Lloyd Dsouza

Experience

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  Standard Chartered Bank (Collections Consolidated Consultancy)

  May 1999 - Sept 2002

  Team Leader

  Top notch service to both internal and external customers. Processed credit card collections, answered questions, responded to concerns and alleviated delicate situations with professionalism and sensitivity. Assisted training manager in creating and updating training materials. Prepared weekly reports for Customer Care Supervisor.Recruited as CAS for field job.Selected to coach and mentor new customer service representatives for opening of new call centre.Achieved perfect score on all phone monitors throughout tenure.Received Customer Service award for outstanding track record of positive customer feedback. Show less

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  Global-E-Services Pvt Ltd (International Call Centre)

  Oct 2002 - Sept 2006

  Team Coach

  Served as a Customer support Leader for an International Call Centre. Contributed to increasing sales membership by assisting in execution of aggressive sales plans.Increased employee knowledge by assisting with development and implementation of product awareness program.Enhanced employee performance and attendance through daily mentoring, one on one discussion and motivational strategies.Received outstanding positive comments from team members from employee reviews, as well as exceptional feedback from senior management. Show less

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  PlaySpan Inc.

  Oct 2006 - Oct 2008

  Technical Support Admin - Backend Support Admin

  PlaySpan* is game industry's first publisher-sponsored* in-game e-commerce* network. PlaySpan's patent-pending in-game search, e-commerce and micro payment technologies enable game publishers and developers to generate new revenues, acquire new users and extend the loyalty of existing users. Leading game providers and virtual world publishers have selected PlaySpan as their official marketplace for virtual goods commerce. Level of Service: Provide assistance with the installation, administration and use of the PlaySpan Marketplace.Technical Service Response Times: To respond within one business day from when we are contacted for a request for assistance.Primary interface with the customerRespond to the initial call on a customer problemPerform the initial screening of Technical RequestsAssign customer problems for resolutionCo-ordinate activities of the persons and entities involved in providing supportAnalyze and correct problems. Deliver solutions promptly. Show less

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  HH Global

  Oct 2008 - May 2014

  Technical Support Team Lead /SharePont Administrator At HH Global
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  Bristlecone

  Oct 2014 - Dec 2016

  Sr. SharePoint Lead and SalesForce CRM administration for Harmony Project

  Managing the Entire Setup administration for SharePoint 2007/2010/O365 Responsibilities:• Providing Technical Support for SharePoint to Mahindra & Mahindra clients.• Troubleshoot and Support issues related to configuration, administration and maintenance of SharePoint farms.• If there have been problems reported by users, make sure to check out Event Viewer and ULS Logs.• Verify whether Backups made during the night have been finished successfully.• Verify the SharePoint Server Search Service Application logs to verify everything is crawling properly.• Check Disk Space on every SharePoint/SQL Server to make sure you aren’t running low• Check the Actual size of every SharePoint Content Database. If it’s close to being full, make sure to pre-grow it in order to avoid auto grow and increase performance.• Archive and clean the Windows Event Log.• Check critical Windows/SQL security patches. Make sure you apply them in the test environment first!• Test your latest backup in a test environment to make sure everything is backed up properly.• Update and verify the validity of your documentation. This includes the physical architecture (Servers, IPs etc) and the logical architecture (Web Applications, Site Collections, Sites).• Troubleshooting configuration/deployment/customization issues for SharePoint 2010 / Office 365• IIS Administration (Ver 6,7,7.5) administration and troubleshooting experience• Knowledge on Load balances (F5)• Hands on experience on monitoring tools• Salesforce Responsibilities : o Strong Knowledge in Salesforce Administration and Customization, Datao Work experience in Configuration manage users, Role, Profile, Permission set, Sharing settings OWD, Sharing rule. • Managing and Administrating TFS Server for source Code.• Migration Site Collection, site Content and List from On-Premises to Microsoft Office 365. Using Share Gate Tool Show less

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  Compucom

  Jan 2017 - Apr 2018

  Technical Support Manager (Solutions Architect):

  Responsibilities:• Manage the L1/L2 SharePoint and Salesforce team and evaluate performance• Ensure customer Support is timely and accurate on a daily basis• Recruit, train and support help desk representatives and technicians• Set specific customer service standards• Contribute to improving customer support by actively responding to queries and handling complaints• Establish best practices through the entire technical support process• Follow up with customers to identify areas of improvement• Develop daily, weekly and monthly reports on IT Service desk team’s productivity• Provide customer feedback to the appropriate internal teamsSharePoint and Salesforce responsibilities:Leads, overseeing and managing daily requirements of Support for SharePoint and Salesforce Related Query.Provide support and assistance for primary and secondary level of troubleshootingEnsure all issues follow necessary escalation path and are resolved quickly. Maintain outage notification logs and follow documented escalation procedures where appropriateCoordinate With personnel to ensure continuous operation of mission critical production systems.Analyze workload efficiency of staff to redesign work flows and recommend required staffing levels to management.Analyze process performance using a continuous improvement philosophy to meet the operational needs of the organization. Show less

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  CTRL M

  Feb 2018 - Oct 2021

  Sr Scrum Master / Information Security Manager

  Led initiatives on Security Introduction, advocating for the importance of security measures and spearheading strategies to mitigate various cyber threats including XSS, CSRF, SSRF, and SQL injection attacks. Conducted thorough analysis of security vulnerabilities in third-party libraries, addressing CVEs and implementing necessary security patches. Implemented OWASP Top 10 security practices, proactively identifying and addressing critical web application security risks. Championed the integration of security into DevOps practices, emphasizing automation and efficiency through DevSecOps principles. Collaborated cross-functionally to embed security into the DevOps pipeline, focusing on automated testing and deployment procedures. Implemented Static Application Security Testing (SAST) methodologies to analyze code for vulnerabilities and promote secure coding practices Show less

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  Invasystems Inc

  Mar 2022 - now

  DevSecOps Project Manager - Scrum Master

  Led cross-functional teams as a Scrum Master, facilitating Agile methodologies and ensuring the successful implementation of DevSecOps practices.Orchestrated and executed Continuous Integration (CI) pipelines with a focus on application vulnerability scanning, employing advanced tools such as GitLeaks, Static Application Security Testing (SAST), Software Composition Analysis (SCA), and Dynamic Application Security Testing (DAST).Oversaw the management of security findings and Common Weakness Enumerations (CWEs) through DefectDojo, automating the ingestion of security scan results for proactive risk mitigation. Implemented automated security scanning within application images and enforced Docker security best practices to fortify containerized environments.Demonstrated proficiency in AWS Identity and Access Management (IAM), ensuring secure access from CI/CD pipelines to AWS resources and enforcing IAM policies to mitigate unauthorized access.Leveraged Terraform scripts for AWS infrastructure provisioning, integrating automated security scans seamlessly into the infrastructure-as-code (IaC) pipeline.Managed logging and monitoring solutions utilizing AWS CloudTrail and CloudWatch, Collaborated with cross-functional teams to develop and implement operational strategies, policies, and procedures to optimize service delivery and support. Worked closely with stakeholders to identify and prioritize operational requirements and initiatives, aligning them with business objectives and customer needs.Monitored service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions to meet service level agreements (SLAs).Managed vendor relationships and contracts, negotiating terms and agreements to ensure cost-effectiveness and service quality.Acted as a liaison between technical teams and business stakeholders, providing insights and recommendations to drive continuous improvement and innovation in managed services operations. Show less