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.

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.

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.

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.

• 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.
• Incident Management
• Problem Management
• Knowledge Management
• Change Management
• Release and Deployment Management