Shukumar M

• Proficient in ticket handling and resolving technical issues efficiently.
• Conducted threat analysis to identify and mitigate potential cyber risks.
• Managed the blocking of cyber threat advisories to safeguard systems and data.
• Delivered troubleshooting support through direct customer calls to resolve issues promptly.
• Coordinated and executed manager and agent upgrade activities to ensure seamless operations.
• Enabled or disabled customer access based on specific requirements. Configured and maintained antivirus (AV) solutions to enhance system security.
• Monitored and acted on Extended Detection and Response (EDR) alerts to address threats proactively.
• Prepared detailed decks and reports for customer presentations and briefings.
• Generated comprehensive reports and presented findings to stakeholders.
• Troubleshooted and solved technical issues as per customer requirements.
• Worked and followed up with OEM and took effort to solve the problems.
• Developed and documented Standard Operating Procedures (SOPs) to streamline processes.
• Taking ownership of team tasks and driving in successful way.

Working and managing Symantec, McAfee & Trend Micro AV tools (L1 & L2 level), Anti-virus software installation on customer’s machine, Report Generations, resolving tickets, performing/participating on change activities, supporting on multiple accounts and Daily status checks and also basic work knowledge on EDR and DLP too.

Products & Technologies experience

· Trend Micro Apex one security agent

· Symantec End point Protection

· McAfee Epo

· Microsoft Windows Defender

· EDR & DLP

Roles and Responsibilities

• Managing the environment of Symantec Endpoint and Cloud Antivirus Protection
• Conducting and contributing to audits of Security devices to maintain the Compliance
• Working on Transition and Implementation of multiple AV products
• Handling clients and maintaining SLA of incidents through Service Now and Cherwell tool
• Worked on thedevelopment of processes and procedures to improve incident response times, analysis of incidents.
• Works with clients to implement system security measures, assists with computer security plans and documentation and provides technical guidance and training
• Act as technical incident lead during major Endpoint-security incidents
• Drive continuous learning and knowledge sharing within the team
• I have been working as a L2 analyst and used to analyze multiple threats in the endpoint, take the necessary actions accordingly.
• Responsible for maintenance and monitoring the Data loss prevention (DLP) from the respective policies in Trend Micro Apex.
• Managing calls for operations & escalations while working on high severity Incidents..
• Having experience in Endpoint security on Trend Micro Apex one security agent.
• Checking the server/machine status and troubleshooting
• Understanding the malware and analyzing the logs through Event viewer and generated root cause analysis report in Apex console.
• Managed Weekly/Monthly compliance Dashboards reports and worked on Service Management reports, chaired the same on the calls
• Worked on bit locker recovery key, providing to customer
• Providing permanent/temporary elevated privileges to user.
• Troubleshooting of AV solution through SCCM, AD, Linux and RDS teams

As a server admin maintained and worked on new tool (Razzle) user creation and deletion and provided authority to user as per
designation, worked on audit, report generations and document preparations for new tools, participating/performing change activities

Supported on both AS400 admin and AS400 RPG development, tickets solving, KT on call and worked on document preparation, workedas an AS400 Admin trainer.

Worked as AS400 admin and also a trainer too, User creation/Deletion, providing authority as per user’s designation, backup and

Maintenance, system support, FTP, Journaling and Group file.

Worked as AS400 admin and also a trainer too, User creation/Deletion, providing authority as per user’s designation, backup and maintenance, system support, FTP, Journaling and Group file.

Handling classes and managing schools systems