Amitkumar Vaidya Email & Phone Number

Sydney, New South Wales, Australia

Australia

Canberra

Senior Technical Support Engineer – McAfee Australia PtyFrom September 2016 – Till date➢ Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex security/product related issues.➢ Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.➢ Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.➢ Be involved in customer installation and training.

Canberra, Australia

Senior Resident Product Specialist – McAfee Australia PtyOnsite at CSIRO – Canberra as McAfee resourceFrom March 2013 – September 2016➢ Dedicated on-site resource. Capturing existing and new requirements and then design, build, implement the security services to support the business.➢ Integrating products into the customer’s environment and ensure they are configured correctly, handling all technical issues and driving resolutions.➢ Become a trusted advisor, seek to optimize customer’s investment. Give recommendations, guidance and direction to customer.➢ Foster relationships and provide effective communication to management.Some of the activities I was involved with at CSIRO as RPS➢ Project based work. Implemented ATD/HDLP/SolidCore program from start to finish.➢ Migrate; upgrade and patch Security Management software.✓ EPO✓ VSE✓ SiteAdvisor MSAE✓ Network Security Platform✓ Advance Threat Defense ATD✓ Security for Exchange MSME✓ SIEM➢ Regular meetings with stakeholders to help plan security strategy and review current operations. Sharing future product roadmaps. Documenting work.➢ Discussing latest security threats and the evolving landscape with customers.➢ Researching information on network intrusion attacks and triggers (IDS/IPS).➢ Incident handling (outbreak) and managing critical (high severity) issues.

Sydney, Australia

Product Specialist – McAfee Australia PtyFrom June 2011 – March 2013➢ Provide support for Gold Enhanced and Platinum Level Customers as the primary responsibility.➢ Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.➢ Take responsibility for establishing and maintaining effective communication with the customer’s designated contact as required to ensure the customer’s complete satisfaction with McAfee products and support services.➢ Responsible for the life of the case regardless of technical ownership.➢ Perform additional duties established by Management as they relate to the provision of technical support to McAfee’s customers.➢ Ensure compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers.➢ Identify Customers technical needs and manage as required➢ Specialize in McAfee SIEM, Network Security Manager, Vulnerability Manager, Email Gateway and ePolicy Orchestrator

Sydney, Australia

Gold Support Escalation Engineer Tier-2: - McAfee Australia PtyFrom June 2006 – June 2011➢ Process the product escalations from tier-1s.➢ Mentor the tier-1.➢ Assist the HR by conducting technical round interview for candidates applying for Gold Support tier-1 team.➢ Handle priority calls on various issues and products.➢ Provide technical solutions to the customer for specific or a group of products.➢ Take the responsibility of escalating the cases to tier-3 as per SLA and escalations guide lines.➢ Log all the troubleshooting activities on InSight.➢ Assist the sales with pre/post sales escalations.➢ Availability to the tier-1 for severity issues on weekends on rotational basis.➢ Work on escalations and cases as per SLA.

Bangalore, India

Gold Support Engineer Tier-1: - McAfeeFrom June 2005 – June 2006➢ Attend to customer queries logged via Service Portal or Call or Chat.➢ Be accountable of the case till it is resolved if not make sure that this is escalated to next level with adequate escalation information. I am the case manager and accountable for anything that happens➢ Involved in Research and Analysis during troubleshooting with respect to reproducing client issues with a view to resolution. This also, contained time-to-time interactions with peers/Tier2/Tier3➢ Educate peers about any peculiar issue and create KB article for such issues.➢ Remotely accessing clients’ network and assisting them in deploying/configuring McAfee products.➢ My domain of expertise has been on products like,➢ Evaluating various case studies on security implementation for Enterprise customers➢ Area of specialization on below McAfee Software’s

Hyderabad Area, India

Job Responsibilities as Technical Support Representative:➢ Identify and handle customer queries.➢ Read and acknowledge DSP (daily status page) at the beginning of the shift.➢ Process E-mails/Chats/ handles calls.➢ Maintain consistent per hour productivity (6-8 emails/chats ph and 5-6 calls ph).➢ Follow First In First Out schedule in processing emails.➢ Follow the Process Flow Charts where necessary and possible.➢ Go through the complete history of the Customer issue in the thread before responding.➢ Follow QA guidelines to sustain efficiency in processing.➢ Read QA Guidelines and stay on top of all QA updates.➢ Check QA scores on a daily basis.Job Responsibilities as Subject Matter Expert (S.M.E):➢ Assist agents and Team Leaders by knowledge sharing➢ Eliminate knowledge gaps by conducting real time training and review sessions.➢ Continually be abreast of the latest updates and research complex issues and disseminate the knowledge acquired.➢ Work on developing and implementing action plans.➢ Analyze the feed back from Management and educate individuals & groups.➢ Assist Training cell in certification/ nesting of new hires.➢ Assist HR cell in conducting screening for new hires.➢ Monitor chats exceeding 25 minutes/ calls exceeding 20 minutes.➢ Define and work towards quarterly goals in synch with the corporate goals.➢ Handle Supervisor Chats or Calls.