Haider Abbas

• Advised Hardware and Firmware engineering teams on security practices
• Managed project timelines for firmware/driver development and publication with 100% SLO
• Defined security program objectives, roadmaps, and success metrics
• Assessed and triaged incoming vulnerability reports
• Advocated for and implemented vulnerability response best practices
• Developed remediation plans and disclosed vulnerabilities to customers. Managed remediation plans and risk escalation processes
• Collaborated with PSIRT on vulnerability analysis (~800 vulnerabilities in 2023 for Server/Storage/Networking)
• Authored security and vulnerability reports (23 x Dell Security Advisories), detailing logged incursions and suggesting remediation efforts
• Promoted application security requirements within software engineering
• Collaborated with internal teams on End of Security support and Update cadence policies and achieved 100% compliance on publishing policies within SLA
• Led OS Sprawl Initiative, reducing unwanted OS usage in labs by 51%
• Reduced vulnerabilities in Lab Assets (HPVs by 89%, Critical/High CVEs by 76%, All CVEs by 79%, ensuring secure development and testing of SW products
• Supported overall compliance to asset management - Authenticated Scan, Credentials, KTO, End Point, etc. Due to these efforts, engineering teams were able to achieve lowest Overall Non-Compliance of 0.7% across entire org.
• Provided training programs for employees on cybersecurity best practices, increasing awareness and fostering a proactive security culture within the organization
• Streamlined communication between departments regarding cybersecurity matters by creating an effective reporting structure that enabled prompt action against identified threats
• Collaborated with vendors and suppliers to assess third-party risk levels, ensuring that external partners adhered to organizational security standards
• Worked with Network Security and Technical Operations teams to develop company-wide information assurance, security standards and procedures for Original Device Manufacturer (ODM)
• Collaborated with internal teams to help create standardized incident response program to outline immediate and consistent remediation of security breaches

• Worked as Server Engineer in ISG Department under Dell Enterprise

Role & Responsibilities:

• Working on different alerts received from monitoring tools
• Reviewing systems admin/IT specialist's/Network specialist's ticket for timely closure
• Collecting required reports from different teams/tracks as per schedule or requirement
• Manage multiple towers/rack/cloud/modular servers
• Collaborated with cross-functional teams to ensure seamless integration of server infrastructure
• Delivered consistent high-quality support, resulting in increased client satisfaction (98%)
• Maintained up-to-date documentation on server architecture, enabling efficient knowledge transfer within the team
• Enhanced server performance by implementing optimized configurations and routine maintenance
• Boosted system reliability by conducting thorough testing and troubleshooting procedures
• Mentored junior team members, fostering an environment of continuous learning and skill development within the department
• Actively participated in ongoing professional development opportunities, staying current on industry trends and emerging technologies
• Improved security measures with regular patch updates and vulnerability assessments
• Reduced downtime through proactive monitoring and timely resolution of server issues
• Provided expert advice during hardware selection processes, ensuring optimal compatibility with existing infrastructure
• Documented technical issues and solutions to enable tracking history and maintain accurate logs
• Collaborated with outside departments to implement system-wide improvements
  Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers

Skills:

• Understanding and handling Hardware failure issues
• Remote Access of Servers, Server Log Collection, locally and remotely
• OS Deployment: Windows Server Editions (2008,2012 or later), Linux Distributions, VMware ESXi
• RAID Level configurations & management
• Drivers, Patch installation, BIOS & firmware Upgrade.

Previously worked as a Technician and Sr Technician in Client/Consumer Industry

• Responsible for bridging service requests by coordinating with multiple teams to get requests addressed within SLA.
• Earlier roles include responsibility for escalated and unresolved technical issues, develop strategic solutions to address reported issues and co-ordinate with inter-connected departments for effective resolution drive.

Duties:

• Liaising with end-users and support teams.
• Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes
• Perform confidently and authoritatively in role of incident management and lead customer personnel in responding to fast paced incidents.
• Maintaining business-client relationship, building high level of rapport with customer to maintain company's goodwill with customers.
• Took Initiative to drive Dispatch SLA and improve Dispatch score by 10%
• Advised on suitability of methodologies and suggesting improvements by supplying qualitative and quantitative data within team
• Consistent performer on process metrics for customer experience, quality & hygiene.
• Achieved Michael Dell Award, Customer Hero, On the Spot, Star of the month and R&R awards multiple times in the entire tenure.

Responsible for representing Nissan Motor Acceptance Corporation to drive leads and collection for the company for Lease and Retail Accounts. Provided Support via phone calls, chat, emails services to USA/Canada customers, earning a reputation for productivity, complex problem resolution and professionalism

Duties:

• Provided quality report for entire process, manipulating large amount of data to perform data analysis for maintaining Quality Standards.
• Generating ACW report for Business Development team by cleansing data pulled from RFQ (Request for Query) reports.
• Worked closely with Program Manager team to drive collections in respective territories.
• Managing escalations report to Clients in USA/Canada for Collection Service Development and tracking of support incidents.
• Maintained a “closed-loop" communication style with colleagues and leadership.
• Analyzing call logs to spot common trends and underlying problems.
• Provided effective and consistent support to customer queries and complaints by using effective to ensure high level of customer satisfaction (95%).

Percentage: 70.34%