Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keyondra Smith

Jonesboro,GA

Summary

Identity and Access Management (IAM) professional with 3+ years of experience supporting identity lifecycle management, user provisioning, and access governance across enterprise environments. Experienced working with Active Directory, Entra ID, and Exchange Online to manage onboarding, RBAC permissions, and access reviews. Proven ability to resolve high-volume IAM access requests, authenticate users, and support ticket-driven security operations while collaborating with cross-functional teams.

Overview

12
12
years of professional experience

Work History

Operational Support (User Access & Service Requests)

Independent Contractor
10.2023 - Current
  • Authenticate users before granting access to account information or profiles, following identity verification procedures.
  • Assist users with account access requests and service inquiries while following documented workflows.
  • Create and escalate support tickets for issues requiring technical investigation or system-level resolution.
  • Communicate with internal teams via Slack and ticketing systems to resolve service issues efficiently.
  • Maintain accurate documentation of user requests, authentication activity, and service outcomes.

IAM Team Lead I

AmeriSave Mortgage Corporation
05.2022 - 02.2023
  • Led a team of IAM analysts responsible for identity lifecycle management and access provisioning across enterprise systems.
  • Supported SSO and MFA administration across Entra ID, Office 365, and SaaS applications.
  • Oversaw onboarding, role changes, and offboarding processes to ensure appropriate access control.
  • Delivered weekly coaching and training to improve IAM ticket resolution times and process adherence.
  • Collaborated with IT and security teams to enforce access governance and authentication policies.

IAM Analyst

AmeriSave Mortgage Corporation
09.2020 - 05.2022
  • Managed the full identity lifecycle across Active Directory, Entra ID, and enterprise applications.
  • Resolved 100+ weekly IAM access requests and provisioning tickets while maintaining strict SLA adherence.
  • Performed quarterly access reviews and entitlement audits supporting security and compliance initiatives.
  • Assisted with onboarding and offboarding processes ensuring timely provisioning and de-provisioning of user accounts.
  • Created documentation and refined IAM standard operating procedures (SOPs).

Technical Field Operator

Tech Mahindra / Insight Global
07.2017 - 09.2020
  • Captured geolocation data to ensure mapping accuracy.
  • Identified anomalies and reported issues to QA and engineering teams.
  • Performed equipment checks to maintain operational uptime.

IOS Tier 1 Advisor

Teleperformance USA
08.2016 - 02.2017
  • Provided Tier 1 technical support for Apple devices and services.
  • Assisted users with device setup, account recovery, and troubleshooting.
  • Escalated complex technical issues to Tier 2 support teams.

IT Project Coordinator

UST Global
02.2014 - 03.2016
  • Coordinated IT initiatives supporting infrastructure deployments.
  • Tracked project timelines and risks using MS Project, Smartsheet, and Clarity PPM.
  • Facilitated communication between technical and business stakeholders.

Education

Bachelor of Science - Business Administration And Management

American Public University
Charles Town, WV
12-2014

Skills

  • Identity & Access Management
  • IAM
  • Identity Lifecycle Management
  • User Provisioning
  • Access Requests
  • RBAC
  • Access Reviews
  • SSO
  • MFA
  • SAML
  • OAuth
  • OpenID Connect
  • Active Directory
  • Entra ID (Azure AD)
  • SailPoint IdentityIQ
  • Okta
  • Jira
  • Confluence
  • Slack
  • Microsoft Teams
  • ConnectWise
  • LogMeIn
  • Goverlan
  • Ticket Triage
  • Identity Verification
  • Technical Troubleshooting
  • Documentation
  • Onboarding/Offboarding

Timeline

Operational Support (User Access & Service Requests)

Independent Contractor
10.2023 - Current

IAM Team Lead I

AmeriSave Mortgage Corporation
05.2022 - 02.2023

IAM Analyst

AmeriSave Mortgage Corporation
09.2020 - 05.2022

Technical Field Operator

Tech Mahindra / Insight Global
07.2017 - 09.2020

IOS Tier 1 Advisor

Teleperformance USA
08.2016 - 02.2017

IT Project Coordinator

UST Global
02.2014 - 03.2016

Bachelor of Science - Business Administration And Management

American Public University

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Keyondra Smith