Shanu Udayabhanu

• Enabling mission success through innovative and secure digital solutions
• Configuring and customizing computers for seamless application operation
• Managing file and print servers for optimal performance
• Troubleshooting Cisco IP Telephone system and related issues
• Resolving problems with servers, computers, Macs, printers, scanners, Wi-Fi, IPTV, and IP telephones
• Providing technical support for guest-facing issues in applications and services
• Spearheading IT security initiatives, including system hardening through collaborative work with the system admin team during server deployment.
• Active involvement in incident response, making end-users aware of phishing emails, encouraging prompt reporting, and taking immediate action by analyzing and forwarding phishing emails to the SOC. Conducting virus/malware checks and ensuring swift mitigation.
• Implementing security patching and updates to keep all end-user domain devices up-to-date.
• Conducting security awareness training to educate all users on basic IT security practices.
• Overseeing annual CAPEX and OPEX budgeting for the department
• Coordinating with vendors for multiple IT services
• Running and analyzing inventories of all assets
• Collaborating with the asset management team and leveraging tracking technologies.
• Keeping abreast of the latest trends and developments in IT security to proactively address emerging threats.
• Enhanced network security with regular vulnerability assessments and prompt patch installations.
• Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.

Managing Access Security:

• Providing access management support for 30+ Hospitality applications.
• Performing User ID creations, access upgrades, User ID disabling, and password resetting, ensuring adherence to security policies.
• Regularly reviewing and updating access permissions to minimize security risks.

Application and Incident Management:

• Identifying and diagnosing end-user issues with applications, focusing on security-related concerns.
• Logging incidents and service requests, maintaining records in SNOW, with a specific emphasis on security incident documentation.
• Categorizing and recording reported queries, offering timely solutions, particularly for security-related concerns.
• Collaborating with end-users to support problem identification and resolution, emphasizing security best practices.

Collaboration with Application Teams and Network Monitoring:

• Escalating unresolved problems, especially those related to security, to higher-level Application teams for in-depth analysis and resolution.
• Proactively monitoring Emaar's Networks, Servers, and Applications using the HP Monitoring Tool with a specific focus on security-related events.
• Responding promptly to critical alerts, particularly those indicating potential security incidents, and ensuring proper re-routing to the concerned security team.
• Collaborated with cross-functional teams to provide comprehensive solutions for complex problems.
• Managed high-volume support tickets effectively, prioritizing urgent cases and delegating to team members when necessary.

• Conducting client outreach to ascertain the seamless operation of websites and applications
• Providing technical assistance to address and resolve client issues promptly
• Allocating proficient technicians for on-site support and comprehensive software training
• Administering quarterly service reviews to assess and enhance client satisfaction
• Facilitating face-to-face meetings to present and introduce new software upgrades, ensuring optimal client engagement.
• Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
• Collaborated with internal teams to resolve client issues quickly and efficiently.

• Conducting site visits to contractors' locations
• Gathering Daily Progress Reports (DPR) from various sites
• Developing plans for residential buildings
• Handling interior designing for company office spaces and weekly/monthly space planning
• Managing administration and IT services
• Organizing training programs for business presentations
• Conducting performance reviews for sales executives
• Posting job listings on various job portals
• Monitoring attendance through the Time Doctor app.
• Streamlined operations by implementing efficient processes and procedures.