• Analyze reported issues to determine their root causes and provide appropriate solutions. This may involve utilizing diagnostic tools, and knowledge bases, or collaborating with other team members to troubleshoot and resolve technical problems.• Mainly focus on rapid response to emerging threats.• Analyze security data investigate threats and help implement security measures• Identifying risks and issues with Strong troubleshooting abilities and system configurations• Maintain detailed records of customer interactions, including the issues reported, steps taken for diagnosis and resolution, and any follow-up actions required.• Responsible for appropriately escalating cases when necessary, ensuring associates receive timely and effective assistance.• Had a deep understanding of the products or services we support. This includes knowledge of software applications, hardware components, networking technologies, and any relevant configurations or settings.• Continuous Learning involving ongoing training, self-study, and participation in relevant workshops or certification programs to enhance skills and knowledge.

• Transitioned 5 technologies FTTP, FTTC, FTTN, FW & HFC.• Worked with ERP systems for Telstra technology.• Monitor and send daily production emails• Worked as a process improvement in two pilot technology• Assisted in implementing security measures, configuring security software and hardware, and maintaining a security system• Detect and respond to security incidents to ensure system and data security.• Worked with ServiceNow for incident handling like incident escalation, resolution, reporting and analysis.• Proficient in both Agile and Waterfall methodologies with foundational experience.• Also handling a team of 25 people helping them out with their technology-required support.

• Identify and mitigate risks that could impact the organization's reputation, financial stability, or legal compliance. This involves developing risk management strategies, implementing internal controls, and ensuring compliance with relevant laws and regulations.• Analyze complex problems, evaluate options, and make sound decisions based on data, experience, and strategic objectives.• Increased efficiency, effectiveness, and profitability by managing team productivity, costs, and budgets• Resolved issues quickly through meticulous research and quick decision-making for the clients.• Conducted quality, timely performance feedback and performance appraisals.