Simran Jivani Email & Phone Number

Mississauga, Ontario, Canada

• Provide quality customer support for all incoming contacts via call for IT-related issues or requests• Perform diagnostics, troubleshooting and resolution activities for incidents or requests beingreported, based on knowledge articles for incident or request processing & fulfillment• Appropriate use of all tools available for resolution activities (remote take-over, knowledge base,ticketing systems [ServiceNow], communication)• Log & categorize all contacts within an incident management (ticketing system) tool• Assign contacts that cannot be resolved on first contact to 2nd/3rd level support teams as per theknowledge base• Collaborate with 2nd/3rd level teams and Vendors as required• Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action• Identify and escalate urgent / priority incidents as required• Develop knowledge and keep up to date on new processes or proceduresSkills: Active Directory, Mobility, ServiceNow, Microsoft 365, Lotus Notes

Enhance Understanding of strengthen corporate security with business-aligned cyber thinking. Worked with Marketing, Threat catalog , Risk assessment and Control Catalog teams to understand Business Framework.Research & Analyze Numerous Controls for Data privacy, Data Protection and Zero trust.

Postgraduate Degree, Information Technology Project Management

Academic knowledge in Project life cycle, Project management methodologies, Control and Cost mechanism, Project scheduling, project.

Postgraduate Degree, Cyber Security And Threat Management

Academic knowledge in TCP/IP model, Cryptography, Network topologies and addressing, penetration testing, security forensics, IT security.

Bachelor Of Engineering (Be), Computer Engineering, Cgpa- 8.3

Programming language skills for C++, Java, Advanced Java, .NET, Python and Android.