Customer Service Information Security
Resume:
ANILA ELIZABETH CHACKO
** ******* *****, ***********, ** M1X 1T8
Email: **********@*****.**
Mobile: +1-647-***-****
CAREER OBJECTIVE
A highly dedicated professional seeking a challenging position with a growing organization where my extensive knowledge in technical concepts, IT Internal auditing experience, excellent customer service skills, quick learning skills and ability to quickly establish rapport with co-workers and stakeholders can be fully utilized.
TECHNICAL SKILLS
Tools – ServiceNow, Access Reviewer Tool, Active Directory, Support Central, Microsoft Visio Microsoft Office 2013/2010/XP, Microsoft Project, MS Access, Microsoft Outlook, SQL
Content Management System- Joomla, WordPress
Business Intelligence/Data Analytics Tools- Tableau, Rapid Miner
RDBMS – Oracle 10g, 11g,12c
Operating System- Windows 7/8/10, Mac
Programming Languages- C/C++
EMPLOYMENT HISTORY
Technical Support Consultant- Part Time
Rogers Communications- York Mills, Canada Oct 2018- Till date
Key Responsibilities
Connect and build rapport with customers by actively listening and asking the right questions
Troubleshooting issues of wireless voice/data devices by identifying the issue, researching a solution and walking customer through steps to resolve the problem.
Promote and recommend the latest products and services to customers
Information Systems Associate Lecturer Aug 2016 – July 2018
School of Management & Enterprise
University of Southern Queensland, AUSTRALIA
Achievements 2018 – USQ School of Management and Enterprise Awards
Achieved high score for the 4 involved courses in My Opinion Survey results
Courses involved in
System Analysis and Design Principles of Information Security
Information Systems Concepts Professional Skills for Information Systems
Business Online Business Intelligence
Information System Project Management Management of Information Security
Key Responsibilities
Prepared and conducted Tutorials, Workshops for Information Systems Courses (Both Under graduate and Post graduate courses)
Delivered lectures for the Assigned Information Systems courses and communicated effectively with students from diverse backgrounds
Acted as the Key Course-Facilitator for online courses by managing all the Study Desk activities including Preparing and Publishing the Assessment specifications, Assigning Assessment topics to all students, clarifying their Assessment doubts in discussion forums and through emails, releasing Assessment marks and finalizing the grades
Initiated classroom group discussions to help students to improve their critical thinking, analyzing abilities
Assisted students through a Step-by- Step Walkthrough Solution of Practical Activities in Workshops
Conducted Student consultations for clarifying their Assessment and Study topics doubts
Managed Study Desk discussion forums for clarifying student’s doubts and issues
Audit Consultant Jan 2012 – June 2014
IGATE Global Solutions Limited, INDIA
Client- General Electric
Project – GE Capital Canada IT Governance and Strategic Advisory
Brief description of the project
SOX and IT Governance are being carried out most extensively across all GE business units to ensure the projects adhere to compliance and its audit ready.
Key Responsibilities
Carried out System access reviews (6 weekly/Quarterly) on Application and Database accounts for all the SOX and covered Data in-scope applications as per the Internal Controls. Review includes Employee role transfers (from one role to another), job change & Employee terminations
Created ServiceNow tickets to remediate the defects identified using the Access Reviewer Tool(ART)
Ensured all GE Capital Canada Test of Design (ToD) and Test of Effectiveness (ToE) testing and documentation activities are executed within deadlines and also ensured the accuracy of GE Capital Canada data in ServiceNow by coordinating with various stakeholders
Performed and Ensured that all administrative duties like Reporting, Dashboard Management, Task Scheduling are managed effectively
Created Test plan documentation, Process narratives for the reviewed applications. Identify any deficiencies in Test of Design (TOD) and Test of Effectiveness (TOE) phases, remediate/mitigate the deficiencies and retest if required.
Recommended process improvements and helped process owners/stakeholders in implementing the improvements
Ensured all documentation is of “audit quality” and meets the required audit objectives
Ensured all SOX and Mission Critical applications of GE Capital Canada are in line with the IT Governance Framework and GE Corporate policy.
Acted as a key point of contact and information source, providing guidance and assistance in system project decision making system
Computer Technician Feb 2011- Jan 2012
Micro Media, India
Key Responsibilities
Installed windows, software, applications, antivirus and patches.
Troubleshooting the customer issues remotely over Remote desktop
Played key role in understanding the technical issues directly from the customer and forwarding it to the respective technicians
Demonstrated ability to read and understand technical manuals and schematics.
Knowledge of Microsoft Office, Gmail and other emailing apps.
Rectifying & clarifying the queries of the customer, performed sales
Resolving simple technical issues over telephone
EDUCATION
University of Southern Queensland, Toowoomba, Australia
Master of Information Systems with Distinction 2014-2016
Achievement- Membership of Golden Key International Honour Society
GPA- 6.2
Mar Baselios Christian College of Engineering & Technology, Peermade, Kerala, INDIA
Bachelor of Technology- Applied Electronics and Instrumentation Engineering 2007-2011
ADDITIONAL TRAINING
Information Technology Infrastructure Library (ITIL) Foundation Certification by EXIN 2013
IT Service Management Foundation (based on ISO/IEC 20000) by EXIN 2013
Completed Team Effectiveness and Customer Orientation training program conducted by IGATE Global Solution Limited 2012
L1 Certified by IGATE Global Solutions in Relational database Management System 2012
REFERENCES
Reference upon request
Contact this candidate