Jaswanth Reddy

• Providing 24/7 L2 support to resolve user issues
• Upgraded CyberArk Component as per releases.
• Fine tuning existing CPM and PVWA policies depending on changing environment.
• Test new version releases on DEV environment.
• Installed AIM on target windows and Linux machines.
• Installed Script launcher and Batch launcher on Linux machines to support AIM.
• Troubleshoot AIM and CCP calls on passwords fetching issues.
• Troubleshoot user login issues.
• Troubleshooting of server related issue for Vault and PVWA.
• Monitor Splunk alerts for provider account failures and CyberArk Components services and storage.
• Maintaining the SLA for incident and requests.
• Support to perform Change requests.
• Generate reports for license cleanup and audit.
• Onboarding accounts in EPV for various platform (Windows, UNIX, Database, AWS)
• Onboarding bulk accounts using Bulk upload utility.
• Participate in DR activity.
• Resetting the accounts manually in EPV and on platform if the CPM or reconcile fails.
• Create Safe Design and and Master Policy.

Okta:

• Integrated multiple AD's to Okat.
• Installed Okta Agent on AD.
• Imported all AD groups into Okta defining rules and manage user group membership via Group Rules.
• Defined Okta rules for segregation of duties.
• Responsible for providing design documents to application teams based on compatible protocols like SAML 2.0, OIDC, WS-FED, RADIUS Integrated Okta SSO for the inbound federation to third-party applications.
• Configured OKTA to provide enterprise Single Sign-On services and enable Multi-Factor Authentication (MFA) platform features for internal and external applications
• Perform business use case analysis to implement OKTA solutions
• Support the development and implementation of OKTA integrations for various business functions.
• Integrated applications
• Identify, track, and resolve technical issues
• Have setup MFA for all applications in scope to Okta such as Okta push, Okta verify, SMS authentication.
• Troubleshoot Okta authentication failure issues.

• Implemented automatic password vaulting with the help of PACLI to PVWA.
• Primary responsibilities include supporting, maintaining, monitoring the Production environment.
• Integrating various platforms with Cyber-Ark, such as Windows servers, UNIX servers, Databases and networking Devices.
• Onboarding users into cyberark and provide access as per requirement.
• Creating and Managing Safes, platforms and CPM policy management or redistribution.
• Perform health check monitoring on all CyberArk severs to ensure consistent availability of system to end users
• Experience using LDAP, Radius and Active Directory.
• Perform Bulk updates of password using password upload utility.
• Knowledge on installation and configuration of the CyberArk components
• Troubleshooting common User issues and Application issues.
• Managing users in production environment of CyberArk.
• Responsible to generate reports based on requirement.
• Perform patches on CyberArk servers.

Posted to Client: DXC Technology

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer calls and emails to answer questions about products and services.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Informed customers about special promotions and provided detailed information for various products.

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
• Supported customers with basic technical support for current and past software releases.
• Assisted clients with general support for hardware, peripherals, network connections, and external software.
• Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.