About
Security-focused professional with 15+ years of experience in IT operations and information security, including 2+ years of specialized client-facing cybersecurity consulting at BT Group. Proven expertise in designing and implementing security policies, risk assessments, ISO 27001 compliance, and incident response. Strong track record in client relationship management, stakeholder engagement, and delivering security solutions aligned with international standards (ISO 27001, NIST, CIS). Certified in Zero Trust Security and CompTIA Security+. Seeking to leverage technical expertise and client-centric approach as a Cybersecurity Analyst to support enterprise security implementations and compliance initiatives.
Skills & Expertise (7)
Work Experience
Service Excellence Professional
BT E-serv
07-2021 - 02-2024
Managed stakeholder relationships through regular communication and proactive engagement, ensuring client satisfaction and retention. Ensured strict compliance with industry standards including ISO 27001, EU GDPR, and Ofcom guidelines to maintain quality and regulatory standards.
Service Excellence Professional
BT E-serv
07-2021 - 02-2024
Managed stakeholder relationships through regular communication and proactive engagement, ensuring client satisfaction and retention. Ensured strict compliance with industry standards including ISO 27001, EU GDPR, and Ofcom guidelines to maintain quality and regulatory standards.
Service Excellence Professional
BT E-serv
07-2021 - 02-2024
Managed stakeholder relationships through regular communication and proactive engagement, ensuring client satisfaction and retention. Ensured strict compliance with industry standards including ISO 27001, EU GDPR, and Ofcom guidelines to maintain quality and regulatory standards.
Service Excellence Professional
BT E-serv
07-2021 - 02-2024
Managed stakeholder relationships through regular communication and proactive engagement, ensuring client satisfaction and retention. Ensured strict compliance with industry standards including ISO 27001, EU GDPR, and Ofcom guidelines to maintain quality and regulatory standards. Conducted weekly/monthly client reviews and addressed operational issues, ensuring high client satisfaction and SLA adherence. Managed end-to-end client consultancy projects, including process improvement initiatives and implementation of compliance frameworks. Handled team leadership of 15 members, performing performance management, goal setting, and providing constructive feedback for individual and team growth. Lead and managed projects from initiation through delivery, ensuring adherence to scope, timeline, and budget. Effectively managed and resolved client escalations and operational issues, consistently maintaining high levels of customer satisfaction. Initiated and led successful process improvement projects, resulting in enhanced process efficiencies and productivity gains. Actively participated in management discussions and governance meetings with focus on customer satisfaction and cost optimization.
Subject Matter Expert
BT E-serv
07-2017 - 03-2019
Supported teams in continuous delivery of KPIs and customer experience metrics. Conducted audit and feedback for business processes to ensure maximum customer satisfaction.
Subject Matter Expert
BT E-serv
07-2017 - 03-2019
Supported teams in continuous delivery of KPIs and customer experience metrics. Conducted audit and feedback for business processes to ensure maximum customer satisfaction.
Subject Matter Expert
BT E-serv
07-2017 - 03-2019
Supported teams in continuous delivery of KPIs and customer experience metrics. Conducted audit and feedback for business processes to ensure maximum customer satisfaction. Analyzed business problems, identified root causes, and developed robust solutions. Improved user productivity and efficiency through system training and support.
Subject Matter Expert
BT E-serv
07-2017 - 03-2019
Supported teams in continuous delivery of KPIs and customer experience metrics. Conducted audit and feedback for business processes to ensure maximum customer satisfaction.
Technical Coordinator
HCL Technologies Ltd
06-2010 - 01-2013
Organized procedures for supporting broadband and landline technical issues. Handled escalated technical support to provide backup and expertise.
Technical Coordinator
HCL Technologies Ltd
06-2010 - 01-2013
Organized procedures for supporting broadband and landline technical issues. Handled escalated technical support to provide backup and expertise. Established troubleshooting strategies for rapid problem resolution. Delivered service levels in accordance with service level agreements through coordinated support delivery.
Technical Coordinator
HCL Technologies Ltd
06-2010 - 01-2013
Organized procedures for supporting broadband and landline technical issues. Handled escalated technical support to provide backup and expertise.
Technical Coordinator
HCL Technologies Ltd
06-2010 - 01-2013
Organized procedures for supporting broadband and landline technical issues. Handled escalated technical support to provide backup and expertise.
Client Technical Support Associate
Dell Technologies
05-2013 - 04-2015
Organized procedures for supporting hardware and software issues on Dell systems. Handled escalated technical support calls to assist team members.
Client Technical Support Associate
Dell Technologies
05-2013 - 04-2015
Organized procedures for supporting hardware and software issues on Dell systems. Handled escalated technical support calls to assist team members. Established troubleshooting strategies for swift resolution of common problems. Diagnosed and repaired computer hardware and network systems. Improved technical team efficiency by enhancing workflows and optimizing standard operating procedures.
Client Technical Support Associate
Dell Technologies
05-2013 - 04-2015
Organized procedures for supporting hardware and software issues on Dell systems. Handled escalated technical support calls to assist team members.
Client Technical Support Associate
Dell Technologies
05-2013 - 04-2015
Organized procedures for supporting hardware and software issues on Dell systems. Handled escalated technical support calls to assist team members.
Security Professional
BT Group | BT E-serv
03-2024 - Present
Designed and implemented security policies and procedures in compliance with international standards including ISO 27001, NIST, and CIS to enhance organizational security posture. Performed security reviews of enterprise environments (on-premises, cloud, and data center) to identify vulnerabilities and security gaps. Led incident response activities including threat analysis, mitigation strategies, and comprehensive reporting to minimize security breaches and operational disruptions. Managed client escalations and maintained proactive client interactions, driving daily scrum/status calls and providing strategic inputs for enhanced service delivery. Implemented and maintained advanced firewall configurations using Cisco FTD, ASA, Checkpoint, and Zscaler to protect enterprise networks from cyber threats. Designed and implemented multi-layered security solutions integrating Cisco ISE to enhance network access control and prevent unauthorized access. Collaborated with cross-functional teams to integrate security solutions seamlessly within infrastructure and applications, ensuring robust defense mechanisms. Spearheaded the development and enforcement of incident response protocols, coordinating teams to swiftly address and mitigate security incidents.
Security Professional
BT Group | BT E-serv
03-2024 - Present
Designed and implemented security policies and procedures in compliance with international standards including ISO 27001, NIST, and CIS to enhance organizational security posture. Performed security reviews of enterprise environments (on-premises, cloud, and data center) to identify vulnerabilities and security gaps. Led incident response activities including threat analysis, mitigation strategies, and comprehensive reporting to minimize security breaches and operational disruptions.
Security Professional
BT Group | BT E-serv
03-2024 - Present
Designed and implemented security policies and procedures in compliance with international standards including ISO 27001, NIST, and CIS to enhance organizational security posture. Performed security reviews of enterprise environments (on-premises, cloud, and data center) to identify vulnerabilities and security gaps. Led incident response activities including threat analysis, mitigation strategies, and comprehensive reporting to minimize security breaches and operational disruptions.
Security Professional
BT Group | BT E-serv
03-2024 - Present
Designed and implemented security policies and procedures in compliance with international standards including ISO 27001, NIST, and CIS to enhance organizational security posture. Performed security reviews of enterprise environments (on-premises, cloud, and data center) to identify vulnerabilities and security gaps. Led incident response activities including threat analysis, mitigation strategies, and comprehensive reporting to minimize security breaches and operational disruptions.
Team Leader
BT E-serv
03-2019 - 06-2021
Led team of 49 members while ensuring exceptional customer service and operational excellence. Provided guidance and mentorship to team members, fostering professional growth and skill development.
Team Leader
BT E-serv
03-2019 - 06-2021
Led team of 49 members while ensuring exceptional customer service and operational excellence. Provided guidance and mentorship to team members, fostering professional growth and skill development. Actively contributed to knowledge management and continuous upskilling of the team, enhancing overall team performance. Conducted performance appraisals and implemented performance improvement plans for direct reports. Identified training needs and ensured delivery of domain-specific and developmental training. Successfully managed attrition through strategic interventions and employee engagement programs. Effectively communicated organizational directives to team members through regular meetings and huddles.
Team Leader
BT E-serv
03-2019 - 06-2021
Led team of 49 members while ensuring exceptional customer service and operational excellence. Provided guidance and mentorship to team members, fostering professional growth and skill development.
Team Leader
BT E-serv
03-2019 - 06-2021
Led team of 49 members while ensuring exceptional customer service and operational excellence. Provided guidance and mentorship to team members, fostering professional growth and skill development.
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Profile Overview
Availability Details
Current Company
Other
Visa Status
No Visa
Relocation
Open to Relocation