NOBORUPAM JANA
Subject Matter Expert
Hyderabad
Summary
With a total of 15 years of experience on technology and customer support service delivery to Fortune 500 customers . Supportive Team Lead with 10 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency. Instrumental in bringing 5 years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines.
Overview
16
16
years of professional experience
5
5
Certifications
Work History
SME Team Leader
Unisys
Hyderabad
08.2014 - Current
- Service delivery teams of Unisys for implementation and maintenance of endpoint security solutions as well as implementing new solutions for security administration such as upgrading management consoles (ePolicy Orchestrator), implementing encryption of devices and upgradation of endpoint security solutions
- Have worked on zero day attacks, sample collection and working with product vendors
- Responsible for vulnerability assessment and recommending solutions for the same
- Lead estimation, proposals, contracting and transitioning programs for new client onboarding to Unisys from security standpoint
- Responsible for Operational management, metrics and reporting for Compliance, KPIs, SLAs and Project Status reports
- Expertise in ensuring that security to endpoints is delivered at its best, mitigating issues and drawing out solutions for sustainable security
- Maintaining 10 multiple accounts simultaneously with different AV tools in the accounts
- Handling Escalation and challenges
- Providing the trainings/ KT and Overview of the accounts to team members
- Providing suggestions for any process changes/automations
- Maintaining SLA for the Clients as per the Internal and Client Agreement for all the accounts
- Maintaining the SPOC responsibilities and updating the team with updates/Upgrades/news from vendor
- Performing the testing on new updates/Upgrades and providing KT to Team
- Configuring and managing policies in Crowdstrike console
- Handling new projects and working closely with SDM for the new scope and responsibilities
- Handling project for ePO upgrades and Client Migration
- Performed Penetration Testing of various newly developed websites.
Support Engineer
McAfee Software
Bangalore
09.2008 - 07.2014
- Highly customer centric, business oriented service with high visibility with senior management on both client and McAfee’s end
- Responsible for maintaining Pre-sales and Post-sales technical escalation for McAfee hardware and software solutions over voice, chat and email
- Instrumental in retaining many critical client’s business for McAfee and cross-selling via advising on new products/services for better security environment
- Key responsibilities include utilizing technical, analytical and customer-handling skills in interacting with business customers that are Fortune 500 companies for successful implementation of McAfee IT infrastructure security solutions worldwide through Remote Assistance tools and leveraging ITIL service management processes such as incident, problem and change management
- Expertise on McAfee Management Solution, ePolicy Orchestrator, MS Active Directory and MS SQL Databases (MSSQL 2005/MSSQL 2008), Browser Protection Solutions such as SiteAdvisor
- Experience in compliance measurement and monitoring using Foundstone (Vulnerability Assessment) Appliance & Policy Auditor.
Senior Technical Support Associate
Dell India
Bangalore
03.2006 - 06.2007
- Provided consumer support to Dell Canada division based on technical skills and successful customer retention thereby achieving high customer satisfaction, by providing quicker support helped in achieving goals
- Provided security support for Wireless networks on Dell desktops and laptops, catering to SOHO customers in Canada
- Conducted training sessions as a trainer on Basic Networking & Wireless Networks, familiarizing decision trees and known issues for a faster execution to address an incident.
Technical Support Engineer
Slash Support
Chennai
05.2005 - 02.2006
- Provided consumer support for basic network devices from Linksys
- Worked on Wi Fi Security, providing secure wireless connectivity for SOHO users globally using devices like wireless routers, access points and range expanders
- Have experience in wireless technology (802.11b and 802.
Education
B.Tech - Computer Science Engineering
Vellore Institute of Technology
Diploma - Computer Science Engineering
Siddaganga Polytechnic
Skills
Project Management: Microsoft Project
undefinedCertification
CEH v10, 2019
Timeline
IT Project Management from Indian School of Business
07-2022
CEH v10, 2019
08-2019
Intel Security Certified Product Specialist - EPO, 2016
06-2016
SME Team Leader
Unisys
08.2014 - Current
ITIL Foundation Certified 2012, APMG, U.K
04-2012
Support Engineer
McAfee Software
09.2008 - 07.2014
CCNA Certified, 2007, Cisco
09-2007
Senior Technical Support Associate
Dell India
03.2006 - 06.2007
Technical Support Engineer
Slash Support
05.2005 - 02.2006
B.Tech - Computer Science Engineering
Vellore Institute of Technology
Diploma - Computer Science Engineering
Siddaganga Polytechnic
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