Pavani Donthy Subhash
Hyderabad
Summary
Technical Support Engineer with 6+ years of IT support experience across access management, security compliance, and automation. Skilled in ServiceNow administration, incident resolution, and workflow automation, with a proven ability to resolve high-volume incidents, streamline identity processes, and collaborate with InfoSec to enhance platform security. Adept at leveraging Splunk, SQL, and automation scripting to detect anomalies and optimize system performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce
Hyderabad
03.2024 - Current
- Investigated complex API access, SQL flow, and system vulnerability issues.
- Collaborated with InfoSec and Engineering on identity & access control improvements.
- Updated provisioning procedures in line with corporate security policies.
- Analyzed automation failures and system logs with Splunk.
- Resolved Marketing Cloud access escalations.
Associate Technical Support Engineer
Salesforce
11.2022 - 02.2024
- Handled 300+ monthly access provisioning/review cases via ServiceNow.
- Addressed phishing, GDPR, and trust-related security incidents.
- Maintained detailed audit trails and SLA compliance.
- Developed scripts to automate repetitive IAM tasks, improving efficiency.
Techforce Analyst
Salesforce
07.2021 - 09.2022
- Managed user lifecycle in Active Directory, Azure AD, and enterprise applications.
- Applied security policies to VPNs, JAMF, Bitlocker, and endpoints.
- Led cleanup of outdated AD groups and access roles.
- Enhanced documentation for standard access workflows to support audits.
IT Support Specialist
McAfee, Inc.
03.2019 - 06.2021
- Executed access provisioning across Salesforce, Azure, and CRMOD platforms.
- Performed regular security audits and documented compliance efforts.
- Supported end-user troubleshooting and provisioning escalations.
- Resolved over 500 incidents monthly using ServiceNow.
- Provided training to end users on how to use the features of the ServiceNow platform effectively.
Education
Bachelor of Computer Applications (BCA) - Cloud Technology & Information Security
Jain University
Bangalore, India01.2019
Skills
- ServiceNow: Incident Management, Access Provisioning, Audit & Compliance, Workflow Automation
- Identity & Access Management (IAM): Active Directory, Azure AD, SSO, VPNs, JAMF, Bitlocker
- Security & Compliance: GDPR, Phishing Incident Handling, Vulnerability Analysis, Audit Trails
- Technical Tools: Splunk, SQL, Salesforce Marketing Cloud, CRMOD
- Collaboration: Cross-functional teamwork with InfoSec, Engineering, and Audit teams
Certification
- Salesforce Certified Administrator
- Salesforce Advanced Administrator
- Salesforce Marketing Cloud Email Specialist
- Salesforce AI Associate
- Cybersecurity Certificate Program
- Customer Experience Certificate Program
Accomplishments
- Trailhead Double Star Ranger (Salesforce)
- Awarded for handling critical trust/safety cases
- Mentored new hires and received multiple Bravo Points for reducing incident resolution times
Timeline
Technical Support Engineer
Salesforce
03.2024 - Current
Associate Technical Support Engineer
Salesforce
11.2022 - 02.2024
Techforce Analyst
Salesforce
07.2021 - 09.2022
IT Support Specialist
McAfee, Inc.
03.2019 - 06.2021
Bachelor of Computer Applications (BCA) - Cloud Technology & Information Security
Jain University
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