Arghadeep Lahiri
IT Security Technical Support Specialist
Ahmedabad
Summary
Knowledgeable and dedicated customer service professional with extensive experience in cybersecurity industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Global Escalation Specialist 3
SOPHOS Technologies
01.2017 - 04.2024
- Promoted to Global Escalation Specialist in the year 2019, November
- Last level of support between customers and developers of Sophos Endpoint product
- Dealing with high valued customers and their complex endpoint security issues
- Design, implement, and manage endpoint security solutions, including antivirus software and intrusion detection/prevention systems
- Research and evaluate new security technologies and make recommendations for implementation
- Respond to security incidents and participate in incident response efforts as required
- Provide training to peers and subordinates for any new technology or product feature enhancements
- Keeping up with the constantly evolving threat landscape
- Working with Sophos labs in publishing new Application Control lists
- Attending weekly Management Review Board meetings with Development and Product management to discuss evolving issues and new product feature implementation
- Effectively communicating technical support team, for any critical or high severity issue
- Creating product documentation for customers, ensuring customers are aware of upcoming features.
Escalation Engineer Level 2
SOPHOS Technologies
01.2017 - 01.2019
- I am the second line of support from the India region
- My job role is specific (but not limited) to handling escalated cases from Level 1 engineer and Sales Team
- I also coordinate with Global Escalation team who works closely with Development, to raise bug request and cascade information to customers with a possible workaround/fix
- I have a keen interest in hunting malware
- Thus, helping Sophos Labs in strengthening the virus database by collecting new(unknown) samples from customer’s environment
- I also provide investigation report and suggest remediations/best practices after a malware outbreak
- I actively supported my team in helping our customers during the 2017 WannaCry Ransomware attack targeted to NHS UK
- Best practice to deal with the situation and enlightening them about the Eternal Blue Vulnerability was our primary focus
- Apart from training engineers about emerging threats and product, I also understand Mobile Security and know how to configure a business strategic Mobile deployment across an environment
- I have a good understanding of setting up Android Enterprise and Apple MDM
- Additionally I know how to configure an External Active Sync Server to control the flow of emails between Email Exchange server and Sophos Secure Email App
- Configuring an internal workspace through Sophos Secure Workspace, that provides security to an organisation in sharing, accessing encrypted data and managing Web filtering + AV functionalities via Sophos Mobile Security App is an add on
- Acquired strong technical knowledge in Sophos Endpoint Security products (both Cloud and On Prem), Mobile Security and Encryption.
Concentrix Technologies
06.2015 - 01.2017
- Symantec Endpoint Protection (V 12.1, 14.0) Installation, Managing and Troubleshooting SEP+SEPM Providing support to Business Critical Support customer on AV, HIPS
- Implementing strong security policies in customer’s environment through Symantec Endpoint Protection Manager and helping peers in Duty Manager Escalations
- Providing priority support to malware affected customers, by analysing zero day threats, submitting sample to lab and suggesting remediation/security best practice
- Strong Technical knowledge in Symantec Endpoint Security with additional knowledge of IPS, Client firewall
- Consistently held position among the top performers for months with significant CSAT and Technical score
- Handling SME duties (mentoring) in his/her absence on the floor.
Education
Bachelor of Technology - Instrumentation and Control Engineering
SRM University
06.2015 -
Standard XII -
Gitaram Academy
01.2010 -
Standard X -
Gitaram Academy
01.2008 -
Skills
Windows
Certification
Certified Ethical Hacker Version 12
Personal Information
Date of Birth: 09/26/91
Timeline
Global Escalation Specialist 3
SOPHOS Technologies
01.2017 - 04.2024
Escalation Engineer Level 2
SOPHOS Technologies
01.2017 - 01.2019
Concentrix Technologies
06.2015 - 01.2017
Bachelor of Technology - Instrumentation and Control Engineering
SRM University
06.2015 -
Standard XII -
Gitaram Academy
01.2010 -
Standard X -
Gitaram Academy
01.2008 -
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