Gaurav Kumar
Hyderabad
Summary
Experienced IAM with over 10 years of experience in managing and securing identity and access within enterprise environments. Proven track record in implementing and maintaining AD infrastructure, ensuring compliance with security policies, and optimizing system performance.
Overview
9
9
years of professional experience
Work History
IAM Queue Manager
Wells Fargo Bank
04.2021 - Current
- Lead the escalation management process for identity and access management issues
- Coordinate with cross-functional teams to resolve complex IAM issues
- Managed the implementation of a new IAM system, resulting in an 80% reduction in time spent on IAM tasks by users
- Develop and implement escalation procedures to ensure timely issue resolution
- Monitor and analyze incident trends to identify areas for improvement
- Provide training and support to team members on escalation management best practices
- Resolve IAM-related issues and provide timely support to users
- Collaborate with IT teams to implement new features and enhancement
- Analyze the team performance and submit the analysis to the manager
- Collaborate with business to understand improvements and feedback from the business and implement team improvement plan accordingly
- Customer satisfaction trends are monitored issues during analysis are flagged beforehand
- Production ticket monitoring to understand challenges and aging
- Handle complex Tier II escalation
- Fix issues with IAM access if request is escalated by business and share appropriate feedback to the resource once the escalation is addressed
- Keep a track of escalation received per resource share feedback and analyze improvement trends for resource
- Create and tailor SOP as per the new process plan for IAM
- Provide training on new process changes to resources
- Collaborate with business to understand any automation prospective
Senior Support Engineer
Columbus Global
01.2020 - 04.2021
- Worked on O365, Azure, OWA, Active Directory, Mail routing/connectors, Spam/Phishing controls and techniques
- Created Windows accounts for Columbus new hires
- Providing access as per the request and approval in Active Directory
- Monitoring server backups and make sure server downtime is alerted
- Diagnose and solve a wide range of issues, including, but not limited to: software deployment, installation & setup, application specific usage, hardware and network, O365
- Responsible for driving high priority incident resolution within the set SLA
- Prepare training materials, SOP’s, creating and updating of technical documentation
- Instrumental in creating Knowledge documents for process
- Prepare reports to track the performance of employees to enhance efficient evaluation
- Implemented and configured SSO and MFA solutions, enhancing security and user convenience
- Resolved complex IAM-related incidents, reducing downtime and ensuring business continuity
- Developed and enforced IAM policies and procedures to meet regulatory compliance requirements
Senior Technical Support Engineer
Deloitte-1
06.2019 - 01.2020
- Provide technical assistance to Deloitte internal employees
- Work on MS Office 2016, Connected Backup, Active Directory, Skype/Zoom issues
- Worked on Intune (MDM) Issue
- Excellent customer service and technical skills
- Experience in working in a tight and fast pace environment
- Strong research, analytical, and multi-tasking skills
- Superior time management and job prioritizing skills
- Flexible and adaptable to work in any team environment, shift, weekend
Services Support Rep
Unisys India Private Limited
08.2015 - 05.2019
- Provided phone, chats and email-based support to users, including troubleshooting, diagnosing and resolving network-related issues
- Provides quick problem solving by fixing user issue, and system inconsistencies
- Responsible to provide technical support for Installation, Configuration of software and hardware and also worked on administration related issues
- Solve technical problems with Windows 7 & 10, Outlook, McAfee - ePolicy orchestrator console, Connected Backup, LANDesk Client, Mobile iron, WebEx Zoom/Skype etc
- Troubleshoot MDM(Mobile Iron) related issues
- Ensure all P1/P2 incidents follow the incident management process
- Ensure service levels (SLA) are maintained for tickets
- Determining training needs of the New Joiners and conducting suitable training programs to enhance their operational efficiency leading to increased productivity
- Identify opportunities for optimizing system performance and provide suggestions for development
- Provided technical support to end-users, resolving issues related to hardware, software, and network connectivity
- Managed and resolved tickets using a ticketing system, ensuring timely resolution and excellent customer satisfaction
- Configured and maintained user accounts and permissions in Active Directory
- Assisted in the deployment and configuration of new hardware and software
- Conducted training sessions for end-users on common IT issues and best practices
Education
B.Com - Hons
William Carey University
Skills
- Active Directory
- Symphony Identity Management Business Access (SIMBA)
- Access Rating Tool(ART)
- Access Identity Management System(AIMS)
- Mobile Iron
- Intune
- ServiceNow
- ITSM
- BMC Remedy
- Networking
- Windows Operating Systems
- Connected Backup
- O365
- IT Service Management (ITSM)
- Incident and Problem Management
- ITIL Framework
- Customer Service Excellence
- Team Leadership and Development
- Technical Support and Troubleshooting
- Service Level Agreement (SLA) Management
- Performance Metrics and Reporting
- Process Improvement
Timeline
IAM Queue Manager
Wells Fargo Bank
04.2021 - Current
Senior Support Engineer
Columbus Global
01.2020 - 04.2021
Senior Technical Support Engineer
Deloitte-1
06.2019 - 01.2020
Services Support Rep
Unisys India Private Limited
08.2015 - 05.2019
B.Com - Hons
William Carey University
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Frederick TulayFrederick Tulay
Commercial Banking Portfolio Associate at Wells Fargo Bank NA (Commercial Investment Bank-CIB)Commercial Banking Portfolio Associate at Wells Fargo Bank NA (Commercial Investment Bank-CIB)
Arian SaberniaArian Sabernia
Home Mortgage Sales Consultant at Wells Fargo Bank, N.A.Home Mortgage Sales Consultant at Wells Fargo Bank, N.A.
ANJALI RAMTEKEANJALI RAMTEKE
Growth Associate at Alore Pte. Ltd.Growth Associate at Alore Pte. Ltd.