• Provide support and act as an escalation point for the University’s Identity and Access Management (IAM) life cycle, ensuring compliance with security protocols.• Manage role-based access control across the SAP ERP system, Student Information System (SIS), and SailPointIQ platforms.• Process security requests from Department Security Administrators approved by Data Trustees to adjust user roles for faculty, staff, and students, including oversight for non-traditional employees.• Process certificate requests through the InCommon Sectigo platform for SSL/TLS and other digital certificates.• Develop standard operating procedure documentation for IAM-related tasks.

• Provided faculty, staff, and students with tier I and II technical support for University sponsored technology and resources. All within the ServiceNow ticketing platform.• Technology and resources include but are not limited to Blackboard LMS, SailPoint, Microsoft Identity Manager (MIM), SAP Netweaver Portal, CayoSoft, PaperCut, Office/Google apps, etc.• Served as an SME (Subject Matter Expert) for other Service Desk Specialists regarding user accounts in the SailPoint and MIM platform while working closely with the Identity Access Management team.• Responsible for managing student account compliance in relation to Boston University's COVID policies.• Processed cell orders, upgrades, etc. for all Faculty/Staff via AT&T and MyVerizon business portals.

FOX Corp Tier 2 - Service Desk End User Experience, March 2020 – August 2020Disney Tier 2 - Service Desk, March 2020• Focused mainly on transitioning employee base to a remote/work-from-home format.