Uma Maheswari Mahalingam

Provide Engineering analysis,Design and support for Managed Endpoint protection systems in Symantec endpoint protection manager and Symantec endpoint Cloud

Experience in supporting Symantec endpoint protection manager and Symantec endpoint Cloud and workstations clients in an enterprise environment

Installation configuration and day to day management of Symantec endpoint protection configure and maintain on demand and realtime Antimalware scan policies

Troubleshoot policies and establish exception as required for the environment and user requirements.

Configure and maintain Firewall,host based Intrusion prevention policies.

Configure and maintain Access control application and device management policies.

Providing enforcements of security directives,orders,standards plans and procedures at server sites,ensures system support personals.

Perform product evaluations, recommends and implement product services for endpoint security.

Validates and tests security architecture and design solutions to produce detailed engineering specification with recommended vendor technologies.

Reviewing and recommends the installation,modification or replacement of hardware and software components and any configurations in the Symantec server.

• Patched software and installed new versions to eliminate security problems and protect data.
• Provided Technical support for Norton Antivirus
• Provided remote assistance in end user computers to fix technical issues
• Provided system requirements support to users
• Provided Norton Lifelock support only for US customers
• Performing authentication measures

• Collaborated with cross-functional teams (Networking, Security, Applications) to troubleshoot and resolve complex
• incidents, improving resolution time by 10%.
• Maintained comprehensive incident documentation and generated detailed post-incident reports, ensuring
• accurate tracking and analysis of service disruptions.
• Ensured adherence to SLAs, consistently achieving 99.9% uptime, and improved incident management processes
• by implementing automation tools.
• Communicated incident status updates to stakeholders and leadership regularly, maintaining transparency and
• building trust.
• Developed and enforced incident management procedures and best practices, standardizing incident handling
• protocols across the organization.
• Monitored incident metrics using Power BI dashboards and identified trends to proactively prevent future
• occurrences.
• Provided training and guidance to team members on incident handling protocols, enhancing their skills and
• improving team performance.
• Coordinated and executed ITIL-compliant change management processes, reducing change-related incidents by
• 8%.
• Assessed risk, impact, and scheduling for changes across enterprise environments, ensuring minimal disruption to
• services.
• Managed CAB (Change Advisory Board) meetings, facilitating discussions and ensuring stakeholder alignment on
• proposed changes.
• Documented RFCs (Requests for Change) and ensured timely approvals and implementation, streamlining the
• change management process.
• Maintained a strong understanding of change lifecycle, rollback planning, and post-implementation review,
• mitigating risks associated with changes.
• Performed root cause analysis (RCA) and drove permanent resolutions for recurring incidents, reducing incident
• volume by 15%.
• Identified trends and initiated Problem Records to proactively reduce incident volume, improving service stability.
• Collaborated with cross-functional teams to resolve high-impact problems, minimizing downtime and business
• impact.
• Maintained Known Error Database (KEDB) and linked incidents to problem records, facilitating faster incident
• resolution.
• Applied proactive and reactive problem management strategies within ITIL frameworks, improving service quality
• and reliability.
• Delivered expert support for Active Directory management and Microsoft O365 troubleshooting, ensuring seamless
• user access and security for over 5000 users.
• Troubleshooting and supporting Citrix applications and Citrix Workspace environments, enhancing application
• performance and user experience for remote users.
• Managed Okta identity management and Beyond Trust for privileged access control, enhancing security and
• access management compliance.
• Resolved remote support issues and VPN configurations, maintaining operational efficiency for remote workforce.
• Provided support for Terminal Server environments, facilitating remote access and troubleshooting issues to
• ensure reliable service delivery.
• Delivered remote assistance on end-user computers, applying Power Shell Email commands and SQL Queries to
• resolve technical issues efficiently.
• immediate emergency response and incident management.
• Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
• Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
• Managed escalations effectively by collaborating with both internal teams and external vendors as needed.