Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Degree Related Projects
References
Hobbies and Interests
Timeline
Generic

Divya Shakti

Brisbane,QLD

Summary

Experienced Technical Support Engineer with over 5 years of experience in troubleshooting and resolving technical issues with a knowledge in networking and security. Proficient in maintaining service level agreements and providing premium customer support through web portal, phone, and chat. Strong communication skills and a commitment to developing creative solutions to improve customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Analyst

HUB24
Brisbane
06.2018 - Current
  • Ticket management with escalation and SLA reporting on Zendesk and ITSM
  • Microsoft office 365 administration including managing exchange, Sharepoint, Teams, OneDrive on Microsoft Admin and Remote Desktop Server
  • Administer in-house developed web application and reports
  • Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues
  • Provided remote support services for clients using virtual private networks or other remote access technologies.
  • Creating user guides and documentation for internal team and external customers
  • Complete Endpoint deployment and End User Support via Manage Engine Endpoint Central cloud
  • Analyzed system logs for potential problems or errors related to system performance or security threats
  • Azure Active Directory administration including Azure AD security groups and AD roles
  • Developed reports utilising SQL skills for daily monitoring purposes
  • Top performer in my team in terms of ticket resolved and time to resolve matrices.

Technical Support Engineer

Forcepoint
India
05.2021 - 07.2022
  • Providing technical support on remote session, chat and calls for all Forcepoint Email Security Software's on cloud, On-premises and Hybrid
  • Fine tuning of alerts to reduce False Positives
  • Testing of security rules placed in Email Security products and monitor their effectiveness in labs
  • Facilitated with the Sales team and customers for feature enhancement in the Email Security Product
  • Gather logs running Linux commands on remote sessions, configuration details and attempt to reproduce the issue for enterprise customers
  • Replicating real-time network topologies in the GNS3 console
  • Prioritize workload based on severity and impact to customer and demonstrate a sense of urgency when handling cases in Salesforce
  • Document the solution of onerous issues for future reference.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Liaised with software engineering teams to resolve advanced customer issues.

Education

Diploma in Information Technology -

Griffith College

Diploma in Project Management -

Sydney School of Business and Technology

Bachelor's in Information Technology -

Griffith University

I.T Professional Career Development -

Navitas

Skills

  • LAN/WAN
  • TCP/IP
  • Routing
  • Switching
  • Firewall
  • Linux
  • SQL
  • Software Installation
  • Microsoft O365
  • System Administration
  • Azure Cloud Computing
  • Remote Technical Support
  • Troubleshooting and diagnostics
  • Cybersecurity frameworks

Affiliations

Australian Computer Society (ACS)

Certification

  • Microsoft Certified: Azure Fundamentals
  • Cybersecurity Certified ISC2
  • Pursuing: CompTIA Network+

Degree Related Projects

  • BinnaBura Lodge, Gold Coast Quality Manager, Review all products development procedures to identify deviations from quality standards., Inspect final outcomes and compare properties to outcomes.
  • Biometric Identification Service Case Study - Implementation of Agile on Biometric Identification Service Project, Manage and deliver low-risk projects to medium-sized development teams., Assist the project team in project delivery., Prepare and assist with project documentation, scheduling, issue tracking, resource management.
  • ITIL And CoBIT5 Framework Case Study - Implementation of ITIL and CoBIT5 on Celanese (Largest Chemical Producer), Analyse the processes directed towards strategic business and other organizational objectives., Develop and Deliver IT Service Management (ITSM) solutions based on ITIL best Practises that focus on people, process, technology, and information perspectives of providing integrated organisation wide business solution., Assisting in overhauling the special assets functions

References

References will be provided upon request.

Hobbies and Interests

  • Reading
  • Cooking
  • Cricket

Timeline

Technical Support Engineer

Forcepoint
05.2021 - 07.2022

Technical Support Analyst

HUB24
06.2018 - Current

Diploma in Information Technology -

Griffith College

Diploma in Project Management -

Sydney School of Business and Technology

Bachelor's in Information Technology -

Griffith University

I.T Professional Career Development -

Navitas

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Divya Shakti