• Works as a System Engineer provide excellent pre-sales and post-sales to company’s client by staying up-to-date with product knowledge and presentations, certifications & trainings, and teamwork spirit with co-engineers and sales personnel.• Provides technical support for server and network related concerns and provides product demonstrations and implementation to clients that will help their company to become more competitive in its industry.

Works as a systems security engineer of symantec that provides an end-to-end solution of protection from gateway to endpoint level and provide a support to customer thru phone and email, deploys symantec products to clientsfor additional security of their systems • Provides pre-sales and/or post-sales product support assistance to customers and clients including configuration, installation and product demonstration of symantec product on security.

As a Infrastructure AnalystRoles and Responsibilities:• Gather, assess and validate ticket with necessary details in Service Desk (SvD) or RequestCenter (RC) tools.• Processing tickets during Service Desk or Request Center System Outage.• Acknowledge and update the customer’s requests in tools within specified SLA.• Perform Warm/Cold Hand-off as per the priority to the respective GSD – Specialist.• Notify and Assign customer Critical Incidents to Incident Controller.• Create “order on-behalf request” for the customers contacting through phone call or email or chat and provide updates when requested.Update necessary tabs in tool for follow up and map duplicate tickets to arent incidents.• Requesting and reviewing the approval from the sponsors and approvers.• Follow-up, update and escalate all unresolved / SLA breached or pending tickets as directed by Incident controller.• Sending 2nd & inal authorization and 2nd & inal information warning to customers.• Notify Incident Controller about the customer complaints and Business Critical ApplicationsEducating customers on the usage of self help tools, Request Center web submission forms.• Guiding customers to respective resolver group for ticket status.• Receive incident and request tickets from Ford Motors users across the globe• To escalate tickets that is server and network related• Determines if the ticket is correctly assigned to its resolver group.