Open to opportunities

Abhishek Cs

@abhishekcs

Message

Product Support Specialist with expertise in technical support and analysis.

India

Message

What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and the chance to enhance technical support processes in a dynamic environment.

I am a Product Support Specialist with close to 5 years of experience in Tier 2/3 technical support, system administration, and business analysis for SaaS and IT solutions, particularly in the healthcare and banking sectors. My expertise lies in IT service desk operations, Identity & Access Management (IAM), and business process analysis. I have a proven track record of troubleshooting, incident management, and ensuring operational efficiency while adhering to SLAs.

Throughout my career, I have been recognized for my problem-solving abilities and my capacity to drive process improvements. My roles have included managing user provisioning and compliance with regulatory standards, conducting requirement gathering and gap analysis, and facilitating SCRUM stand-ups and stakeholder meetings. I am passionate about optimizing workflows and enhancing security through effective IAM solutions.

Experience

Work history, roles, and key accomplishments

Senior Product Support Specialist

Deliver Health

Apr 2023 - Dec 2023 (8 months)

Managed user provisioning and RBAC policies while ensuring compliance with HIPAA standards. Acted as a liaison between Deliver Health and Oracle GRC, optimizing IAM workflows and conducting requirement gathering to align business needs with technical capabilities. Led SCRUM stand-ups and delivered product training sessions.

IAM HIPAA Scrum GRC User Provisioning RBAC Process Optimization Stakeholder Management Workflow Design Training Delivery

Client Managed Service Consultant

SafePaas

Feb 2023 - Apr 2023 (2 months)

Configured and managed SafePaaS GRC environments, facilitating audits and risk assessments. Conducted testing on IAM environments to validate security workflows and access controls.

GRC IAM Workflows Risk Assessment User Acceptance Testing Configuration Management Access Control

Helpdesk Senior Associate

NTT Data Services

Dec 2020 - Mar 2023 (2 years 3 months)

Performed quality audits leading to a significant improvement in compliance with service standards. Managed ticket queues and ensured SLA adherence while administering Active Directory and conducting Root Cause Analysis for recurring issues.

Audit SLA Management Active Directory ITIL Ticketing Systems Dashboard Design Communication

Analyst/Associate

Altisource Business Solutions

Sep 2019 - Mar 2020 (6 months)

Processed mortgage loan setups with high accuracy and conducted reviews of mortgage documents to ensure compliance. Collaborated with teams to streamline processes, enhancing efficiency in loan approvals.

Loan Processing Compliance Cross Functional Collaboration Documentation Loan Approval High Accuracy Teamwork

Education

Degrees, certifications, and relevant coursework

Ramaiah Institute of Technology

Master of Computer Applications, Computer Applications

2016 - 2018

Grade: 8.2

Completed a Master of Computer Applications (MCA) focusing on advanced computing concepts, software development, and application management. Achieved a CGPA of 8.2, demonstrating strong analytical and programming skills.

St Claret College

Bachelor of Computer Applications, Computer Applications

2013 - 2016

Grade: 7.6

Earned a Bachelor of Computer Applications (BCA) with a focus on foundational computing principles, programming languages, and software engineering. Graduated with a CGPA of 7.6, showcasing proficiency in computer science fundamentals.