- Provided on-time support to meet SLA metrics for Essential, Enhanced, and Enterprise customers across the AMER region, ensuring high-quality service delivery.- Provide technical support to Sales and Pre-Sales teams by resolving customer implementation challenges. Collaborate with Professional Services to address major issues that arise during new solution deployments in customer environments.- Collaborated with customer advocates and escalation managers to facilitate smoother… Show more - Provided on-time support to meet SLA metrics for Essential, Enhanced, and Enterprise customers across the AMER region, ensuring high-quality service delivery.- Provide technical support to Sales and Pre-Sales teams by resolving customer implementation challenges. Collaborate with Professional Services to address major issues that arise during new solution deployments in customer environments.- Collaborated with customer advocates and escalation managers to facilitate smoother resolutions, enhancing customer satisfaction.- Handled tickets involving DLP features such as Email DLP, Endpoint DLP, Web DLP, Policy Detection, Fingerprinting, and Insider Risk.- Analyzed debugging logs and network traffic (including TCP dump and Wireshark) to identify deployment, SSL/TLS issues, and transaction problems.- Collaborated with engineering and development teams to escalate and resolve complex issues efficiently.- Worked on SQL queries for backing up tables, restoring DLP backups, archiving partition tables, and exporting Discovery incidents.- Identified and resolved underlying issues during customer engagements, gathering logs and configurations to understand their full impact.- Researched and recommended solutions using the Knowledge Base and team expertise, promptly escalating unresolved cases.- Documented case details and interactions in the customer tracking system to maintain clear records of issues and resolutions.- Served as a designated Technical Support Engineer for specific accounts, providing customized solutions tailored to customer needs.- Analyzed BSOD and crash dump logs to pinpoint faulty drivers and modules.- Integrated Microsoft Information Protection with Forcepoint DLP, collaborating with Titus and Bolden James & GetVisibility.- Improved email threat detection by configuring Forcepoint DLP for email, securing sensitive data from unauthorized sharing or exfiltration. Show less

- Monitoring and analyzing logs from various security/industrial appliances using SIEM ArcSight. - Monitoring and proactively working on Forcepoint DLP (Data Leakage Prevention) - Familiarity with Crowd Strike (EDR integrated with SIEM), monitoring, and proactive work on CS.- Netskope CASB (Cloud Access Security Broker - Inline) is being monitored and actively worked on.- When an offence is triggered, the system will investigate the event to see if it is a false positive or a… Show more - Monitoring and analyzing logs from various security/industrial appliances using SIEM ArcSight. - Monitoring and proactively working on Forcepoint DLP (Data Leakage Prevention) - Familiarity with Crowd Strike (EDR integrated with SIEM), monitoring, and proactive work on CS.- Netskope CASB (Cloud Access Security Broker - Inline) is being monitored and actively worked on.- When an offence is triggered, the system will investigate the event to see if it is a false positive or a true incident, and then raise a ticket with all relevant information.- Performs real-time security event monitoring, incident response, investigation, analysis, reporting, and escalations from multiple log sources.- Monitoring for various types of attacks, such as DOS, DDOS, Ransomware, SQL injection, and so on, with the ability to alert clients to any suspicious activity on the network.- Managing reported Security Incidents to ensure that they are resolved as soon as possible.- Logging and analyzing DLP incidents, as well as escalating them in the event of data leakage.- Reporting and documentation of daily activities, as well as exporting logs as needed.- Log monitoring and incident analysis for a variety of devices, including firewalls, intrusion detection systems, intrusion prevention systems, Windows servers, web servers, and so on.- Observe the safety of critical systems (e.g., e-mail servers, database servers, web servers, etc).- Examine security event data for patterns and trends, then normalize and integrate the resulting data into existing automation tools to correlate it.- Identify anomalies in network, application, and system security by monitoring real-time alerts from SIEM and security devices and taking action to eliminate them as quickly as possible within defined SLAs.- Configure and manage Intrusion Prevention Systems, report the SOC team's activities and performance, and handle the incident created in Palo Alto's Cortex XSOAR. Show less

- Installation of various security software to the machine-like Forcepoint DLP, Crowd strike, McAfee agent, WSUS, EMC Avamar, and Druva InSync backup client.- Worked on integrating and deploying the latest data protection technologies, including data loss prevention (DLP), data encryption, and data classification technologies. Experience configuring and deploying McAfee modules and products like McAfee ePO, McAfee VSE, McAfee Endpoint Encryption, and McAfee DLP Endpoint.- Participate in… Show more - Installation of various security software to the machine-like Forcepoint DLP, Crowd strike, McAfee agent, WSUS, EMC Avamar, and Druva InSync backup client.- Worked on integrating and deploying the latest data protection technologies, including data loss prevention (DLP), data encryption, and data classification technologies. Experience configuring and deploying McAfee modules and products like McAfee ePO, McAfee VSE, McAfee Endpoint Encryption, and McAfee DLP Endpoint.- Participate in knowledge sharing with other analysts and develop customer solutions efficiently.- Assisting VIP users on all Windows and other software issues.- Working as a Subject Matter Expert for the Customer Process- Monitoring and resolving clients’ & and customers’ Escalations.- Providing training for new team members.- Created written reports detailing assessment findings and recommendations.- Expertise in Remote Session Tools like Cisco WebEx, LogMeIn, LogMeIn-Rescue, SFBO, Bomgar, MS Teams.- Provide the technical solution for Users over the Web Remote session, chat & and e-mail.- Manages domain users, ID creation, roaming profile, and OU.- Creation of AD accounts in dedicated domains and assigning roles to desired users or groups- Handling MacAfee Endpoint/Bit locker on user’s Laptop.- Configuration and Troubleshoot VPNs like Direct Access/Reach, Pulse, Global Protest, and Cisco VPN.- Worked on ticketing tools like BMC remedy & and Helpline1.- SOP creation for Mac as well as Windows - Escalation calls handling with OEM (Citrix, Microsoft, etc.).- Delivering IT Service and adhering to Service Level Agreement (SLA).- Responsible for configuring MFA (O365)- Responsible for supporting Mac users. Show less