Kevin Kheng
Cloud Support Engineer @ SailPoint | API Troubleshooting, Identity Management
- Role
- Cloud Support Engineer at SailPoint
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
Experience
Cloud Support Engineer
May 2022 — Present · Austin, TX, US
Support IdentityNow SaaS Identity Access Management platform product for over 100+ clients.• Provide IdentityNow technical support to SailPoint customers and field personnel via multiple channels, including ServiceNow, email, and Microsoft teams.• Extensive API troubleshooting experience using Postman and interacting with web technologies, such as XML, REST/SOAP.• Familiarity with identity management provisioning systems such as Active Directory, Oracle, or Workday.• Instrumental in helping resolve major escalations with customers experiencing connector issues impacting daily production onboarding and off boarding processes.• Interface with Sales, Marketing, and Engineering to improve product service, design, and quality.• Use Open Search dashboard queries, Grafana data analysis, and internal tools, leading to providing better root causes to customers, resulting in less engineering engagement, and driving down ticket time-to-resolution.•Conduct training session for a new employee to facilitate their onboarding and skill development.• Consistently resolved over 100 tickets per quarter, demonstrating effective problem-solving skills and commitment to meeting team objective.• Assist in testing and validating Generative AI integration within the ServiceNow Desk Ticketing System to en-hance automation and efficiency.
Education
Lewis University
Bachelor’s Degree of Arts and Science, Mathematics and Computer Science , Concentrations in Cyber Security
2016
Skills
- Team Leadership
- Java
- Security Clearance
- Cloud Computing
- Military Operations
- Operational Planning
- C#
- Military Experience
- Dod
- Python
- Military
- Oracle Database
- Operations Management
- Analytical Skills
- Lan-Wan
- Quality Assurance
- Time Management
- Microsoft Office
- Microsoft Sql Server
- Wide Area Network (Wan)
- Warehouse Operations
- Powerpoint
- Microsoft Excel
- Military Logistics
- Leadership
- Logistics Management
- Process Improvement
- Management
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