This document is a career statement and resume for an IT professional with over 7 years of experience in information security, user access management, and IT helpdesk support. They are seeking a new career opportunity in the IT industry to further develop their skills and knowledge through continuous learning. Their education includes a Bachelor's degree in Business Administration and they have held roles such as Systems Analyst, Consultant, and Customer Support Officer for various companies in India. They have a range of skills including communication, organization, teamwork, and technical skills like Active Directory, Cyber-Ark, and various Microsoft applications.

1. #1, xx yyyyyyyyy Street
xxxxxxxxxxxxx, NSW – 0000
Phone: +61-12345678
My Name Email:myemail@xxyy.com
Career Statement
Organised, adaptable IT professional with seven years experience in information security, user access
management and IT helpdesk, seeking a carrier opportunity in IT industry. The focus is to gain a greater
knowledge and to achieve a challenging career to develop professionally by constant learning and
dedicated working.
Education
2011 Bachelors in Business Administration
Madras University, Chennai, India
2002 Higher School Certificate
Gill Adarsh Higher Secondary School, Chennai, India
Professional Overview
July 2009 – April 2013 Systems Analyst Enterprise Management Group, India
The Enterprise Management Group is an Indian company that has been providing innovative, practical and professional services in
the field of logistics to clients in the commercial sector.
Position Summary Queue management, assessing, distributing & logging tickets whether by
email or phone to relevant 2nd or 3rd level teams within SLX & Remedy tool
with all relevant information for efficient ticket management.
Provide support for Citrix, Windows XP, Microsoft Office 2003, Outlook, Lotus
Notes, in-house applications, Profile, BlackBerry, HP and Dell hardware
Handled service requests and access reviews for Security Control &
Monitoring Team.
Was exclusively responsible for the Chennai team and functioned in
co-ordination with the teams in Mumbai & Gurgaon.
Carried out root cause analysis for outages / issues and coming up with
suggestions to improve.
Escalate any non-compliance of the processes and anything unusual
immediately as per escalation matrix and take remedial actions.
Provide orientation to new team members.
Key Achievements Created macros in excel to reduce cost & time involved in doing user access
reviews.
Learnt to manage customer demands under pressure.
Created technical resolutions to pending problems.

2. Shared knowledge with all other team members regularly on a pre-defined
interval.
Received industry-recognised training in ITIL.
Provided key points to the management to clear drawbacks on possible audit
issues with regards to the user entitlement reviews.
July 2007 – July 2009 Consultant Six Sigma Soft Solutions, India
Six Sigma provides Software development services to organizations to meet their business needs and improvising their business
using new age technologies and tools to build cutting-edge applications.
Position Summary Handled inbound calls & service requests for MasterCard Global Information
Security Helpdesk.
Provided floor support (Mail Sorting, handling escalation, process knowledge
support on calls etc.).
Conducted internal audits on service requests related to user access.
Maintained proper handshake between onsite & offshore team.
Increased productivity by having frequent interaction with other
resolution groups.
Provide orientation to new team members.
Key Achievements Consistently maintained 99 % accuracy on service requests.
All access requests were complete with in the 48 working hours.
Introduced a client database management system, reducing administration
workload.
Learnt to manage customer demands under pressure.
Received industry-recognised training in ETrust and Identity Management.
Shared knowledge & updates with all other team members regularly on a pre-
defined interval.
March -2005 - May 2006 Customer Support Officer Allsec Technologies, India.
Allsec Technologies Ltd is a Business Process Outsourcing (BPO) service provider headquartered in Chennai, India with Global
Delivery Capabilities.
Position Summary Handled Inbound calls for CompuCredit customer helpdesk.
Ability to create good solutions and timely resolutions to customer problems.
Time management to handle multiple tasks and Problem solving abilities.
On-Call documentation to clear customer queries faster and to avoid long
holds for customer on the call queue.

3. Provide on-call training to new team members.
Key Achievements Have provided floor support in the absence of team leads.
Have assisted the Team Leads with call audits using NICE Player.
Have trained new recruits in the team ( call barging, on-call training, product
training )
Have been trained on applications like Total Systems ( TSYS-Mainframe
Application Tool ), Pega and Remedy.
Received industry-recognised training in Entelechy (Customer focus training ).
Learnt to manage customer demands under pressure.
Key Skills
Communication As a Customer Support Officer of the Allsec Technologies, I
communicated with a diverse range of people, including
verbally, as well as writing articles for the local intranet of the
organisation.
Organisation & Time
Management During my time as a Consultant, I had to manage and plan for my tutoring
around my own study and work, as well as coordinate and support new
recruits in our team. This required careful planning, prioritising and time
management.
Teamwork Our Security Control & Monitoring team at Enterprise Management Group
had a tight schedules on user reviews and audit targets to meet each month,
requiring the team to work closely together to support and motivate each
other to achieve our goals.
Work Authorisation Yes
Awards and Achievements
Nov 2012 Performer of the month
Enterprise Management Group, India
May 2009 First Aid Training Certificate
YMCA, India
Feb 2006 Training Certificate on Yoga.
Ramakrishna Mission, India
Competencies
Cyber-Ark Intermediate Knowledge 3 years experience
Active Directory Intermediate Knowledge 5 years experience
ETrust Intermediate Knowledge 5 years experience
Unix Basic Knowledge 5 years experience
Pega Basic Knowledge 1 years experience
Remedy Intermediate Knowledge 5 years experience
Microsoft Word Intermediate Knowledge 7 years experience

4. Mainframe Basic Knowledge 5 years experience
Microsoft Excel Intermediate Knowledge 7 years experience
Microsoft Access Basic Knowledge 1 years experience
Microsoft Outlook Intermediate Knowledge 5 years experience
Lotus Notes Basic Knowledge 3 years experience
Data Entry 98% accuracy 2 years experience
Memberships
Current Agent for Change
Ramakrishna Mission, India
2004 ‐ 2009 Volunteer
Madras Medical Mission, India
Interests
Collecting old stamps & coins.
Entertaining family and friends at home with Indian cuisine.
Outdoor Cycling
Swimming.
Music.
Referees
Available upon request.