NABILA NOUMEDEM
Lanham,MD
Summary
Results-driven Cloud Systems Administrator with over 8 years in enterprise IT support and secure user access management. Expertise in AWS IAM, Okta, Active Directory, Microsoft Entra ID, MFA, and SSO. Proven track record in resolving complex authentication issues and managing ServiceNow incidents while collaborating with technical teams to ensure secure IT operations.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Tier 2 Technical Support Specialist
Eduworks
12.2024 - Current
- Supported enterprise healthcare application users with secure access, authentication, application functionality, and tier 2 incident resolution.
- Resolved login failures, authorization errors, account setup issues, and application incidents; separated access-control issues from application defects.
- Managed identity lifecycle operations, including account provisioning, password resets, unlocks, and permissions troubleshooting, using Okta and Active Directory.
- Investigated MFA and SSO sign-in issues, restoring access while following identity verification and security procedures.
- Monitored and recorded incidents in ServiceNow related to identity and application systems, ensuring detailed evidence, escalation notes, and SLA-aligned follow-up.
- Reviewed application behavior and available logs to identify recurring authentication and system access issues.
- Partnered with developers and infrastructure specialists to escalate and resolve complex access and application failures.
- Prioritized security-sensitive access issues and service disruptions based on business impact and urgency.
- Supported identity and access management, including Microsoft Entra ID, Active Directory, and AWS IAM.
Customer Support Specialist (Tier ll)
Sparksoft Corporation
, MD
05.2023 - 12.2024
- Provided Tier 2 support for healthcare marketplace applications with emphasis on account access, sign-in issues, and enterprise application troubleshooting.
- Investigated failed logins and account configuration problems to resolve access disruptions for business users.
- Used Okta for identity and authentication support, including user access troubleshooting and account administration.
- Assisted with password resets, account recovery, and identity-verification workflows in accordance with established procedures.
- Documented incidents, access-related requests, and troubleshooting findings in CRM/ticketing systems.
- Analyzed recurring authentication and application issues to identify resolutions and recommend appropriate escalation routes.
- Coordinated with technical teams on escalated access, application, and system issues.
- Owned and resolved escalated cases, providing timely updates to affected users to ensure clear communication.
- Followed security controls, service desk procedures, and SLA requirements when handling user accounts.
- Supported users in a high-volume environment while maintaining accurate case records.
Tier II
D2 Soft Intelligence
, MD
04.2022 - 05.2023
- Managed and responded to technical support tickets.
- Troubleshot customer account issues, login problems, billing inquiries, service requests, and general application-related concerns.
- Assisted customers with account access, password-related issues, and navigation of customer-facing systems.
- Monitored suspicious login attempts, security alerts, and unauthorized access.
- Installed, configured, maintained, and troubleshot Linux and Windows servers.
- Monitored server performance, storage, memory, CPU utilization, and network connectivity.
- Performed software updates, security patches, and routine system maintenance.
- Collaborated with software engineers to maintain development, staging, and production environments
- Monitored enterprise applications, APIs, dashboards, and supporting services.
- Monitored scheduled backups and verified successful completion.
- Supported infrastructure-as-code using Terraform.
- Document recovery procedures and participate in recovery exercises.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Tier II (Contract)
TDB
01.2022 - 04.2022
- Resolved customer account issues, login problems, billing inquiries, service requests, and application-related concerns to enhance user experience.
- Assisted customers with account access, password-related issues, and navigation of customer-facing systems.
- Assisted customers with account management, order processing, policy renewals, and service inquiries to ensure seamless service delivery.
- Reviewed customer account issues and delivered accurate details on account status, service procedures, and transaction requests.
- Used CRM systems to record interactions, maintain customer files, and monitor unresolved requests.
- Resolved customer concerns through established procedures while maintaining professional communication and service quality standards.
- Fostered customer satisfaction by providing accurate communication, maintaining attention to detail, and ensuring timely follow-up on inquiries.
- Escalated complex issues to correct departments and submitted supporting documentation for efficient resolution.
- Onboarded and trained new customer service representatives on support procedures and system navigation.
Call Center Representative (Contract)
Codice
03.2021 - 12.2021
- Delivered high-volume inbound customer and technical support, handling an average of 45+ calls daily.
- Assisted users with account access, password resets, login failures, and general technical inquiries, ensuring timely resolution of issues.
- Guided users through troubleshooting procedures to restore access and resolve technical problems, enhancing user experience.
- Performed initial troubleshooting to identify customer-reported application and account-related issues.
- Documented customer issues, troubleshooting actions, and resolutions in customer support systems.
- Maintained call quality and customer satisfaction while efficiently managing consecutive customer interactions.
- Escalated complex incidents to Tier 2 support teams, providing complete technical details and troubleshooting history.
- Followed established security and customer verification procedures when assisting with account-related requests.
- Used CRM systems to document customer interactions, track service requests, and maintain accurate account records.
Customer Technical Support Specialist
MV Transportation (MetroAccess)
03.2019 - 03.2021
- Provided Tier 1 technical support for end users experiencing hardware, software, application, and peripheral device issues.
- Diagnosed desktop performance problems, software errors, device connectivity issues, and user configuration problems.
- Installed, configured, and troubleshot Windows-based systems, business applications, and workstation equipment.
- Managed user accounts, performed password resets, and provided access-related support to ensure seamless user experience.
- Supported hardware setup, peripheral configuration, and minor equipment repairs.
- Created and updated service tickets, documented troubleshooting procedures, and tracked technical issues to ensure timely resolution.
- Assisted users with application navigation and system functionality, explaining technical solutions in clear, understandable language.
- Escalated unresolved incidents to technical teams and facilitated follow-up troubleshooting to enhance issue resolution process.
Help Desk Specialist (Tier 1 & 2)
D2 Soft Intelligence
05.2016 - 03.2019
- Delivered Tier 1 and Tier 2 IT help desk support for more than 100 end users across multiple business units.
- Delivered technical assistance for Windows operating systems, Microsoft Office applications, desktop computers, network connectivity, and enterprise software, enhancing user productivity.
- Managed incident and service request queues, prioritizing technical problems according to urgency and business impact.
- Provided technical assistance through phone, email, and remote support channels.
- Diagnosed operating system errors, software installation failures, hardware malfunctions, and connectivity problems.
- Installed, configured, maintained, and troubleshot workstations, business applications, and peripheral devices.
- Administered Active Directory user accounts, including account creation, password resets, account unlocks, and access management support.
- Assisted with user provisioning, access permissions, and account maintenance in accordance with organizational procedures.
- Developed technical documentation, standard operating procedures, and troubleshooting guides to ensure consistent service delivery and support team efficiency.
- Coordinated with internal teams to resolve escalated technical incidents, reducing user downtime and improving overall service reliability.
Education
Certificate - Vulnerability Assessments
University of Maryland Global Campus
Adelphi , MD01-2025
Bachelor's Degree - Software Development & Security
University of Maryland
Skills
- Identity & Access Management (IAM)
- Microsoft Entra ID, Okta, Active Directory, user provisioning/deprovisioning, MFA, SSO, RBAC, account recovery, access reviews, least privilege
- Access management
- AWS Management Console, EC2, IAM users/groups/roles/policies, AWS Secrets Manager, Terraform infrastructure configuration, cloud access controls, production-readiness checks
- Cloud Platforms & Infrastructure
- Systems Administration
- Windows Server, Group Policy (GPO), Microsoft 365, Windows/Linux, remote troubleshooting, system and application configuration
- Security & Operations
- Authentication troubleshooting, secure session controls, incident investigation, audit evidence, ServiceNow ITSM, SLA management, root-cause analysis
- Incident documentation
- Incident escalation
- Incident classification
- Communication
- Bilingual English/French, cross-functional incident escalation, user guidance, knowledge-base documentation
- Engineering & Cloud Delivery
- AWS ECS/ECR exposure through NIRO, deployment verification, API integration, automated testing, security regression testing, technical documentation
- MFA management
- Identity lifecycle management
- SSO management
- Okta management
- Incident classification
Personal Information
Title: CLOUD SYSTEMS ADMINISTRATOR | IAM | Tier 2-3 Technical Support
Certification
- Certification:
- CompTIA Security+ (expired)
- Vulnerability Assessment Certificate
DETAILS
Bilingual: English / French
Timeline
Tier 2 Technical Support Specialist
Eduworks
12.2024 - Current
Customer Support Specialist (Tier ll)
Sparksoft Corporation
05.2023 - 12.2024
Tier II
D2 Soft Intelligence
04.2022 - 05.2023
Tier II (Contract)
TDB
01.2022 - 04.2022
Call Center Representative (Contract)
Codice
03.2021 - 12.2021
Customer Technical Support Specialist
MV Transportation (MetroAccess)
03.2019 - 03.2021
Help Desk Specialist (Tier 1 & 2)
D2 Soft Intelligence
05.2016 - 03.2019
Certificate - Vulnerability Assessments
University of Maryland Global Campus
Bachelor's Degree - Software Development & Security
University of Maryland