Kellie Anderson
New Castle,PA
Summary
Experienced Identity and Access Management (IAM) administrator with over 10 years of dedicated service to the US Office of Personnel Management. Demonstrates a strong ability to thrive in high-pressure environments while swiftly adapting to evolving challenges. Expertise includes seamless integration of technical acumen with exceptional customer service skills, resulting in enhanced client satisfaction and improved operational efficiency. Recognized for a proactive approach to problem-solving and a keen eye for detail in managing complex IAM systems.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IAM Technical Administrator, OPM Help Desk
22nd Century Technologies
10.2022 - 05.2025
- Provisioned user accounts and mailboxes for new employees utilizing Active Directory, Microsoft 365, Azure/Entra ID.
- Ensured timely decommissioning of accounts upon user termination or role change.
- Coordinated with team to maintain compliance with all SLAs alongside company and government policies and procedures.
- Granted file and folder permissions on shared drives to ensure secure access to sensitive data.
- Developed and maintained Standard Operating Procedures (SOPs) for Identity & Access Management team.
- Documented work logs with clarity and professionalism in BMC Helix (Remedy) ticketing system.
- Engaged with different teams to resolve customer concerns in a timely manner.
- Ensured customer satisfaction using phone, Microsoft Teams, and email by leveraging predefined SOPs obtained from Knowledge Base.
IAM Technical Administrator, OPM Help Desk
Tundra Federal
10.2018 - 10.2022
- Facilitated team adherence to Service Level Agreements (SLA) by promptly addressing assigned IT incidents and requests.
- Performed audits on inactive users, removing access when necessary to enhance security.
- Established shared mailboxes and Teams for improved communication within organizations.
- Worked independently as a remote employee to meet productivity goals.
- Streamlined technical processes for improved efficiency and reduced downtime.
- Collaborated with cross-functional teams to develop and implement IT solutions in line with organizational goals.
- Managed onboarding and offboarding of employees.
IAM Technical Administrator, OPM Help Desk
Global Support Services
12.2010 - 09.2018
- Ensured compliance with all standards established by OPM.
- Facilitated training for new technicians to enhance team capabilities.
- Demonstrated strong attention to detail by accurately creating user accounts.
- Accurately documented all relevant information in ticketing system.
- Streamlined technical support processes, enhancing response time and user satisfaction.
Education
Bachelor of Science -
Penn State University
Erie, PASkills
- User account management in Active Directory
- Entra ID administration
- BMC Helix ticketing expertise
- ITIL best practices knowledge
- Identity management
- SOP development
- SLA management
- Strong focus on accuracy
- Analytical problem solving
- Prioritization and scheduling
- Clear and concise communication
- Technical expertise
- Technical troubleshooting skills
Certification
- Microsoft 365 Certified: Fundamentals (MS-900)
Clearance
- I have maintained a clearance status appropriate for government (OPM) contract work for over 15 years, with favorable adjudication for Tier 5 level background investigation.
Timeline
IAM Technical Administrator, OPM Help Desk
22nd Century Technologies
10.2022 - 05.2025
IAM Technical Administrator, OPM Help Desk
Tundra Federal
10.2018 - 10.2022
IAM Technical Administrator, OPM Help Desk
Global Support Services
12.2010 - 09.2018
Bachelor of Science -
Penn State University