plano, Tx

Sr. EUC Admin (Team Lead)

• Serves as endpoint for password resets and or Active Directory account creation and member group addons in AD On Prem and Azure cloud services.

• Assisting with Windows 10 migrations and remediation, O365 upgrades, and setting up 2factor authentication for users.

• Diagnose and troubleshoot issues, provide Tier III and Executive white glove support in activities associated with the identification, prioritization, and resolution of hardware, printer, network connectivity, Citrix, and clinical application issues reported via telephone - Partnering with third-party vendors and technicians to obtain results to complex technical issues.

• Work closely with technical and application subject matter experts to resolve end user issues - and support partners with technicians and third party vendors to obtain results to complex technical issues - Helps other deliver results within defined timelines.

• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals.

• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.

• Creating images, deploying system and patch updates using SCCM, as well as using Tanium, Powerbroker, Citrix, CA Spectrum, Wireshark, Crowdstrike, and Bitlocker Encryption to assist endusers.

• Installing and managing SSL certificates in IIS Manager.

• Assist in account setup and administration of multifactor authentication like 2FA and Okta Identity Manager.

• Cooperates and collaborates with colleagues, cross-functionally, to support NTT Data's Strategy.

• Utilizing Symantec Endpoint and Windows Defender ATP to detect threats, remove malware, SaaS, and control access to applications.

• Providing and managing Privileged Access Management through BT Powerbroker for onsite and remote users.

• Implementing the use of Symantec Encryption PGP and PGP Universal server to manage PKI, ldap integration and AD integration.

.• Creating and or requesting SSL certificates via Server Manager dashboard..

6/2017 – 4/2018 GuideIT

Plano, Tx.

IAM Security Analyst, Lead

• Responsible for administration, maintenance, support and upgrades of storage systems, operating systems, production applications, network devices, security appliances and communications and messaging services and systems.

• Providing upper-level support, system maintenance and upgrades to company-owned applications, as required for high availability, stability and security.

• Responsible for the installation, configuration, operation, and maintenance of Microsoft Windows based systems and appliances.

• Manages system and software deployment and configuration. Windows 7 to Windows 10, O365 migration, and OU moves in AD.

• Monitors and tunes servers and devices to ensure optimal operating system and application software performance.

• Recognizes and troubleshoots problems with system hardware, network connectivity and applications software.

• Provides customer support, as required to resolve escalated support incidents.

• Schedules and implements hardware and software installations and upgrades in accordance with established change management and management/business approval procedures.

• Recommends proactive measures, to ensure that resources are available to meet future growth requirements.

• Provides support for all production applications (and peripheral equipment associated with needed applications) including industry specific software.

• Traveling to various NTTData and Dell sites around the country to train all technical support staff in regards with new integration and migration efforts between and within both respective companies.

3/2017 – 6/2017 Dieste, Inc. (Omnicom Group Company)

Dallas, Tx.

System Administrator

• Serves as the key onsite IT resource for implementation and support of imaging, systems, and applications support for Mac and PC systems using SCCM/Deploy Studio.

• Analyze application and infrastructure monitoring and performance needs engaging with application owners, design appropriate solutions, and work toward implementation.

• Served as the Microsoft Exchange escalation resource and primary MS Exchange Administration support for Outlook 2007/2010/2013 & 2016.

• Office365 migration support troubleshooting, and implementation, domain and IP whitelisting and blacklisting.

• Utilizing Mimecast to assist with email and Exchange security against phishing and ransomware, as well as monitor email traffic.

• Performs as the project lead for implementing WinOS or MacOS rollouts and or upgrades and patch updates to workstations and servers.

• Administers and supports application interfaces and related technologies.

• AD account creation, email provisioning, server access and permissions.

• Provides Tier 3 level support as a local SME to resolve incidents or fulfill requests received from the agency Service Desk or other division or facility service resources; provides status on user issues.

• Using SIEM to monitor and report production system activity including security threats, system performance, system availability, user workload, and other metrics.

• Utilizing tools such as SolarWinds, TCPDump, & Wireshark to perform packet analysis and monitor network traffic as well as identifying network vulnerabilities.

• Works with enterprise subject matter experts and services resources and the enterprise Service Desk in managing resolution of application incidents and requests.

• Create and maintain Group Policies and Preferences per Microsoft Best Practices for Workstation, Servers.

• Experience with monitoring tools, configuration, administration, alerting, reporting, proactive versus reactive methodology

• Performs day-to-day maintenance such as ensuring adequate file server space, virus detection and monitoring network backups.

7/2013 – 3/2017 Consolidated Data Services (Omnicom Group Company)

Dallas, Tx.

IT Support Specialist/System Administrator

Responsible for primary support of Apple Macintosh laptop, Windows PC laptop/desktop computers and associated software, including Adobe and Microsoft Office Suites.

Provided custom and creative images for pcs and macintosh systems using Deploy Studio, Absolute Manage, Casper, SCCM, WinPE and PXE boot.

Perform installation of standard software, applications, and transfer data from old to new system.

Install, maintain, test, analyze, and provide problem resolution for all local and remote hardware and software elements, including but not limited to PCs, laptops, printers, and peripherals.

Helped to configured and manage print server and wireless access points for various agencies. Set IP reservations in DHCP & DNS for new printer setups.

Using SIEM to monitor and report production system activity including security threats, system performance, system availability, user workload, and other metrics.

Responsible for creating Active Directory and Exchange accounts, as well as Distribution List creation, Resource Mailboxes, email forwarding and aliases, troubleshooting and configuring Exchange Server 2010/2013 issues, updating systems through Sophos Enterprise.

Administer Group Policy, data and systems migration, security and permissions for share drive access, monitor system wide rollouts, lease returns and asset management.

Provide all Tier 3 desk side technical support for MSOffice 2007-2016, Outlook & Outlook365, VPN, Citrix, Sophos Endpoint, WakeOnLAN, perform all break-fix repair, wireless networking, printing, computer performance, access point, port enabling, cabling issues, application and peripheral support, configuration, virus removal, and work with vendors to resolve support issues.

Weekly pull and rotation of backup tapes from DDP & Veeam servers. Restoring deleted files and monitoring/managing tape libraries via Backup Exec.

IP and Domain white-listing and blacklisting, creating SOX compliance reports.

Provided detailed SOX reports for safeguards to prevent data tampering, timelines, track data access, effectiveness of safeguards, and detect security breaches.

Utilizing Symantec Endpoint Desktop to create and manage PGP encryption for endusers and assisting with Key Management Services issues.

Utilizing tools such as SolarWinds to perform packet analysis and monitor network traffic as well as identifying network vulnerabilities.

Schedules installations and upgrades in accordance with established IT policies, procedures, and SLAs.

Education: Georgia Southern University. 1999, Statesboro, Ga.

Okta Certified Professional

Certifications in progress:

CISSP/CEH

CyberArk Privilege Cloud

Epic Security 101

AWS Solutions Architect

Ticketing systems used: Remedy, ServiceNOW, Salesforce, FreshService, Footprints, Service Manager, Triole

Available August 2025

Contact this candidate