Senior Analyst
Open To Work
Sudhir S Rao
Dell Technologies
Bangalore,KA
Work Preference
Job Search Status:
Open to work
Desired start date:
Open to discussion
Desired Job Title
Cyber SecurityCybersecurityNetwork SecurityGRC
Work Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work
Location Preference
On-SiteRemoteHybrid
Location:
Bangalore, KA, IN
Open to relocation:
Yes
Important To Me
Career advancementCompany CulturePaid time offHealthcare benefitsWork-life balancePaid sick leave
15
Years of experience
As a Senior Cybersecurity Consulting Analyst, I secure enterprise infrastructure by bridging the gap between high-level security architecture and technical execution.
I specialize in evaluating risk, enforcing governance, and designing resilient solutions that protect organizational assets without stalling business velocity.
My daily focus centers on managing high-stakes firewall and proxy change requests, ensuring that network perimeters and web access standards remain ironclad.
Additionally, I lead comprehensive technology standards reviews to vet emerging tools and align infrastructure with strict enterprise compliance and security architecture frameworks.
I thrive on collaborating with cross-functional technical teams to translate complex security requirements into actionable, risk-mitigated engineering solutions.
Core Areas of Expertise:
- Security Architecture & Design.
- Firewall & Proxy Governance.
- Technology Standards Review.
- Network Security & Infrastructure.
- Technology Risk Assessment & Mitigation.
- Change Management & IT Compliance.
Work History
Senior Analyst
5 Months- Analyzed and validated security frameworks within infrastructure designs to guarantee adherence to enterprise security protocols and best practices.
- Evaluated and sanctioned significant firewall and proxy modifications to reinforce a zero-trust network framework.
- Executed comprehensive evaluations of emerging tools and software to ensure adherence to corporate risk standards.
- Facilitated risk mitigation efforts by partnering with engineering teams to pinpoint vulnerabilities and optimize deployment security protocols.
Technical Support Engineer 2 – EMEA Wyse Support (Quality Lead)
3 Years 6 Months- Sending daily reports on KPI metrics
- Assisting Front-line Engineers with both technical and process related queries.
- Assisted the DTC team on creating the new Answer Flow.
- Conduct regular inspections and audits to ensure compliance with quality standards
- Develop, implement, and maintain quality assurance protocols and procedures.
- Identify areas of improvement in the production process and recommend corrective actions
- Collect and analyze data from customer interactions to identify patterns and trends.
- Prepare comprehensive reports on quality performance, highlighting key insights and areas for improvement.
- Use data analysis tools to track key performance indicators (KPIs) and customer satisfaction metrics.
- Identify gaps in customer support processes and recommend solutions to enhance service quality.
- Collaborate with the customer support team to implement process improvements.
- Monitor the effectiveness of implemented changes and make adjustments as necessary.
- Maintain accurate records of quality evaluations, feedback sessions, and training activities.
- Ensure all quality-related documentation is up-to-date and easily accessible.
- Develop and maintain standard operating procedures (SOPs) for quality monitoring processes.
- Develop and deliver training programs focused on improving customer service skills and quality standards.
- Conduct regular coaching sessions for support agents to address performance issues and reinforce best practices.
- Stay updated with industry trends and incorporate new techniques into training programs.
- Analyze customer feedback and complaints to identify recurring issues and areas for improvement.
- Work with the front-line team to develop action plans for addressing customer concerns.
- Ensure that customer feedback is integrated into the quality assurance process.
- Awards & recognition: - Game Changer 1 award (2023), Bravo award (2024) and Bravo award (2025)
Technical Support Engineer 2 – NA Wyse Support (Escalation Team)
2 Months- Sending daily reports on KPI metrics
- Assisting the IPS team and PG team by replicating customers issue in the lab.
- Handling escalation cases as L3 in NA region.
- Supported Wyse Global Team, interacting with the customers.
- Supporting Front Line Agents, with all technical related queries.
- Awards & recognition: - Cheers award (2022)
Technical Support Engineer 1 – APJ Wyse Support (front Line Engineer)
4 Years 6 Months- Case management reporting on APJ Wyse performance
- Review and build presentations to leadership on the weekly performance
- Publish customer experience reports and deep dive on the cause of dissatisfaction and action plans to avoid similar instances
- Designed the online training program for APJ tech support to improve on KPI performance.
- Support a team of 12 who handle APJ customers call and email on Thin clients and IoT products.
- Reporting and tracking team performance
- Enable the team L2 and manager with the top issues and solutions availability
- Conduct vitality trainings with outlier groups
- Volunteer for SFDC testing and feedback on the IT gaps.
- Awards & recognitions: - Bronze award (2018), Bravo award (2019)
Technical Support Sr Associate
3 Years 8 Months- Technical support to commercial clients and IT systems
- Manage KPI and deliver results in accordance with the business expectations
- Scrub and deep dive RDR and RAR opportunities to avoid repeats and feedback on potential solutions
- Publish weekly team reports on KPI performance
- Volunteered for Delta testing and UAT
- Supporting Latitude, OptiPlex, Vostro systems
- Build presentations on team performance to review in internal team meetings with manager.
Technical Support Associate
1 Year 3 Months- Technical Support Engineer involved in rendering post-sale technical support for the Home & Small business consumer/clients
- Enhanced client satisfaction by effectively resolving issues and rendering qualitative service delivery
- Performance evaluation based on business as well as operational requirements
- Rendered technical support in resolving technical issues and transitioning processes in compliance to client SLA parameters
- Developed training module on New Products, Top Call Drivers, CHS, Process, Policies for enhancing employee capabilities and client/customer experience.
System Administrator
1 Year 2 Months- Managed system updates and patch management to ensure optimal performance and security.
- Implemented backup and disaster recovery solutions, enhancing data protection protocols.
- Streamlined user account management processes, improving efficiency in onboarding and offboarding.
- Led troubleshooting efforts for network issues, reducing downtime and improving service reliability.
Education
Bachelor of computer applications
Diploma - Electrical and Electronics
Skills
Incident response
Network security
Attention to detail
Incident response management
Security architecture
IoT security
Identity and Access management
Information security policies
Security protocols
Firewall management
Security analysis
Security information systems
Cloud security
Network monitoring
Analytical approach
Endpoint management
Escalation Resolution
Drive for results
Supply Chain Management
Strong negotiation skills
SLA Compliance
Coaching and feedback
Build reports and dashboards
Product Management
Client Interaction
Team player
High degree of adaptability
Interpersonal skills
Strong written and oral communication skills
Resourceful at maintaining relations
Languages
English
Kannada
Hindi
Professional Development
- Comptia Security+
Personal Information
Date of Birth: 1986-10-14
Timeline
Senior Analyst
Dell Technologies
02.2026 - CurrentRead More
Technical Support Engineer 2 – EMEA Wyse Support (Quality Lead)
Dell International Services
08.2022 - 02.2026Read More
Technical Support Engineer 2 – NA Wyse Support (Escalation Team)
Dell International Services
06.2022 - 08.2022Read More
Technical Support Engineer 1 – APJ Wyse Support (front Line Engineer)
Dell International Services
12.2017 - 06.2022Read More
Technical Support Sr Associate
Dell India Large Enterprise
04.2014 - 12.2017Read More
Technical Support Associate
Dell India SMB Tech Support
01.2013 - 04.2014Read More
System Administrator
Microcline Technologies
11.2011 - 01.2013Read More
Karnataka state University
Bachelor of computer applications
Read More
Board of technical education
Diploma from Electrical and Electronics
Read More