Simran Chopra

• Enhanced network security by monitoring systems for potential threats and vulnerabilities.
• Reduced false alarms by fine-tuning intrusion detection system configurations based on historical analysis of incidents.
• Identified root causes of security breaches through thorough investigation and analysis of log data.
• Provided technical support during high-priority incidents, ensuring timely resolution with minimal impact on business operations.
• Maintained accurate documentation of all SOC activities, facilitating knowledge sharing across the organization.
• Provided expert guidance on cybersecurity trends and emerging threats to internal stakeholders for informed decisionmaking.
• Improved incident management workflows through streamlined communication between SOC Analysts, IT departments, and other relevant parties.
• Streamlined incident response processes for quicker threat detection and remediation.
• Conducted comprehensive security assessments to identify risks and recommend mitigation strategies.
• Supported compliance initiatives by conducting regular audits of security controls and providing recommendations for improvement.
• Leveraged advanced analytics tools for proactive identification of cyber threats, enabling early response actions against potential attacks.
• Trained junior analysts in threat intelligence gathering techniques, improving overall team efficiency.
• Promoted a culture of security awareness through regular training sessions, presentations, and workshops for employees at all levels.
• Investigated and resolved incidents of unauthorized access to sensitive information.
• Recommend improvements in security systems and procedures.

· Investigate of a range of security event logs and alerts using different security tools and platforms.

· Analyze technical vulnerabilities and the risk they pose to ICT environments.

· Contribute to providing support and advice to customers on the resolution of issues and the remediation of security incidents.

· Perform basic configuration and tuning of security tools.

· Provide professional and effective support of IST's services and technologies

· Provide expert advice and support to customers on the best utilization of client technology

· Effectively communicate details of incidents to other squad members or supporting teams to get resolved quickly and efficiently.

· Delivery of a consistent, positive, and high-quality service experience.

· Focuses on first call resolution.

· Responds to all service requests to in a courteous and professional manner.

· Ensures that all cases are managed within agreed service level timeframes.

· Actively informs customers of the status of their logged requests.

· Provides professional and effective support of IST services and technology:

· Documents (Knowledge Base) of operating procedures and other information relevant to ensuring smooth operation of the Service Desk.

· Provides expert advice and support to customers on the best utilization of Client Technology

· Incidents, issues, risks and impacts are promptly escalated to the Squad leaders.

· Ensures all incidents are classified and prioritized as defined by agreed processes and resolved efficiently.

· Records all incidents and service requests in the Service Desk tool.

· Ensures that appropriate priorities are assigned to Service requests in accordance with agreed Service Level Agreement (SLA) timeframes.

· Escalates requests that cannot be resolved within the agreed timeframes are appropriately.

· Actions emergency requests quickly or escalates within the agreed process.

· Effectively communicates details of incidents to other squad members or supporting teams to get resolved quickly and efficiently.

· Follows cases to resolution concerning asset management.

· Contribute to the IST goal of having delighted customers.

· Assists with Parliamentary stock management including provisioning, break/fix, CMDB maintenance and disposal.

· Contributes to the IST goal of having delighted customers.

· Constructively handles stressful or difficult exchanges.

· Provide expert and innovative solutions to user problems to ensure user satisfaction.

· Disseminate and coordinate user and support issues among team members to ensure timely distribution of knowledge resulting in user satisfaction.

· Research, resolve and respond to questions in accordance with current standards.

· Always demonstrate a high level of customer service, avoiding jargon and 'talking down’ to customers.

· Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help desk users.

· Adhere to all levels of privacy act, highest levels of support and professionalism and policies and procedures.

· Contract and Jobs Management involving processing data using Navision, processing Sundry job invoicing and general filing and preparation of contract documents.

· Administrative and clerical Support.

· Handled 30-50 calls a day and sharpened my professional and analytical skills.

· Configure user’s profiles for Microsoft Lync accessProviding Customer Service for customers

· Look after other day to day activities.

· Configuration of POS machines.

· Providing POS solutions with effectively communicating the related information to the customer.

· To provide on-site and remote network and terminal support for whole range of technical products supplied.

· Conducted troubleshooting on all equipment including: POS registers, register printers, register scanners, phone lines, debit terminals, back office equipment and network equipment.

Providing presales and after sales support within SLA.