Shashank Shekhar

• Compliance Management:
 Successfully led client audits, reducing observations to single digits, showcasing adeptness in navigating complex audit scenarios.
 Conducted thorough Internal Audits, Contractual Audits, and Client Audits, ensuring adherence to ISO27001 and Compliance Assurance Test (CAT) standards.

• Risk Assessment and Mitigation:
 Specialized in IT risk management, identifying and rectifying major gaps in the asset management/handling process.
 Engaged in multiple calls and presentations with leadership and stakeholders, highlighting pain points and proposing remediation steps, resulting in a streamlined asset management process.
 Encouraged stakeholders to approach assessments analytically and offer unique insights to bring new understanding to risk management programs
 Developed short-term goals and long-term strategic plans to improve risk control and mitigation
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• External Audit Facilitation:
 Facilitated external audits by clients and regulatory agencies, demonstrating leadership in addressing and resolving audit observations effectively.
 Established clear communication channels and presented findings to ensure a comprehensive understanding of audit requirements.

• Business Continuity Planning (BCP):
 Prepared and updated Business Continuity Plans (BCPs) for existing clients, incorporating insights from in-depth risk assessments.
 Implemented strategic initiatives to enhance BCP effectiveness, ensuring continuity of critical business functions during unforeseen events.

• ISO27001 Compliance:
 Established and maintained ISO27001 standards, ensuring a high level of information security and compliance with international best practices.
 Performed regular compliance checks and instituted corrective actions to address any deviations from established standards.

• Continuous Improvement:
 Conducted in-depth Root Cause Analysis (RCA) of repeated and major findings related to asset management, compliance of Endpoint systems, and client audits.
 Developed a strategic plan of action, converted the project to six sigma, and streamlined processes, ensuring contractual compliance and boosting revenue and goodwill.

• Collaborative Team Player:
 Collaborated effectively with cross-functional teams, fostering a culture of continuous improvement and risk-awareness.
 Contributed to the development of best practices, ensuring a cohesive and proactive approach to enterprise risk management.

• Results-Driven:
 Increased operational efficiency by implementing solutions derived from RCA, resulting in improved project revenue and enhanced organizational goodwill.
 Established a track record of achieving and surpassing organizational goals related to information security, audit efficiency, and risk mitigation.

• Tier 3 Technical Support Expert: Provided in-depth technical support at a Tier 3 level for clients at Geek Squad USA, successfully resolving 99% of client issues.
  
• International Voice and Chat Support: Demonstrated proficiency in handling US-based customers in an international voice and chat Level 3 technical support process.
  
• Operating System Proficiency: Possessed core knowledge in Windows 11/10/8/7/XP and MAC operating systems.
  
• Remote Device Setup: Executed remote setup for various devices, including printers, smart cameras, and other peripherals.
  
• Network Troubleshooting: Applied expertise in network troubleshooting and setup to ensure seamless connectivity.
  
• Complex Issue Resolution: Diagnosed and resolved complex technical hardware and software issues, showcasing extensive knowledge of operating systems.
  
• Proactive Ticket Management: Handled trouble tickets with prompt support interventions for urgent issues, including printers, printer servers, and LAN printers.
  
• Escalation Management: Identified and escalated priority issues per client specifications, ensuring efficient problem resolution.
  
• System Optimization and Upgrades: Collaborated with business partners and internal stakeholders at Geek Squad USA to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  
• Performance Trend Analysis: Identified negative hardware performance trends and common issues affecting systems, reporting findings for remediation.
  
• Computer Setup and Documentation: Purchased, set up, and installed new computers for clients at Geek Squad USA, maintaining detailed documentation on service call resolutions.
  
• Collaborative Documentation: Authored comprehensive documentation on service call resolutions, providing valuable data on personnel performance and effective remediation techniques.