Profileimage by Nathersha Shahulhameed IAM Analyst | CIAM | ITIL | ITSM | SOC | NSE 1&2 | Cyber Security from

Nathersha Shahulhameed


Last update: 16.12.2021

IAM Analyst | CIAM | ITIL | ITSM | SOC | NSE 1&2 | Cyber Security

Graduation: M.Sc. Cyber Forensics & Information Security
Hourly-/Daily rates: show
Languages: English (Full Professional)


Nathersha S.pdf


Skills:   Identity & Access Management (IAM) • Privileged Access Management (PAM) • IT 
Security • IT Service Management • RBAC • Active Directory • Single Sign-On • Information Security • Cloud 
• Database Management • CIAM • Technical Support • Leadership • Interpersonal skills.

Tools:   BMC Remedy, Service now, Service Line Express, SailPoint IIQ, GBM Console, JIRA, Service Desk Plus, AD Manager Plus, Desktop Central, Sentinel One, Team Head Quarters.

Project history

05/2021 - Present
User Access Administrator
Vanguard Logistics (1000-5000 employees)
Transport and Logistics
Managing overall IT infrastructure as a Global User Admin, providing user access for all the employees, clients, vendors (external & internal), 3rd party accounts, and managing all their application access. • Providing VPN access, involved in change requests, incidents, mailbox monitoring, and resolving access issues of the customers. Managing Joiner, Mover, Leaver process. Off-boarding employees by removing all the access they have and providing the Sign-Off for the employee exit process. • RACF, User & mailbox account creation and managing the Onboarding process of the user from scratch, with providing least privilege access to do designated work. Manual auditing of provisioned access. • Coordinating with App team to analyze the requirements and accordingly perform Implementation. Responsible for remediating unnecessary user access to the various applications by creating user access reviews. Creating review definitions and generating reviews as per the application owner s requirement. • Managing the lifecycle of user identities and accesses. Segregating the applications for Privileged, NonPrivileged access reviews, Creating SOD rules and designing the custom workflow for the remediation process. • Design and configure reports and dashboards required to support business needs. Assist internal users to resolve support issues directly or as escalated by other team members.

11/2020 - 03/2021
Technical Support Engineer
Zoho Corporation
* Providing technical support for international customers for an ITSM request management application
over mail, call, and remote session whenever required and assisting in the integration of the application.
* Assisting installation and implementation of the product and configuring as per user requirements.
Maintaining and migrating the application databases for the customers. (MSSQL, PGSQL). Analyze,
investigate & resolve bugs and technical issues faced by our merchants, partners and customers.
* Communicate with end customers & merchants on technical issues over phone calls and get on remote
sessions to solve their issues on time. Identify, scope out, and provide solutions for technical projects that
may arise. Build out technical documentation and knowledge base for users to access.
* Liaison between our Support and Development teams. Perform other reasonably related duties as
assigned by the immediate supervisor and other members of the management team.
* Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up
with customers as needed, escalating more complex cases to the appropriate team. Logs and tracks calls
using problem management database and maintains history records and related problem documentation.

08/2017 - 10/2020
Service Analyst
* Creation of user account in Exchange server, mainframe, active directory, single-sign-on for newly joined
users. Managing user's joiner, mover, leaver process.
* Subject matter expert for a bank trading application named Loan IQ, held complete responsibility which
includes being served as single point of contact for all application queries.
* Providing support to the internal and external users in resolving their access problems. A Top performer
managing 30% of entire tickets of the team individually every month.
* Monitoring and auditing of active directory logs, using Change auditor and other application logs
ensuring whether access provided as per Role-Based Access Management and timely access remediation.
* Involved in many application On-boarding and UAT testing, creation of roles and documents. Preparing
and delivering daily and monthly report statistics of our team. Managing Team mailbox, Incidents,
escalations, exceptions and resolving the same within the agreed SLA.
* Provisioning and maintaining of privilege access, super user access to high-risk payment and trading
applications. Ensuring the operational health of the platform by providing efficient and effective support
of IT systems. Maintaining any system's utilities and tools provided by the platform.
* Helping to take ownership for the service in the areas of specialist knowledge, keeping the customer at
the forefront. Acting with pace when recovering service, and with thoroughness when considering risk
to service. Planning downtime of the service and negotiating this with service providers and the business.
* Provide a service to project teams to manage service transition with particular focus on stabilizing
operations after go lives. Provide ongoing service improvements to improve service operations.

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