Resume

Identity and access operations across 30+ higher education institutions - diagnosing hybrid AD/Entra ID sync failures, MFA lockouts, and multi-platform provisioning issues in FERPA-compliant environments.

• Resolved 200+ monthly identity and access incidents across 30+ institutions via ServiceNow, maintaining 4.33–5.0 CSAT scores
• Provisioned and managed user accounts in Okta, OneLogin, Entra ID, and on-premises Active Directory for faculty, staff, and students
• Diagnosed hybrid identity edge cases where Entra-to-AD sync windows combined with VPN dependency caused misdiagnosed authentication failures
• Maintained 97–108% documentation accuracy across all ServiceNow incidents, enabling pattern identification and preventive action
• Supported Canvas, Brightspace, and Ellucian ERP systems (Banner, Colleague, Argos) ensuring FERPA-compliant access

Account administration and user access by phone and email. Password resets, account lockouts, and complex questions resolved efficiently.

• Exceeded quality and handle time targets
• CSAT score of 100
• 50 problems solved per week

Member inquiries about accounts and operations. Password resets, access granting, and registration processing.

• Most improved accolade, October 2023
• Assisted colleagues through difficulties
• Performance incentives for six months running

150+ monthly pharmacy authorization cases under HIPAA-governed workflows - in-network pharmacies, medication coverage, and benefits verification.

• Delivered 96.6% first-call resolution rate and reduced average handle time by 2 minutes
• Maintained strict HIPAA compliance across all member interactions and case documentation
• Recognized for resolving out-of-scope issues that prevented unnecessary escalations

Medical insurance inquiries. Recognized by management for going above and beyond.

• Used Salesforce CRM while maintaining HIPAA compliance
• Built client relationships through well-researched solutions