6132551957

Balaji Udayakumar
https://www.linkedin.com/in/balaji-udayakumar-38128a184 balajibala23@icloud.com

SUMMARY OF QUALIFICATIONS

• Graduate student in System Science Engineer at the University of Ottawa.

• Over three years' experience in incident management and network operations, within healthcare and non-profit
organizations, with a focus on ensuring smooth operations and minimizing downtime.
• Skilled in network troubleshooting, corrective, preventive maintenance and resolving network issues specific to the
healthcare and non-profit sectors.
• Proficient in using network management systems (NMS), ticketing tools and MS Office.
• Strong verbal and written communication skills honed through providing technical support to customers and
stakeholders, ensuring clear and concise communication of complex concepts.
• Proficient in English, displaying adaptability and a willingness to engage with diverse clients and colleagues.

EDUCATION

M.sc System Science Engineering Sept 2023 – Apr 2024

University of Ottawa, Ottawa, ON

Bachelors in electrical & Electronics Engineering Jul 2015 – Jul 2019

Reva University, Bengaluru, India

RELEVANT WORK EXPERIENCE

Teaching Assistant Sept 2023 – Apr 2024

University of Ottawa, Ottawa, Canada

• I utilized advanced Microsoft Excel macros and formulas to instruct 42 students in cybersecurity system integration,
focusing on networking protocols like BGP, OSPF, and RIP, along with security systems such as firewalls and VPNs.
• I fostered a collaborative learning environment using Microsoft Teams for effective project management in
telecommunications, enhancing organizational and teamwork skills among students.
• By integrating real-world cybersecurity insights and employing Ansible, I enriched the curriculum, demonstrated data
analysis techniques within the OSI model and TCP/IP protocols, and provided detailed written feedback to improve
student engagement and learning outcomes.

IT Support Intern Jan 2023 – March 2023

CRC Rideau Rockcliffe (Non-Profit Organization), Ottawa, Canada

• Provided exceptional customer service by efficiently managing service inquiries and employing effective
communication strategies, ensuring high levels of customer satisfaction.
• Collaborated closely with cross-functional teams, applying a detail-oriented approach to troubleshooting, and
resolving a wide range of customer issues, enhancing problem-solving capabilities.
• Coordinated with stakeholders to update and refine knowledge base articles, prioritizing clear and accessible
information to empower customer self-service and support.
• Actively contributed to team discussions, adopting best practices, and leveraging tools like ServiceNow to improve
customer support operations and enhance service quality.
 • Applied networking expertise to assist in resolving complex technical issues, including troubleshooting network
connectivity, configuration, and performance problems.
• Participated in network infrastructure projects, collaborating with network engineers to design, implement, and
maintain secure and efficient network solutions.
• Conducted network diagnostics using tools such as Wireshark, providing valuable insights for network optimization
and troubleshooting.
• Assisted in the documentation and maintenance of network infrastructure, ensuring accurate records and
configurations for future reference and troubleshooting.

Cyber Security & Network Analyst Jul 2019 – July 2022

Bangalore Baptist Hospital (BBH)
• Performed hardware, firmware, and software updates for firewalls, network hardware, Windows, and Linux systems
using automation tools like Ansible for efficient deployment of security patches and enhancements.
• Utilized industry leading SIEM tools such as Splunk Enterprise and IBM QRadar to actively monitor firewalls, antivirus
software, log files, and system alerts for threats, intrusions, and anomalies. Employed customized alerting and
correlation rules to swiftly identify and respond to security incidents.
• Responded to security incidents by conducting comprehensive post-incident analysis and reporting using dynamic
malware analysis tools like Microsoft Defender Sandbox and Any.Run to identify incident trends and potential system
vulnerabilities.
• Participated in incident response using SOAR solutions like Cortex XSOAR to automate and orchestrate response
processes, enhancing operational efficiency and response times.
• Conducted thorough threat intelligence analysis using tools such as VirusTotal, URLVoid, and IPVoid to proactively
identify emerging exploits, vulnerabilities, and threats, providing insights into potential risks to systems.
• Collaborated with IT colleagues to implement security measures, including firewalls, intrusion detection systems (IDS),
and encryption solutions.
• Assisted in the development and maintenance of comprehensive security policies, procedures, and protocols,
ensuring alignment with industry standards and regulatory requirements.
• Conducted security assessments and audits using vulnerability assessment tools like Tenable Nessus, actively
participating in SOC meetings to discuss findings and communicate insights to relevant stakeholders.
• Monitored and responded to silent log sources for potential security issues, conducted quarterly scans for
vulnerabilities, participated in threat intelligence activities, triaged, and responded to incidents according to SOPs, and
contributed to phishing awareness campaigns.
• Tracked threat actors and associated tactics, techniques, and procedures (TTPs), while also enhancing incident
response processes and playbooks to ensure efficient operations and smooth shift handovers.

OTHER EXPERIENCE
Customer Service Associate Sept 2022 - Present
Walmart, Ottawa, ON
• Executing Met a 5-minute SLA for Walmart online grocery orders, boosting customer satisfaction.
• Led initiatives that significantly increased customer reviews and Mastercard sales, earning profit share recognition.
• Effectively managed inventory to align with demand and operational goals.
• Fostered team collaboration with a people-first leadership approach.
• Suggested platform enhancements to improve service quality.
• Coordinated smoothly between teams and management for efficient operations.
Additional Information

• Manage a private lending business in my home country, focusing on financial analysis and risk management.
• I like to listen to music, cook & play as well as watch cricket matches.