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
11
11
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
InOpTra Digital Innovations Inc.
Banglore
04.2025 - Current
- Provide operational support for Network Migration, Deployment, and Implementation Projects.
- Coordinated multiple parties during Client Cut bridges to ensure seamless transitions.
- Ensure adherence to Project Procedures by all teams involved in cut events.
- Escalate issues promptly to appropriate resources during Client cut bridges.
- Collaborate with Cut engineers to develop solutions for issues during Client Cut bridges.
- Documented detailed notes and generated concise hourly reports during scheduled Client cut events for operational clarity.
- Utilize ITIL Service Management practices in daily operations.
- Review schedules and Method of Procedures (MOPs) for all scheduled Client Cuts on a daily basis.
- Manage Infrastructure Services Escalation bridges effectively.
- Developed and updated documentation for Standard Operating Processes and Procedures to enhance operational consistency.
Processor SOC Support
Kroll (Duff and Phelps LLP)
07.2022 - 06.2024
- Engaged with Security Vulnerability Team for cybersecurity root-cause analysis and support for incident resolution.
- Conduct investigations and mitigation efforts for security incidents, ensuring swift response and resolution.
- Enforce organizational security policies to safeguard the integrity and protection of networks, systems, and applications.
- Demonstrate resourcefulness and quick problem-solving abilities to troubleshoot critical technical issues.
- Collaborated with cross-functional teams to ensure timely and accurate task completion.
- 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.
- 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
- Identify the root causes of incidents, provide resolutions, and recommend process improvements.
- Offer expert support during SWAT calls for major incidents, delivering real-time updates to stakeholders and cross-functional teams to ensure effective resolution.
- Produced high-quality management reports, coordinated actions, and shared insights on root causes and known errors.
- Fostered and maintained strong, collaborative relationships with customers, led operational and management meetings to facilitate continuous improvement.
- Guide customers to ensure a globally consistent approach to operational processes.
- Protected customers' business interests by ensuring compliance with operational guidelines.
- Ensure appropriate identification and training of stakeholder resources.
- Ensured effective operation of problem, incident, and change management processes.
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.
- Engaged with L2 and L3 operational teams to troubleshoot and manage incident resolution.
- Collaborate with development teams in troubleshooting and resolving incidents, ensuring clear communication throughout the process.
- Conduct first-level investigations for CIC incidents, ensuring timely identification and escalation of issues.
- 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.
- Minimize outages, enhance agent productivity, meet SLAs, and manage the complete lifecycle of IT tickets.
- Track and manage configuration items, mapping their relationships and dependencies, to improve service management.
- Created and published knowledge articles in ServiceNow to improve user self-service.
- Send hourly notifications for planned outages, and provide ongoing support throughout the outage period.
- Enhanced end-user satisfaction and visibility of IT services to ensure positive user experience.
Network Support Engineer
SDI TECH SERVICES PVT LTD
10.2015 - 06.2017
- Assist customers via calls and emails in troubleshooting network-related issues.
- Troubleshot network connectivity issues using tools like ping, traceroute, and telnet, enhancing overall system reliability.
- Investigated, diagnosed, and resolved network-related issues, reducing downtime and improving client satisfaction.
- Identify data traffic bottlenecks, and coordinate with backend ISPs for resolution.
- Provide on-site and off-site support during installations and troubleshooting activities.
- 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.
- Collaborated with cross-functional teams to facilitate project completion.
- Raised tickets with regional ISPs for technical queries and QoS support to ensure timely resolutions.
- Created detailed documentation regarding all aspects of the network's 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
- Incident management
- Problem management
- Change management
- ITSM
- Major incident management
- Service delivery
- ITIL framework
- Ticketing tools - ServiceNow/BMC Remedy
- Network troubleshooting
- Security Tools - Threatlocker / Zscaler / SentinelOne / Azure / O365 Defender / Proofpoint / CarbonBlack
- MCITP
- CCNA
- A
- N
- Active Directory
- Continuous improvement
- Cross-functional collaboration
- Customer support
Certification
ITIL v4 Foundation Certification
Achieved ITIL v4 designation for IT Service Management with Axelos Global
Best practice
Timeline
Senior Technical Support Engineer
InOpTra Digital Innovations Inc.
04.2025 - Current
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