Lead Consultant
Wipro Technologies
مجموع سنوات الخبرة :18 years, 0 أشهر
Key Result Areas:
•Spearheading a team of 8 members and guiding them towards attaining maximum efficiency and achieving more than promised compliance
•Supervising various security technologies such as Symantec Endpoint Protection, Symantec Encryption, BlackBerry Cylance, Dell ATP, Symantec DLP and MacAfee EPO
•Drafting security compliance report for every month
•Creating and Managing Policy Exceptions and Endpoint Policies as and when required
•Creating, maintaining, and updating the run books / SOP’s
•Providing full coverage round the clock to the clients
•Managing tickets, service requests and escalations and ensuring on time closures
•Facilitating Level-1 Engineers with technical issues pertaining to the security products
•Identifying opportunities to improve the service
•Executing necessary corrective steps by anticipating problems and future technical needs
•Providing insightful solutions to complex security issues; reviewing customer security logs and incidents
•Analysing security incidents in an effort to identify the root cause; examining recurring issues & detailed documentation of actions taken to remediate the issue
•Providing “after action” reviews to identify lessons learned and best practices
•Reviewing Operational Manuals and Building Used Cases
•Reviewing the configurations of devices & tools, policies, guidelines & procedures
•Implementing & configuring Symantec Enterprise Protection Manager (SEPM)
•Performing RCA for Security Incidents / Virus Outbreak Incidents
•Liaising with vendors for products and services
•Performing Technical Documentation of Standard Operating Procedures
Key Impact Areas
Security Operations
Security Solutions
Key Result Areas:
•Delivered Technical Support to Enterprise customers across the globe
•Presented proof of concept to Business-Critical Account Customers
•Managed the deployment, configuration and troubleshooting of Encryption (SEE and PGP) and VIP - Validity and identity protection (Two Factor Authentication)
•Managed PKI Troubleshooting; analysed complex product issue that cannot be resolved by Tier1 Team and resolved same
•Working knowledge on cloud backend logs analysis tools and use SIEM tool Splunk to analyze the real time data
•Implementing Single Tier and Multi-Tier DLP solution as per requirement.
•Administration of Symantec Data Loss Prevention
•Installation, implementation and configuration of Symantec Data Loss Prevention, Database, Email Prevent, Web Prevent, Network Monitor, Network Discover and Endpoint Prevent
•Worked on break fix environment to reproduce issue reported by customer and analysed the requirement for engineering
•Performed troubleshooting on various platforms like Windows 2003 Small Business Server, Windows Server 2003 Enterprise and Standard Editions, Windows 2000 Servers, Windows XP, Windows Vista, Windows Server 2012 and Windows 2008 Server
•Liaised, communicated & interacted with “Engineering Teams” on reported product defects to identify & fix issue on priority
•Logged Defects and delivered request for change and verifying the defects after proper fixes
Highlights:
•Core member of Information Protection Team; delivered excellence on Symantec Information Security Products
•Liaised with Product Engineering Team to resolve the issues reported with Symantec Encryption Management Server, Symantec Encryption Desktop, Symantec Endpoint Protection and 2 Factor Authentication
•Recipient of Level 2 Award for maximum case closures with 100% CSAT for 2 months
•Received Level 1 Award for conducting Soft Skills Training
•Awarded for performing excellent job in managing performance data, critical escalations and customer satisfaction
•Conducted Beta Test for New Product Release
Advance Level Team:
Highlights:
•Taking Inbound calls for HP Technical Support, Troubleshooting Desktop, Laptops and Printer configuration
•Successfully transitioned new hires from training to production within deadlines and awarded for the same
•Attained Awards for successful team management and exceeding goals
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