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.