Kyrah A. Email & Phone Number

United States

United States

Provisioned user access throughout the account lifecycle for over 50,000 end users based onRBAC, roles, rules, templates, groups, etc.Documented several Service Operating Procedures (SOPs) to assist with operational efficiencyand quality assurance.Administered access to applications and systems based on security control frameworks,controls, and security reporting laws (e.g., NIST, HIPPA) to ensure appropriate access rights (i.e. Active Directory, AWS, Epic, O365, etc.)Contributed to the maturity of the team by offering mentorship and training to cultivatedevelopment.Interfaced directly with clients to discuss project expectations, report metrics, processimprovement and feedback.Functioned as interim team lead to assist with project management, coordinate tasks, organize initiatives, evaluate progress and facilitate daily operations.

Louisville Metropolitan Area

Managed and monitored applications and solutions within the identity and access management landscape to provide incident management (i.e. LastPass, Exchange Admin Center, EPIC, Active Directory, Cherwell, Thycotic, AWS). Gained experience provisioning user access throughout the user account lifecycle, onboarding, management, off-boarding, etc.Composed technical runbooks and standard operating procedures for IAM operations to standardize workflows and procedures. Interfaced directly with clients to ensure expectations were met. And actively participated in meetings with clients and upper management to review team metrics and identify and resolve any challenges that were impacting process improvement. Supported the development of the team by providing training and mentorship to cultivate learning and growth.Functioned as a point-of escalation for projects by serving as TSOC for low, medium and high priority tickets to ensure incoming requests and incidents were resolved within SLAs and attained client satisfaction.Proficient in implementing Multi-Factor Authentication (MFA) for Identity and Access Management (IAM) users on AWS.

Oversaw workflows assigned to my team to ensure tasks and requests were completed within the SLA or expected timeframe.Served as a liason between the team and the client to streamline communiation for service delivery and escalations. Executed quality assurance testing and activities.Assisted the team lead with day-to-day operations (i.e. team management, task delegation and project management).

United States

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Limited supervision. No instructions needed on routine work, and general instructions given on new lines of work or special assignments. Full knowledge of the job. Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered. No instructions needed on routine work, and general instructions given on new lines of work or special assignments. Contacts are frequent with individuals representing other departments, and/or representing outside organizations. Contacts involve obtaining or providing information or data on matters of moderate importance to the function of the department or which may be a sensitive nature.

Level 1 Technical Support Service Desk agent for the United States Airforce supporting ITSM solutions platforms including Remedy and ServiceNow. Initial point of contact for information gathering and analysis for installation, operation, configuration customization, and usage of assigned products. Primarily responsible for managing the Service Desk and Remedy queues, insuring that we are meeting SLAs and providing superior customer support and guidance. This ranges from uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues. • Incident Management • Problem Management • Knowledge Management • Change Management• Release and Deployment Management• Service Request Management • Service Catalog Management • Customer Feedback (survey) Capabilities• Service Level Management • Asset Management • Vendor Management • Contract Management• Hardware and software discovery • Configuration Management Data Base • CMS Integration • Multi-Vendor Integrated Service Catalog• Service Desk