NICKY MATHEW
Messaging Service Specialist
Bengaluru,KA
Summary
10 Years of experience in consulting, support at both established organizations to budding startup. With over 3 Years of experience in Technical Training delivery Email security administrator with experience in Proofpoint, Ironport and Sonicwall Good understanding of networking protocols and technologies Good understanding of virtualization technologies Possess excellent communication and interpersonal skills with ability to work under pressures and meet deadlines.
Overview
11
11
years of professional experience
1
1
Certificate
47
47
years of post-secondary education
Work History
Messaging Service Specialist
NTT Data Services
Bengaluru, KA
11.2019 - Current
- Leveraged Messaging Relay Support
- Project details: Messaging relay team is responsible for email security appliances, email relay servers and other boundary devices
- This team manages email security & relay operations for all client environments
- We support across Commercial & Healthcare verticals and handle incidents and requests for these devices 24X7
- Responsibilities:
- Build, support and maintain Cloud and On-premises Ironport appliances, Cloud and On-premise Proofpoint appliances and Sonicwall email Security appliance
- Whitelisting and Blacklisting of sender’s email address and domains as per customer requirements
- Modifying email policies, content filters, mail routes etc on email security appliances as per customer needs
- Message tracking on email security appliances and investigating of email delivery issues
- Co-ordinations with vendors such as Cisco, Proofpoint and Sonicwall
- Work with application owners in troubleshooting mail relay issues
- Routing patching/upgrade of servers and appliances are our responsibility
- Support & maintain sendmail relays including the Linux OS
- Maintaining access lists for application servers relaying using Sendmail or Ironport
Co-Founder and Head of Operations
Nova Solutions
04.2017 - 04.2019
- Provided consultation for big and small software development, support and operations projects
- Conducted training on Windows Server Administration, Network Administration, Cloud Computing for fresh graduates and experienced candidates
- Conducted training on Python programming language for college students
- Mentor Teams/Individuals to achieve targets, through feedbacks and training
- Cultivated and strengthened lasting client relationships using technical proficiency and interpersonal skills
- Empaneled new clients for Training needs and Manpower requirements
- Understood manpower gaps and provided staffing solutions for short term and long term project(One time and contract to hire)
- Payment follow-ups, Negotiate agreement terms and documentation of the agreement.
Senior Technical Trainer
Microland Ltd, TTC
08.2009 - 07.2015
- End to End scheduling of external training for level 3 and above trainings along with Vendor
- Empanelment, management and performed Trainer Evaluation (External Trainers)
- Trained and mentored a batch of 20 new personnel hired to fulfill various roles
- Developed curricula, instructions, documentation, and assessment tests for Graduate Engineering Trainees, Desktop Support Technician and Service Desk training courses
- Developed lesson plans, instructional materials and practice tests for Level 1 and level 2 training courses
- Delivered training on Virtualization, Storage Foundation, Server Foundation training, Operating System troubleshooting, Computer networking training
- Collaborated with vendors to procure new hardware or locate and replace faulty hardware components and resolved advanced problems
- Patched software and installed new versions to eliminate security problems and protect data
- Assist Fresher on handling calls and provided On Job Training(OJT) for New Hire to help them transition into the process
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base
- Brokedown and evaluated user problems using personal expertise and probing questions
- Installed software, formatted, re-installed operating systems
- Setup wired wireless and networked printer installation and support
- Provide functional and technical support, troubleshooting and diagnosing hardware and software problems
- Provided solutions to operation issues for users of Windows, MAC, and Linux working closely via phone, email, live chat and web teleconference with end-users.
Education
Master of Technology - Information Technology
Christ University
Bachelor of Engineering - Electronics and Communication Engineering
Visveswaraiah Technological University
Skills
Remote Technical Support
Customer Support
Service Delivery
Customer Satisfaction
Resolving Customer Issues
Operational Excellence
Conference Calls
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
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Tony Robbins
Timeline
Messaging Service Specialist
NTT Data Services
11.2019 - Current
Co-Founder and Head of Operations
Nova Solutions
04.2017 - 04.2019
Senior Technical Trainer
Microland Ltd, TTC
08.2009 - 07.2015
Master of Technology - Information Technology
Christ University
Bachelor of Engineering - Electronics and Communication Engineering
Visveswaraiah Technological University