NIRANJAN RAVICHANDRAN
Dublin
Summary
Results-driven IT Professional with over 8 years of experience in IT Support, Service Desk Leadership, and Cyber Security Operations. Skilled in SIEM monitoring, threat analysis, incident triage, and first-level response using tools like LogRhythm, Securonix, and ServiceNow. Proven ability to manage teams, ensure SLA compliance, and support multi-client environments. Strong communicator with hands-on expertise in training, knowledge management, and security event handling; committed to continuous learning in threat intelligence and cyber risk management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Security Guard (Part Time)
Lodge Services Limited
05.2025 - Current
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Conducted regular patrols to identify potential hazards or security breaches.
- Responded promptly to incidents, coordinating with law enforcement as needed.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Maintained detailed logs of daily activities and unusual occurrences for record-keeping.
Sales Associate (Part Time)
SKECHERS Retail
09.2024 - 05.2025
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
- Managed inventory levels efficiently, ensuring product availability and reducing stock discrepancies.
- Trained new sales associates on company policies, product knowledge, and sales techniques.
- Increased sales through effective upselling strategies and personalized customer interactions.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Cyber Security Associate
Unisys
05.2022 - 07.2024
- Monitored security events and incidents using SIEM tools such as LogRhythm and Snyper Securonix, ensuring continuous protection across multiple client environments in a 24/7 operational setup.
- Performed real-time analysis of security alerts, investigating alarms related to Windows event logs, firewall activities (inbound/outbound), DNS anomalies, and other critical security events.
- Conducted initial triage and analysis of triggered alarms to determine false positives or potential threats, ensuring prompt escalation to Level 2 Analysts for further investigation when required.
- Cross-referenced provided Indicators of Compromise (IOCs) with SIEM logs to detect potential breaches, carried out in-depth investigation, and documented findings in accordance with organizational SOPs.
- Utilized threat intelligence platforms such as VirusTotal, IPVoid, and other open-source tools to validate alarms and enrich security event data for more accurate analysis.
- Maintained detailed documentation of security incidents, escalations, and resolutions while adhering to incident response workflows and compliance requirements.
- Delivered structured shift handovers via calls and follow-up reports, ensuring critical incident information and high-priority alerts were effectively communicated to incoming SOC teams.
- Actively engaged in continuous learning to stay updated on the latest cyber threats, attack vectors, and evolving threat landscapes, contributing to a proactive defense posture.
- Collaborated with SOC peers, threat analysts, and management for knowledge sharing, process improvements, and incident trend analysis.
- Ensured timely updates on SIEM content tuning needs, reducing false positives and enhancing detection capabilities.
Team Lead
Unisys
08.2020 - 04.2022
- Led a team of 20+ Service Desk Support Representatives, overseeing daily operations, performance metrics, and adherence to client-defined Service Level Agreements (SLAs).
- Delivered comprehensive training for new team members, including onboarding sessions, process training, and client-specific guidelines, ensuring seamless integration into the team.
- Developed and maintained process documentation, training manuals, and client knowledge bases to support consistent service delivery.
- Conducted regular call monitoring, quality audits, and feedback sessions to coach team members on customer interaction, issue resolution, and communication best practices.
- Fostered a collaborative, unbiased, and inclusive team environment, ensuring fair treatment and equal growth opportunities for all team members.
- Managed weekly rosters, shift planning, and resource allocation to optimize coverage and maintain operational efficiency.
- Led weekly client calls to review team performance, discuss service updates, and address any escalations or feedback.
- Compiled and analyzed monthly performance reports and metrics, supporting management in business reviews and strategic planning.
- Sent daily operational updates and performance reports to the team, ensuring transparency and alignment on key deliverables and daily goals.
- Actively contributed to continuous improvement initiatives, process enhancements, and client satisfaction efforts in partnership with senior management.
Service Desk Support Representative
Unisys
02.2018 - 07.2020
- Delivered technical support to end-users via phone, chat, and email for issues related to MS Office applications, VPN connectivity, system performance, printer mapping, and other desktop support concerns.
- Utilized ServiceNow as the primary ITSM tool for incident tracking, resolution, and documentation of customer interactions.
- Resolved customer issues with a focus on first-call resolution and customer satisfaction, adhering to SLA and quality standards.
- Collaborated with management to convert DSAT (Dissatisfied Customer) feedback into CSAT (Satisfied Customer) through proactive follow-up, issue resolution, and personalized communication strategies.
- Supported the Knowledge Management team by providing timely updates on client-side changes, process updates, and contributing to knowledge base articles.
- Conducted process training for new hires, including best practices for handling calls, chats, and email communication with customers.
- Managed support for multiple clients simultaneously, ensuring service quality and adherence to client-specific processes.
- Actively contributed to team performance improvement by sharing insights, conducting knowledge-sharing sessions, and mentoring peers on service desk operations.
System Engineer
Tek Systems (Hewlett Packard Enterprise)
07.2016 - 01.2018
- Delivered inbound and outbound technical support to end-users, assisting with desktop issues, printer configurations, Microsoft Office applications, and other hardware/software-related concerns.
- Utilized Salesforce as a ticketing and CRM platform to document customer interactions, track issue resolution, and maintain service quality records.
- Ensured strict adherence to Service Level Agreements (SLAs), prioritizing timely resolution and high customer satisfaction.
- Effectively communicated with VIP clients and high-profile customers, providing professional, personalized support to address complex issues and maintain positive relationships.
- Promoted post-call customer satisfaction surveys, encouraging feedback to drive service improvements and meet organizational quality goals.
- Consistently achieved individual performance targets and contributed to overall team success in a high-volume support environment.
- Participated in knowledge-sharing initiatives, supporting team members with insights on handling complex customer scenarios and technical issues.
Education
Masters in Applied Cyber Security - Cyber Security
Technological University Dublin
Blanchardstown, Ireland10-2025
Bachelor of Engineering - Computer Science
Cambridge Institute of Technology
Bengaluru01.2016
Skills
- SIEM Monitoring
- Log Analysis
- Service Now
- Incident response
- Network security
- Malware analysis
- Coaching and mentoring
- Performance monitoring
- Microsoft office
- Customer service
- Problem-solving
- Python Basics
Certification
- AZ 900, Microsoft - Feb 2022
- Devo Certified Platform User, DEVO - Jan 2023
- Qualys VM Certified, Qualys - Nov 2023
Timeline
Security Guard (Part Time)
Lodge Services Limited
05.2025 - Current
Sales Associate (Part Time)
SKECHERS Retail
09.2024 - 05.2025
Cyber Security Associate
Unisys
05.2022 - 07.2024
Team Lead
Unisys
08.2020 - 04.2022
Service Desk Support Representative
Unisys
02.2018 - 07.2020
System Engineer
Tek Systems (Hewlett Packard Enterprise)
07.2016 - 01.2018
Masters in Applied Cyber Security - Cyber Security
Technological University Dublin
Bachelor of Engineering - Computer Science
Cambridge Institute of Technology
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