Identity Management Analyst - Operations - Virgin Media/O2 - Bradford
(2025-03 - 2026-05)
Facilitated the MDU Fibre Upgrade Programme by securing landlord permissions for building enhancements, thereby improving services for customers.
- Nurtured proactive engagement with landlords eligible for network upgrades, building relationships with various stakeholders while supporting the Virgin Media O2 network upgrade process.
- Provided office-based support for field teams, maintaining precise documentation of interactions as a key responsibility.
- Resolved BAU requests and incidents within SLA frameworks through ITISM and My Identity (Helix).
- Diagnosed and rectified IAM-related issues efficiently.
- Administered Active Directory accounts, profiles, and permissions, ensuring adherence to least privilege access principles.
- Configured shared mailboxes and distribution lists, promptly addressing mailbox queries.
- Managed accounts for leavers and movers meticulously.
- Performed re-certification, remediation, and access-validation tasks.
- Oversaw administrative duties across Office 365, ABS, SMP, CMP, Synergy, Shield, PCMT, Mi-Pay, Global Care, ISS, and My Identity Helix.
- Monitor identity queues, SLAs, and tickets to ensure timely operational completion.
- Assist with password resets, account unlocks, and multifactor authentication support requests.
- Maintain accurate identity records, group memberships, and access certifications in IAM tools.
- Investigate and resolve authentication, authorization, and single sign-on incidents promptly.
- Process access requests and approvals while verifying role-based entitlements and least-privilege alignment.
Technology Analyst - Access Management - WM Morrison Supermarkets PLC - Bradford
(2017-08 - 2024-05)
Provided IAM/PAM support to Morrison's for seven years.
- Spearheaded projects to implement new IAM automation and PAM technologies and trained end-users.
- Addressed incidents through various channels, offering 2nd line IAM/PAM support.
- Resolved incidents within SLA targets, performing root cause analysis to prevent future issues.
- Completed BAU requests and incidents within specified SLA timelines.
- Leveraged Service Now for logging, collaborating with stakeholders and departments.
- Administered AD accounts and user profiles, managing access in Active Directory with least privilege access.
- Oversaw shared drive access, managed Global and Domain Local groups, and administered NTFS permissions.
- Managed shared mailboxes and distribution lists, efficiently resolving related inquiries.
- Administered accounts for employee lifecycle events, maintaining housekeeping and conducting audits via reports.
- Executed user access re-certification, remediation, and continuous validation procedures.
- Contributed to a data migration project, ensuring correct NTFS permissions during server data transfer.
- Administered G-Suite, managing accounts, groups, and shared mailboxes; organized organizational units, conducted audits, and configured security settings.
- Supported Outlook to Google mail migrations within Sprint deadlines.
- Conducted Google Vault searches for diagnostics and audits.
- Served as a SailPoint Identity IQ Administrator, managing entitlements, UAT, troubleshooting, and documentation.
- Managed Salesforce accounts, providing support, creating process documentation, and troubleshooting.
- Managed CyberArk, creating AD groups and accounts, managing permissions and RBAC, managing password rotations, onboarding AD accounts, and documenting knowledge.
- Resolved incidents within Service Now, adhering to SLAs and reviewing changes.
- Managed accounts and access across applications like Oracle E-business Suite, Macerate, HP Service Manager, Amazon Web Services, AIP Online, and AIP RPASS Fusion, collaborating with internal and external teams.
Senior IT Teacher - Shahbaz Model Public School
(2016-01 - 2017-04)
- Instructed pupils aged 8 to 12 years.
- Designed and delivered tailored lectures for each class.
- Developed educational hand-outs for student use.
- Prepared the classroom environment and computers ahead of each lesson.
- Ensured proper use of computer equipment during classes.
- Supervised the orderly shut-down of computers post-class.
- Evaluated and marked examinations.
- Participated actively in regular faculty meetings for collaborative improvement.
- Engaged in general administrative responsibilities.
IT Teacher - Ali Akbar Awan School
(2006-01 - 2015-12)
- Instructed pupils aged 8 to 12 years.
- Updated and maintained the school website.
- Produced educational hand-outs for students.
- Crafted lectures specifically for each class.
- Set up the classroom and technology prior to lessons.
- Monitored proper usage of computer equipment.
- Oversaw correct shutdown procedures for computers after classes.
- Evaluated and marked student examinations.
- Attended regular faculty meetings to contribute to school objectives.
- Undertook general administrative tasks.
IT Support Analyst - IT Board Azad Kashmir
(2004-08 - 2005-12)
- Delivered first and second line support within agreed SLA parameters.
- Utilised Remedy/Quetzal to schedule first line support cases, managing SLAs to resolve escalated severity-one issues.
- Managed user access, creating new profiles and administering user accounts in Active Directory.
- Granted access to shared drives and applied NTFS permissions accordingly.
- Formulated Global and Domain Local Groups as required.
- Employed Remote Desktop tools such as VNC to assist users by troubleshooting issues effectively.
- Handled password resets and unlocked accounts as needed.
- Oversaw account management for in-house applications, including password resets.
Honorary Convenor - State True Amarantus Relief
(2003-06 - 2004-07)
IT Teacher - Little Scholars Public School
(1999-04 - 2002-03)
