PUSHPAMALA DURAIRAJ
Duluth,GA
Summary
Experienced Technical Support Analyst with 6 years of experience. Experienced in Cybersecurity - EPR tool, Identity Access Management (IAM). Proficient in troubleshooting, problem resolving technical issues, and providing exceptional customer support. Skilled in implementing and managing IAM solutions, ensuring secure access controls. Proven track record of effectively utilizing ServiceNow for incident management, problem resolution, and service request fulfillment. Strong communication and problem-solving abilities, coupled with a dedication to delivering high-quality solutions and exceeding customer expectations. Strong process knowledge in Service Management.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technology Lead- Cybersecurity
Infosys Technologies
Alpharetta, United States
02.2023 - 02.2024
- Provide expert level support for IAM systems, including single sign on (SSO), Multi factor authentication (MFA), User provisioning / De-provisioning
- Role based access control (RBAC) and Identify governance and administration (IGA)
- Lead troubleshooting efforts to identify and resolve IAM related issues, minimizing downtime and optimizing system performance
- Provide technical guidance and mentorship to junior team members, fostering skill development and knowledge sharing within the team
- Expertise in the development of custom workflows with multi-level approval and time-based application for approval process, self-service, profile update and changing the user and group modifications
- Collaborated with cross functional teams to define service level agreements (SLAs), key performance indicators (KPIs) and metrics for measuring service performance
- Determining project requirements and developing work schedules for the team
- Delegating tasks and achieving daily, weekly, and monthly goals
- Liaising with team members, management, and clients to ensure projects are completed to standard
- Identifying risks and forming contingency plans as soon as possible
- Analyzing existing operations and scheduling training sessions and meetings to discuss improvements
- Updating work schedules and performing troubleshooting as required
- Motivating staff and creating a space where they can ask questions and voice their concerns
- Being transparent with the team about challenges, failures, and successes
- Writing progress reports and delivering presentations to the relevant stakeholders.
Technical Support Manager- Production Support
Cyber Slash Support
Chennai, India
02.2008 - 08.2012
- 5 years of experience in supporting application in online education portal (blackboard)
- Subject Matter Expert in Blackboard Learn product
- Excellent knowledge on Oracle Peoplesoft application for handling tickets
- Can collaborate effectively with team members and with cross functional teams
- Can successfully complete task with minimal supervision
- Interaction with client/stakeholders to gather the business requirements and understand the scope of the project, tasks, and timeline
- Provide software solution based on the business requirement
- Perform Impact Analysis in case of impacts that are being identified
- Perform System administration tasks in Production and Lower environments
- Documenting any new lessons learned and problem resolutions in the support manual
- Application availability, Performance and External Systems connectivity monitoring
- Perform all required Pre/ Post validation during the systems upgrades / maintenance
- Additional support hardening activities and creating new monitoring scripts
- RCA for Sev1 and Sev2 issues and engaging with external vendors
- Perform process document after the requirements are complete to the support staff
- Identify and implement process improvements.
Education
Bachelor of Technology - Electrical and Electronics Engineering
Amrita Vishwa Vidyapeetham University
05.2007
Skills
- Identify and Access Management
- Salesforce Admin
- Troubleshooting
- Problem solving
- App Dynamics and Splunk Alerts
- Mainframe
- Unix, MS SQL, Oracle, and Database management concepts
- Service Management Process – Service now
- Incident Management
- Problem Management
- Change Management
- Release Management
Certification
- Microsoft Certified: Identity and Access Administrator Associate(SC 300)
- Salesforce Certified Administrator
Timeline
Technology Lead- Cybersecurity
Infosys Technologies
02.2023 - 02.2024
Technical Support Manager- Production Support
Cyber Slash Support
02.2008 - 08.2012
Bachelor of Technology - Electrical and Electronics Engineering
Amrita Vishwa Vidyapeetham University
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