IT Security Delivery Specialist
IBM India Pvt Ltd
Total years of experience :8 years, 1 Months
• IT Security Delivery Specialist with good knowledge of Enterprise Compliance, Health Checking and Patching, Vulnerability Assessment Process followed by IBM.
• Ability to handle multiple tasks concurrently and meet deadlines, while maintaining focus despite conflicting demands.
• Strong leadership and adaptability, with willingness to readily and voluntarily take ownership of highly challenging tasks and problems, even beyond initial scope of responsibility.
• Successful track record in accomplishing assigned targets within agreed timelines without incidences of overruns.
• Drive to overcome the most challenging or difficult obstacles and look for ways to improve results and take initiative to actively seek new knowledge and improve skills.
• A passion for innovative ideas, coupled with the ability to understand and assimilate different points of view.
• Acknowledged troubleshooter and a key decision maker with well-honed skill set in collaborating with different teams, interfacing with clients.
• Team player and a natural motivator with strong Analytical, Problem Solving, Reasoning Skills with capability to apply logic to solve problems.
• Effective interpersonal skills with ability to collaborate and work with individuals, strengthening relationships to achieve win-win solutions.
• Known for honest work ethics and delivering results in time without compromising on quality.
• Articulate communicator with powerful communication skills, successfully using multiple verbal and non-verbal behaviors to deliver a compelling and engaging response.
• Qualitative experience in Client Handling/Application/Customer Support.
• Document and update incident technical details into CIRATS database
• Escalate issues if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures
• Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts
As a Technical Support Engineer, we will be tasked with responding to, and resolving, all end user service calls and enquiries, as well as escalations from non-technical support staff. Taking a proactive, hands-on stance to service network infrastructure trouble-shooting and problem solving, we will utilise dashboards to routinely monitor the service network. Additionally, we will ensure that accurate records of network faults and the resolutions are kept, seek to build a knowledge base and effectively prioritise your workload whilst managing unplanned technical support issues. Broadband ISP or technical customer support offering strong benefits in addition to competitive rewards, our client promoted an environment of excellence, service and quality
• Responsible for supporting all end user complaint calls.
• Attend to customer enquiries on personal computer or portable device.
• Diagnose and make path to resolve issues.
• Provide Tier I Technical Support for Citi’s global technology infrastructure
• Resolve simple, automated and scripted incidents
• Execute or implement simple, automated and scripted changes or infrastructure requests
• Provide timely response to phone calls into the Command Center Technical Support hotline from business clients, vendors, and technology teams
• Offer excellent customer service and analyze problems effectively.
• Input customer interactions in data management system.
• Extend customer friendly and efficient technical support to customers through phone
• Document and escalate issues and work with ISPs or business partners to resolve quickly and efficiently.
• Support and educate customers on basic to intermediate product usage.
• Handle escalations and requests for high priority customers.
• Involve in team meetings, input and suggest increasing productivity.
• Support customer related tasks and projects assigned by management.
• Learn and offer current technical information, standard process and best practices to deploy products.
• Receive and triage calls as member of Study Support Center team.
• Oversee hybrid fiber coax network through various network diagnostic tool for system outages.
• Educate customers on resources availability to resolve support issues
• Responsible for Handling all escalated support calls through the ticketing tool BMC Remedy
• Responsible user profile configuration in workstations.
• Responsible for E-mail account configuration in email clients
• Diagnosing & troubleshooting various problems in PC Installation, and Configuration of Peripherals like Printers, Scanners, Modems, Soundcards, Network cards Etc.
As a Technical Support Engineer, we will be tasked with responding to, and resolving, all end user service calls and enquiries, as well as escalations from non-technical support staff. Taking a proactive, hands-on stance to service network infrastructure trouble-shooting and problem solving, we will utilise dashboards to routinely monitor the service network. Additionally, we will ensure that accurate records of network faults and the resolutions are kept, seek to build a knowledge base and effectively prioritise your workload whilst managing unplanned technical support issues. Broadband ISP or technical customer support offering strong benefits in addition to competitive rewards, our client promoted an environment of excellence, service and quality
• Responsible for supporting all end user complaint calls.
• Attend to customer enquiries on personal computer or portable device.
• Diagnose and make path to resolve issues.
• Provide Tier I Technical Support for Citi’s global technology infrastructure
• Resolve simple, automated and scripted incidents
• Execute or implement simple, automated and scripted changes or infrastructure requests
• Provide timely response to phone calls into the Command Center Technical Support hotline from business clients, vendors, and technology teams
• Offer excellent customer service and analyze problems effectively.
• Input customer interactions in data management system.
• Extend customer friendly and efficient technical support to customers through phone
• Document and escalate issues and work with ISPs or business partners to resolve quickly and efficiently.
• Support and educate customers on basic to intermediate product usage.
• Handle escalations and requests for high priority customers.
• Involve in team meetings, input and suggest increasing productivity.
• Support customer related tasks and projects assigned by management.
• Learn and offer current technical information, standard process and best practices to deploy products.
• Receive and triage calls as member of Study Support Center team.
• Oversee hybrid fiber coax network through various network diagnostic tool for system outages.
• Educate customers on resources availability to resolve support issues
• Responsible for Handling all escalated support calls through the ticketing tool BMC Remedy
• Responsible user profile configuration in workstations.
• Responsible for E-mail account configuration in email clients
• Diagnosing & troubleshooting various problems in PC Installation, and Configuration of Peripherals like Printers, Scanners, Modems, Soundcards, Network cards Etc.
• Diagnosing & troubleshooting various problems in PC Installation
• Configuration of Peripherals like Printers, Scanners, Modems, Network cards Etc.
• Installation of Operating Systems, Drivers and Application Software.
• Securing the System from Virus by installing various types of Anti-virus software & Managing the Backup.
• Configuring E-mail Clients using the Microsoft Outlook and Outlook Express.
• Insert customer and account data by inputting text based and numerical information from source documents within time limits
• Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output
• Apply data program techniques and procedures
• Generate reports, store completed work in designated locations and perform backup operations
• Keep information confidential
• Prepares source data for entry by opening and sorting mail; verifying and logging receipt of data; obtaining missing data.
• Records data by operating data entry equipment; coding information; resolving processing problems.
• Protects organization's value by keeping information confidential.
• Accomplishes department and organization mission by completing related results as needed.
• Assembling of Desktop PCs and Install Operating System and Application Software.
• Design, Installation and Maintenance of LAN Networks.
• Installation and Configuration of Printers on the Networks.
• Install Antivirus Software and updates.
• Handle break down calls on Operating System, PC Hardware, and Peripheral Devices.