Ankita Sharma
Team Member Customer Service & Operations @Tim Hortons
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WORK HISTORY
Team Member Customer Service & Operations @Tim Hortons
CA
Identified and reported POS tampering risks (e.g, card skimming implants), leading to increased vigilance and improved payment device security protocols.• Provided peer training on secure usage of digital platforms and customer data handling, enhancing security awareness within the team.• Resolved over 300 digital and transaction-related support queries, contributing to a 30% reduction in customer complaints tied to system errors.
EDUCATION
NPower Canada – Security Operations Analyst (SOA) Program, Cybersecurity, Incident Response, Microsoft Security Operations
Cybersecurity, Security Operations, Incident Response
Sault College of Applied Arts and Technology
Post Grad Diploma / Cybersecurity
Maharishi Markandeshwar (Deemed to be University) Official
Bachelor of Technology - BTech
ABOUT ANKITA SHARMA
Hello! I\'m an aspiring IT Support Specialist, passionate about solving complex technical challenges and ensuring seamless system operations. With a robust foundation in cybersecurity and systems engineering, I\'m on a quest to leverage my technical expertise in dynamic IT support environments.• My academic journey in Cybersecurity has fortified my technical expertise, complemented by my Computer Science Engineering background and specialized training through NPower Canada\'s Security Operations Analyst program.» My comprehensive toolkit includes:‣ SIEM Tools & Log Analysis (Splunk, Microsoft Sentinel, Windows Event Viewer)‣ Network Security & Monitoring (Nmap, Nessus, Wireshark, TCP/IP)‣ Incident Response & Threat Detection (MITRE ATT & CK framework, Malware Analysis)‣ Endpoint Security & System Administration (IAM, Vulnerability Assessment, Patch Management)‣ Ticketing Systems & Client Support (ServiceNow, Zendesk, JIRA)» I\'ve applied these skills in real-world scenarios, successfully resolving 150+ infrastructure and security incidents across enterprise environments while maintaining a 95% first-contact resolution rate and improving response times by 25% during my tenure as a Systems Engineer.» Currently balancing hands-on customer service experience while advancing my cybersecurity expertise, I bring both technical proficiency and strong communication skills to every challenge.Let\'s connect! → a••••••••@gmail.com
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