Kiran Maturi
Waterloo,ON
Summary
Accomplished IT professional with 7+ years of experience providing frontline help desk, technical support, and system administration in enterprise settings. Proven ability to troubleshoot complex issues, maintain system reliability, and deliver exceptional customer service aligned with patient- and staff-centred values. Skilled in Active Directory, Azure AD, ServiceNow, Microsoft 365, Citrix VPN, and Global Protect, ensuring secure, efficient, and dependable access for all users.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Analyst
Canada Life
02.2021 - 07.2024
- Streamlined ticket lifecycle resolution by delivering on-site and remote support across Windows OS, macOS, Microsoft 365, and endpoint hardware like laptops, desktops, iPhones, Android, and tablets with multitasking and problem-solving abilities.
- Provided Tier 1/2 help desk support via ServiceNow for 3,000+ users, resolving application, access, and network issues within SLA.
- Diagnosed hardware and software issues, supporting Windows, Mac, and mobile platforms with a 98% satisfaction rate.
- Troubleshot VPN and network connectivity (Citrix, Global Protect), ensuring secure, reliable access for remote staff.
- Partnered with cybersecurity teams to implement MFA and SSO solutions, enhancing access control and compliance.
- Resolved 100% of ServiceNow ticket requests within SLAs, prioritizing high-severity incidents and providing tier 3 support for access issues across Active Directory, Azure AD, and M365 platforms, showcasing attention to detail and organizational skills.
- Administered Active Directory and Azure AD accounts, ensuring accurate onboarding/offboarding and secure permission assignments.
- Supported data centre operations by monitoring system availability, executing backups/restores, and assisting with scheduled maintenance and system patching.
- Developed IT documentation, guides, and knowledgebase resources for centralized services, VPN, and networking fundamentals, reducing repetitive service desk inquiries and enabling faster multi-tier support resolution.
- Handled Active Directory tasks like creating user accounts, managing group policies, and updating settings to ensure secure and smooth access for everyone.
- Maintained comprehensive IT documentation and reports, following ITIL v4 best practices to enhance service delivery, incident management, and time management efficiency.
Technical Support Analyst
Cineplex Digital Media
10.2019 - 09.2020
- Elevated account accuracy by ensuring compliance with ITIL best practices and IT Service Management standards by onboarding and offboarding through Azure AD identity management, M365 Admin experience, and Intune endpoint management tools.
- Progressed incident resolution through technical support, remote troubleshooting, and system diagnostics across Windows OS, macOS, Microsoft 365, and Adobe products on laptops, desktops, iPhones, Android, and tablets, using IT ticketing systems.
- Cut recurring issues by performing software and hardware troubleshooting, and root cause analysis, providing help desk support, desktop support, and incident resolution for end-user devices and endpoint hardware in a 24/7 on-call support rotation.
- Delivered responsive desktop and help desk support for 1,000+ users, addressing O365, hardware, and connectivity issues.
- Managed hardware inventory and procurement, ensuring timely replacements and asset accuracy.
- Shortened downtime by providing end-user technical support for Microsoft Windows, Office, and 365, promptly resolving software, hardware, and printer-related incidents while adhering to compliance standards and organizational policies.
- Heightened operational efficiency through the setup of new accounts and workstations, timely management of account deletions, and consistent integration of industry best practices across identity and access management processes.
- Intensified service quality by delivering first and second-tier troubleshooting, application support, and problem resolution aligned with standard incident management practices, ensuring restoration of normal business operations with minimal disruption.
Identity and Access Management Analyst
Ashland Inc
01.2011 - 07.2019
- Increased compliance by managing lifecycle processes of 9k+ employees, contractors, and third-party users in SailPoint IdentityIQ, ensuring accurate provisioning, de-provisioning, and modification of access rights aligned with Role-Based Access Control policies.
- Reduced manual effort by automating user lifecycle management with SailPoint IdentityIQ, streamlining provisioning and de-provisioning, and maintaining access governance across Active Directory, Azure, SAP, Salesforce, and enterprise applications.
- Improved security posture by administering user accounts in Active Directory, Azure AD, LDAP, Unix, Oracle, and manually provisioned systems while implementing effective role-based access control for entitlements and access risk management.
- Strengthened authentication processes by overseeing password management, Single Sign-On, and identity lifecycle monitoring while collaborating with IT teams to ensure access control compliance and effective integration across IAM platforms.
- Raised audit readiness by generating monthly and annual attestations validating People and non-people IDs, ensuring access permissions matched business requirements and adhered to internal governance frameworks.
- Intensified IAM platform stability by integrating SailPoint tools with IT systems and applications, improving synchronization and providing secure access provisioning while ensuring seamless operation between on-premises and cloud environments.
- Refined reporting accuracy by administering SQL database user access and running SQL queries to generate reliable reports supporting compliance checks and business decision-making processes.
- Optimized IT service delivery by applying ITIL framework practices to strengthen incident resolution, improve collaboration between IT and business teams, and support role-based access governance with consistent operational efficiency.
Education
Bachelor - Computer Science
Andhra University
IndiaSkills
- Operating Systems & Platforms: Windows OS macOS Unix
- Productivity & Collaboration Tools: Microsoft 365 (SharePoint, OneDrive, Teams, Exchange) Adobe products Jira Dynamics 365 ServiceNow
- Endpoint Hardware & Device Management: Laptops Desktops Tablets iPhone Android Intune JAMF Endpoint platforms
- Identity & Access Management: SailPoint IdentityIQ Active Directory (AD) Azure AD LDAP OKTA CyberArk BeyondTrust SSO MFA Privileged Access Management (PAM) Role-Based Access Control (RBAC)
- Scripting & Automation: PowerShell Python Bash
- Networking & Infrastructure: Networking Fundamentals VPN ZTNA AV Systems Events & Conference Support
- IT Service Management: ITIL v4 Foundation IT Service Management (ITSM) Incident Management Processes Ticket Lifecycle Management
Certification
- Certified ITIL V4
- CyberArk Certification @Trustee
- Reliability Status Security Clearance (Federal Government)
- CompTIA A+ Certified
Timeline
IT Analyst
Canada Life
02.2021 - 07.2024
Technical Support Analyst
Cineplex Digital Media
10.2019 - 09.2020
Identity and Access Management Analyst
Ashland Inc
01.2011 - 07.2019
Bachelor - Computer Science
Andhra University