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Sr. Technical Support Resume

SUMMARY

  • A solution driven professional with diverse experience across Access administration in Information security & risk management. Results - Focused professional recognized for self-starter attitude and out-of-the-box approach.
  • Proactive Security Analyst capable of achieving company objectives within strict time requirements and complex environments.
  • Over Five (5) years of experience in BPOs in diverse positions with a natural ability for setting up best practices & policies for the organization.
  • Skilled motivator negotiator with Interpersonal relationship building skills & ability to work as a team member.
  • Carry objective outlook to accurately interpret & comprehend any situation even in high stress environment.

TECHNICAL SKILLS

  • Strong understanding of ITIL
  • Solid understanding of Active Directory, LDAP, identity management software, MFA
  • Working knowledge and experience on Incident, Problem and change management practices
  • Operational experience that includes working across a broad section of IT services
  • Participated/ experienced on Process audits as well as various compliance
Professional Experience

Confidential

Sr. Technical Support

Responsibilities:

  • Conduct effective performance evaluations of the team members
  • Mentors those with less experience and help team build and execute career development plans
  • Encourage junior associates to take responsibility for their development within the rganization
  • Approves team member's time and expense reports in a conscientious and timely manner
  • Complies with and helps to enforce standard policies and procedures
  • Perform recruitment activities as needed
  • Enhance team bonding and promote service culture within the team

Confidential

Team Leader

Responsibilities:

  • Responsible for provisioning/de-provisioning of access to applications, infrastructure and perating systems as per established Policy, Standards and procedures.
  • Responsible for updating and resolving request tickets and ensuring timely settlement of assigned user requests and issues as outlined by Service Level Agreements.
  • Well versed with following processes, New Hire On-Boarding, Employee Off-Boarding, Department
  • Transfers, Access Remediation, and Privileged Access.
  • Assist with troubleshooting and problem analysis by working with other teams, vendors or users in diagnosing and resolving users access issues.
  • Assist with unique/complex security access requests including internal and external audit and
  • Disaster recovery testing.
  • Identifying and reporting potential suspicious activity to the management.

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