Shalini SP
Technical Analyst - IAM Operations
Mysore
Summary
Results-driven IT Professional with a robust educational foundation and progressive experience in User Access and Identity Management, IT Infrastructure Services, Incident Management, and technical troubleshooting. With over 7 years of experience, I excel in provisioning, de-provisioning, account monitoring, access reviews, and authentication support across enterprise systems. I have a proven track record of partnering with application developers and design teams to onboard new applications and systems into IAM platforms. My expertise includes managing role-based access control (RBAC), conducting audits, collaborating with cybersecurity teams, and integrating IAM solutions with cloud platforms. Skilled in handling Unix/Linux server password resets and monitoring via single sign-on, as well as providing VPN/Non-VPN and token access configuration for employees and partners.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
Associate UAM Analyst
ComputaCenter
Bengaluru
4 2021 - Current
- Performing administration (provisioning, de-provisioning, account monitoring, access reviews, and authentication support) of identity and access management lifecycle across all enterprise systems.
- Partnering with application developers and design team to onboard new applications and systems into IAM Platform
- Performing creation, modification, and deletion of user accounts and their privileges in Windows environment using Active Directory
- Setting access permission levels to security groups and shared drives on various applications
- Troubleshooting and resolving access management and provisioning workflow errors
- Updating existing access management and provisioning workflows
- Handling and triggering bots to process bulk requests via Robots
- Executing and tracking security process-related activities including User ID management
- Evaluating detractors with root cause analysis and providing adequate solutions
- Generating dashboards and reports
- Implementing role-based access control (RBAC) to streamline permissions management
- Conducting regular audits and assessments to ensure compliance with security policies and standards
- Collaborating with cybersecurity teams to enforce security protocols and mitigate risks
- Developing and maintaining documentation for IAM processes and procedures
- Providing training and support to users and teams on IAM tools and best practices
- Integrating IAM solutions with cloud platforms such as AWS, Azure, and Google Cloud
- Participating in incident response activities related to identity and access management
- Utilizing multi-factor authentication (MFA) to enhance security measures
- Customizing and configuring IAM tools and software to meet organizational needs
- Monitoring and analyzing IAM system logs for suspicious activities and potential security breaches
- Providing VPN/Non-VPN and token access configuration for BASF employees and partners
- Performing Unix/Linux server password resets and monitoring via single sign-on for those particular servers.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders
Associate IT Support Engineer
British Telecom
10.2016 - 03.2021
- Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management
- Handling clients via calls, chats and call back Tracker to provide adequate resolution within SLA meeting Average handling Time and First Call Resolution to improve customer experience
- Worked on Credential Management Tool for password-related queries
- Providing support for Windows OS, MAC OS, Printers, Wireless, VPN, Microsoft Office, Office 365, Shared Drive, Broadband, Android devices, IOS Devices, Configuring IP Phone, Token
- Providing support in software installation via SCCM and troubleshooting SCCM
- Adhering to process updates and knowledge base articles, updating knowledge base articles for continuous process improvement
- Prioritize and resolve incidents and requests through client's ticketing tool by providing end-to-end support to end customers within agreed SLA
- Providing continuous improvement and ideas to be implemented as per the new process guidelines
- Expert knowledge of service management and reporting obligations placed on outsourced Service Desk, including application of standardized terminology and metrics
- Familiarity with Service Management Tool suites and other technologies used in Service Desk environment, and their appropriate adoption by client and supply-side agencies
- Deep understanding of interfaces between remote and on-site first-line contact and second-line resolver groups
- Experience of implementing or operating unified Service Desk in multi-supplier environment
- Good/expert knowledge of typical user support workflows and understanding of capacity and management of same
- Excellent communication (verbal, written, listening) and influencing skills
- Good customer service experience and customer-oriented skills.
- Delivered end-user training on new technologies, increasing adoption rates among employees
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Generated reports to track performance and analyze trends
Customer Client and Servicing
OCEAN TO SKY
01.2012 - 12.2013
- Job role involved managing and hosting product launches, exhibitions, events and promotional activities
- Work was to give proper service to clients and associates as per their needs & achieving desired satisfaction and results
- Billing and Handling account management
- Worked on various applications providing seamless and effortless service for customers
- To be on calls (Inbound and Outbound) with customers to cross sell and upsell various new models with latest technology
- Handle escalations and managing team of sales and service
- To be in direct contact with clients to improve process and its needs.
Education
Master’s in Financial Analysis Management - Financial Analysis Management
Manasa Gangothri, Mysore University
Mysore 03.2009 - 04.2011
B B M (Commerce) - undefined
JSS College for women, Mysore
Skills
User Access Management, SSO Authentication, and Multi-factor Authentication on Okta Tool and Linux/UNIX
Microsoft Office365, Outlook, Teams, Skype, Excel, Active Directory & SQL Server
Troubleshooting Windows 81 & 10 operating systems
Desktop support and Application support troubleshooting experience
Active Token or RSA Token, VPN Tool
Running machine policies, SCCM remote control to troubleshoot applications
Excel Reporting and pivot table
Programming knowledge, Data processing, Root cause analysis
Product and service expertise,Document control, Access Control
Reporting & Tracking
Certification
OKTA IT service management
Toolsused
- Operating Systems: MS Windows 10
- MS Office Package: Microsoft Office 2007, 2010 and 2013 and Office 365, MS Office, Adobe
- Networking: TCP/IP model, LAN, WAN and networking Devices
- Operating systems: Unix and Linux, Active Directory, Servicenow, NG Autofix, Ordergateway Admin, iTrust Directory
- User Access Management, SSO Authentication, and Multi-factor Authentication on Okta Tool and Linux/UNIX
- Microsoft Office365, Outlook, Teams, Skype, Excel, Active Directory & SQL Server
- Troubleshooting Windows 8.1 & 10 operating systems
- Desktop support and Application support troubleshooting experience
- Active Token or RSA Token, VPN Tool
- Running machine policies, SCCM remote control to troubleshoot applications
- Excel Reporting and pivot table
- Programming knowledge, Data processing, Root cause analysis
- Product and service expertise, Document control, Access Control
- Reporting & Tracking
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Associate IT Support Engineer
British Telecom
10.2016 - 03.2021
Customer Client and Servicing
OCEAN TO SKY
01.2012 - 12.2013
Master’s in Financial Analysis Management - Financial Analysis Management
Manasa Gangothri, Mysore University
03.2009 - 04.2011
Associate UAM Analyst
ComputaCenter
4 2021 - Current
B B M (Commerce) - undefined
JSS College for women, Mysore
OKTA IT service management
Azure Active Directory
Cyberark
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