Ahamed Lisan Shaik

• Spearheaded the design and development of SailPoint IdentityIQ solution from inception, contributing to seamless identity and access management.
• Led an operations team in implementing SailPoint from scratch, ensuring alignment with business objectives and regulatory compliance.
• Collaborated with stakeholders to understand requirements and translated them into actionable SailPoint configurations.
• Conducted thorough testing, troubleshooting, and optimization to maximize the tool's efficiency and effectiveness.
• Provided comprehensive training to teams, enabling smooth adoption and utilization of SailPoint functionalities.
• Acted as a point of contact for technical issues, offering innovative solutions and maintaining system integrity.
• Architected and implemented Role-Based Access Control (RBAC) strategies within SailPoint, optimizing access management and ensuring adherence to security protocols.
• Integrated SailPoint with Active Directory, streamlining user provisioning and authentication processes for enhanced operational efficiency.
• Led the application onboarding process, designing and executing seamless integrations of various systems into SailPoint, resulting in a cohesive identity management ecosystem.
• Continuously improved SailPoint configurations, keeping pace with evolving industry best practices and security standards.

• Managed a suite of IAM tools including SailPoint IdentityIQ, File Access Manager, Security Transmit, and Okta, ensuring robust security measures and streamlined access management for the organization.
• Acted as the primary technical lead in deploying Security Transmit, File Access Manager, and Okta, overseeing the implementation process to enhance the organization's security posture and operational efficiency.
• Participated actively in Identity Management (MIM) meetings, troubleshooting critical applications to swiftly restore services within agreed Service Level Agreements (SLAs).
• Orchestrated the onboarding of applications onto SailPoint IdentityIQ, ensuring alignment with compliance requirements and bolstering the organization's adherence to regulatory standards.
• Led the deployment of critical production changes, meticulously following established change management processes to maintain system stability and reliability.
• Provided round-the-clock (24/7) on-call support for critical security tools, swiftly resolving incidents reported through ServiceNow to minimize operational disruptions.
• Tracked and managed project deliverables utilizing JIRA, ensuring timely completion and adherence to project timelines.
• Generated and delivered management reports to establish information security, audit compliance, and regulatory adherence, providing insights into the effectiveness of IAM implementations.
• Offered comprehensive technical support for end-user issues related to IAM tools, ensuring smooth functionality and addressing user concerns promptly.
• Managed identity provisioning encompassing service accounts, Functional IDs, Robotic IDs, and more, maintaining stringent security measures and access controls.
• Proficiently troubleshooted SailPoint IdentityIQ workflows, attestation processes, and provisioning issues, ensuring the seamless functioning of IAM workflows and access provisioning.

•Conducted comprehensive workshop sessions, gathering detailed business and technical requirements essential for integrating user entitlements into IAM Certification Tools (RSA Aveksa and CyberArk).
• Collaborated with the Development Team to meticulously document current and future state processes, ensuring a clear understanding of workflow transitions.
• Conducted Stakeholder Analysis to validate and align business requirements, ensuring that the integrated solutions met stakeholder needs effectively.
• Prepared extensive documentation including business requirement documents, functional design documents, process mapping documents, and design specifications, ensuring clarity and adherence to project goals.
• Facilitated the validation of business requirements with stakeholders, obtaining necessary sign-offs before handover to the development team.
• Acted as a crucial liaison between business users and the development team, providing technical guidance and solutions that aligned with user needs.
• Collaborated closely with the project manager on project planning, resource allocation, scheduling, cost estimation, and milestone tracking, reporting progress to the Project Steering Committee and other stakeholders.
• Organized and chaired regular status meetings, ensuring stakeholders were well-informed about project deliverables and timelines.
• Developed and implemented QA strategies, setting testing guidelines for the QA team and obtaining UAT sign-offs from business owners.
• Facilitated and coordinated process improvement initiatives based on user feedback, contributing to the continuous enhancement of IAM processes.
• Conducted application reconciliation utilizing various tools such as Excel VLOOKUP/Pivot Tables, ensuring accuracy and consistency in application data.

• Directed and managed a team of 35 Service Desk Agents, ensuring daily deliverables consistently met agreed Service Level Agreements (SLAs) and quality standards.
• Developed process models for current state procedures and collaborated with the Project Manager to define and implement enhancements, optimizing operational efficiency.
• Conducted thorough gap analyses between existing and future-state business processes, identifying roles, and opportunities for process improvement.
• Acted as Subject Matter Expert (SME) for products including Office 365, WebHosting, and Acronis BaaS, providing expertise and guidance to the team and stakeholders.
• Generated and presented reports on SLAs and Customer Satisfaction (CSAT) metrics, participating in daily calibration calls with clients, ensuring alignment with expectations.
• Engaged in a migration project transitioning Service Desk resources from Kayako to CRM Dynamics, ensuring a smooth transition and minimal operational disruption.
• Prepared synopses for daily escalations, serving as the Single Point of Contact for all business escalations from the client, addressing issues promptly and effectively.
• Developed comprehensive training plans, QA metrics forms, and Quality checklists to ensure ongoing client satisfaction and adherence to service standards.
• Managed the Knowledge Base, collaborating with content writers to enhance content based on feedback from Service Desk Agents, promoting continuous improvement.
• Acted as the Single Point of Contact for VIP Resellers, ensuring their requests were handled within defined SLAs, maintaining trackers for escalated cases.
• Prepared and delivered Quarterly and Weekly Business Reviews with the client, fostering transparency and alignment on performance and initiatives.
• Conducted regular meetings with clients to identify challenges, documented meeting minutes, and gathered feedback to address any identified roadblocks, ensuring continuous improvement.

• Managed and resolved technical issues for resellers and customers through multiple channels including phone, chat and email, ensuring swift and effective problem resolution.
• Administered and maintained Windows Server 2012 and Microsoft Exchange environments, ensuring their smooth operation and reliability.
• Provided assistance to partners for Active Directory password resets, ensuring seamless access management and security protocols.
• Assisted in the setup of various email clients such as Outlook 2010, 2013, 2016, Outlook Web App, and Lync, ensuring optimal functionality and user experience.
• Expertly troubleshooted issues related to Cisco WebEx, Spam Experts, McAfee SAAS, Acronis BAAS, and Cirius Messaging, resolving complexities and ensuring service continuity.
• Conducted thorough troubleshooting for Office 365, Nomadesk Enterprise Cloud Storage, and Trend Micro Applications diagnosing and resolving issues promptly.
• Offered guidance and training to Value Added Resellers (VARs) in setting up and configuring Blackberry, Android, iOS and Windows devices for various mail services, including IMAP, POP, MAPI, and Active Sync Exchange.
• Managed and troubleshooted Microsoft Remote Desktop, SSH, FTP, and DNS Services, ensuring seamless connectivity and functionality.
• Provided guidance and support to VARs on Automatic and Manual Server Backup, Email Spam, and Firewall Management Services, ensuring data security and integrity.
• Oversaw and managed Linux and Windows Operating Systems, ensuring their stability, security, and adherence to best practices in management.

• Collaborated with the sales team to articulate technical aspects of VoIP phone, cable, and DSL internet services, contributing to successful sales outcomes and building lasting client relationships.
• Diagnosed and resolved technical issues promptly, ensuring uninterrupted functionality of services and boosting customer satisfaction.
• Worked closely with diverse teams to streamline processes, fostering seamless communication and contributing to a cohesive work environment.
• Oversaw and optimized network performance, conducting proactive monitoring and implementing solutions to enhance reliability and scalability.
• Proactively identified opportunities for workflow enhancement and operational optimization, implementing automation tools and addressing bottlenecks for increased productivity.