Nanda Sarkar

Experience

• 

  Wipro BPO

  Jun 2005 - May 2006

  Associate
• 

  IBM

  May 2006 - Aug 2007

  Advanced Technical Engineer
• 

  Symantec

  Aug 2007 - Jul 2016

  • Responsible for managing all technical aspects of customer relationship. Working closely with the sales and business account management team to win new business and increase sales to existing customers. • Providing top-quality technical service before and after a sale. Technical account managers help to ensure customer satisfaction and strengthen customer relationships.Pre-Sales Support• Responsible for analyzing prospects’ business and technical requirements and developing solutions that meet those needs. • Working with product development teams to customize products for individual customers. Provide POC to customers and explain how the proposed product or solution meets customers’ needs.After-Sales Support• Monitoring the progress of product installations to ensure that they are successful.Ongoing Support• Responsible for managing the ongoing support to customers to confirm that they continue to make effective use of products. • Monitoring support requests to identify any recurring issues and may recommend changes to products. • Holding regular review meetings with customers to discuss any issues or problems and providing reports to the other members of the account team. • Analyzing customers’ support requirements and identify areas where the company can offer improved service or reduce support costs.• Holding bi-weekly and monthly technical review meeting.• Proactively sending product notification releases.Product Development• Monitoring product performance and associated support needs.• Identifying opportunities to upgrade or modify products so that they meet customers’ needs more effectively. • Providing reports on product performance to the development team and advice customers on new products or upgrades that may be suitable for their business.• Understanding the competition and familiarizing with competing products like McAfee. Understanding the difference when compared to Symantec Endpoint Protection. Show less 1. PRODUCT: Symantec Endpoint Management (Formerly ALTIRIS)SUB-PRODUCTS: Symantec Management Platform (A.K.A. Notification Server), Patch Management Solution, Software Management Solution, Out Of band Management, RTSM and Monitor Solution.Planning and providing best practices for the implementation of EMM.Troubleshooting issues related to Endpoint Management and Mobility.Analyzing logs to narrow down the issues to their root cause.Resolving issues.SUB-PRODUCT: Software Management Platform (Notification Server)Planning and Implementing Notification Server. Managing Licenses using Symantec Installation Manager.Troubleshooting issues related to Notification Server and Symantec Management Agent. Configuring Privileges and Permissions for SMP users.Analyzing logs to narrow down the issues to their root cause.SUB-PRODUCT: Software Management SolutionManaging Software Resources. Deploying/Distributing software resource across nodes in a network from Central Notification Server or Site Server.Configuring Site Server, Task Server and Package Server.Troubleshooting issues related to Software Management Solution, Site Server, Task Server and Package Server.SUB-PRODUCT: Patch Management SolutionDownloading and Staging patches for distribution across network.Configuring Patch Management policies and implementing best practices for patch deployment.Troubleshooting issues related to Patch Management Solution, Site Server, Task Server and Package Server.Analyzing logs to narrow down the issues to their root cause. Resolving issues.Technical Support Engineer | Symantec Software Pvt. Ltd2. PRODUCT: Symantec Endpoint Protection (Enterprise Antivirus and Firewall)Planning, implementing and maintaining the security of a network using Symantec Endpoint Protection.Troubleshooting issues related to Symantec Endpoint Protection.Finding vulnerabilities and threats in network.Implementing Security Best Practices ensuring a threat free network. Show less

  • Senior Technical Account Manager

    Sept 2015 - Jul 2016

  • Senior Technical Support Engineer

    Aug 2007 - Sept 2015
• 

  CompuCom

  Aug 2016 - now

  • Enhance the expectations of the internal/external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved.• Provide strategic leadership and direction in the service management provision to support business running, growth and transformation activities.• Ensure the required level of service management is in place to support the required service delivery and support requirements.• Effectively monitor, control, and analyze reporting to ensure service delivery is achieved to agreed levels of customer satisfaction.• Look to continually improve the service delivery to meet or exceed customer experience.• Support the organization on delivering the Service Strategy and vision.• Ensure adherence to Service Management Processes by the Operations Team.• Understand and underpins the implementation of IT Service Strategies supporting Customer environments.• Ensure OLA’s and SLA’s and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes.• Underpin the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions).• Responsible for overseeing the continued provision of delivery of services by the Operations team to agreed quality and cost.• Accurately forecast the demand for services, and appropriate cost by account. Show less Roles and Responsibilities as a SOC Team Lead• KPI, KRI (Legacy OS, False positive mitigation, Baseline policy configuration). • Intrusion Attempts, MTTD & MTTR, Patch Management (Altiris), • Lead the Antivirus (Symantec Endpoint Protection, MS Defender, CrowdStrike, McAfee, Cylance), SIEM, Firewall, and Identity & Access Management stream in SOC. Accountable for the operations, metrics, escalation support, technical guidance, team supervision & mentoring.• Deliver and assess team data such as Monthly Roster, and Leave data, Highlights and Lowlights, Monthly Team assessment, Team productivity and Utilization data, Team KPI management.• Use the information in the above reports to balance the distribution of resources across projects.• Ensure capability building by driving cross skilling within team.• Drive highlights and appreciations within team.• Liaison between team and project stake holders to ensure that the team collectively meet their project deliverables.• Conduct 1x1 and team connect meetings to understand the status of motivation and enthusiasm level of team. Mitigate any challenges by collaborating within and outside SOC team. Connect frequently with Manager to discuss operations and updates.• Manage SOC team in absence of Manager and carry out the daily responsibilities.• Responsible for managing and supporting AntiVirus Technology (SEP) in a highly dynamic environment across organization.• Proactive monitoring of threat incidents and loop holes in the current security infrastructure and plan the mitigation.• Single point of contact for any virus outbreaks and troubleshooting, involving a detailed root cause analysis for effective resolution.• Be aware of the latest AntiVirus technological trends and provide future recommendations for any possible leveraging for the organization, to be at par with the industry. Show less

  • Information Technology Service Delivery Manager

    Jul 2021 - now

  • Team Lead (Security Operations Center)

    Aug 2016 - Jul 2021