Kotaro Hirasawa

I am a IAM engineer with a focus on CyberArk and cybersecurity. I am currently looking for a opportunity to coninue expanding my knowledge bot for IAM and cybersecurity.

KOCH KGS / Business System Analyst
SEPTEMBER 2024 – JANUARY 2025, Guadalajara, Jalisco
• Gather and analyze business requirements by interviewing customer on their needs. 
• Document the gathered requirements and analyze the feasibility of the customer 
requirements. 
• Designing and documenting solutions to provide to the customer. 
• Translate business requirements into technical specifications that engineers can 
understand and use to build the system to the customer needs. 
• Work closely with cross-functional teams to ensure that the system meets business 
needs and is delivered on time.
• ServiceNow operations from creating and reporting on timelines.
• Reporting and analyzing backload and continuous contact with customer regarding updates and implementations.
•Assisting with Cyberark, Sailpoint, and PingOne solutions.
 

HelpWare-Cyberark / Enterprise Support Engineer (L2)
MARCH 2023 - APRIL 2024, Guadalajara, Jalisco
• Managed Privileged Access Management (PAM) and Privileged Session 
Management (PSM).
• Assisted CyberArk customers with the PAM solutions to secure privileged accounts.
• Implemented and maintained privileged access controls, ensuring adherence to 
security policies and compliance requirements.
• Provided incident and ticket resolution for authentication-related issues, ensuring 
seamless user access and security.
• Tested and reported bugs relating to patch and version upgrades to enhance 
privileged access management. Worked with customers to deploy workarounds as 
needed.
• Assisted customers with automation scripts to streamline PAM operations.
• Delivered training and support to users and administrators on PAM best practices 
and CyberArk functionalities.
• Deployed and managed CyberArk solutions for on-premises and cloud 
environments.
 

USAGUI / General Manager
2019 - FEBRUARY 2023, GUADALAJARA, JALISCO
• Managed daily business operations for the family restaurant business (3 locations), 
including human resources, vendors and budgeting.
• Oversaw logistics and coordination with suppliers and vendors.
• Conducted market research and site analysis for potential new business locations.
• Coordinated training of new hires, employees and managers.
• Ensured high customer satisfaction by addressing shortfalls and implementing 
improvements based on customer surveys.
• Personally, developed a POS platform for the restaurants in C#. Saving the 
restaurant development costs by doing all the work in house.

IBM - SoftLayer / Customer Support Technician
APRIL 2017 - FEBRUARY 2019, JAPAN
• Provided comprehensive support for IBM Cloud Services, including troubleshooting 
network and software issues across various operating systems and software.
• Assisted with the configuration and optimization of system networks, diagnosing 
and resolving performance issues to ensure seamless operations.
• Delivered exceptional customer service through IMS (Salesforce) ticketing systems, 
chat and phone support in both Japanese and English.
• Reviewed and followed up on daily customer tickets, ensuring timely and effective 
resolution of issues and maintaining high customer satisfaction.
• Conducted network analysis and diagnostics, providing expert assistance in 
configuring network storage for servers and virtual servers.
• Configured backup software, performing verification to ensure data integrity and 
reliability.
• Coordinated with vendors to resolve complex technical issues, ensuring minimal 
disruption to services and maintaining strong vendor relationships.
 

Softlayer / Server Build Technician Lead
NOVEMBER 2014 - MARCH 2017, JAPAN
• Built and configured servers as part of the Data Center Deployment team.
• Prepared data centers by handling tasks such as racking, cabling, and maintaining 
servers and networking equipment.
• Trained staff and coordinated SoftLayer to IBM Cloud migration to ensure 
efficiency.
• Created a comprehensive LMS training platform, incorporating vendor 
documentation and original training materials to enhance staff training.
• Analyzed weaknesses in existing training procedures and developed a robust 
training infrastructure for onboarding new staff in the APAC region, which was later 
deployed globally as part of the Data Center Operations LMS deployment.
• Coordinated with departments across different countries, vendors, and leadership 
teams to ensure seamless integrations, deployments and operations.
• Played a key role in the company's expansion into South Korea, participating in the Go-Live process and training new onboarding members in the APAC region.
• Engaged in daily interaction with Windows and *nix-based servers, demonstrating 
extensive knowledge of command line operations, network configuration, and 
security policie

Currently no in any school or education.