Prem Hirani
Scarborough,Canada
Summary
Rational IT Analyst with 2 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
5
5
years of professional experience
Work History
Technical Support Advisor
Kelly Connect
10.2022 - Current
- Full-time technical support advisor at Apple
- Handling Apple devices and their operating systems
- Troubleshooting problems related to iPhone, iPad, Apple Watch, iOS, iPadOS
- Handle call flow and provide possible solutions
- Documentation of call notes, provided solutions, reports, and logs.
Customer Service Manager
Walmart
08.2021 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Assistant Python Developer
Sculpt Soft
07.2019 - 02.2020
- Created database using MySQL, wrote several queries to extract data from database
- Operated on HTML/HTML5 and CSS/CSS3
- Good experience in operating various Python Integrated Development
- Experienced in Agile Methodologies, Scrum stories and sprints experience in a Python based environment
- Developed Web based project for providing services to institution, educational, co-operate
- Good Knowledge of Python and Python Web Framework Django
- Wrote Python routines to log into websites and fetch data for selected options
- Python programming language used to implement algorithms, data processing, and various automation tasks.
Education
Post Graduate Diploma - Information Technology - Cybersecurity
Lambton College
Mississauga, Ontario08.2022
Bachelor's in computer engineering -
Gandhinagar Institution of Technology
Ahmedabad, Gujarat08.2020
Skills
- Performance Optimization
- IT Performance Reports
- Risk Assessment
- Information Security
- Statistical Analysis
- System Architecture
- System Validation Design
- Network Security
- Project-Level Hardware Planning
- Data Analysis
- Software Design
- Network Management
- Customer Support
- System Performance
- Quality Assurance
- Business Intelligence
- IT Risk Management
- Cybersecurity Expertise
- ITIL Knowledge
- IT Service Management
- IT Troubleshooting
- User Experience Design
- Security Auditing
- Vulnerability Assessment
- Intrusion Detection
- Endpoint Security
- Ethical Hacking
- Wireless Security
- Security Architecture
- Security Training
- Encryption Technologies
- Configuration Management
- Secure Coding
- Threat Intelligence
- Access Control
- Data Protection
- Firewall Management
- Virtualization Security
Volunteer Experience
Seva Cafe, Unknown, Unknown, 07/01/18, 08/01/18, Server/Waiter, Frequently provided professional, friendly, and engaging service, Pursued all safety and sanitation policies when handling food and beverage to uphold proper health standards, Routinely supported other areas of restaurant as requested, including answering telephones and completing financial transactions for other staff, Assisted in cashiering and Point of Sale (POS) system procedures during busy hours
Languages
English
Native or Bilingual
Gujarati
Native or Bilingual
Hindi
Native or Bilingual
PROJECT - 1
Developing a Cybersecurity Architecture, Mississauga, Ontario May 2022 – August 2022
Team Leader
• Drafting a roadmap as well as designing future security architecture for HAL
• Designed cyber security solutions for business processes and applications to protect business resources
• Developed cyber security strategies and processes for business communications respond to needs of all internal stakeholders
• Designed and implemented cyber security solutions in compliance with security policies, standards, and regulations within organization
• Planed, executed, and evaluated cyber security policies and strategies using project management principles to respond to needs of organization’s information security requirements
PROJECT - 2
Capstone Information Security, Mississauga, Ontario May 2021 - September 2021
Team Member
• Researched on different types of attack's happened on the Local Government and Municipalities also found how did attacks happens and what steps should be taken or should be taken to prevent attack to happen again
• Also researched regarding seven domains of the IT infrastructure, also made a compliance report for the local Government and Municipalities
Timeline
Technical Support Advisor
Kelly Connect
10.2022 - Current
Customer Service Manager
Walmart
08.2021 - Current
Assistant Python Developer
Sculpt Soft
07.2019 - 02.2020
Post Graduate Diploma - Information Technology - Cybersecurity
Lambton College
Bachelor's in computer engineering -
Gandhinagar Institution of Technology
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