Technical Support Project Management

JAHANVI PATEL

Brampton, Ontario, Canada

Email: ************@*******.***

Phone: +1-647-***-****

LinkedIn: Jahanvi Patel

CORE COMPETENCIES

Cybersecurity Analysis

Threat Intelligence

Intrusion Detection Systems (IDS)

Intrusion Prevention Systems (IPS)

Security Information and Event

Management (SIEM)

Compliance Management

Firewall Configuration

Project Management

Defect Tracking and Management

Stakeholder Engagement

Malware Analysis

Incident Response and Management

Cross-Functional Team Collaboration

TECHNICAL FORTE

Security Tools: Firewalls, Intrusion

Detection/Prevention Systems, SIEMs

(Elasticsearch, Logstash, Kibana),

Microsoft Sentinel, Snort IDS/IPS

Privacy & Data Governance: ISO 27001,

ISO 27002, NIST 800-53, PCI/DSS, COBIT

Networking Protocols: TCP/IP, IPsec,

DNS, SMTP, SAML

Operating Systems: Linux, Kali Linux,

Unix, Windows

Cloud-Based Architectures: AWS, Azure

Networking: TCP/IP protocols, Layer 2,

and Layer 3 networking

Domain Management: AD (Active

Directory), DC (Domain Controller), Group

Policies

SIEM Tools: OSSIM, Splunk

Web Technologies: SMTP, HTTP/HTTPS,

MySQL, OpenSSH, Apache

EDUCATION

Postgraduate in Cybersecurity and

Computer Forensics, Lambton College,

Canada - 2023

Bachelor of Engineering in Information

Technology, Gujarat Technological

University, India – 2019

CERTIFICATIONS/TRAINING

CompTIA Security+ (SYO- 601)

ISC2 Certified in Cybersecurity

General Linux Administration - CSI Linux

Academy

AWS Cloud Essentials

Jira Fundamentals Certification

PERSONAL DETAILS

Visa Status: Canadian Open Work Permit

Languages: English – Expert, French –

Beginner, Hindi – Expert, Gujarati- Native

Aspiring Cybersecurity Specialist Skilled in System Engineering, Network Security, Threat Mitigation, and Regulatory Compliance

Technical Support Consultant

PROFILE SUMMARY

Dynamic and solutions-focused professional with an overall 4 years of experience in system engineering, and technical support, with solid exposure to safeguarding organizational assets from complex cyber security threats.

Good understanding of identifying and mitigating security threats through proficient use of leading security devices and techniques such as Wireshark, Metasploit, Nmap, Snort, and Nessus.

Attaining a customer satisfaction score of 95% by resolving technical inquiries & issues by 25%.

Enhancing multitasking efficiency by 20% and handling 5 various computer systems.

Familiar with various cybersecurity methodologies, standards, and best practices.

Competent in using penetration testing methodologies and utilizing ITSM tools for effective L1 application support.

Detail-oriented and analytical thinker dedicated to continuous learning and professional development in the fast-evolving cybersecurity landscape. ACADEMIC PROJECTS

WIL Project - Secured Network Administration:

Led a cross-functional team of 12, increased productivity by 20% through improved processes.

Designed a vulnerability management program, which reduced vulnerabilities by 30%.

Supported cybersecurity measures using SNORT IDS and the ELK stack. SIEM Solution - Capstone Project:

Deployed a SIEM solution utilizing the ELK (Elasticsearch, Logstash, Kibana) stack related to open-source technologies for real-time security monitoring.

Orchestrated the configuration and deployment of network infrastructure, integrated Active Directory, Domain Controllers, DHCP, File Share Server, and DNS for seamless operation.

Incident Management Plan:

Created an incident management plan based on NIST 800-16, detailed response strategies for security incidents, including roles, responsibilities, and the incident response lifecycle. Penetration Testing of a Webserver:

Conducted a penetration test on a web server using tools like GhostEye, Skipfish, HTTP recon, and Nmap and executed a dictionary attack for credential cracking as per CEH standards.

WORK HISTORY

Gatestone, Canada Technical Support Consultant Mar 2024 – Till date

Providing technical support and troubleshooting for computer systems, networking, and various hardware components, resolving issues for over 100 clients per month.

Setting up and maintaining LAN, cable, and TV systems for more than 50 customers, ensuring seamless operation and connectivity.

Assisting customers with internet applications and browsers, achieving a 95% satisfaction rate in troubleshooting sessions.

Excelling in a high-volume call center, resolving technical issues while maintaining professionalism, leading to increased positive feedback and improved team performance.

Enhancing technical support efficiency through detailed documentation and effective time management, resulting in higher service levels and increased product adoption rates.

Improving customer satisfaction by educating on product benefits, identifying, and preventing service issues, and providing valuable feedback for team and service improvements.

Pilot Flying J, Canada Customer Service Associate Aug 2023 – Mar 2024

Delivered exceptional customer service and managed queries and service issues.

Earned Team Member of the Month Award at Flying J for exceptional performance. Subway, Canada Restaurant Crew Member May 2022 - Jun 2024

Worked with the management team to refine inventory control, optimize stock ordering, and enhance operational efficiency. Tata Consultancy Services Pvt. Ltd, India Junior Systems Engineer Jan 2020 – Dec 2021

Ensured 100% deployment accuracy and enhanced production environment stability through quality-focused manual and automated testing with Postman and Putty.

Automated status reports using bash and PowerShell scripts cut down the time required by 75% and manual effort, which led to an 88% increase in operational efficiency.

Prepared and delivered impactful reports and presentations to stakeholders, contributing to a 90% reduction in bugs and elevated customer satisfaction.

Maintained job applications and batches and ensured accurate configuration and deployment on IBM WAS and WPS servers.

Recognized at TCS for outstanding team performance.

Adhered to ITSM practices for Incident, Problem, and Change Management. KS Technologies, India Intern Trainee Jan 2019 - May 2019

Developed ‘Interior-Décor’ an Android application using HTML5, CSS3, PHP, MYSQL, JavaScript, jQuery, and Android Studio.

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