Saksham Sharma
Waterloo,ON
Summary
I have over three years of dedicated experience as a Technical Support Analyst within the IT industry, proficient in addressing end-user concerns and rectifying issues pertaining to computer systems, mobile devices, and peripheral equipment. Possess a keen understanding of usability and security considerations, ensuring comprehensive support solutions. Certified in Cybersecurity (CC) by ISC2 and CompTIA Security+ SY0-701 certified, demonstrating a solid understanding of Cybersecurity principles and practices. I am a proactive learner with a genuine passion for emerging technologies, committed to continuous skill enhancement through various avenues such as LinkedIn Learning, formal classroom instruction, and hands-on training. Embracing the evolving landscape of technology and its impact on our daily lives is a core aspect of my professional ethics. I hold a Bachelor's degree in Computer Applications complemented by post-graduate certifications in Computer Applications Security and Wireless Networking.
Overview
7
7
years of professional experience
19
19
years of post-secondary education
8
8
Certifications
Work History
Technical Support Analyst
BlackBerry
10.2022 - 11.2023
- As a Cybersecurity Support Analyst, my role includes taking ownership of customer inquiries and support issues, both through voice and electronic interactions
- Provide technical assistance to customers and partners for planning, installing, configuring policies, upgrading, repairing, and troubleshooting problems with cyber security software such as Cylance: Endpoint Detection and Response, BlackBerry Endpoint Management Server, MDM tools, and SIEM tools
- Incident response including reviewing logs, and collaborating to prevent/isolate traffic, solution development and threat analysis
- Responsible for cross-communication with the Development team, Technical Account Managers and Senior Escalation to ensure smooth operations
- Use troubleshooting skills to analyze quickly, provide log analysis, .HAR file, and help resolve incidents
- Providing insight to incident management, and continuous improvement to procedures and policies
- Utilized various networking tools such as Wireshark, Telnet, and command line tools to assist customers in locating and resolving issues with firewall and network configurations
- Testing of products and submitting feature enhancement requests
- Communicate with Threat Research and Incident Response team to validate, asses, understand the root cause and mitigate vulnerabilities
- Research, Authorize and review technical documentation and take ownership of correcting any issues with respect to processes and documentation
- Used Salesforce Classic and Lightning.
Technical Support Specialist
Vox Mobile
09.2021 - 07.2022
- Communicate with computer/mobile users experiencing difficulties to determine the problems explained
- Collaborate with multiple departments to ensure issues are resolved
- Acquire a level of knowledge in mobility services in order to exceed users' expectations
- Collect, organize and maintain a problem and solution ticket for use by other technical support specialists and analysts
- Consulting technical manuals- knowledge base and other documents to research and implement solutions
- Provide technical support services to end users, including device troubleshooting, activations, and swaps
- Provide advice to users in response to identified difficulties
- Maintain quality customer service on all inbound, outbound calls and email interactions
- Worked on Service Now, Citrix Workspace, and Vox Mobile's knowledgebase Support Center Tools
- Managing devices remotely on BlackBerry UEM, VMware Workspace ONE, and Microsoft Intune MDM servers
- Documented and updated case notes for each customer and work order.
Technical Support Representative
Gatestone & Co Inc.
08.2020 - 09.2021
- Provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues
- Communicate electronically and by phone with customers experiencing technical difficulties to determine and document problems experienced
- Diagnose and resolve technical problems encountered by customers
- Consult internal software, tools and guides, to research customer issues and implement solutions
- Document customer records with the log of problems and solutions for use by other Technical Support Representatives
- Deliver exceptional customer experience while staying within our support scope guidelines
- Educate customers in realizing the full benefit of the client's products and services and look for opportunities to improve our business and elevate customer experiences
- Promote and sell the features, advantages, and benefits of client products and services to our customers
- Employ time management and multi-tasking skills to maintain high service levels
- Thoroughly document customer interactions and escalate potential service issues
- Identify opportunities to improve customer service levels
- Supported customers with online billing, access, and account issues.
Junior Web Developer
Webstylio
03.2017 - 05.2018
- Write code using programming languages such as HTML, CSS, and JavaScript based on provided designs and specifications
- Create concepts for interactive design and user engagement
- Also, ensure that the websites are more user-friendly
- Continuously learn new technologies, techniques, and best practices in web development to enhance skills and contribute effectively to projects
- Collaborate with team members including designers, back-end developers, and project managers to ensure the smooth execution of web development projects
- Conduct basic testing of websites or web applications to ensure functionality, usability, and responsiveness across different browsers and devices
- Document code changes, processes, and procedures to maintain project documentation and facilitate knowledge sharing within the team
- Provide assistance in troubleshooting and resolving technical issues or challenges encountered during development or after deployment
- Adapt to changing project requirements, priorities, and technologies as needed to contribute effectively to project success
- Communicate effectively with team members to provide updates on progress, discuss challenges, and seek assistance or clarification when required
- Manage time and tasks efficiently to meet deadlines and deliver quality work within project constraints.
Junior Web Developer (Apprenticeship)
08.2016 - 02.2017
- Work under the guidance of senior developers to build and maintain websites or web applications
- Continuously learn new technologies, techniques, and best practices in web development to enhance skills and contribute effectively to projects
- Conduct basic testing of websites or web applications to ensure functionality, usability, and responsiveness across different browsers and devices
- Assist in troubleshooting and resolving technical issues or challenges encountered during development or after deployment.
Education
Ontario College Graduate Certificate - Wireless Network Infrastructure
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON 05.2001 - 05.2020
Ontario College Graduate Certificate - Computer Application Security
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON12.2019
Bachelor of Computer Applications - Computer Science
Manipal University
Jaipur, India06.2016
Skills
Knowledgeable in incident detection, response, and mitigation techniquesFamiliarity with digital forensics tools and techniques for investigating security incidents and breachesExperience with security assessment tools like Wireshark and NmapSkilled professional with experience in information security assessments remediation and investigationProven ability to manage alerts and tickets based on priorityProficient knowledge about conducting risk assessments, identifying vulnerabilities, and recommending mitigations to reduce Cybersecurity risksFamiliarity with risk management frameworks and methodologies, including ISO/IEC 27001 & 27017, ISO/IEC 27018, and NIST Cybersecurity frameworksUnderstanding of compliance requirements such as GDPR, HIPAA, and PCI DSS, and ability to ensure organizational compliance accordinglyComprehensive knowledge of various Cyber-Security concepts including Access Control, Cryptography, Cyber Forensics, Data Security, Disaster Recovery Planning, Firewall Configuration, Identity Management, Malware Identification, Mobile Device Security, Network Security, Security Configuration, Security Policies, Threat Analysis, Threat Detection, Threat Management, SIEM, SASE, IDS/IPS, and moreUnderstanding of networking ports and protocols such as TCP, UDP, IPsec, DNS, DHCP, NTP, VPNs, HTTPS, IMAP, SSH, SNMP, SCAP, and other routing protocolsExcellent investigative and troubleshooting skills, particularly in log review and risk prioritizationExperience working with Relational Databases (MySQL), Salesforce Classic & lightning, and ServiceNow ticketing toolsGood understanding of (POCs) proof of concepts, RFI/RFP responses, SLA, MOU, MOA, MSA, SOW etcFamiliarity with programming languages such as HTML, CSS, and PythonProficient in Cybersecurity tools and software such as SIEM (Security Information and Event Management) systems, IDS/IPS (Intrusion Detection/Prevention Systems), antivirus software, firewalls, NGFW, UTM and vulnerability scannersFamiliarity with database management systems such as MySQLKnowledge of virtualization services such as: Docker, Kubernetes, and VMWareUnderstanding of operating systems (Windows, Linux, etc) and their security featuresAbility to collaborate with cross-functional teams including IT, legal, and compliance departmentsEffective written and verbal communication skillsUnderstanding of cloud security principles and technologies (AWS, Azure, Google Cloud)Knowledge of encryption algorithms, cryptographic protocols, and key managementDemonstrated commitment to staying updated with the latest Cybersecurity threats, trends, and technologiesWillingness to adapt to evolving security landscape and learn new tools and techniques
Application support
Technical issue analysis
Application installations
Debugging
Remote Technical Support
Security Protocols
Data Analysis
Software Installation
Incident Management
User Support
Information Protection
Network Security
Incident Response
IDS Integration
Vulnerability Assessment
Incident Response Management
Intrusion Detection
Access Control
DDoS prevention
Phishing Detection
Web Application Security
Log Analysis
Endpoint Protection
Threat Intelligence
Digital Forensics
Two-Factor Authentication
Data Security
Interpersonal Skills
Teamwork and Collaboration
Time management abilities
Websites
Certification
CompTIA Security+ SY0-701
Activities
Played at the National Level in Soccer
Projects
Capstone Project on DDoS Attack in the Cloud environment, What is a DDoS attack? Determined the types of DDoS attacks. Implemented DDoS detection techniques with Wireshark. DDoS Prevention using AWS Shield. Mitigation approach used for DDoS attack.
Timeline
Technical Support Analyst
BlackBerry
10.2022 - 11.2023
Technical Support Specialist
Vox Mobile
09.2021 - 07.2022
Technical Support Representative
Gatestone & Co Inc.
08.2020 - 09.2021
Junior Web Developer
Webstylio
03.2017 - 05.2018
Junior Web Developer (Apprenticeship)
08.2016 - 02.2017
Ontario College Graduate Certificate - Wireless Network Infrastructure
Conestoga College Institute of Technology And Advanced Learning
05.2001 - 05.2020
Ontario College Graduate Certificate - Computer Application Security
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Computer Applications - Computer Science
Manipal University