BRIAN GERIANI
South Elgin
Summary
Detail-oriented IT professional with 12 years of experience in frontline help desk support within healthcare. Expertise in managing the full ticket lifecycle, resolving technical issues, and maintaining confidentiality in regulated environments. Currently serves as a Service Desk Specialist, collaborating with the IAM team to enhance ticket resolution and streamline identity and access management.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Service Desk Specialist | IAM Cross-Trained
Northwestern Medicine
Winfield
10.2024 - Current
- Administer the full user access lifecycle - provisioning, modifying, and deprovisioning accounts across Active Directory, Azure AD (Entra ID), and enterprise applications.
- Oversaw provisioning and access management for Epic, Epic Care Link, and other proprietary hospital applications, ensuring compliant access for clinical and affiliated staff.
- Implement and maintain Role-Based Access Control (RBAC) and conduct access reviews/certifications to ensure least-privilege access aligned to job responsibilities.
- Investigate and resolve authentication, authorization, and identity-related issues, partnering with Information Security and application owners.
- Served as escalation point for complex Tier 1 and 2-level incidents, owning tickets through resolution across systems and teams while coordinating with team leads, IAM, and application groups.
- Led root cause analysis and knowledge base enhancements to minimize recurring issues and increase first-contact resolution.
Service Desk Analyst
Northwestern Medicine
Winfield
12.2013 - 10.2024
- Delivered Tier 1 frontline support for hardware, software, and account issues, logging and tracking all requests in ITSM system to ensure accurate record-keeping.
- Executed documented troubleshooting procedures and knowledge base articles to resolve common issues on first contact, enhancing user satisfaction.
- Verified user identity and processed routine access requests, escalating complex issues to Tier 2 within established SLA timeframes to maintain service quality.
- Communicated technical status updates clearly to end users in non-technical language.
Education
B.S. - Technical Management
DeVry University
Lombard, IL06-2009
A.A. - Liberal Arts and Sciences
College of DuPage
Glen Ellyn, IL06-2006
Skills
- Help desk management
- Hardware, Software & Peripheral Troubleshooting
- Network Connectivity & TCP/IP
- Windows Operating System Support
- VPN & Remote Access (Citrix)
- User support services
- Multi-Site Support
- Confidential Data Handling
- SLA & Timely Resolution
- IAM solutions
- Role-Based Access Control
Certification
AWS Certified Cloud Practitioner
Personal Information
Title: Technical Support & Identity Access Specialist
Timeline
Service Desk Specialist | IAM Cross-Trained
Northwestern Medicine
10.2024 - Current
Service Desk Analyst
Northwestern Medicine
12.2013 - 10.2024
B.S. - Technical Management
DeVry University
A.A. - Liberal Arts and Sciences
College of DuPage