Nav Sharma

SailPoint IdentityIQ/BeyondTrust

• Administered and maintained SailPoint IdentityIQ for enterprise-wide identity governance.
• Resolved technical issues and performed upgrades on IdentityIQ.
• Facilitated seamless execution of certification campaigns to maintain compliance.
• Delivered technical assistance and solutions for SailPoint IQ users and stakeholders.
• Facilitated seamless integration of roles.
• Streamlined oversight of aggregation tasks by implementing effective schedules.

IBM Security Access Manager(ISAM)

• Ensured functionality and security of ISAM and ISIM across the organization.
• Executed configuration, upgrade processes and system troubleshooting for ISAM.
• Collaborated with clients to identify requirements and implemented solutions using ISAM.
• Minimized service interruptions for ISAM-centric operations through efficient issue resolution.
• Analyze error logs using Devo application.
• Ensured ISAM stayed updated with latest fix packs.
• Managed ISAM URL certificates by renewing them and delivering regular progress reports.
• Work with product support teams to provide solutions for issues requiring their expertise.
• Facilitated issue resolution through active engagement with the PMR team.

• Facilitated the organization and success of strategic IT efforts.
• Designed dashboards for performance metric analysis.
• Analyzed ticket patterns and volumes to uncover operational improvement opportunities.
• Optimized improvement plans based on comprehensive data analysis.
• Supported teams in achieving their KPIs.
• Minimized backlog of aging tickets in queue.
• Streamlined procedures leveraging Agile and Lean principles.
• Conducted audits on regular business activities to ensure compliance.
• Collaborated with SMEs and diverse teams to identify automation opportunities.
• Conducted root cause analysis to investigate the source of problems in production issues.
• Delivered root cause analysis findings at problem management meetings.

• Reviewed call logs, shared insights for improvement.
• Mentoring teams to achieve quick and effective resolutions.
• Aided teams in creating impactful sales pitches.
• Analyzed CSAT scores and feedback to identify key issues which resulted in CSAT improvement
• Reduced customer escalations by upholding compliance standards.