Spearheaded the deployment and customization of IAM platforms such as Ping Identity, Microsoft Azure Active Directory, and Okta to meet the unique requirements of enterprise clients across diverse industries.Contributed to the development of internal processes, methodologies, and tools to streamline service delivery and enhance overall customer experience.Conduct a diverse array of internal instructional sessions delving into internet technology, ranging from fundamental concepts like IP addresses and web browsers to intricate topics such as SSL encryption and the intricacies of SAML/OIDC RFCs.

• Lead a team of 4 architects mentoring them in customer relationship management and advanced software architecture practices primarily focusing on Identity and Access Management.• Assist clients with software deployment and maintenance across development and production environments ranging from single servers to Kubernetes clusters of +100 servers at a time• Acted as technical point of contact for software installation, upgrades, tuning, troubleshooting, maintenance, and testing. • Support customer’s auxiliary technologies such as DevOps infrastructure, API management, Load Balancing, Scripting, OS tuning, etc. to promote a better experience and encourage revenue expansion through architecture transparency

•Escalation support tier responsible for solving complex issues under tight deadlines, often solving full outage issues on live calls to restore services asap for production environments•Trained engineers on standards like SAML, Oauth, OpenID Connect, WS-Trust, WS-Federation and authentication technologies like Kerberos, Passwordless login, MFA, Provisioning, Federation, etc. •Most Salesforce cases closed over my entire duration as a Technical Support Engineer in the department

•Escalation support tier responsible for solving complex issues under tight deadlines, often solving full outage issues on live calls to restore services asap for production environments•Trained engineers on standards like SAML, Oauth, OpenID Connect, WS-Trust, WS-Federation and authentication technologies like Kerberos, Passwordless login, MFA, Provisioning, Federation, etc. •Most Salesforce cases closed over my entire duration as a Technical Support Engineer in the department

•Troubleshoot and support IDAAS and SAAS software that utilize technologies like SSO, SAML, Oauth, MFA, Provisioning, TLS/SSL Encryption and Certificate Authentication, Hardware Keys, OTP's, and more.•Analyze proprietary logging along with other software logs like IIS, Windows, Linux, F5, or any other web component logs necessary to diagnose and resolve the issue•Utilize an array of tools from proprietary troubleshooting tools to publicly available tools such as Fiddler, Wireshark, XML suites, SAML testers, VM's replicating customer environments, or any resource that can assist in serving the client

•First tier support to assist customers in troubleshooting issues across a wide variety of identity and access management software including PingFederate, PingOne, Active Directory, F5, Azure AD, Okta, etc. •Managed cases in Salesforce while consistently contacting customers to resolve issues via email and web conference calls meeting strict SLA deadlines•Highest NPSX rating consistently across my tenure as a support engineer with over 75+ ratings (9.3/10)

• Provided network and software support for Colorado headquarters, Pennsylvania hub, and 200 remote employees in real-time via phone, email, and remote desktop applications • Utilized an array of software such as Microsoft Server, ShoreTel, Samanage, Active Directory, LogMeIn, Remote Desktop, and in-house software to perform daily duties • Acted as first point of contact for any and all technical or scheduling issues and maintained detailed documentation in Samanage ticketing system, escalating when necessary

• Controlled inventory and cash through 2.5 million dollars' worth of sales while keeping within specified cost parameters • Managed over 40 employees at any given time creating and upkeeping schedules, hiring new employees, and ensuring all team members were accounting for their responsibilities • Interacted with multiple guests and accounts in a fast-paced environment while maintaining above 90% guest satisfaction survey ratings throughout entirety of employment • ServSafe Manager Certified

• Handled thousands of dollars in inventory and cash daily ensuring all transactions and wages were input for store records  • Trained new employees on store operations, route and time management, and customer service expectations  • Attracted repeat customers through positive social interaction, expeditious results, and an overall positive experience