Summary
Overview
Work History
Education
Timeline
Generic

Jaganathan Muthukrishnan

Chennai, TamilNadu

Summary

Security Enthusiast with 13+ Years of experience with knowledge or Antivirus, Defender for Endpoint and Endpoint Data Loss Prevention.

Overview

12
12
years of professional experience

Work History

Partner Technical Advisor

Microsoft India Pvt Ltd.
Bengaluru
11.2022 - Current
  • Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates on MDE and EDLP.
  • Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to DTC)
  • As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
  • Provide Readiness Content.
  • Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.

Technical Trainer

Concentrix Technologies
Chennai
09.2019 - 11.2022
  • Helping customers with installing Symantec Antivirus solution and explaining about the product to best use them.
  • Participate on call rotation for high severity raised from above products.
  • Tickets that are assigned are been prioritized and worked in accordance with the availability of the users, also explain how the issue is been caused and how it is fixed in a clear manner to the user who are not from technical background.
  • Mentoring L1 support on their tickets and troubleshooting for a better resolution rate.
  • Will also be highly working on determining false positive and false negative case.
  • Having good experience with sys internal tools process explorer, process monitor, Auto run.
  • Troubleshooting issues like communication between client and manager.
  • Working on live update issue related to client manager. Taking ownership of all escalated incidents and acting as the first point of technical escalation for application issues Answer customer query with vulnerability assessment details
  • Helping customer to mitigate known vulnerabilities by implementing valid workaround

Customer Experience (Quality Analyst)

Sutherland Global Services
Chennai
10.2015 - 09.2019
  • Audit calls and Provide coaching, feedback and Train consultants.
  • Conduct team huddle to share updates on process.
  • Facilitate call monitoring with Training team and Service delivery team, share accuracy to ensure the process is standardized

Customer Support Representative

Sitel India Pvt Ltd
Chennai
11.2012 - 10.2015
  • Inbound call taking to help resolve Internet technical Issue, Such as no synch, slow speed, wireless connectivity, intermittent connectivity.
  • Promoted as a Learning Specialist Track Trainee (Process) teaching technical and billing related issue for New hires and continuous training on floor.

Education

Certification Course - Aircraft Maintenance

Sigma Aviation Academy
Hyderabad, India
12-2010

10 +2 - Biology

Madras Christian College Hr. Sec. School
Chennai
03-2007

Timeline

Partner Technical Advisor

Microsoft India Pvt Ltd.
11.2022 - Current

Technical Trainer

Concentrix Technologies
09.2019 - 11.2022

Customer Experience (Quality Analyst)

Sutherland Global Services
10.2015 - 09.2019

Customer Support Representative

Sitel India Pvt Ltd
11.2012 - 10.2015

Certification Course - Aircraft Maintenance

Sigma Aviation Academy

10 +2 - Biology

Madras Christian College Hr. Sec. School

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Jaganathan Muthukrishnan