SailPoint Identity IQ administration including certifications, access reviews, policy setup, account and application risk assessment, role mining and setup, LifeCycle Manager (LCM) design, reports & advanced analytics design.
• Active Directory user management.
• Microsoft Exchange on premises users, contacts and groups management.
• Utilizing different tools to further develop automation (Robotic Process Automation, AutoHotKey, Dataload Classic, Alteryx)
• Powershell scripting utilizing various modules: Active Directory, Microsoft Exchange, Skype for Business, Azure.
• Amazon Web Services Identity and Access Management.
• Creating and managing user accounts in Azure Active Directory.
• Creating and managing user accounts in DocuSign, Box, Core, Skype for Business, Mainframe (TPX, ALIS).
• Provisioning/de-provisioning of access for employees, consultants, vendors and contractors.
• Answer incoming calls or requests to provide broad level of support to customers to identify, troubleshoot, and resolve access related issues.
• Adherence to established SLAs, established processes, security controls and corporate policies.
• Ensure requests contain proper approvals and reviewing completed requests for accuracy.
• Perform access re-certifications on a scheduled basis (Weekly revocation reviews, biannual Cleanup)
• Provide reports, provisioning and approval evidence when requested by auditors and adhering to SOX compliance.
• PowerShell Script writing in order to automate repetitive tasks.
• Automating Weekly reports using PowerShell to assist in account cleanup efforts and stale object cleanup.
• Documenting Processes and work manuals.
• Researching and evaluating new solutions, products and technologies that enhance and improve services.
• Assessing process workflows and suggesting edits.
• Subject Matter Expert projects: - Office 365 License Management, Reporting and Automation - Adobe Creative Cloud Suite License Management, Reporting and Automation

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• Active Directory user management.
• Microsoft Exchange on premises users, contacts and groups management.
• Creating and managing user accounts in Office 365 admin center.
• Creating and managing user accounts in Airwatch MDM.
• Access management for Oracle E-business suite, APS, Demantra and Oracle UAT instances.
• Provisioning/de-provisioning of access for employees, consultants, and contractors.
• Answer incoming calls or requests to provide broad level of support to customers to identify, troubleshoot, and resolve access related issues.
• Adherence to established SLAs, established processes, security controls and corporate policies.
• Modify any existing access as requested through Service Now.
• Ensure requests contain proper approvals and reviewing completed requests for accuracy.
• Perform access re-certifications on a scheduled basis.
• Provide reports, provisioning and approval evidence when requested by auditors and adhering to SOX compliance.
• Performing modifications to the Service Catalog and ticketing workflows.
• Creating scripts to further advance automated provisioning/de-provisioning using Dataloader, Autohotkey and PowerShell.
• Maintaining the Knowledge Base to ensure all updated processes are documented.
• Researching and evaluating new solutions, products and technologies that enhance and improve services.
• Develop automation solutions using Microsoft Windows PowerShell, Autohotkey, Dataload and Robotic Process Automation.
• Setup training for the team to introduce them to new processes and provide coaching.
• Assessing process workflow and suggesting edits using Microsoft Visio.
• Coordinate with the Service Desk management team to bridge gaps in the process flow.
• ServiceNow team reporting and analytics. MSLA

* Organize and execute equipment moves according to business needs.
• Providing training on how to use a range of IT solutions including softphones desk phones VPN connections mobile devices and printers.
• Troubleshooting and diagnosing system issues opening and following up on IT tickets. Responsible for inventory management and combining reports for new equipment orders. Provide assistance over the phone for telecommuters using remote support tools (TeamViewer)
• Providing support for teleconferencing events training rooms and audiovisual support.
• Manage user account data in Active Directory
• Datacenter maintenance using guidance from the networking team.
• Process port activations and patch board management.
• Equipment replacement and data migration.
• Process development using Microsoft Visio to create work flow charts.
• VIP desk side support.

Used acquired knowledge to suggest, edit, and write in-depth Knowledgebase articles based on the KCS knowledge management style.
• Answering and assisting customer's phone calls supporting their IT needs while providing excellent customer service.
• Opening and following up on IT tickets (Service Now)
• Working and following up on Self Service tickets.
• Collaborate with other support teams to ensure issues are handled by the correct support group.
• Providing IT support over multiple support channels including: Voicemail, Email, Chat, Self Service tickets and phone calls.
• First line troubleshooting for different devices including: projectors, docking stations, laptops, desktops, thin clients, iPad, telepresence and smartphones.
• Troubleshooting and managing a wide range of software products including: Active Directory, HR software, Oracle business applications, Citrix, Remote Desktop connections, VPN, Web based VPN and proprietary software.
• Assisted and walked customers through backing up, factory resetting and restoring IOS devices using iTunes and iCloud while providing troubleshooting for network issues, iTunes connection errors, Microsoft exchange errors and connecting accessories.
• Worked on subject matter expert projects to shift left bringing knowledge to the service desk from other departments to boost First Call Resolution.
• Handled the role of FAST application subject matter expert assisting my team in identifying FAST issues and applying the proper troubleshooting processes to resolve FAST system issues.
• Assisted with interviewing and training new Service Desk Analysts.
• Provide coaching and mentorship to junior team members. Ellucian

(1-year 1 month) Cairo Governorate, Egypt
• Mainly providing support over email for Network administrators.
• Identifying critical issues and coordinating a timely resolution.
• Building an open channel for support between Cisco's engineering team and the client's networking department.
• Formatting and extracting information from the error logs provided by Cisco devices and opening IT tickets to be escalated to the correct assignment group.
• Follow up on tickets opened and organizing the delivery of resolution to the support engineer from the client's side.