Guy Procope

Leading end-to-end support and strategic management of enterprise Identity and Access Management (IAM) systems, ensuring robust security, compliance, and operational efficiency across all organizational platforms. Assisting with API testing, identifier assignments, and validation initiatives using SoapUI, overseeing quality assurance for identity federation and web service integrations, reducing errors, and improving service reliability. Spearheading projects for the deployment and optimization of RadiantLogic GLIDE federation solutions, enhancing data integration, centralizing identity data, and strengthening access governance. Worked with and tested complex graph data models with Neo4j to support access analytics, identity relationship mappings, and security policy enforcement, providing insights for executive decision-making. Overseeing database architecture and queries utilizing MySQL Workbench and Squirrel SQL, ensuring high availability, data integrity, and performance for critical IAM data repositories. Actioned Linux server administration through PuTTY, automating deployment pipelines, and troubleshooting, which increased system uptime and reduced incident resolution times.

Collaborated with cloud architects to leverage Azure for enterprise identity management, leading conversion efforts, addressing remediation issues, and integrating Azure AD with on-premises systems. Coordinated with cross-functional teams supporting Tuebora, PeopleSoft, Workday and SailPoint driving automation initiatives and ensuring compliance with internal and external regulations. Applied governance best practices using SailPoint, improving access certification processes and lifecycle management, and leading periodic security audits and compliance reviews. Leveraged Beyondtrust for comprehensive security analysis and audit reporting, delivering actionable insights to senior leadership and ensuring audit readiness.

Mentored, trained, and led support teams for troubleshooting, system updates, and incident management, fostering a culture of continuous improvement. Developed strategic roadmaps for IAM technology enhancements, aligning security policies with organizational goals for scalable and resilient identity infrastructure. Serving as a key liaison between technical teams and executive stakeholders, translating complex IAM concepts into clear strategies and operational plans.

Performed Operational Tasks for Radiant Logic GLIDE, including Aetna ID assignments, Aetna ID lookups, CVS identifier assignments, GLIDE data updates, GLIDE duplicate record deletion, viewing and troubleshooting replication issues between GLIDE and the GLIDE MySQL database as well as the GLIDE MySQL database and the AEIRS-IDS database in support of AccessNow and other systems that rely on the GLIDE or AEIRS-IDS databases. Supported and provided feedback for Helpdesk Agents, Team Members, Customers and Leadership on specifics related to questions for clients. Shared weekly updates with Leadership via the Kanban Software & Project Management Tool.

Handled ServiceNow ticket escalations from Directors, Human Resources Representatives and Project Managers. Provided technicians direct feedback after ticket resolution. Served as a point of contact for project team escalations. Daily Operational Tasks and Support Triage responsibilities also included but were not limited to addressing issues with A/N-ID Issues Listings, Lost CVS Identifiers, CVS Termination Reports, missing (blank) HR Status fields and Overnight Operations Related Emails sent by clients. • Expedited SQL Database Reports as instructed by Leadership.

Led efforts in the creation, editing, and migration of network accounts across U.S. regional offices, ensuring seamless transitions aligned with organizational objectives. Managed and prioritized multiple projects, service requests, and incident resolutions within demanding timelines, demonstrating strong organizational and time-management skills. Utilized the ServiceNow Ticketing System and a Microsoft Teams Escalation Board to track and document progress, ensuring transparency and accountability.

Applied foundational troubleshooting expertise in networking and computer systems to resolve issues efficiently while maintaining a high standard of customer service. Coordinated the "Lift and Shift" process for over 3,000 accounts across various retail brands, demonstrating meticulous attention to detail and follow-through. Maintained proactive communication with stakeholders through tracing requests and follow-up, fostering collaborative relationships and ensuring client satisfaction.

Directed provisioning support through ServiceNow Ticket Management, ensuring efficient resolution of user requests while adhering to the principles of least privilege security methodology. Demonstrated expertise in managing security rights, permissions, and groups within complex environments utilizing Active Directory, Hyena, and Office365. Led basic troubleshooting efforts for networking and computer systems, multitasking effectively in fast-paced settings to deliver exceptional customer service. Operated within a sophisticated access hierarchy that involved pre-defined, inherited relationships across domains, business processes, security groups, roles, and policies.

Managed and controlled system and information access through predefined job roles across multiple applications, including Atlassian Jira, Confluence, Bamboo, Okta, GitHub, Tableau, NAV, SO99, Smartsheet, WebEx, AWS, Oracle CRM, CMS, and ERP systems. Executed bulk import and creation of Active Directory user accounts via PowerShell from CSV files, streamlining onboarding processes. Conducted scheduled audits of tickets to ensure compliance with organizational standards and regulatory requirements, providing insights and recommendations to leadership for continuous improvement.

Supervised a team of four or more User Access Administration professionals, providing strategic leadership and ensuring operational excellence. Managed Active Directory across multiple global domains, overseeing the access and maintenance of over 65,000 users to support international organizational needs. Directed software and access management for critical systems including AS400, CrunchTime, AMOS, ESSBase, Invoice Messaging System (IMS), VIP VPN, and other enterprise applications. Led the development, update, and enforcement of Standard Operating Procedures and training documentation to promote consistency, compliance, and continuous learning within the team.

Organized and analyzed team work logs to uphold quality assurance standards and achieve service level agreement (SLA) targets, driving process improvements. Delivered comprehensive reports and insights to Managers and Directors regarding action plans, incident trends, and operational efficiencies. Implemented innovative management techniques and streamlined incident handling processes, utilizing Remedy’s web-based incident management system to enhance overall team productivity and responsiveness.

Led the monitoring and ongoing maintenance of computer systems, mobile device inventory, and support queues, providing expert technical support and ensuring seamless operational performance. Served as an escalation point for Level One Technicians, driving the resolution of complex issues including document lockouts, password conflicts, security vulnerabilities, email problems, application integrity checks, OS migrations to Windows 10, and device deployments via MobileIron. Acted as a backup to the Helpdesk Manager for time-sensitive and high-priority matters reported by Owners, Chief Information Officers, Vice Presidents, Managers, and Executives, ensuring prompt resolution and customer satisfaction. Oversaw system firmware and software revisions, collaborating with vendors to facilitate support activities and implement updates.

Developed and tested new system and application deployment plans to maintain operational reliability, while establishing best practices for system integration. Led training sessions for technical and administrative staff to ensure effective use of new hardware and software solutions. Performed additional responsibilities as assigned, demonstrating adaptability and proactive leadership in managing organizational IT needs.