George McIvor
@georgemcivor
Security-focused IAM and MFA analyst with 15+ years supporting enterprise authentication and service desk operations.
United StatesWhat I'm looking for
I am a security-focused IT professional with over 15 years of experience supporting enterprise IAM, MFA, and service desk operations. I specialize in managing user authentication systems, troubleshooting MFA and access issues, leading transitions to modern authentication like passkeys, and consistently delivering high SLA compliance.
I have a strong record of creating SOPs, knowledge base content, and end-user guides, conducting root cause analysis, and collaborating across security, networking, and engineering teams to implement lasting fixes and process improvements that reduce recurring incidents.
Experience
Work history, roles, and key accomplishments
Tier II Technical Support
Archwell
Sep 2020 - Present (5 years 2 months)
Provided Tier II ITIL-based support for authentication, endpoint management, and VPN connectivity using AD and DUO, improved resolution processes, and maintained detailed ServiceNow case logs to support knowledge base growth.
MFA / IAM Support Analyst
GovCIO
Nov 2022 - Apr 2025 (2 years 5 months)
Delivered Tier III IAM and MFA support resolving 50–70 complex ServiceNow tickets daily, led root cause analyses and implemented fixes to prevent recurring authentication incidents, and maintained 98% SLA compliance.
Help Desk Analyst
Swain Techs
Mar 2018 - Aug 2020 (2 years 5 months)
Supported Tier II authentication and access issues, assisted MFA enablement during onboarding, and updated documentation to streamline support workflows and ticket handling in Jira and ConnectWise.
Help Desk Analyst
QSSI
Jan 2013 - Dec 2017 (4 years 11 months)
Conducted root cause analyses for identity incidents, authored SOPs and knowledge base content for IAM/MFA troubleshooting, and supported Tier I training and escalation improvements.
Help Desk Specialist
Lockheed Martin
Oct 2010 - Nov 2012 (2 years 1 month)
Provided Tier II support for secure authentication and CAC access, performed RCA and escalations for identity incidents while maintaining detailed documentation and SOP compliance.
Help Desk Specialist
Hewlett Packard
Feb 2009 - Oct 2010 (1 year 8 months)
Provided first-line support for CAC/DEERS and Windows/Novell systems, managing authentication and password resets via CA UniCenter within strict SOP adherence.
Education
Degrees, certifications, and relevant coursework
ALAlison
Diploma in Computer Networking, Computer Networking
Completed a Diploma in Computer Networking in June 2024.
ALAlison
Security+ (Training), Information Security
Completed CompTIA Security+ training on Alison in April 2020.
Training Futures Computer School
Certificate in Technical Support & MIS Topics, Technical Support & MIS
Completed a certificate program in Technical Support and Management Information Systems in 1997.
West Potomac High School
High School Diploma, General Studies
Graduated with a High School Diploma in 1997.
ALAlison
Fundamentals of ChatGPT (Course), Artificial Intelligence
Completed the Fundamentals of ChatGPT course on Alison (no expiry).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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