SUMMARY

• Certified in Vulnerability Assessment, Penetration Testing and equipped to perform an entry level threat management role with an organization that motivates to stay relevant (encourages learning), innovate and inculcates a culture of inclusion.
• I constantly challenge the validity of established procedures and processes to enhance and improve.
• Continued self - learning & testing my knowledge through CTF exercises are key to staying relevant in this dynamic environment.
• Have gained hands-on lab experience in discovering, exploiting vulnerabilities and familiarity in computer and network security, key protocols and tools such as Nessus, Burp Suite, Metasploit framework, Openvas, Wireshark.
• Self-motivated to achieve top performance and challenged to meet aggressive business objectives.
• Effective communication skills with the ability to interact and make presentations to stakeholders at various levels including the executive leadership
• Ability to translate requirements into business solutions
• Ability to work independently as well as a team player with diverse global teams
• A quick learner who performs in a highly organized and time bound manner
• Extensive exposure (across 15 years) to key sectors such as HealthCare, Banking, Manufacturing, Retail, Information, Media and Communication

TECHNICAL SKILLS

• Wireshark, BEEF, Metasploit, nmap, Zenmap, XARP, Nessus, Maltego, ZAP, Burp Suite, dirbuster
• Hydra, aircrack-ng, OWASP top 10, Protocols such as TCP/IP, DNS, HTTP, HTPS, SSH, Telnet, SMTP, DHCP
• Desktop/Laptop/Server, Printer, Scanner, Windows, MAC OS, Kali Linux (GUI + Command Line Interface)
• Active Directory Administration, Incident, Problem and Change Management
• HP Service Manager, ServiceNow, Clarify, PeopleSoft, Peregrine Service Center, RemedyForce, SharePoint
• Confluence, Lotus Notes, MS Outlook, MS Word, MS PowerPoint, MS Visio, MS Project

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Represented and led coordination of multiple teams concurrently to establish steady state operations, including project planning, communication, monitoring and controlling; Resource identification and management; risk identification and management;
• Prepared and communicated status report to various stakeholder group as per agreed cadence through effective contingency plans and proper escalation.
• Worked with the business to identify key priorities and business solutions; aligned delivery in accordance with agreed outcomes
• Identified stakeholders, requirements elicitation/understanding, manage stakeholder expectations and scope agreement
• Managed team performance and status report generation/presentation.
• Worked closely with the Information Security teams to ensure servers were hardened to meet compliance with FISMA, PCI, SOC, HIPAA and evaluate threat management applications such as Cylance, Trend Micro
• Interfaced with Information Security team to ensure the known vulnerabilities are addressed during the build and servers were patched up to date
• Recruited, trained and led a team of 8 members to transition off-shore Service Desk operations.
• Led the transition discussions with stakeholders at client’s office at Staines, Confidential to set cadence on project delivery reviews, agreed processes and customization of HP Open View Service Desk tool.
• Deployed processes in line with ITSM best practices; aligned the Service Desk Operations to be ITIL compliant and ensured the support team got ITIL certified.
• Problem Manager - Confidential, worked with 2 global banks out of the Confidential
• Review and validate problem tickets for inaccuracies that may lead to financial/brand impacts.
• Conduct Problem Reviews/RCA, assign action items and document the minutes/analysis in the Service Management tool HP Service Manager 7, Peregrine Service Center and SharePoint portal.
• Update problem management database with status of Problem Reviews/RCA’s.
• Prepare weekly review deck in terms of priority, resolver groups and outstanding action items.
• Perform ticket analysis to ensure all tickets are resolved and closed appropriately, aging tracked
• Recognized for significant ticket count reduction
• Delivery Manager - India, worked with global bakery supplier based out of The Netherlands
• End to end Operations Management
• Coordinate with cross-functional teams to ensure service delivery standards are met.
• Team Management, Performance Management.
• Ensuring service delivery conformance to quality standards and SLA
• Account billing and profitability
• Implemented Incident, Change and Problem Management (ITIL) processes within the team

Confidential

Team Manager

Responsibilities:

• Successfully underwent technical, management training to handle technical support for the US customer base.
• The assignment was however called off due to a business decision.

Confidential

Team Lead

Responsibilities:

• Managed a team of 18 members; ensured service level across the process was maintained.
• Managed team metrics (AHT, Quality, CSat, Case coding accuracy, Attendance), conducted regular team briefings and individual feedback sessions. I also handled escalations and conducted interviews to recruit agent level new hires.
• Successfully completed a Quality Management workshop, Continuous Improvement (Conducted by QAI which incorporates best practices from Six Sigma, COPC.)

Confidential

System Engineer

Responsibilities:

• Ensured all calls are resolved as per SLA and followed up on warranty issues.
• Managed computers, servers, network-printers, user accounts. Installed and configured OS as well as BCE (Basic Computing Environment)-Image on desktops and laptops (Lotus Notes, MS office, Sametime client, McAfee, Acrobat, IE, WinZip)
• Collecting and analyzing customer feedback at regular intervals to ensure quality of service, arranging required consumables, scheduling regular AV updates, virus definition, security patches and system scans in computers.