Nitisha Awasthi
Summary
Accomplished Technical Support Engineer with a proven track record at Trellix/McAfee, specializing in Linux and macOS support. Expert in troubleshooting, policy implementation via McAfee ePO, and enhancing customer satisfaction through effective problem resolution and training. Demonstrates strong technical expertise and exceptional mentoring abilities, significantly improving team efficiency and product knowledge.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
Trellix/McAfee
10.2018 - Current
- Good knowledge of McAfee products on the Linux and Mac platforms.
- Linux and macOS proficiency.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Taking ownership of customer issues reported, and seeing problems through to resolution.
- Troubleshooting issues related to SSH and low disk space.
- Specialized in ENS (TP, FW, WC, ATP), ENS for Linux, and ENS for Mac.
- Good knowledge of McAfee ePO.
- Implementing policies in ePO for McAfee VSE, ENS (Endpoint Security Threat Prevention), and McAfee Agent.
- Monitoring security threats with the help of McAfee products.
- Debugging system-level problems in a multi-vendor, multi-protocol network environment, with high-level technical expertise on complex issues.
- Evaluate the criticality and severity of the issues, and ensure that they are addressed according to priority.
- Work closely with the Sales teams to identify the high-visibility customers and address their issues with priority.
- Technical writing and delivery of complex concepts in concise, understandable diction.
- Experience in upgrading, managing extension check-in, and maintaining rules/policies in McAfee ePO.
- Using the MER tool, analyze the logs, and troubleshoot the root cause.
- Analyzing common and repetitive issues.
- Creating a knowledge base and posting it on the online tool after validation.
- Collaborated with developers to resolve recurrent faults.
- Coordinated with vendors and external support teams to resolve third-party software issues.
- Maintained positive working relationship with fellow staff and management.
- Monitored ticketing system queues for incoming requests from customers.
- Collaborated with teams to solve technical customer problems across product suites.
- Handled escalated complaints and resolved them amicably.
- Conducted research on technical products in order to make recommendations to customers.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Evaluated new technologies in order to recommend solutions that meet customer needs.
- Provided remote assistance to end-users when needed.
- Resolved complex technical problems through root cause analysis techniques.
- Skilled in customer management and communication.
- Task prioritization based on the needs of the business.
- Generating a weekly report on JIRA Sanity for the team, and sending it to team members and the manager.
- Have trained new hires related to McAfee products.
Education
Graduation - Biotechnology
Government Science College
Rewa, MP12th -
Jyoti Senior Secondary School
Rewa, MP10th -
Maihar Cement School
Maihar, M PSkills
- Windows OS
- Linux Administration
- Red Hat
- CentOS
- Mac OS
- Troubleshooting
- Debugging
- Technical expertise
- Escalation support
- Training and mentoring
- Troubleshooting and diagnosis
Languages
- English
- Hindi
Disclaimer
I hereby solemnly declare that all the information and statements made above are true, complete, and correct to the best of my knowledge and belief.
Personal Information
- Father's Name: D.S Awasthi
- Date of Birth: 07/09/96
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Timeline
Technical Support Engineer
Trellix/McAfee
10.2018 - Current
Graduation - Biotechnology
Government Science College
12th -
Jyoti Senior Secondary School
10th -
Maihar Cement School
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