Joong Kim, Cissp Email & Phone Number

Atlanta, Georgia, United States

Worldwide, Us

Worldwide, Oo

Manager of Identity Security Delivery Team for various industries.

Palo Alto, California, Us

• Zendesk “Greenfield” build-up at a Startup company. Mail, Web Portal, and Web Widget support ticket intake configuration and customizations. Train staff on Zendesk operations.• Built out Zendesk Integrations with JIRA, Document360, Ops Genie, and Salesforce. Create and Manage Zendesk Triggers and Automation. Implemented Case Categorizations.• Established On-call Rotation in Ops Genie and created SOPs for Technical teams to handle P0 / P1 issues. Alert On-Call person of urgent customer issues.• Build world-class support teams. Tier1, Tier2, and Tier3 level of staff. Lead On-boarding new employees using hands-on Support Labs.• Build out Support Labs and train new staff on the Salt Product Dashboard and Integrations with Cloudflare, Azure APIM, Google Cloud Apigee, AWS API GW, Nginx Lua plugin, and Salt's Sensors and Hybrid products on Kubernetes(k8s). Continue to build Support Labs for all Salt Deployments.• Partner with the Documentation team to improve the Product deployment guides.• Implemented CSAT survey to understand customer sentiments. Implemented First Response SLA.• Present support metrics and ticket trends to Executives. Provide actionable insights reporting on feature requests and product bugs to the Product and Engineering departments.• Implemented escalations and Jira prioritization SOPs with Product and cross-functional teams.• Certified API Security Analyst

San Francisco, California, Us

Launched/Rebuilt And Managed Key Support Teams: Tier 3 Software (one year), Tier 3 Motive Cards (six months), Tier 3 Embedded Hardware (three months), and Developer Support (one year and four months).Projects 2021:• Established SOPs to Streamline Team Day-to-Day Operations• Created Dashboards (using JQL) KPIs in JIRA for Team Metrics and Individual Metrics• Conducted Data Analysis and Provide Data Insights on issue trends and spikes via Python scripts• Established Scheduled Rotations to Improve Support and Engineering Partnerships• Launched Night and Weekend Support On-Call P0/P1 Critical Priority Case Escalations Process• Revamped the Tier 3 Onboarding Training and Partner with Enablement for API Support Training• Conducted Acceptance Criteria Requirements Definition Process for Support Tools Development • Revamped the Developer Support Engineer Onboarding Process.• Detailed documentation of KT Integrations and Dev Support troubleshooting guides.• Established Tier 3 Software Troubleshooting guides.• Conducted Data Analysis for the next set of POD launches.Projects 2022:• Established Training/Enablement for Advanced Motive Topics: IFTA, Dev Support, Mobile and Compliance• Continued to build the Technical Lead program and helped to build relations with respective Product and Engineering teams.• Transformation Leader for PODs (Product Verticals) Support Organizational model. • Created Dashboard KPIs (CSAT, ATR, AFT) in JIRA, and in Salesforce for Team Metrics and Individual Metrics• Train and Enable Dev Support Team with Mulesoft Fundamentals.• Reduce EDR (Engineering Dependency Rate) from 55% to 2% on Consultations, Access Requests, and Bulk Data Changes. (Not including Product Bugs)• Support Case Categorization revamp project. Conduct Data Analysis, Capture Customer User Stories, and new Framework establishment.Was promoted to Senior Manager in October 2022, but pushed to 01/2023.

San Francisco, California, Us

• Lead a team of highly talented Developers (10 FTEs and 6 Contractors) in the Okta IAM Product organization (moved from Support)• Key contributor to the new Okta company level objective. Help with Developers focused initiatives. Help to build the Business Unit and Help to evolve by providing first-class support to developers' communities (Dev Forums, Stackoverflow, and Support Cases).• Team Focus on integrations on specific technologies/protocols (API Services): REST API, SCIM, OIDC/OAUTH2, SAML2, Okta Hooks, Sign-in Widgets, all supported SDKs, and OIN integrations• Represent Customer Support while engaging with cross-functional teams to drive resolution of escalated issues and manage technical and executive-level updates• Provide KPI metrics and analytical data on milestones, TTR, CSAT, and overall team performance• Collaborate with Engineering, Customer Success Managers, Professional Services, and Program Management. • Develop Partnerships between Support and Product which includes IdeasPrioritization Program, Job Rotation Program, and NPI Process (New Product Introduction)• Okta Certified Professional• Okta Certified Administrator• Be a "Sys Admin After Hours" and continue to work on "Okta Lab Setup" for training Support personnel and work towards Okta Certified Consultant and Okta Certified Developer.• Help to onboard new Developer Support Engineers on Okta Processes and Okta Core IAM technologies.

Suwanee, Georgia, Us

Responsible for implementing "One Identity" Initiative at ARRIS. Each FTE or Contractor must enroll into the Access Governance Suite system at ARRIS to access key identified systems. Oracle EBS software used for Financials and Supply Chain are prime examples. We must be able to tell the “One Identity” story about each unique user. User behavior Big Data analysis is the security perimeter. Workflow auto provisioning and workflow auto terminations are involved in this process. A record history on how and who approved access is one of the key reports generated for Internal Audit and for SOX compliance with Ernest and Young. Scheduled Access Certifications and routine Segregation of Duties (SOD) Certifications are key programs developed in this initiative.This also applies for External systems for customer accessed applications and/or systems. Each user is given a role specific for access. Each user must enroll and be approved access before giving access to an external resource.Each entry point is typically managed using SSO along with SAML2.0 integration with SaaS Cloud applications. This is an on-going project with a long term road map. This is the most exciting and challenging project in my career. I manage a small and lean team who works with various business stakeholders for implementations. External Professional services are involved with strategic deployments of the NETIQ product suite. Key Technologies Involved: NETIQ PRODUCTS: Identity Management, Role Based Provisioning Module, UserApp, E-Directory, AGS (Sailpoint Identity IQ OEM), Access Management, Advanced Authentication, Sentinel, Directory Resource Administrator, and DRA IT Process Automation Tool (AEGIS). OTHERS: Active Directory, GRC Fastpath Previous to role, I worked as a Systems Administrator working mostly ARRIS CPE and C4/E6000 engineering teams managing IBM ClearCase and IBM CLM infrastructure. The job required wearing many "hats" and was a full service type of role.

Suwanee, Georgia, Us

Greenville, Sc, Us

Saint Charles, Mo, Us

Bachelor'S, Technical Management + Cis

Associates, Computer Science