Ganesh Pawar

• Managed security operations and delivery for large US based energy company including Endpoint security, Security event management, Incident response, Vulnerability management, Security awareness and compliance reporting. Responsible for overall IT security posture of Client enterprise. Led team of 32 FTE
• As Delivery Lead, managed budget of $3.5M including resource and project forecasting and strategic planning.
• Involved transition of SIEM tool from legacy tool and coordinated initial stages of security events and incidents; keeping leadership up to date during ongoing security events. Collaborated with Incident Response Team; Overseeing investigations of computer security incidents. Responsible for analyzing, and resolving IT security incidents
• Responsible for open vulnerabilities for client enterprise. Working knowledge in configuring and using scanning tools, verifying found vulnerabilities, researching found vulnerability mitigation solutions, and working with varied business units to mitigate valid vulnerabilities, and creating secure images.
• Centralized management of Anti-Virus software. Maintenance and support of McAfee, Symantec, Trend Micro and Microsoft security products
• Negotiated and refined 15 Service Level Agreements for existing customer through creation of standardized templates, resulting in 100% compliance for client applications
• Generated 1 FTE savings in year by automations and service improvement programs
• Created and maintained enterprise metrics and scorecard. Developed performance metrics and reports for dashboards and balanced scorecards programs. Produced training material, policies and procedures to all new hires

• As service delivery lead, Managed client relationship with various business units on contract. Regularly interacted with clients regarding satisfaction issues, expectations, and potential projects. Ensured work was correctly scoped and staffed (technicians, vendors, etc.) to address client needs and for timely completion of projects. Responded promptly to client calls/emails to resolve questions and problems, escalating to senior leadership when appropriate. Worked with senior members of account leadership team to develop ideas for expansion of service opportunities. Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff. Promptly and accurately completed account administrative tasks such as creation of project related technical services proposals, approval of vendor invoices, approval of employee timesheet and evaluation of employee performance using automated employee management tools. Tracked hours billed to account and staff hours worked to determine productivity, made changes as needed to manage labor costs. Facilitated on-going training of technical staff. Managed local projects in coordination with Senior Project Managers. ITIL v3 trained, Foundation Level
• Managed Service desk delivery and performance. Coordinated overall services with customer for daily customer support, change and incident management. On-site customer advocate and primary interface for customer at Service Desk on all issues concerning Service Desk. Developed and delivered weekly and monthly reports on Profit and Loss, and Service Level Agreements.

Provided technical support for first call resolution for reported issues weekly via telephone, email, and remote desktop control.

• Created 50+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.
• Achieved 75% high first call resolution on monthly basis and 90% customer satisfaction rate
• Trained 35 new employees on responding to calls appropriately and company standards
• Performed quality assurance check of tickets processed by team