Vivienne Rubsamen
Alameda
Summary
Detail-oriented IT professional with helpdesk experience in end-user support, account access, and authentication workflows. Proficient in resolving access issues and managing user accounts while collaborating with cross-functional teams to ensure secure system access. Currently enhancing skills in Identity and Access Management (IAM) to drive improvements in access governance and provisioning automation.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Team Lead
Cooley LLP/Insight Global
Remote
12.2022 - Current
- Managed and resolved high-volume access-related tickets, including user provisioning, deprovisioning, password resets, and permission modifications across enterprise systems
- Administered Active Directory by creating and managing users and security groups, supporting role-based access control (RBAC) and least privilege principles
- Supported identity and authentication issues within Microsoft Entra ID (Azure AD), including MFA troubleshooting, account lockouts, and login failures
- Investigated and triaged IAM-related incidents, escalating complex access and identity issues to ensure timely resolution within SLA compliance
- Collaborated with cross-functional teams to enhance secure access protocols for internal applications and systems
- Contributed to onboarding and offboarding processes by ensuring timely account setup and deactivation across multiple platforms
- Developed and maintained internal documentation for access management processes, standardizing procedures and improving team consistency
- Trained and mentored new team members on access management workflows, ticket handling, and troubleshooting best practices
- Participated in internal audits and process reviews to ensure compliance with security and operational standards
IT Help Desk Technician
Sutter Health
Oakland
08.2022 - 12.2022
- Resolved hardware, software, and network connectivity issues to minimize operational disruptions
- Supported end-user environments by deploying, configuring, and decommissioning workstations in a healthcare setting
- Executed system imaging, device configuration, and secure workstation setup in accordance with organizational standards
- Facilitated user account setup and system access during onboarding to enhance new hire integration
Education
B.S. - Cybersecurity and Information Assurance
Western Governors University
SC-900 Certificate -
SC-300 Certificate -
ITIL 4 Foundations Certificate -
Skills
- Identity Lifecycle Management User Provisioning & Deprovisioning Access Control (RBAC) Active Directory Administration Microsoft Entra ID (Azure AD) MFA Troubleshooting Authentication Support ServiceNow Security & Compliance Awareness Ticket Management Documentation & Process Improvement
- Access management
- Active Directory administration
- Incident response
- Identity Governance
Websites
Certification
- SC-900 Certificate
- SC-300 Certificate
- ITIL 4 Foundations Certificate
Technology Proficiencies
ServiceNow, Outlook, Teams, Zoom, Proofpoint, Citrix, Windows App, AWS, Azure, Intune, iManage, Active Directory, LDAP, Okta, Microsoft Entra ID, SailPoint, Ping Identity, GDPR, HIPAA, PCI DSS
Timeline
Service Desk Team Lead
Cooley LLP/Insight Global
12.2022 - Current
IT Help Desk Technician
Sutter Health
08.2022 - 12.2022
B.S. - Cybersecurity and Information Assurance
Western Governors University