Deepika Shukla
Mumbai
Summary
IT professional specializing in Privileged Access Management (PAM) and Asset Management, delivering secure and compliant operations. Proven ability to resolve complex technical challenges efficiently while meeting SLA commitments. Technical Support Engineer with 1.5 years of experience in software and network troubleshooting, demonstrating strong analytical skills and a focus on process improvement. Committed to enhancing customer relationships and contributing to organizational success through effective IT solutions.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Sectona Technologies Pvt Ltd
Mumbai
05.2024 - Current
Technical Support Engineer with 1.5 years of experience in troubleshooting, incident management, and delivering end-to-end technical assistance. Skilled in resolving software and network issues while ensuring customer satisfaction and SLA compliance.
Key Skills.
- Incident and Problem Management.
- Software and Network Troubleshooting.
- Remote Support & Ticketing Systems (Jira, Salesforce, etc.)
- Root Cause Analysis and Documentation.
- IT Infrastructure and Security Best Practices
- Customer Service and Communication Skills
Reserch and Development Intern
Passion 3D World
Mumbai
06.2023 - 11.2025
Conducted initiatives aimed at process improvement throughout internships.
Utilized strong analytical and critical thinking skills to solve complex challenges.
Education
Bachelor of Science - Computer Science
Nirmala Memorial Foundation College of Com And Sci
Mumbai06-2024
Some College (No Degree) - Science
Thakur College of Science And Commerce
MumbaiSchool -
Holy Angels English High School
Mumbai, India06-2017
Skills
- Privileged Access Management (PAM)
- Presentation preparation
- Design thinking
- Work prioritization
- Critical thinking
- Incident management
- Root cause analysis
- Customer relationship management
- Log analysis
- SIEM technologies
- Security monitoring
- Linux fundamentals
- Ticketing Systems: Jira, Salesforce
- Asset management and user management
- JIT (Just-in-Time) access management
- Windows clustering
- Programming languages: Python, SQL, MongoDB
- SLA Management
Certification
Certificates
• Introduction to SQL by Simplilearn
• Python with big data by StudySection
• Versant by TNS India Foundation
Affiliations
- Educated diverse audiences on taxidermy specimens by demonstrating preservation techniques and showcasing local wildlife, thereby enhancing public understanding and appreciation of wildlife conservation
- Actively volunteered in various events and festivals organized by the college management, and responsibilities included coordinating activities, managing logistics, and ensuring the smooth execution of events
Timeline
Technical Support Engineer
Sectona Technologies Pvt Ltd
05.2024 - Current
Reserch and Development Intern
Passion 3D World
06.2023 - 11.2025
Bachelor of Science - Computer Science
Nirmala Memorial Foundation College of Com And Sci
Some College (No Degree) - Science
Thakur College of Science And Commerce
School -
Holy Angels English High School
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