Technical Support Lead Engineer
Current- Lead and managed a team of 9 technical support professionals, providing guidance and mentorship to ensure efficient handling of complex cybersecurity incidents and customer inquiries.- Developed and implemented standardized procedures and best practices for incident management, increasing in response time and customer satisfaction.- Collaborated with cross-functional teams, including security analysts, software developers, Product Managers, and Directors to address security vulnerabilities, improve system resilience, and implement proactive security measures.- Successfully resolved escalated technical issues related to malware infections, data breaches, and system compromises, adhering to strict service level agreements (SLAs) and ensuring customer success.- Developed and managed the support team's training program, providing continuous skill development opportunities to enhance technical expertise and customer service skills.- Implemented a robust incident management process, ensuring timely response, containment, and resolution of security incidents by established protocols.- Collaborated with clients to assess their unique security requirements, recommending and implementing customized cybersecurity solutions tailored to their specific needs.- Proactively identified areas for process improvement, implementing automation and efficiency measures to optimize support operations and enhance customer experience.- Stayed up-to-date with the latest cyber security trends and emerging threats, continuously enhancing knowledge and skills through industry certifications and attending relevant conferences and workshops.
