Driving innovation by exploring new IAM toolsets that align with our strategic objectivesLead Solution Engineer for the following products:- CyberArk Identity Portal- CyberArk Workforce Password Management (WPM)- CyberArk Dynamic Privilege Access (DPA)- CyberArk Secure Cloud Access (SCA)- CyberArk Cloud Entitlements Manager (CEM)- Microsoft Defender for Cloud Apps (CASB)- Microsoft Purview (DLP)

- CyberArk Administrator – Provide Level 2 support for non-production and production CyberArk environments. Investigate and resolve password rotation failures for managed vaulted accounts. Maintain auto-detection processes to manage built-in administrative accounts on various platforms. Implementations of new Server Builds, PSM connectors, AAM integrations, CPM platforms, and Patch management. Review metric reports for health checks and overall hygiene of the vaults.- Automation – Integrate automation processes with CyberArk AAM for secrets management. Working knowledge of implementing secrets management in RedHat Ansible Tower and BluePrism. - Documentation – Write knowledgebase articles for new procedures, processes, and technical guides for the team.

- Team Leader – Provide guidance to Specialists on access management requests for creation and modification of Privileged Infrastructure IDs. Maintain client and vendor relationships while working on/assisting requests for individuals/teams. Provide consultation for access entitlements for the requested function while enforcing least privilege, segregation of duties, and access control.- Documentation – Provide operational and technical feedback on IAM procedures including standard reviews, ServiceNow catalog request modifications, and approval matrix modifications. Write knowledgebase articles for new procedures, processes, and technical guides for the team.- Automation – Collaborate with Engineering and other technical parties to solution automation of access management requests leveraging RedHat Ansible with integration with security tools.- Educate users on security policies and best practices regarding Identity and Access Management.

- Access Management Requests – Facilitated Privileged Infrastructure ID requests. Maintain client and vendor relationships while working on requests for individuals/teams. Provide consultation for access entitlements for the requested function while enforcing least privilege, segregation of duties, and access control.- CyberArk Support – Performed daily health checks on CyberArk Vault and Component servers to ensure application stability, investigated any irregular findings with team. Assisted with implementing CyberArk software and infrastructure changes. Projects include component implementations, licensing renewals, PSM enabling on servers, Branch Combo, ServiceNow integration with CyberArk AIM, and Thales HSM upgrade.- Carry On-call BlackBerry and respond to any after-hours escalations. Assist with managing the teams mailbox by responding to user inquiries relating to access management requests, reconciling Fire IDs that were not automatically reset, and performing Fire ID 24-hour reports daily where I would monitor any accounts that have been signed out for more than 24-hours.

- Provide technical support through multiple channels (phone, email, online chat) for approximately 46000 internal CIBC employees and external vendors in a 24/7/365 service desk- Troubleshoot various technical issues and attempt to resolve at a first level of response. Follow proper escalation procedures based on the issue if necessary- Educate users on security policies and best practices for password complexity- Perform testing of all applications, both web-based and local, for the service desks migration to Windows 7 and of the workstations at the teams hot site location for business continuity. Provide feedback\reports to project managers, application support, and BCP point of contact of testing results- Manage the Incident Response queue on ServiceNow ticketing system and address any tickets assigned to the queue. Provide a daily report to service desk management of issues assigned to queue- Create a weekly report of incident tickets routed back to the service desk from external vendor Soroc Technologies and report to our vendor management for review- Maintain an overall above team average call metrics with a call quality score exceeding 97%

CO-OP Student

CO-OP Student- Provided technical support for approximately 60000 employees in all government of Ontario ministries - Maintained team average call metrics with a customer satisfaction rating exceeding 95% overall- Received a final performance rating of Outstanding by manager of service desk for the co-op term

Summer Seasonal Work- Performed routine checks around the park to ensure public safety of visitors- Responsible for closing three parks unsupervised and providing a daily report to park superintendents of any security issues that occurred that day - Provided general maintenance of the park to ensure park was clean and up to health and safety standards