Welcome to the personal website of Jyolin Shukla

PRINCE2 Agile® Foundation, ITIL®4 Foundation, CAPM®

Profile

I am a highly driven technical professional with expertise in project management, cybersecurity, and driving impactful organizational improvements. With a commitment to delivering sustainable results, I leverage strong analytical skills and innovative thinking to identify and implement technology solutions that support long-term growth. Known for my ability to quickly master new technologies, I bring a proactive, solutions-oriented approach to complex challenges and thrive in dynamic, high-pressure environments. I prioritize clear communication and teamwork, fostering collaboration at all levels to ensure alignment and drive success. Passionate about continuous learning, I am dedicated to evolving my skillset to meet the demands of forward-thinking organizations and add lasting value through every project.

Skills & Expertise

Skills

CAPM:
Communications management
Cost management
Human resources management
Integration management
Project management processes
Quality management
Risk management
Scope management
Time management
IT Project management
Agile methodologies

ITIL:
Availability management
Business case development
Business risk management
Capacity management
Configuration management
Continuity management
Customer service
Incident management
Information security management
IT change management
IT governance
Problem management
Relationship management
Release and deployment
Service level management
User support

Others:
Complex Problem Solving
Forward-Thinking and Analytical
Requirements Analysis
Brand development
Onshore-ofshore team leadership
Team Development
Content Development
Writing & Editing
Client technical support
Public relations
Website Administration
Auditing and quality assurance
Regulatory compliance
Intercultural
Active listening
Motivation
Flexibility
Patience
Empathy
Document analysis
Root Cause Analysis

Projects

Tools and Technology

Monitoring & Operations :
Down Detector, Thousand eyes, myCTO, Webgui alerts, Ap Dynamics Leo Dashboard, Brandwatch vizia,
CCO portal, technology information, ITSM Election of remedy, Chatalyst, eForm System, Centralised NEWS paging system, Command Center Bridgeline Operation, Global Payplus System, Cloud Dashboards monitoring using Splunk, BACE- Virtual Machine Details, AppHQ / Ait details, ConsoleWorks, Policy Manager ESRS, Password VaUlT, SuPPERPUtty, Other Data monitoring using Splunk

Currently Studying

Softwares : Microsoft Project, Jira, Trello
Certifications : CompTIA Security+, Prince 2 Agile Practitioner, Changement management, PMP
Programming / Scripting Language : Fundamentals of Programming, Python, Visual Basic
I am a quick learner so ready to develop the job specific desired and core skills through the continuous professional development

Certifications and badges earned

Experience

1

July 2021 – Current
Officer, Technical Analyst II – Bank of America, United Kingdom

Key Achievements:

Promoting IT service availability through proactive incident detection, prediction, and prevention.
Actively monitoring and responding to service and event alerts to maintain system health.
Handling customer reports related to service issues or requests, providing timely assessment and resolution.
Assessing alerts to determine necessary actions and communicate effectively with management and technical teams.
Executed scheduled system health checks, hygiene tasks, and calendar events.
Identifying potential production failures through continuous service monitoring and taking action based on business impact.
Performing troubleshooting, analysis, and issue resolution using established procedures and work instructions.
Reacting to the failure according to business impact
Performing troubleshooting, analysis, research and resolution using break/fix work instructions and route away routines for repeatable issues
Improving administrative, operational, and technical procedures and work instructions
Managing escalations efficiently, engaging support teams to mitigate risk and ensure minimal impact.
Following escalation protocols, adhered to SLAs, and complied with company policies.
Proactively identifying and addressing procedural gaps, driving continuous improvement initiatives.
Demonstrating a strong understanding of business context and impact related to alerts.
Gained emerging competency in structured analysis and independent problem-solving within the domain.
Trained, supported, and mentored new team members on processes and best practices.
Successfully managing complex projects with general guidance, contributing to high-impact outcomes.

2

Nov 2016 – Jun 2021
Officer, Technical Help Desk Coordinator – Bank of America, United Kingdom

Key Achievements:

Researching data problems, investigating technical errors, and troubleshooting complex queries for clients – all within defined SLA’s
Providing superior technical support to clients and cardholders via telephone and email in support of queries relating to a variety of card-based systems, managing through to resolution with both internal and third-party vendor teams.
Assisting clients with running and building reports using GRAM
Assisting clients and cardholders to reconcile a large amount of financial data inconsistencies.
Application support for multiple vendors: MasterCard, Works, Total Systems, B2Bi Integration
Support for existing B2Bi data delivery channels and file deliveries
Ensuring that all information transferred to and from the card-holder is recorded accurately
Ensuring confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act
Being consistently focused on the quality of work and providing excellent client and customer service
Making sure adherence to bank policies and procedures is maintained
Dealing with queries effectively and efficiently and with exceptional attention to details
Creating, Resolving and Closing service requests successfully using GSS
Effectively managing a multitude of tasks and responsibilities in a time-efficient manner.
Dealing with business partners on behalf of clients.
Monitor incident records to ensure they include adequate information and that there is evidence of follow-up.
Ensure that incidents are managed according to procedures. Establish and maintain positive business relationships with customers, suppliers and partners ( internal or external ) deploying and complying with organizational processes.
Working closely with Client Services, Operations, Fulfilment and Digital Service departments leveraging teamwork to provide the client with a seamless delivery
Possessing a passion and urgency to serve our clients and operate as a client advocate

3

April 2015 – Sep 2015 and Mar 2016 – Oct 2016

Technical Team Manager (Scottish Power) – Capita, United Kingdom

Key Achievements:

A demonstrated record of achievement, management, and responsibility and an ability to delegate
Ability to institute creative improvements that allow for more efficient managing of workflow
Carry out regular staff assessments in line with performance management framework and KPIs
Submit all reporting and escalate serious failures to Account Manager / ODM / OM weekly via email
Accustomed to working with executive and senior level management
Acknowledged for meeting company goals while maintaining excellent client relations
Delivered highly motivated and effective performance in all area of management
Diverse management experience applicable to broad range of opportunities, markets, and industries
Effective, versatile manager. Earned respect of senior managers and for results and motivation skills

4

Feb 2014 – Mar 2015 and Oct 2015 – Feb 2016

Technical Support (Scottish Power) – Capita, United Kingdom

Key Achievements:

Solving technical and general bill related queries for customer advisors
Fixing ISU & CRM defects and solving technical queries using CRM and ISU codes
Solving payments, refunds, carrying out mathematical / financial calculation for advisors
Excellent working knowledge of finance department which involves using FPL9
Billing Master and excellent working knowledge of SAP, ISU & FICA, Billing and Invoicing
Escalate complex or unresolved incidents
Effectively question users to establish symptoms
Share information with team members to help them become more effective

5

Additional Experience:

Jan 2009 – Jan 2014
Customer Service Advisor ( National Trust, Scottish Power ) – Capita, United Kingdom

Key Achievements:

Solving customer’s technical and general bill related queries for the customers.
Attending inbound calls and responding to enquiries about contract and payment
Proven ability to serve customers and establish a positive rapport
Experienced in customer relations and problem solving
Acquiring strong skills in communication and negotiation as well as good salesmanship
Liaising directly with customers to discuss their accounts and advising them of the benefits available to them through the range of products and services
Listen to others to understand their point of view
Confidently present messages in a clear and precise manner
Structure written and oral communication to ensure clarity

QUALIFICATIONS AND PROFESSIONAL TRAINING

2015
Software Testing and Quality Assurance (Modules1 and 2) – TOPS Technologies
Seminar: Android

25/09/2005 – 03/07/2007
Master of Science, The University of Liverpool, United Kingdom
Course: Microelectronic Systems and Telecommunications Engineering

Principal subjects / occupational skills covered

• Photonics • Programme Development • Optical Information Systems • Research Skills • Digital System Design VHDL • Microprocessor Systems • Advanced Signal Processing • Computer Networks • Telecommunications

Project

Utilising the Concept of Chromaticity to Develop an Acoustic Tag Location and Monitoring System

05/11/2000 – 13/07/2005
Bachelor of Engineering, North Maharashtra University, India
Course: Electronics and Telecommunications Engineering

Principal subjects / occupational skills covered

• Flash Application Development • Communication System • Fibre Optic Communication • Consumer Electronics • Digital Signal Processing • Electronic Measurement • Telematics • System Programming • Microprocessors • Radiation & Microwave Techniques

Project

Designing and Developing a Universal Coin Operated Mobile Charger

Work Placement

Anjaleem Enterprises Pvt Ltd where I was involved in testing telephone instruments to check voltage and output of ICs. Designing