Achyut Rajpandey
Toronto,ON
Summary
IT professional with 6+ years of experience in the IT/ ITES industry, with extensive experience in IT Operations, IT Service Delivery, IT Process design/ development & implementation and Customer relations. I was with Eurofins IT Solutions, Marvell Semiconductor, DXC Technologies. In my previous role in Eurofins, I was working in Global Service Operations team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Seniot Associate IT
Eurofins IT Solutions India Pvt. Ltd
03.2019 - 12.2022
- Monitor and analyze security alerts and incidents to identify potential threats or security breaches in real-time within the Global Security Operations Center (GSOC)
- Utilize various security tools and technologies to investigate security incidents, perform threat hunting, and provide timely response and resolution
- Collaborate with cross-functional teams to coordinate security response efforts and escalate incidents as necessary to ensure overall security posture of the organization
- Managed Service Level Agreements (SLAs) for multiple client accounts, ensuring compliance and delivering on performance metrics
- Diagnosed and resolved network issues, ensuring minimal downtime and maximum performance
- Conducted regular network monitoring to identify and address potential issues before they impacted operations
IT Analyst
Marvell Semiconductor
01.2018 - 03.2019
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Developed and maintained IT documentation, including system configurations and troubleshooting guides, to facilitate knowledge sharing among team members.
- Provided end-user support and training on IT systems and applications, resulting in a 95% satisfaction rate among internal stakeholders.
- Implemented and maintained Service Level Agreements (SLAs) for IT support services, ensuring consistent delivery of high-quality and efficient support to end-users
- Skilled in configuring and managing network devices such as routers, switches, and firewalls to ensure smooth data transmission.
- Utilize ticketing tool to accurately document and prioritize incoming customer inquiries and technical issues
Technical Support Executive
HP
07.2015 - 12.2017
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
- Analyzed and developed service goals for in-bound call center.
- Configured and tested new software and hardware.
- Provided timely and efficient technical support to end-users via phone, email, and live chat for resolving hardware and software issues
- Developed and maintained support documentation and knowledge base to improve troubleshooting processes and assist in training new team members
- Participated in product testing and feedback sessions to help improve the quality and functionality of software and hardware solutions
- Implemented and customized ServiceNow modules to streamline incident management, change management, and service catalog processes
Education
Postgraduate Degree - Cybersecurity
Loyalist College
09.2024
BE - Bachelor of Engineering - Computer Science
Cambridge Institute Of Technology
07.2015
Skills
- Digital Forensics
- MS Azure
- Security Information and Event Management (SIEM)
- TCP/IP
- Incident Management
- Networking
- Ticketing Tool
- Active Directory
- MS Azure
Certification
- ITIL Foundation Level
- Introduction to Digital Forensics
Languages
English
Full Professional
Timeline
Seniot Associate IT
Eurofins IT Solutions India Pvt. Ltd
03.2019 - 12.2022
IT Analyst
Marvell Semiconductor
01.2018 - 03.2019
Technical Support Executive
HP
07.2015 - 12.2017
Postgraduate Degree - Cybersecurity
Loyalist College
BE - Bachelor of Engineering - Computer Science
Cambridge Institute Of Technology
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