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Hi, I’m
Kasthuri Balakrishnan
Senior Information Security Analyst
Summary
Information Security Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Extensive experience developing and testing security framework for cloud-based software. Versed in robust network defense strategies.
Overview
27
years of professional experience
2
years of post-secondary education
3
Languages
Work History
Standard Chartered Global Business ServicesKuala Lumpur
Senior Information Security Analyst
08.2014 - Current
Job overview
- Conducted security audits to identify vulnerabilities.
- Investigated and resolved incidents of unauthorized access to sensitive information.
- Educated and trained users on information security policies and procedures.
- Worked with other teams to enforce security of applications and systems.
- Monitoring password release of high privilege IDs to avoid any risk complaints.
- Developing disaster recovery plans and ensuring these do not pose any threats to security.
- In conjunction with the Security, Risk and Compliance, facilitate self-assessment with Group IT Policies, timely reporting of issues and ensure remedial actions are carried out within agreed timeframes.
- Risk assessment, identification of mitigating controls and determination of residual risk. Driving remediation efforts.
- Assisted with development of incident process documentation & incident reports.
- Monitoring the release of high privilege ID's by conducting periodic checks. Follow-up on escalations and issue tracking.
- Preparing KRI & KCI metrics on monthly basis.
- Paging the Application Support or the Platform Engineering team about any known issues.
- Giving access (ACL) to users to high privileged ID and passwords in needed time without compromising risk and security.
- Responsible to ensure Severity 1 & 2 SLA's are met. Ensure proper management of Sev1 & Sev2 queries/ monitoring.
- Co-ordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes.
- SPOC for providing process & application walkthrough for automation process.
Paypal (M) Sdn Bhd | Selangor, MalaysiaKuala Lumpur
Customer Solutions Executive
09.2013 - 07.2014
Job overview
- Collaborated with back-office team members to facilitate seamless business execution.
- Providing solutions to North American customers in regards of products offered by Paypal
- Providing resolutions to customer’s enquiries on their transactions and account
- To promote services provided by PayPal to its customer base
Scope International (M) Sdn. Bhd..Petaling Jaya
Customer Experience Manager
03.2008 - 08.2013
Job overview
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
HSBC Electronic Data Processing Cyberjaya
Customer Service Executive
07.2006 - 02.2008
Job overview
- Developed working relationships with internal and external customers while assisting with account management duties.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Informed customers of upcoming promotions and deals to boost sales.
- Evaluated interactions between associates and customers to assess personnel performance.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
Redtone Telecommunications Berhad Petaling Jaya
Customer Care Consultant
01.2004 - 06.2006
Job overview
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Communicated with clients regarding account services, statements, and balances.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved accounting, service and delivery concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Courts Mammoth Berhad Petaling Jaya
Customer Service Officer
08.2001 - 12.2003
Job overview
- Provided primary customer support to internal and external customers.
- Assisted call-in customers with questions and orders.
- Promoted company brand and unique offerings through personalized customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Communicated with clients regarding account services, statements, and balances.
- Trained in conversational [Language] to enhance service of [Type] customers.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
Parkson Corporation Berhad Kuala Lumpur
Programmer
09.1996 - 06.2001
Job overview
- Developed web applications for deployment on platforms and sites.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts, and team activities.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Collaborated with team to determine application requirement specifications.
- Tested server code to validate code changes.
- Streamlined open source programming assets into projects to shorten development times.
- Worked with cross-functional design teams to create software solutions that improved overall functionality and performance.
- Coordinated with stakeholders to define project technical requirements.
- Implemented scripts to enhance user experience.
- Analyzed, reviewed and revised programs to increase operating efficiency.
- Wrote and maintained technical documentation for software applications.
- Collaborated with other developers to refine software design and implementation.
- Worked with analysts to prepare test plans and assess test data.
- Optimized application performance by developing algorithms and software to monitor and refine technical performance and configuration.
Education
Stamford CollegePetaling Jaya, Malaysia
Associate of Applied Science from Computer Science/Information Technology
06.1994 - 09.1996
Skills
Implementing security programs
Critical thinking skills
Written Communication
Organization and Time Management
Interpersonal Communication
Data Entry
Dependable and Responsible
Active Listening
Deductive reasoning skills
Accomplishments
- Trained end users on proper security protocol to minimize cybersecurity attacks.
- Made recommendations to management on new security software to improve [MFA].
- Educated management on how to minimize risk of cybersecurity attacks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Performed comprehensive investigations of security breaches and implemented appropriate solutions.
Software
Remedy
Onevault
Citrix
Temenos
Azure
Timeline
Senior Information Security Analyst
Standard Chartered Global Business Services
08.2014 - Current
Customer Solutions Executive
Paypal (M) Sdn Bhd | Selangor, Malaysia
09.2013 - 07.2014
Customer Experience Manager
Scope International (M) Sdn. Bhd..
03.2008 - 08.2013
Customer Service Executive
HSBC Electronic Data Processing
07.2006 - 02.2008
Customer Care Consultant
Redtone Telecommunications Berhad
01.2004 - 06.2006
Customer Service Officer
Courts Mammoth Berhad
08.2001 - 12.2003
Programmer
Parkson Corporation Berhad
09.1996 - 06.2001
Stamford College
Associate of Applied Science from Computer Science/Information Technology
06.1994 - 09.1996