Neena Nicholas

• Led end-to-end support in onboarding applications to Azure AD - Cloud IAM platform providing centralized point of access control for cloud and SaaS applications, facilitating authentication, single sign-on and access provisioning capabilities for internal users.
• Conducts thorough testing and validation of the Azure AD onboarding process in DEV and SAI lower environments before deploying changes to the production environment.
• Significantly enhanced the major onboarding process through the development of comprehensive process documentation, leading to the consistent delivery of professional services within key performance indicators (KPIs)
• Led a pivotal initiative to automate and standardize the major IAM application onboarding trackers and the IAM Onboarding portal, transitioning from SharePoint Excel to the ServiceNow platform. This strategic move established a centralized hub for all IAM services, significantly reducing manual labor hours and enhancing operational efficiency.
• Proactively identified and mitigated risks associated with people's logical access to applications, processes, and aging technology, ensuring the integrity and security of system access and data protection
• Effectively led team members through coaching, mentoring, and performance evaluations, while also facilitating both one to one and team Scrum meetings. Ensured equitable distribution of project work schedules for project and support coverage. Assigned work activities, project deliverables, product training, troubleshooting, and research assignments to optimize team performance and project outcomes.
• Actively defined and collected key performance metrics and SLAs, while playing a crucial role in stakeholder meetings. Engaged as a prominent presenter at town halls and all-hands meetings, effectively communicating progress and strategic insights.
• Orchestrated the seamless onboarding of applications into SailPoint IIQ - enterprise access management tool through active directory groups and feeds for user attestations.
• Demonstrated proficiency in creating IT and Business Roles using the CSV loader, ensuring efficient role management processes.
• Works with application teams to define SOD Policies, validate and configure.
• Provided comprehensive assistance in new solution design from an IAM perspective, ensuring robust identity and access management frameworks.
• Collaborated with teams to leverage enterprise IAM solutions for authentication, authorization, user access attestations, and privilege access management.
• Possessed a deep understanding of all IAM capabilities, including user authentication and EIAM federated patterns (SAML/OAuth/PKCE).
• Engaged with internal project teams through the Intake process called Athena, delivering expert recommendations for federated authentication patterns during solution design.
• Leveraged strong analytical and problem-solving skills developed through extensive business and client-serving experience.
• Exhibited excellent listening and communication skills, effectively conveying requirements for new projects and enhancements.
• Demonstrated exceptional organizational abilities by setting priorities, meeting deadlines, and ensuring efficient project execution.
• Proficiently handled JIRA tickets and utilized ServiceNow for efficient task management.
• Thrived under pressure in a fast-paced environment, consistently delivering high productivity and achieving team goals.
• Provided leadership, insight, and mentoring to newly hired employees, sharing knowledge of various company programs.
• Planned and facilitated team meetings to review business results and communicate new and ongoing priorities.
• Actively engaged with IAM Analytics team to collaborate on onboarding metrics and calculations, effectively showcasing onboarding progress to senior management.
• Collaborated closely with project managers on scoping projects, gathering requirements, and implementing effective change management processes to ensure project success and alignment with objectives.
• Collaborated closely with the manager on an automation project to integrate all IAM onboarding tracking tables into a centralized service, including creating a data dictionary, attending meetings, and providing support to the ServiceNow team for the development of an efficient onboarding portal.
• Manages the SharePoint internal tracker for onboarding activities, ensuring accurate tracking of onboarding works, and implementing modifications and formulas for automation and improved efficiency.
• Subject Matter Expert (SME) in the IAM domain, providing expertise and guidance during the application solution intake process, particularly in the Athena Solution design assistance.
• Led the certification process for new solutions, employing a well-structured approach encompassing artifact quality review, architecture blueprint review, and the final certification stage.
• Ensured adherence to IAM best practices, standards, and security requirements, conducting thorough assessments of solution artifacts, identifying potential risks, and offering appropriate recommendations to optimize IAM implementation.
• NGGDS (Next-Generation Global Directory Service) Enterprise Directory Service Onboarding activities for consumer applications across DEV, SAI, and Production environments.
• Oversaw the seamless integration of consumer applications by leveraging direct LDAP Application and File Extract Application methods, ensuring efficient and secure user directory synchronization.
• Implemented standardized procedures and protocols to facilitate the onboarding process, ensuring consistent and reliable directory service integration for consumer applications in various environments.
• Proficiently utilized MSSQL queries to run comprehensive reports on user information, entitlements, Segregation of Duties (SOD), and IT roles.
• Leveraged SQL querying skills to extract relevant data from the IAM system's database, allowing for in-depth analysis and reporting on access and identity management.
• Generated reports to support compliance audits, access reviews, and overall monitoring of IAM-related activities, ensuring adherence to security policies and regulatory requirements.

• Responsible for project deliverables, prioritizing actions, overcome obstacles that arise through the implementation of projects, assist team members in resolving issues.
• Being part of the Identity access services projects expanded the scope on access certification for Identity IQ attestation tool.
• Onboarded numerous number of applications into IIQ which are SOX sensitive, HVA.
• Active member in infrastructure onboarding components - Servers, databases.
• Troubleshooting of feedfiles sent to Sailpoint IIQ feedhub, resolving the errors, coordination of testing files, configuring endpoints.
• Hands-on experience in UAT, pre-production and production SailPoint IIQ environments.
• Scrum master role in daily scrum meetings, active in JIRA plannings for each scrum, responsible to manage scrum board.
• Working with different internal application teams during the entering application onboarding process.
• Scheduling weekly touch points with different teams, project milestone meetings, deadlines.
• Developed and managed project plans while providing status updates to management.
• Worked in annual enterprise wide access campaigns, managerial certification, weekly access review for all workers with transfer event, termination reviews and overall employee lifecycle events.
• Execution of IIQ post implementation verification (PIV) for each application.
• Identifying the authentication/authorization methods, onboarding active directory security groups into IIQ.
• Completing different onboarding templates, validation and verification of data pre/post implementation.
• Creating, modifying, Updating different trackers, updating online portal with application onboarding status.
• Actively monitor stale applications, feedfiles, meeting with teams to resolve issues.
• Creating, modifying, Updating different trackers, updating online portal with application onboarding status.
• Collaborating with cross functional teams, attending meetings, implementing new work enhancements.
• Demonstrated leadership by making improvements to work processes and helping to train others.

• Conducted interviews with the application teams to on-board applications SailPoint – Identity IQ
• Worked closely with different application team during the entire application onboarding process
• Responsible for tracking the entitlements and SOD violations for applications to be onboarded onto SailPoint.
• central point of contact for onboarding co-ordination and manages harmonized and risk-oriented onboarding process focusing on Application Access, Data Access, Business Access, and Infrastructure Access.
• Documentation on IAM process and recertification of process documents
• Documented detailed process flows for the application onboarding to SailPoint & CyberArk
• Responsible for gathering and documenting entitlement and job roles, SOD violations, SOX Narratives, list of Notifications, and list of reports for application onboarding.
• Involved in brainstorm sessions to automate processes and reduce application on boarding timelines.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Uses superior customer service, troubleshooting,and questioning skills to diagnose and resolve problems in a courteous and timely manner.
• Monitors outstanding issues by preparing and distributing the “open call” report.
• Provides suggestions on the resolution of open issues and keeps the client informed of progress.
• Makes a judgment as to the tier of client support needed and refers the issue to the appropriate
  area for immediate resolution.
• Keeps other technology staff members informed of systems issues and trends noticed.
• Ensures that all information is accurate and current.
• Logs all business partners and technology services call.
• Follow our security verification process to ensure safety and security data and access in our environment
• Keeps abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications.
• Monitors computer hardware, software and environmental factors impacting the performance of the systems. Reports problems according to defined procedures.
• Participates in moving and installing technology Services equipment and software.
• Participate in troubleshooting efforts with support personnel on factors impacting production systems.

• Level II Support to over 4000 employees by creating service requests in the Staffware Help-desk Ticketing System and then working on those tickets for resolution.
• Handling customer issues by phone and providing quick resolutions over telephone.
• Provide Active Directory support to end users like password resets, security policy update and ensuring the proper AD sync and troubleshooting in case of sync issues.
• Helping users with desktop/laptop hardware and software issues using remote access tools like LogMeIn Rescue, Bomgar, Centrastage, U1traVNC Viewer.
• Maintains and supports Windows Operating Systems (Windows 7, 8, 8.1, 10 clients and 2003, 2008, 2012 server environments) and associated server hardware, software ensuring optimum system integrity, security, backup and performance.
• Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
• Managing and maintaining company telecom needs using Avaya Site Administration, familiar with Avaya Agent desktop, Call recording, Voicemail administration.
• Developed Chatbot using LUIS (Language Understanding) for employees in the organization.
• Troubleshoot any Windows desktop/server issues, find fixes, document the same for future use and circulate the information among the teammates.
• Played an active role in the planning and implementation of project tasks such as enablement of Multifactor Authentication (MFA), Bitlocker encryption, Symantec version upgrade.
• Maintaining the company IT security using Symantec Endpoint Protection.
• Involved in planning and development, testing and deployment of all network and system services
• Troubleshoot and resolve network devices and server issues and monitor to ensure they are running at expected levels of functionality.