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Gowtham A
Senior Technical Support Engineer
Chennai,Tamilnadu
Summary
Have 9 years of experience, with over 7 years in managing and defending against cyber threats, conducting risk assessments, and working in security operations. Hands-on experience with Enterprise products such as McAfee EPO (On-Prem), Agent, MVision, EPO (SaaS), ENS, Symantec – SEP, DLP, and ATP. Proven ability to develop and implement secure systems and processes to protect sensitive data.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Success Engineer / TSE
McAfee Software India Private Limited, Trellix
Bengaluru
2021.02 - Current
- Managing service requests of enterprise security (McAfee) and providing remote support within internal SLA for clients
- Responding to end-user support requests and patiently walking individuals through basic troubleshooting tasks.
- Keeping up-to-date with industry trends and developments.
- Train and mentor L1 technicians and new joiners.
- Assist team members technical/process vise on difficult cases to move them forward.
- Troubleshooting on McAfee applications such as EPO, Agent, ENS, and EPO (SaaS)
- Analyze threat to determine techniques, tactics, and procedures (TTPs) of Threat Actors, including detailed technical analysis of the TTPs.
- Handling security vulnerabilities and threat outbreaks and managing AV clients.
- Debugging communication issue between Endpoint and EPO Console
- Assist customers in automating various administrative tasks and trigger alert/notification emails for suspicious activity.
- Performing restore activities on McAfee EPO server down, critical issues, SQL Database restore, and Backup and Migration activity.
- Recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found.
- Work with Advanced engineering team for bug fixing and product enhancement.
- Accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of progress throughout the escalation.
Senior Technical Support Engineer
CONCENTRIX TECHNOLOGIES PVT LTD, SYNNEX CORPORATION
Chennai
2016.08 - 2021.02
- Managing tickets of enterprise security (Symantec Endpoint Protection) and providing remote support within internal SLA for clients
- Handling host & server-based security concerns with virus outbreaks
- Guiding customers in designing SEP architecture, deployment of SEP clients, configuration of security policies and security event analysis
- Research client's issues in timely manner and follow up with customer with recommendations and action plans
- Experienced in Providing security fundamentals and preventing threat like virus, malware, Spywares, Trojans, DDOS attack in customer's environment
- Blacklisting and Whitelisting the files based on File fingerprint, cert and file location
- Experienced in identifying, containing, eradicating and recovering from security incidents
- Provide security monitoring, events analysis, mitigation suggestions and working with Security Response team for RCA.
- Experienced in Installing, configuring & maintaining the Symantec endpoint protection Anti-virus software.
Technical Support Agent
SUTHERLAND GLOBAL SERVICES, DLF IT Park
Chennai
2015.06 - 2016.08
- I possess abundance of experience dealing with inbound and outbound calls to aid UK-based customers with their technical difficulties. Furthermore, I have effectively overseen email queue to offer assistance to Acer team. My expertise in managing different types of queues is exceptional.
Customer Relation Officer
HGS – HINDUJA GLOBAL SOLUTIONS LTD
Chennai
2013.07 - 2014.06
- Responsible for dealing with customer relevant queries, complaints and request for information on products and services.
- Managed over 150+ customer calls per day
Education
B.E - Electronic & Communication Engineering
P.R.Engineering College
Tanjore 2008.01 - 2012.04
Timeline
Customer Success Engineer / TSE
McAfee Software India Private Limited, Trellix
2021.02 - Current
Senior Technical Support Engineer
CONCENTRIX TECHNOLOGIES PVT LTD, SYNNEX CORPORATION
2016.08 - 2021.02
Technical Support Agent
SUTHERLAND GLOBAL SERVICES, DLF IT Park
2015.06 - 2016.08
Customer Relation Officer
HGS – HINDUJA GLOBAL SOLUTIONS LTD
2013.07 - 2014.06
B.E - Electronic & Communication Engineering
P.R.Engineering College
2008.01 - 2012.04
Skills
Hands-on experience with Enterprise products such as McAfee EPO (On-Prem), Agent, MVision, EPO (SaaS), ENS, SIEM & Symantec – SEP, DLP, and ATP.
Accomplishments
- Supervised team of 10 staff members
- Acting Subject-matter expert
- Provided dedicated support for Escalations
- I have been awarded the Best Employee in all of the companies I have worked for.
- Best Performer of the Quarter (McAfee)
Interests
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