Nammi Natasha

Technical support analyst

• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
• Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
• Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
• Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
• Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.

• Implemented and maintained network security protocols (TCP/IP, DNS, HTTP, VPNs, firewalls) to protect organizational infrastructure
• Secured and configured Windows and Linux/Unix systems to minimize vulnerabilities
• Developed Python and Bash scripts for automation and threat intelligence analysis, increasing efficiency by 40%
• Applied OWASP best practices to identify and mitigate web application security risks
• Conducted OSINT research to gather intelligence and enhance security awareness
• Created technical documentation and cybersecurity policies to ensure compliance with security standards

• Configured and managed firewall rules, VPN access, MAC ID authentication, and subnet resources
• Monitored and resolved critical system alerts, reducing downtime by 30%
• Managed incident response, including identification, escalation, and resolution of network issues
• Performed ACL access checks and whitelisted resources using Putty & Fire Drill
• Improved network efficiency by optimizing IP routing, TCP/UDP protocols, and FTP connections

• Resolved technical queries via phone, email, and chat, ensuring customer satisfaction
• Conducted troubleshooting and product testing, identifying and reporting malfunctions
• Updated internal databases with technical insights to improve future support
• Analyzed and responded to customer complaints on social media to protect brand reputation
• Assisted in training junior support representatives on technical issue resolution