Gautam Thombre.

Experience

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  Prithvi Surveys P LTD

  Apr 2007 - May 2010

  Computer Support
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  Tech Mahindra

  May 2010 - Mar 2014

  Technical Support Engineer
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  TARASPAN Solutions Pvt. Ltd.

  Jul 2014 - Mar 2015

  Technical Support Engineer

  Working on different product of PCoIP protocol technology such as Zero client, Remote workstation solutionsInteracting and coordinating with GSS & SME team to resolve customer issue.Set up and maintain a lab to simulate, reproduce customer problem and find root cause.Design and implementation of Windows, Linux and VMware infrastructure in testing environmentOn-call support on a rotational basis as assigned and email support for clients.Creating Knowledge base for specific products issue and writing supporting documentation.Knowledge sharing on specific product to new team member.Analysing system, network logs/events to identify and resolve the issue.Working on VMware products such as VMware vSphere, vCenter Server, View Horizon.Creating & Managing Virtual environment, Virtual machines on VMware vSphere.Create, Import, Export OVF template, Snapshots scheduling, installing different appliances as a VM.Building & Managing vCenter Server, Clusters, data stores (VMFS, iSCSI, NFS).Working on VMware View Horizon, creating pools, managing assignments.Working on Microsoft windows environment Active directory, DNS, DHCP, Group Policy Objects, Managing WDS, File Servers, WSUS servers and Windows server administration.Understanding & troubleshooting Network and security related issue. Show less

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  Synechron

  Apr 2015 - Nov 2015

  Sr. Associate IT operations

  Assigned project specific IT operations.

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  Symantec

  Nov 2015 - Dec 2016

  Technical support Engineer (Symantec endpoint protection

  Act as a trusted advisory by providing technical support to Global Enterprise level Customers and Partners on Symantec Security Product-Symantec Endpoint Protection and Symantec endpoint Management-ITSM/ Altiris.Researches on a wide array of technical topics such as Windows and Linux Server Operating Systems, Infrastructural Technologies and Symantec Software Products.Planning, designing and deploying Symantec Endpoint Protection (Symantec Antivirus) in a company varying from simple environments of 100 to Hybrid IT Environments spanning over 20,000+ systemsTroubleshooting the product functionality related issues using various Product logs, Apache-Tomcat logs, Windows logs and Events also various applications like SQL Database and Embedded Database (Sybase), Assisting customer with Threat analysis and mitigate the virus attack by providing best practices, help customer during virus breakouts, attack.Working on supporting environment like Microsoft Windows Server 2003/2008/2012 and Windows Client 7/8/10 OS, Active directory, DHCP, DNSConfigure and support Replication, Failover, and Load balancing issues of SEPM.End-to-end disaster recovery for customer whenever needed. · Configure and work on Group providers update issue, Policies, client server communication· Isolation on the product component and identify the root cause to resolve issue.· Help customer to configure policies & different component such as Application Control, Virus & Spyware protect, Network Threat protection, SONAR etc. · Set up and maintain a lab to simulate, reproduce customer issue whenever necessary.· Analysing and resolving performance related application issues of CPU, Disk, Memory utilization using various tools and logs.· Memory dump, process dump and providing solution in regards to Symantec applications.· Microsoft Sysinternal Tools, Process dump, Windbg and third party tools like Wireshark Show less

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  Tech Mahindra

  May 2017 - Dec 2019

  Associate Security Consultant

  • Subject Matter Expert in Endpoint protection tools, extensively working on TrendMicro OfficeScan, ZScaler Proxy, Symantec Endpoint Protection, RSA Archer• Responsible for End to end Implementation, L3 administration and leading Support team on assigned technology.• Reporting to CISO of the customer, submitting monthly CIO reports, threat patterns and executive reporting.• Serves as a liaison with IT and business area partners to identify, understand, document and advice on security requirements, impacts and risks.• Develops and maintains documentation for security systems/tools, standard operating procedure.• ZScaler Internet Access (Proxy) – Assist customer to run POC, Implement ZScaler proxy solution.• Responsible for supporting end to end ZScaler cloud-based Internet proxy• Work closely with end users, site IT support, Project Manager, cloud-based Internet proxy product vendors• Assist on ZScaler app Deployment to end user system, configure App profile, forwarding profile• Work with different team to provision network/windows infrastructure, such as ADFS server, SAML authentication, Certificates & network requirement for ZScaler app. • Configure and troubleshoot on URL filtering policy, cloud app policy, ZScaler App, PAC file configuration, SSL inspection policy, file type control.• TrendMicro OfficeScan/ Symantec Endpoint protection / Carbon Black 8.0 - Oversee the implementation, administration, and operation of multiple endpoint security technologies• Implementing policies of Antivirus, Malware, Network Threat protection, Firewall, Application and device control, Sonar, firewall policy, host integrity, behavior monitoring, Endpoint sensor (EDR), and other feature of endpoint protection tools.• Plan and coordinate agent deployment, Server upgrade, and client updates.• RSA Archer - Administration, monitoring, upgradation and management.• Creating/implementing changes on Archer applications to fix the issues reported by Customer Show less

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  CLSA Technology & Services LLP

  Jan 2020 - Oct 2021

  Senior Information Security Consultant

  Cyber Security Operations, Administration & Engineering- Symantec DLP- Zscaler Internet Access (Cloud Web Proxy)- VMware Carbon Black response EDR- Carbon Black Protect- SIEM Elastic Kibana- ProofPoint TRAP solution- Symantec endpoint protection- Nessus Vulnerability Scanning

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  VMware

  Oct 2021 - now

  Technical Support Account Manager

  Key Result Areas: End-to-End Customer Support: Oversee the complete customer support process, ensuring optimal product value through expert guidance and best practices throughout deployment and the product lifecycle. Product Expertise: Act as the main technical consultant for Carbon Black Cloud Suite and EDR, helping clients fully leverage these solutions. Health Checks and Adoption: Conduct regular health assessments and drive product adoption to enhance customer satisfaction and effectiveness. Complex Issue Resolution: Address intricate technical issues promptly with detailed recommendations and action plansto resolve cybersecurity and infrastructure challenges. Critical Case Management: Manage high-priority P0/P1 cases directly, ensuring swift resolution and effective problemsolving in collaboration with support teams. Account Escalation and Reviews: Handle escalations, perform quarterly and monthly reviews (QBR), and implement backto-green plans to uphold service quality. Feedback and Feature Tracking: Manage and document customer feedback and feature requests, ensuring timely implementation and continuous product improvement. Knowledge Sharing and Team Training: Contribute to knowledge base and KCS projects, and train team members on technical issues and customer service skills, leading daily scrum meetings to resolve queries. Product Roadmap Leadership: Develop & oversee a strategic product management roadmap for complex technical initiatives. Customer Satisfaction: Maintain high CSAT & SLA levels, effectively managing escalations to enhance the customer experience. Sales Collaboration: Partner with the sales team to identify upsell opportunities and assess account risks proactively. Tailored Technical Support: Deliver specialized support & best practices throughout the product lifecycle to ensure customer success. Show less