Muhammmad Annus Sheikh
Senior Operations Representative (Technical Support – Endpoint Security)
Chennai,TN
Overview
4
4
years of professional experience
16
16
Certifications
Work History
Senior Operations Representative
Concentrix
09.2024 - Current
- Deliver exceptional customer support via phone, email, and live troubleshooting sessions, resolving technical and non-technical issues within defined SLAs and KPIs
- Act as the customer advocate, ensuring serviceability, product issues, and feature gaps are tracked, prioritized, and escalated appropriately
- Assist customers with installation, deployment, upgrade, and uninstallation of Carbon Black Cloud sensors across Windows, macOS, and Linux environments
- Perform alert triage and threat investigation, analyzing malware, ransomware, suspicious behaviors, and IOCs to determine impact and remediation steps
- Configure and maintain endpoint policies, sensor exclusions, and behavior tuning to reduce false positives and optimize performance
- Track, manage, and monitor multiple concurrent support cases, ensuring timely resolution, follow-ups, and customer communication
- Clearly document root cause analysis, troubleshooting steps, and resolutions in case notes and internal knowledge systems
- Escalate critical or complex customer issues to engineering and backline teams, collaborating until resolution is achieved
- Utilize Live Query and Live Response for auditing, remediation, and real-time endpoint investigation
- Analyze logs, identify product defects, and work with engineering teams to validate fixes and workarounds
- Support SAML, SSO, and API integrations, assisting customers with authentication and access workflows
- Maintain strong CSAT, quality scores, and operational metrics while handling high-priority enterprise customers
- Provide guidance to non-technical users, and coordinate with sales and account teams for licensing, renewals, and commercial inquiries
- Contribute to internal documentation and knowledge articles, aligning with Knowledge-Centered Service (KCS) practices
- Participate in shift coverage and on-call rotations, ensuring continuity of support for critical customer environments
- Enterprise Endpoint Security (NGAV / EDR)
- Carbon Black Cloud – Sensor & Policy Management
- Threat Triage, IOC Analysis & Incident Response
- Windows, macOS & Linux Support
- Mass Deployments & Patch Readiness
- Customer-Facing Technical Support (Calls, Emails, Sessions)
- Case Management, SLAs & KPIs
- Cross-Functional Collaboration (Engineering, QA, Sales)
- Technical Documentation & Knowledge Sharing
Network Engineer
Movate
01.2024 - 09.2024
- Configured and supported routers, modems, satellite, and gateway devices, including DNS, DHCP, MAC provisioning, and port forwarding
- Managed WAN and LAN configurations, network protocols, IPv4/IPv6, firewall rules, NAT/PAT, and routing settings
- Designed and implemented subnetting schemes for efficient IP address allocation and network segmentation
- Provided support for wired, wireless, and IoT devices, ensuring stable connectivity and optimal performance
- Troubleshot complex network connectivity and performance issues, identifying root causes and implementing effective solutions
- Delivered customer-facing technical support, handling inquiries and complaints with a focus on first-call resolution and customer satisfaction
- Utilized Salesforce to document troubleshooting steps, customer interactions, resolutions, and service outcomes
- Identified and communicated upsell and cross-sell opportunities, clearly explaining product and service benefits to customers
- Collaborated with cross-functional internal teams and Netgear stakeholders to ensure alignment with project goals and delivery timelines
- Ensured all project deliverables were completed on time and within scope, supporting operational and client success
- Maintained awareness of emerging networking technologies and protocols to apply best practices during customer engagements
- Provided guidance and mentorship to junior team members, supporting skill development and consistent service quality
- Router & Gateway Configuration (Netgear)
- DNS, DHCP, MAC Provisioning
- WAN / LAN, NAT, PAT, Firewall
- IPv4 / IPv6 & Subnetting
- Wired, Wireless & IoT Networking
- Network Troubleshooting & Root Cause Analysis
- Salesforce Case Management
- Customer Support & Upselling
- Cross-Functional Collaboration
US IT Team Lead
Conglomerate IT
11.2022 - 01.2024
- Led and mentored a recruitment team, fostering a collaborative culture and continuous learning mindset
- Monitored market trends and emerging technologies to refine recruitment strategies and ensure candidate readiness for evolving IT roles
- Drove agile hiring practices in a highly competitive US IT staffing landscape, adapting quickly to changing client demands
- Leveraged data-driven insights and recruitment tools to streamline sourcing, screening, and hiring workflows
- Reduced time-to-hire by optimizing end-to-end recruitment processes and prioritization strategies
- Promoted diversity and inclusion, creating equitable hiring practices and inclusive team environments
- Collaborated with internal stakeholders to align recruitment outcomes with business goals
- Ensured delivery of qualified candidates while maintaining speed, quality, and compliance standards
- Sourced, screened, and placed IT professionals across domains including software development, cybersecurity, cloud, and data science
- Supported W2 and C2C hiring models, aligning candidate profiles with client requirements
- Built and maintained strong candidate and client relationships, ensuring long-term engagement and satisfaction
- Conducted technical and behavioral screenings to assess skill fit, cultural alignment, and role readiness
- Utilized modern recruitment platforms, ATS tools, and sourcing techniques to stay competitive in the US IT market
- Partnered with hiring managers to understand role expectations and deliver high-quality talent pipelines
- Actively supported diversity-focused hiring initiatives to build balanced and high-performing teams
Cyber Security Intern
NIT Srinagar
01.2022 - 01.2022
- Security Operations Center (SOC) activities, including alert analysis, incident response, and incident handling
- Penetration testing and vulnerability assessment to identify and mitigate security weaknesses
- Network security and firewall management, ensuring secure and resilient infrastructure
- Exploring the application of blockchain technologies in cybersecurity for enhancing data integrity and trust
Education
High School Diploma -
Iqbal Memorial Institute of Education And Research
Srinagar 04.2001 -
Skills
Carbon Black Cloud (CBC) Administration & Support
Sensor Installation, Upgrade & Uninstallation (Windows / macOS / Linux)
Mass Sensor Deployment & Migration
Policy Configuration & Sensor Tuning
Sensor Exclusions & False Positive Reduction
Alert Triage & Investigation
Malware, Ransomware & Behavioral Threat Analysis
IOC Analysis & Threat Hunting
Incident Containment & Remediation
Live Query (Audit & Compliance)
Live Response (Remote Investigation & Remediation)
Certification
(Huawei) Python Programming Basic
Timeline
Vmware (BRoadcom) Carbon Black Cloud: Plan and Deploy
11-2024
(Broadcom) VMware Carbon Black Cloud Endpoint Standard
11-2024
(Broadcom) VMware Carbom Black EDR Install Configure Manage [V7.X]
11-2024
(Broadcom) VMware Carbon Black Cloud Enterprise EDR
11-2024
(Broadcom) VMware Carbon Black Cloud Audit and RemediationB
11-2024
(Broadcom) VMware Carbon Black EDR Administrator
11-2024
(Broadcom) VMware Carbon Black EDR Advanced Administrator
11-2024
Senior Operations Representative
Concentrix
09.2024 - Current
(Cisco) Cisco computer hardware basics
06-2024
(Movate) Informarion and cyber security training Movate
02-2024
Network Engineer
Movate
01.2024 - 09.2024
(Technox) Cisco Certified Network Associate Routing and Switching (CCNA)
11-2023
(Congnito Services) Beyond the Basics: Istio and IBM Cloud Kubernetes Service
07-2023
US IT Team Lead
Conglomerate IT
11.2022 - 01.2024
(Udemy)Certified Ethical Hacker (CEH)
07-2022
(Great Learning) Introduction to Ethical Hacking
07-2022
(IBM) Beyond the Basics: Istio and IBM Cloud Kubernetes Service
07-2022
(National Academy of Legal Studies & Research (NALSAR) University Hyderabad)Course on Indian Constitution
02-2022
Cyber Security Intern
NIT Srinagar
01.2022 - 01.2022
(Huawei) Python Programming Basic
02-2021
High School Diploma -
Iqbal Memorial Institute of Education And Research
04.2001 -