Prashanth Machalef
Cloud Support Analyst
Manglore
Summary
Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in Linux and Windows systems systems and cloud infrastructure environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
5
5
years of professional experience
Work History
Cloud Support Analyst (l1/l2/)
Securonix
11.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues related to SIEM components ie data ingestion, Analytics , UI issues, app availability.
- Trained new hires, contributing to the overall growth and success of the team.
- Managed customer communication and escalations, providing detailed Root Cause Analysis (RCA) for major security incidents and working on escalation metrics for continuous improvement.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Installed, configured and maintained source end logging systems and network connections.
- Troubleshooting application issues based on modules , collecting logs from Java, Tomcat, microservice to analyze the issue and escalating if necessary.
Technical Operations Engineer(Saas Operations)
Securonix
11.2022 - 06.2023
- Managed day-to-day log collection activities from source devices to the SIEM tool (Securonix), ensuring continuous data flow and effective monitoring
- Extracted and analyzed logs in real-time using SIEM technologies, addressing specific requests and providing actionable insights
- Led the end-to-end implementation of Securonix SIEM, ensuring smooth integration with existing systems and enhancing overall security posture
- Conducted regular system upgrades and applied patches to maintain optimal platform performance and security
- Applied hotfixes to resolve product issues and bugs, ensuring the seamless functionality of the SIEM platform
- Demonstrated thorough knowledge of data ingestion through RIN into the Securonix SNYPR platform, managing enrichment, analytics, content management, parsing, normalization, and policy violations
- Performed comprehensive analysis of security, network, database, and application logs, correlating events and importing activity data via console or Remote Ingester
- Worked with client's on installing and configuring Log collection & forwarding agents, like syslog-ng, rsyslog, nxlog, snare on multiple OS.
- Troubleshot and resolved issues related to API connectors for data ingestion, ensuring smooth integration and functionality of java based application.
- Debugged issues in the Securonix SNYPR (UEBA java based application ) application related to Analytics Services, ensuring optimal performance and issue resolution
- Developed and maintained Standard Operating Procedures (SOPs) for day-to-day operational activities, ensuring consistency and efficiency in processes
Cloud Analyst(Application Support)
Securonix
07.2022 - 11.2022
- Monitored customer environments and infrastructure, proactively identifying and addressing potential issues to ensure smooth operations
- Troubleshot backend data pipelines, ensuring seamless data processing and integration with the SIEM platform
- Fine-tuned system parameters to optimize disk, memory, and CPU utilization, improving overall performance
- Managed and tracked tickets to ensure timely resolution in line with SLA guidelines
- Acted as Subject Matter Expert (SME), mentoring new team members and fostering a collaborative work environment
- Developed and maintained Standard Operating Procedures (SOPs) for team consistency and best practices
- Monitored and prioritized security incidents, providing alerts for actionable events and incident response support
- Managed customer onboarding, overseeing the creation and deployment of new SIEM platforms post-POC
- Participated in P1 escalation calls, collaborating with cross-functional teams to resolve infrastructure outages and critical issues
- Worked in a 24/7 support team, ensuring continuous monitoring and swift incident resolution
Junior Analyst
Glowtouch Techonologies
07.2020 - 07.2022
- Provided technical support for troubleshooting for linux , DNS , Website issues , Emails, Virus & malware, and Website optimization
- Installing wordpress, maintain the sites and troubleshooting.
- Performing disk management functions , like partitioning, creating and mounting file systems, allocating swap space, and monitoring free disk space.
- worked on different linux os distributions.
- Working on web servers, email servers ,WHM panel, Cpanel.
- Led training sessions for junior team members on best practices related to Linux administration.
- Enhanced server performance by optimizing Linux systems and implementing efficient configuration management.
- Updated website in WordPress, uploading images and conducting SEO.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
Education
Bachelor of Science - Computer And Information Sciences
St Aloysius College (autonomous)
Mangalore, India 04.2001 -
Skills
- Linux Administration
- Windows Operating System
- Security Information and Event Management (SIEM)
- Networking in Linux (TCP/IP, DNS, DHCP, VLANs, Firewalls, Proxy)
- SQL Proficiency
- Amazon Web Services (AWS) Expertise (VPC, Security Groups, IAM)
- Monitoring Tools: Datadog, Grafana, Uptime Robot,Snypr eye
- Log Collection & Forwarding: NXLog, Rsyslog, Syslog, Snare
- Network Troubleshooting: Wireshark, Netstat, Tcpdump, Traceroute, Ping
- Cloud & Infrastructure Security: Firewalls, VPNs, Zero Trust Architecture
- Hosting & Server Management: cPanel, WHM Panel, Ubuntu Web Servers
- Domain & DNS Management: TLS SSL Installation on domain name/website, Name Servers, DNS Records
- Email & Web Hosting: WordPress, Email Configuration, Website and Domain name setup
- Programming: Python (Data Analysis), Java Troubleshooting
Timeline
Cloud Support Analyst (l1/l2/)
Securonix
11.2023 - Current
Technical Operations Engineer(Saas Operations)
Securonix
11.2022 - 06.2023
Cloud Analyst(Application Support)
Securonix
07.2022 - 11.2022
Junior Analyst
Glowtouch Techonologies
07.2020 - 07.2022
Bachelor of Science - Computer And Information Sciences
St Aloysius College (autonomous)
04.2001 -
Similar Profiles
ThulasiRam BThulasiRam B
Data Engineer - III at SecuronixData Engineer - III at Securonix
Abhishek NarasimhanAbhishek Narasimhan
Manager, Detection Engineering at SecuronixManager, Detection Engineering at Securonix
Ishwari GinimavIshwari Ginimav
Scrum Master at SecuronixScrum Master at Securonix