MOHAMMED IBRAHIM KHAN S

1. Specialized in troubleshooting and resolving issues related to following products:

• Trellix Endpoint Security Threat Prevention
• Trellix Endpoint Security Adaptive Threat prevention
• Trellix Endpoint Security Firewall
• Trellix Endpoint Security Webcontrol
• Trellix Storage protection
• Trellix Application Control and Change Control
• Trellix EDR

2. Analyzing logs using sysinternal tools below:

• Autorun
• Procmon
• Proc dump
• Process Explorer
• Windbg previewer

• Troubleshooting issues related to Sophos Central
• Manage and configure security policies in Sophos Central
• Log analysis
• Assist in configuring AD sync
• Help analyzing the threat detection
• Malware Remediation
• Assist with False positive and False Negative detection
• Managing Bitlocker Encryption through Sophos

• Specialized in email security administration using Symantec Email Security.Cloud
• Specialized in Symantec Endpoint Encryption, Symantec Encryption Manager (PGP Server), Symantec Encryption Desktop (PGP Encryption Client Package), PGP command line

Responsibilities:

• Email Security Cloud Project:
• Trouble shooting email delivery issues
• Deployment of SPF
• Checking Blacklists
• Analyzing emails headers
• SMTP Connection Tests
• Assisting in configuration of Symantec Email Security.Cloud
• Assisting with Synchronization tool
• Troubleshooting address registration issues
• Troubleshooting Domain registration issues
• Anti-Spam administration
• Email Quarantine administration
• Anti-Malware administration
• Image control
• Email Impersonation Control
• Assisting in creating report
• Solving Anti-Spam False positive and False negative emails
• Solving Anti-Antimalware False positive and False negative emails
• Knowledge in MailChimp

• Specialized in processing remote access to client devices and troubleshooting with routers, modems, switches, wifi extenders, wifi adaptors, voice phone, computers with Microsoft Windows and Mac OS, Outlook, etc.

Managing Fresh, Bounce Back and Chat Queue (2014-2016)

• Managing customer’s ecommerce account, resolving general queries, assisting in refund and purchase via email and chat
• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.

Project | Baby Coddlers (2016 - 2017)

• Baby coddlers and Super White Glove)
• Specialized in assisting new customers and longtime loyal customers with offers, refund to accomplish revenue generation with Groupon.

Project | Multitouch (2017-2018 )

• Work as a escalation team specialist
• Assisting and resolving issues that had not been solved or unable to resolve by front line agents
• Empathizing customer as well as finding root cause of the issue and providing resolution
• Leading a team, as well as helping them in improving their skills to resolve customer’s issues
• Floor assistance to newbies, and training them in process.

• Specialized in business to business support, assisting in claiming insurance from the insurance companies.