Kshitij Saxena
Brisbane
Summary
Results-driven IT professional with over 4 years of proven experience as a Technical Support Specialist, recently completed a Master's in IT with a specialization in Cybersecurity and Networks. Adept at troubleshooting complex technical issues and providing exceptional end-user support, now transitioning into cybersecurity and networking roles. Possesses a strong foundation in network security, incident response, and system vulnerabilities, along with hands-on experience in risk mitigation and infrastructure protection. Eager to leverage both technical expertise and academic training to safeguard digital environments and contribute to organizational security strategies.
Overview
4
4
years of professional experience
Work History
Product Support Specialist
Punchh
08.2021 - 02.2022
- Collaborated with business Points of Contact (POCs) to troubleshoot, identify, and resolve technical issues and bugs, ensuring timely and effective solutions.
- Achieved 100% Customer Satisfaction (CSAT) scores and consistently met documentation goals on monthly basis.
- Partnered with Customer Success Managers to optimize program structures, ensuring seamless and efficient use by business clients.
- Coordinated with Implementation Managers to guarantee smooth and successful business launches.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Provided support to prominent brands, including Denny's, Papa John's, Taco Bell, and TGI Fridays
Technical Support Specialist
NTT DATA Services
11.2017 - 08.2021
- Senior Team Member, Sesnormatic Solutions Level 2 Support (Contractor to NTT Data Services via third-party vendors between 11/2017-03/2019)
- Provided Level 2 support for multiple high-profile retail clients for Johnson Controls, serving as specialized expert for Uniqlo, ensuring seamless technical operations across stores.
- Supervised L2 support operations, overseeing L1 support teams and field technicians through call/email monitoring, ensuring prompt issue escalation to L3 support for advanced troubleshooting and resolution.
- Collaborated with retail store employees to minimize downtime, resolving hardware issues related to POS systems, anti-theft systems, and people counting technology.
- Documented support interactions and created key Knowledge Base(s) and Runbook(s) for future reference.
- Assisted with interviewing and training junior team members for seamless integration with existing team.
- Worked closely with leading brands such as Ralph Lauren, Lululemon, Victoria's Secret, and Lowe's, delivering tailored technical solutions and maintaining high customer satisfaction.
Education
Master of Information Technology -
Queensland University of Technology
07.2024
Bachelor of Technology -
JECRC University
01.2017
Skills
- Network Fundamentals - Architecture , Protocols , Routing, Switching
- Security Fundamentals - IDP/IPS , Vulnerability Assessment
- Network Security &Cloud Security - Firewalls , ACLs , Network Segmentation, IAM
- Vulnerability Assessment & Penetration Testing - OpenVAS , Wireshark
- Compliance & Regulations - NIST , GDPR, ASD Essential Eight, AESCSF, PCI-DSS
- CRM Tools - Salesforce, ServiceNow, Atlassian Jira, Atlassian Confluence, Zendesk OpsGenie
- Scripting & Automation - Python, Powershell
- System Administration
- Network Troubleshooting
- Technical Documentation
References
- Available upon request
Timeline
Product Support Specialist
Punchh
08.2021 - 02.2022
Technical Support Specialist
NTT DATA Services
11.2017 - 08.2021
Master of Information Technology -
Queensland University of Technology
Bachelor of Technology -
JECRC University
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