Carmelo L. Email & Phone Number

Global Responsible of patch management on Windows platforms, enhancing global security standards according to strict security guidelines.Handling of Software Delivery packages through Symantec Altiris Management Agent.Nexthink administrator.

County Dublin, Ireland

One of my main responsibility is to be the link between the Global Security Office Team and Infrastructure Endpoint Management team to coordinate and implement security technologies to maintain and increase the overall security posture score of Veritas. I created, coordinated and implemented Application Control technologies in collaboration with the Global Security Office.I created and coordinated the creation of the User Acceptance Testing groups used to validate and sign off all the deployments done in the whole Production Infrastructure to avoid production downtime and outages, especially for finance and sales departments.I handled the patching for Windows OS using Windows Server Update Services and Symantec Altiris, correcting issues and incompatibilities in full collaboration with Field Services and other support groups with consequent creation of KB's article a resolution.

Dublin

Dublin

Dublin

Techinical Support expert - SEP support.Supporting Symantec Endpoint Protection , dealing with threats and product issues.Created and maintained strong relationship between Technical Support and Pre-sale/Sales department to create up-sell and attention specific customer needs. Handled cases with priorities under request of the Renewal department.Providing support about best configuration and optimization of enterprise networks and small business environments in order to have best security and minimum impact on the systems.Supported Symantec Antivirus on Linux environments -Red hat and Debian based- and created numerous KB articles and guides for training purpose.Provided initial support for SNAC - Symantec Network Access Control.Leaded weekly cross skill technical meetings with other teams in order to create a strong knowledge about IT and Symantec products.

Created from scratch and delivered technical documentations and presentations to provide a 15-20 days training on the whole Procter&Gamble support infrastructure and procedures, ensuring full understanding and proficiency on all the needed topics for the new hires.Held weekly meetings with the whole workforce (around 70 people) on the major trending issues and new deployments and procedures to follow. Main point of contacts for high complexity issues and outages escalations. Handled Hardware Inventory for the whole desk, ensuring that all machines were in security compliance and ready for the new hires to use on day 1. QA services provided to keep high quality ticket logging in line with customer requirements and guidelines together with a coherent and up to date Knowledge base management system.Created and maintained relationships with different business and support groups in order to break silos mentality and provide excellent customer service to meet each specific needs.

Cpl

Providing technical advanced solution for issue related to WIndows XP and WIndows 7 environment. Dealing with 3rd levels technicians and External business partners in order to provide effective solutions to the customers

County Dublin, Ireland

Handled first line of support in detecting, managing and escalating high severity issues impacting production of the Procter&Gamble environment.Analysis and dispatch of high complexity issues to proper Support Group in Follow The Sun.Technical point of contact for management.