• L2 support for IBM Security Network Protection and Intrusion Prevention System• Assist our customers in the deployment of Security Intelligence solutions by providing planning, implementation, configuration, and optimization services around the world.• Provide technical engineering support, as part of our Technical Support Centre, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer.• Perform proof of concept solution validation and complex issue reproduction while interfacing with engineering, product management, and quality assurance teams.• Build software tools and training materials to assist our customers in expanding their deployment and knowledge base.• Design comprehensive security solutions to address a wide range of complexities, scales, and integration requirements.

I worked as a Tivoli Specialist with nearly 6 years of experience in IBM Tivoli suite of system management products for Server(intel/Linux/UNIX) and Application Monitoring, Software Developing, System Integration, Event Management, Software Distribution, SLA Management, Remote Assistance, Business Systems Management, Identity and Access Management. Adequate knowledge in ITIL based Problem and Change Management systems and Industry best practices for Enterprise Systems Management and Automation. Ability to quickly adapt in a team or work individually and effectively interface across various teams and people of all levels.Specialties/Certificates:IBM Tivoli monitoring IBM Tivoli Provisioning MangerIBM Tivoli FrameworkIBM Tivoli TECIBM Tivoli Netcool

I worked as a; in Customer Service Consultant team which consists of 30 members, who provides support to American Express Account within Asia pacific region. Responsibilities included:Attend weekly IBM globally change management/scheduled outage meeting with other regions' managers and second/third level support groups, analysis outage impact to American Express Account within Asia pacific region, and produce outage report.Act as an escalation point for customer complaints and esculating critical issue to proper second/third level support team.Maintain Window 2000, 2003 and XP user administration on Active Directory, Citrix, Mainframes and American Express banking applications.SQL Database maintenance, backup, defrag, DR, SQL query, store procedure or triggers scripting Support end users to resolve problems on PC and software applications by phone/email or remote toolSupport and troubleshoot VPN Connection issues for end users connecting from external sites to Amex Network Provide training to new staffs, lotus notes training, Amex in-house applications training.Support range of end user devices (PDA's, Multi-Function Devices, Blackberry) Interact with second or third level support teams to understand issues/problems and advise solution to business clients. Maintain and update OSDs (Operational Support Documentation) in team's knowledge database