Swapnil Jaurkar

Experience

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  Wipro Infotech

  Aug 2007 - Mar 2012

  Engineer Customer Service

  Queue Management and ticket assignment for My Team.Analyzing and Maintaining Tracker of Bounce Back tickets for My Team.Resolving Clients Technical issues by doing level 2 troubleshooting. Answering to Technical quires by providing accurate information and Collecting complete information if need to transfer the issue for level 3 analysts. I also coordinated Priority 1 issues with concerned teams. Resolving AD account issue, Shared drive issue, Outlook, Driver configuration, Citrix Configuration, Cisco VPN configuration Access issue.I handed GSD team & also RDS team activity as Temp Team Lead for 6 months.Handling & resolving Escalation & all complex IT issue.I Assisted with Windows 7 Role out remotely . I Assisted with MS Office 2007 to MS Office 2010 migration.Remote access & troubleshooting of Client PCs.Mentoring new Team members & guiding them with process . Show less

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  Oracle India Pvt. Ltd

  Mar 2012 - Mar 2019

   As part of GIT risk management handle ISO 27001, SSE16 SOC2 Audit activity. Perform vulnerability scan for Servers & Network Devices.  Perform internal Audit & support Clint Audits. Coordinate with different GIT team to implement Controls as per Oracle Global stander with reference to ISO 27001:2013. Access Client requirement & Check feasibility of implementing those controls.  Perform Risk Assessment, Controle Effectiveness testing & ISMS Documentation review. Perform IT Security Exception Review & approval. Assist with implimentation of PCI DSS. Show less Monitoring SR & assignment to my Team.Analyzing and maintaining weakly & Monthly Tracer of SR & Incidents for my Team. Resolving Clients Technique issues by doing level 3 Analysis & troubleshooting , Answering to Technical quires by providing accurate information. Suggesting appropriate Hardware update as per user’s & Client’s software needs. Coordinating with Vendors like Lenovo, Dell & Toshiba to get Hardware issue fixed, also get Hardware upgraded as per Client requirements & Handling Escalation from user. Test new software , OS & hardware compatibility to provide working solution.Fixing Complex OS issue & also perform setup on user’s PC, including duel boot System. Managing updating Printer Portal for Mumbai Location along with multipurpose devices.Setting up VOIP Hard phone, accounts & Softphone. VM insulation , configuration & Fixing issue related to VM. McAfee Admin Task as SME for India Location Encryption, decryption & Admin activity & data Recovery. VPN access setup & configuration.Conducting New Hire induction for Asia Pacific regain . Creating KM Documents for User's & Annalists after testing. Conducting internal Audit for GRM team & assisting with external Audits. Show less

  • IT Security Analyst

    Jan 2016 - Mar 2019

  • Sr. Network & Desktop support Engg.

    Mar 2012 - Dec 2015
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  Anunta Technology Management Services Ltd.

  Mar 2019 - May 2021

  Assistant Manager Information Security

  ISO 27001 Documentation, review & Internal Audit,Risk & Gap Assessment, Vender Risk Assessment,Vulnerability Assessment Business Continuity TestingCompliance ReviewISO 20000 Documentation review & Internal Audit,Assisting with External & Client Audit.

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  Wipro

  May 2021 - now

   Drive operations with a focus on maintaining SLAs/KPIs and operational metrics. Collaborated with Tower Leads & SPOCs to achieve smooth operations. Ensured strict adherence to processes and consistently met Client SLA requirements Timely and accurately shared all critical reports before the deadline. Worked on process improvements resulting in enhanced team efficiency and productivity. Worked training programs to enhance team members' skills and knowledge. Collaborated with cross-functional teams to streamline processes and improve overall service delivery Collaborated with cross-functional teams to improve DMI Score for the Account Proactively identified potential operational challenges and feasible solutions. Show less

  • Operations Manager

    May 2021 - now

  • Administrative Lead

    May 2021 - Aug 2023