SHRUTI UBALE
Kalyan
Summary
- Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Processor SOC Support
Kroll (Duff and Phelps LLP)
07.2022 - 06.2024
- Collaborate with cross-functional teams and departments, taking ownership to ensure timely and accurate completion of tasks.
- Demonstrate resourcefulness and quick problem-solving abilities to troubleshoot critical technical issues.
- Maintain a strong understanding of information security principles across systems and user devices.
- Engage with the Security Vulnerability Team to provide cybersecurity root-cause analysis and support incident resolution.
- Conduct investigations and mitigation efforts for security incidents, ensuring swift response and resolution.
- Enforce organisational security policies to safeguard the integrity and protection of networks, systems, and applications.
- Perform log analysis using Splunk to detect and address suspicious or malicious activities.
- Investigate phishing emails, domains, and malicious IP addresses, recommending appropriate blocking measures.
- Monitor Azure and M365 Defender to identify and mitigate risky user sign-ins.
- Utilize Zscaler and ThreatLocker for access control, granting permissions based on security and business-critical requirements.
- Maintain vigilance with EDR tools to analyze logs, scan systems, and detect potential threats.
- Coordinate effectively with stakeholders and teams to ensure cohesive, and efficient operations.
- Lead quarterly phishing simulation activities to raise awareness, and improve organizational security posture.
- Provide support for both internal and external audits, ensuring compliance with security standards.
Associate Consultant
CAPGEMINI TECHNOLOGY SERVICES INDIA LTD
06.2020 - 07.2022
- Ensure effective operation in Problem, Incident, and Change Management processes.
- Maintain known error records in ServiceNow KM systems.
- Identify the root causes of incidents, provide resolutions, and recommend process improvements.
- Produce high-quality management reports, coordinate actions, and share root causes, and known errors.
- Ensure appropriate identification and training of stakeholder resources.
- Guide customers to ensure a globally consistent approach to operational processes.
- Safeguard customers' business interests.
- Offer expert support during SWAT calls for major incidents, delivering real-time updates to stakeholders and cross-functional teams to ensure effective resolution.
- Foster and maintain strong, collaborative relationships with customers, steering both operational and management meetings to drive continuous improvement.
- Facilitate and lead operational and management meetings.
- Generate daily reports in accordance with stakeholder requirements.
Technical Support Engineer
ORANGE BUSINESS SERVICES
08.2017 - 06.2020
- Utilize Orion (monitoring tool) and ServiceNow (ticketing tool) to support incident tracking and resolution processes.
- Conduct first-level investigations for CIC incidents, ensuring timely identification and escalation of issues.
- Engage with the L2 and L3 operational teams, including troubleshooting and managing incident resolution.
- Collaborate with development teams in troubleshooting and resolving incidents, ensuring clear communication throughout the process.
- Minimize outages, enhance agent productivity, meet SLAs, and manage the complete lifecycle of IT tickets.
- Analyze the root causes of incidents, and implement corrective actions to reduce the recurrence of issues.
- Investigate and resolve issues related to event workflow disruptions, ensuring smooth operations.
- Track and manage configuration items, mapping their relationships and dependencies, to improve service management.
- Send hourly notifications for planned outages, and provide ongoing support throughout the outage period.
- Create and publish knowledge articles in ServiceNow to increase public awareness, and improve user self-service.
- Enhance end-user satisfaction, and improve the visibility of IT services to ensure a positive user experience.
Network Support Engineer
SDI TECH SERVICES PVT LTD
10.2015 - 06.2017
- Raise tickets with regional and ISPs for technical queries and QoS support.
- Assist customers via calls and emails in troubleshooting network-related issues.
- Provide on-site and off-site support during installations and troubleshooting activities.
- Identify data traffic bottlenecks, and coordinate with backend ISPs for resolution.
- Troubleshoot network connectivity using tools like ping, traceroute, and telnet.
- Negotiate and communicate internet access requirements with users, specialists, and staff.
- Investigate, diagnose, and resolve network-related issues efficiently.
- Administer and design LAN, WAN, Intranet, and Internet networks for optimal performance.
- Configure and install IPsec tunnels and Windows VPN at client sites.
- Engage with clients for requirement gathering, risk assessments, and finalizing technical specifications.
- Worked with cross-functional teams to achieve goals.
- Created detailed documentation regarding all aspects of the networks configuration and setup process.
Education
Bachelors in engineering (BE) - EXTC
A.C. Patil College of Engineering
12.2015
12th (HSC) - Applied Mathematics
National Junior College
05.2010
10th (SSC) -
Holy Family Convent High School
06.2008
Skills
- ITSM
- Incident management
- Problem management
- Change management
- MCITP
- CCNA
- A
- N
- Active Directory
- Ticketing tools - ServiceNow/BMC Remedy
- Service delivery
- Major incident management
- Security Tools - Threatlocker / Zscaler / SentinelOne / Azure / O365 Defender / Proofpoint / CarbonBlack
Certification
ITIL v4 Foundation Certification
Achieved ITIL v4 designation for IT Service Management with Axelos Global
Best practice
Timeline
Processor SOC Support
Kroll (Duff and Phelps LLP)
07.2022 - 06.2024
Associate Consultant
CAPGEMINI TECHNOLOGY SERVICES INDIA LTD
06.2020 - 07.2022
Technical Support Engineer
ORANGE BUSINESS SERVICES
08.2017 - 06.2020
Network Support Engineer
SDI TECH SERVICES PVT LTD
10.2015 - 06.2017
Bachelors in engineering (BE) - EXTC
A.C. Patil College of Engineering
12th (HSC) - Applied Mathematics
National Junior College
10th (SSC) -
Holy Family Convent High School
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