Open To Work
Keshav Rao H
Toronto,Canada
Summary
Results-driven Service Delivery Analyst known for exceptional productivity and efficiency in task completion. Possess specialized skills in ITIL frameworks, process improvement, and customer relationship management. Excel in problem-solving, communication, and adaptability to ensure seamless service delivery and client satisfaction. Committed to leveraging technical expertise and interpersonal abilities to drive operational excellence.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Delivery Analyst L1 & L2
Fidelity Information Services Global
01.2023 - 04.2024
- Disaster Recovery and SLA Compliance - Successfully executed disaster recovery procedures during critical application downtimes, ensuring SLA adherence and maintained DRP documentation.
- Microsoft Power Automate - Developed automation flows which reduced the number of daily tasks.
- Shell scripting - Created scheduled reports displaying health of servers.
- Change Management - Have experience in Change Management leveraging ServiceNow. Experienced in handling change requests, performing technical change related tasks and can oversee all change activities.
- Client-Facing Technical Support - Collaborated directly with stakeholders to troubleshoot production issues, clarify technical requirements, and ensure timely resolution aligned with SLAs and compliance standards.
IT Intern
Fidelity Information Services Global
02.2022 - 12.2022
- Actively monitored production environments to detect and respond to incidents; created detailed tickets, escalated issues to appropriate teams or clients when necessary, and led resolution efforts to minimize business impact.
- Utilized Splunk and system logs to proactively detect anomalies, contributing to early threat detection and reducing incident investigation time.
- Authored internal documentation for routine procedures, incident playbooks, and automation workflows to streamline team operations and improve onboarding efficiency.
Education
Post-Graduate Certificate - Cyber Security
Loyalist College of Applied Technology
Toronto, ON01-2026
Skills
- Python
- C
- SQL
- JavaScript
- PowerShell
- Bash/Shell
- Splunk
- Microsoft Sentinel
- ServiceNow
- Power Automate
- Nmap
- Burp Suite
- Kali Linux
- Microsoft 365
- SIEM Tools
- Log Analysis
- Vulnerability assessment
- Azure
- Risk Assessment & Compliance
- Identity & Access Management
Certification
- Certified in Cybersecurity (CC), ISC2, Demonstrated foundational knowledge in cybersecurity principles, including risk management, network security, access control, and incident response; validates readiness for entry-level roles in cybersecurity.
- CompTIA Security+ (SY0-701), In Progress, Currently preparing for the globally recognized certification covering secure network architecture, threat detection and mitigation, risk management, and incident response, aligned with DoD 8570 compliance.
Projects
- Azure-based Suspicious Login Detection System - Built a real-time login anomaly detection solution using Microsoft Sentinel, Log Analytics, and KQL. Integrated Logic Apps for automated alerting and incident response to detect suspicious user behavior in Azure AD environments.
- Windows Event Log Monitoring and Alerting via PowerShell - Automated monitoring of Windows Security and System logs using PowerShell scripting. Implemented custom rules to generate alerts for suspicious events, supporting early threat detection and incident response preparation.
- Portfolio Website View Counter - Developed and deployed a serverless view counter using Azure Functions and Table Storage to track unique visits on a WordPress portfolio site. Implemented IP logging and timestamping for basic analytics within the Azure free tier.
- Python based Keystroke Logger - A GUI based keylogger built to keep track of user's keyboard inputs while its running. Tkinter and Pynput were mainly used to develop this.
- MAC Address Changer - Built using a python module Subprocess, this tool can modify the MAC address of any network interface on the system.
- Encryption Methods using Python - Developed and deployed a Streamlit-based web simulation showcasing various encryption methods.
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
RemoteOn-SiteHybridSalary Range
$45000/yr - $200000/yrTimeline
Service Delivery Analyst L1 & L2
Fidelity Information Services Global
01.2023 - 04.2024
IT Intern
Fidelity Information Services Global
02.2022 - 12.2022
Post-Graduate Certificate - Cyber Security
Loyalist College of Applied Technology