Identity & Access Management IT Support Specialist

WILLIE BOOTHE JR.

Murfreesboro, TN · 901-***-**** · ******.******@*****.***

SUMMARY

IT Support Specialist with 9+ years of experience in Identity & Access Management, enterprise technical support, and incident resolution. Proven success supporting 10,000+ users, resolving escalations, and improving system reliability. Strong background in ServiceNow, Active Directory, cloud technologies, and security-focused troubleshooting.

SKILLS

Identity & Access Management (IAM) · Incident & Escalation Management · Active Directory & GPO · ServiceNow (SNOW) · Root Cause Analysis · Citrix · SQL/Oracle · PowerShell · Bash · Cloud Solutions · Virtualization · Networking Protocols · ITIL Practices · Technical Documentation · Workflow Optimization

WORK HISTORY

Identity & Access Management Administrator - The Celerian Group (CGS)

03/2018 - Present

Managed full IAM lifecycle including provisioning, deprovisioning, access reviews, and entitlement updates.

Resolved high-priority access incidents for 10,000+ users across secure platforms and enterprise systems.

Performed root cause analysis on recurring authentication failures and implemented long-term fixes.

Administered Active Directory, MFA workflows, and group policy configurations.

Authored SOPs and troubleshooting playbooks to reduce ticket volume and improve resolution speed.

Ensured compliance with security standards and audit requirements through access governance controls.

Utilized ServiceNow to manage escalations, track SLAs, and maintain accurate incident documentation

Technical Lead - UBS

05/2017 - 03/2018

Analyzed IAM architecture to identify gaps in identity governance and authentication workflows.

Collaborated with DevOps to replicate production defects in sandbox environments for faster resolution.

Led troubleshooting during critical outages, restoring access under strict SLA timelines.

Supported secure development by advising teams on access control, SSO, and API permissions.

Coordinated cross-functional teams to validate fixes, deploy patches, and stabilize production systems.

Technical Manager - IASIS Healthcare

06/2017 - 12/2017

Resolved escalated authentication issues for 1,000+ healthcare users across clinical systems.

Authored technical manuals for EDM, identity workflows, and system operations.

Directed deployment of cloud-based identity solutions to improve reliability and security posture.

Ensured HIPAA-aligned access provisioning and compliance across healthcare applications.

Conducted system audits to validate permissions, logs, and identity governance controls.

Technical Specialist - Dell / Honeywell

05/2016 - 05/2017

Resolved Level 2 incidents involving Active Directory, Citrix, VPN, and enterprise access workflows.

Diagnosed AD anomalies, group membership issues, and replication delays.

Repaired BES server sync failures using PowerShell and scripting-based troubleshooting.

Supported global users with provisioning, password resets, and multi-system access issues.

Documented incidents in Salesforce and ServiceNow to strengthen the knowledge base.

Improved remote user experience by optimizing Citrix profiles and session performance.

Technical Lead – Uniguest

10/2015 - 05/2017

Supported IT hospitality technology upgrades across business centers in multiple hotels, ensuring reliable system performance and seamless deployment of new hardware and software solutions.

Conducted root cause analysis for operational incidents and implemented corrective training programs.

Reduced incident frequency by 50% through behavior-modification initiatives and workflow improvements.

Oversaw secure deployment and maintenance of digital signage and hospitality technology systems.

Premier Support Solutions Technician - Asurion

06/2014 - 10/2015

Resolved escalated hardware, software, and connectivity issues via Five9-integrated systems.

Delivered high-quality customer support to maintain SLA performance and reduce churn.

Performed device configuration, OS troubleshooting, and application support across platforms.

Documented recurring issues to improve first-call resolution and reduce escalations.

Manager / Ramp Agent Supervisor - FedEx

09/2009 - 10/2013

Coordinated logistics operations ensuring on-time aircraft departures and cargo accuracy.

Managed incident response for operational delays, equipment issues, and safety concerns.

Trained staff on compliance, communication protocols, and workflow efficiency.

Improved ramp operations by optimizing shift assignments and resource allocation.

Radio Operator - Bott Radio Network

05/2007 - 09/2009

Monitored and maintained communication systems to ensure uninterrupted broadcast operations.

Diagnosed and resolved signal, transmission, and equipment issues.

Logged system activity and escalated technical failures to engineering teams.

Crew Lead GSA / Customer Service Manager - Pinnacle Airlines

11/2006 - 09/2007

Coordinated terminal operations, gate activities, and customer service workflows.

Conducted compliance audits for TSA/FAA regulations and safety protocols.

Managed incident reports related to logistics, passenger issues, and operational delays.

Helpdesk Support Engineer - Christian Brothers University

08/2004 - 11/2006

Provided Level 1/2 support for desktop, network, and classroom technology systems.

Identified security vulnerabilities and applied critical system patches.

Installed, configured, and maintained hardware, software, and network devices.

Documented troubleshooting steps to streamline future support requests.

EDUCATION

MBA, Business Management - Strayer University B.S., Information Technology Management - Christian Brothers University

CERTIFICATIONS

Certified Notary Public (CNP)

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