Aravind Murugesh

• Supporting Enterprise and business customers for DLP implementation and configuration as a part of data security team focused on DLP suite
• Product line:

- Forcepoint DLP suite

- Email content gateway

- Web content gateway and protector

• Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Earned recognition from management for consistently delivering exceptional service quality.
• Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.

• Tech Support engineer for McAfee Endpoint Products
• Acting as point-of-contact for Enterprise & Business customers to troubleshoot the complex issues on Endpoint Security products & Malware Threats
• Part of DyE - Dynamic Endpoint Vertical - Trained on all the Endpoint Security related products
• Worked on Migrations of Endpoints and assisted in policy migrations for greater infrastructures
• Assisting Enterprise Clients for the following Product line: MOVE (Management of Optimized virtualized Environment), McAfee ENS- Endpoint Security , MV-EDR, VSE -Virus scan Enterprise, Malware Analysis (Hunting, Detection, HASH /Sample analysis), Virus Scan Enterprise (Storage)-Netapp/Dell EMC, MVision ePO/ MVision Mobile, E-Policy orchestrator and McAfee Agent
• Worked on Following Platforms: Windows Server 2008, 2008R2,2012,2012R2,2016, Client Operating systems windows 7,8,8.1,10, Linux Operating Systems: RHEL,Ubuntu,Centos, MAC Operating systems: 10.11.x-10.15.x
• Participated in critical escalation calls with the customer
• Collaborated with all other internal relationship management groups (SAM, SE, and RPS) to improve the customer experience
• Have ability to identify known/unknown unresolved product defects and engage Engineering with speed and precision.

• Managing Helpdesk (RDS) with zero escalations
• Queue Management in BMC Remedy ticketing system
• Coordinate and manage the Office 365
• Handling a team of 28 members with optimistic escalations
• GAA: Creating and managing accounts/security groups in Active Directory
• To monitor and track tickets/requests and manage SLAs
• Assist users with password reset request and application access requests
• Exchange: Coordinate and manage the Office 365 with Admin Support from Microsoft
• To monitor and report exchange related queries to the L3 Analyst
• Co-ordinate with Microsoft on fixing account related queries
• Inform team on basic outages and also help them prepare with the fix
• Vendor Support: Experience in working with three 3rd party vendors and providing support for users in multi platform
• Have experience in swivel chair process as well in e-bonding
• RDS: Handling L2 support for the Remote Desktop Support Request
• Hands of Experience in Ticket tool BMC Remedy 8.1
• Strong knowledge in Troubleshooting Issues like VM, O365, VPN, MacAfee EPO
• Sound Technical Knowledge of operation and functions of Windows 10, 8, 7, XP
• Strong problem solving, analytical skills and decision making, analyzes problems and take corrective action
• Expertise in providing Remote support to customers using WebEx, RDS and Symantec PC anywhere
• Responsible to send global notifications to the end users
• Installing & configuring Local/network printers and scanners
• Responsible for sending reports on time to the Managers and tracking performance metrics
• Responding Users Emails for their Technical Queries and requests.

• Dealing with the installation of routers, hubs and troubleshooting hardware on need basis
• Administration and Installed all Client systems of Windows XP, Windows 7, Windows 8,Windows 10, LAN and Network printers
• Provides direct support to users, including troubleshooting complex problems to ensure 100% uptime
• Experience in imparting training to end users
• Setting up email accounts (i.e
• Outlook, outlook express etc.)
• Worked in 20CN - Copper line Technology (DSL) and 21CN - Fiber Optic Technology (FTTC & FTTH)
• Provided support in accessing broadband connection for Laptops, Desktops with Windows and MAC operating system including iPhone, iPad, Tablet, ANDROID devices and Gaming Devices.