Experience

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  Softtek

  Apr 2008 - Sept 2009

  Technical support specialist

  Managed the implementation, maintenance, troubleshooting, and analysis of the desktop computing environment. Acted as the second-level support for both in-house and remote end-users, receiving requests via telephone, email, IM, and ticketing system. Ensured accurate entry of incidents or requests into the Clarify/ServiceNow helpdesk ticketing system. Effectively resolved user problems and implemented proper escalation procedures for open issues.

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  Compucom

  Oct 2009 - Apr 2013

  Oversaw and managed all wireless requests from users at GE CRE. Managed the implementation, maintenance, troubleshooting, and analysis of the desktop computing environment. Acted as the second-level support for both in-house and remote end-users, receiving requests via telephone, email, IM, and ticketing system. Ensured accurate entry of incidents or requests into the Clarify/ServiceNow helpdesk ticketing system. Effectively resolved user problems and implemented proper escalation procedures for open issues.

  • GE Wireless Leader for Real Estate

    Oct 2010 - Apr 2013

  • SR. Technical Support Specialist

    Oct 2009 - Apr 2013
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  Softtek

  Apr 2013 - May 2018

  Dedicated leader with a proven track record of effectively managing a 12-person team to ensure seamless daily operations. Conducts performance assessments, fostering motivation for optimal team efficiency. Key strengths include:- Led and inspired a 12-person team, driving daily activities with a focus on precision and effectiveness.- Formulated and communicated a strategic vision to achieve predefined team goals, fostering alignment and commitment.- Successfully managed day-to-day operational flow, emphasizing precision and efficiency in all aspects.- Established clear and attainable team objectives, aligning with broader organizational goals for sustained success.- Implemented robust performance monitoring systems, delivering comprehensive metrics reports for data-driven decision-making.Service Level Adherence: Supervised ticket management to align with customer satisfaction metrics (SLAs & OLA), consistently ensuring adherence to service level agreements.- Collaborated effectively with functional managers and team sponsors, securing necessary resources for optimized team performance.- Kept stakeholders, including project managers and product committees, well-informed about task accomplishments, issues, and overall status through regular and clear communication.- Spearheaded the development and implementation of thorough documentation, standards, processes, and procedures, conducting ongoing evaluations to drive continuous improvement initiatives.- Acted as the primary contact for critical customer requests, addressing product bugs, compatibility issues, special reports, rules, or policies to ensure high levels of customer satisfaction. Show less - Review and maintain Digital Guardian MSIP consoles, ensuring their health and functionality.Execute daily checklists and promptly escalate issues or risks to Digital Guardian management.Perform maintenance checks to optimize console performance.- Manage, update, and apply policies, including updating component rules, whitelists/blacklists, and adding machine/user-based exceptions.- Review console health, execute daily checklists, and escalate issues or risks as needed.- Create, set up, and schedule daily/weekly reports based on customer requirements.- Conduct forensic investigations and run maintenance checks.- Establish MSIP environments for new customers, ensuring a smooth onboarding process.- Provide technical assistance for troubleshooting issues and questions related to Digital Guardian.- Implement and test Digital Guardian rules, policies, and new Agent releases.- Administer Digital Guardian software on servers and desktops.- Manage and create process flags, handle DLP reporting, and provide user support.- Manage incidents and provide triage support for Digital Guardian-related issues.- Implement Digital Guardian in large enterprise environments.- Install, configure, and perform QA for DLP agents on servers and desktops. Show less

  • Senior Project Team Lead - Digital Guardian Project

    Oct 2016 - May 2018

  • Operations Team Member - Digital Guardian

    Apr 2015 - Oct 2016

  • Project Leader of Offshore- Information Security GE CRE

    Apr 2013 - Apr 2015
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  Digitalguardian

  Jun 2018 - Dec 2021

  Professional services consultant

  Accomplished Technical Lead for Digital Guardian’s Enterprise DLP security solutions, with a focus on implementation, back-end infrastructure engineering, server and software design oversight, and delegation of tasks to professional services consultants. Ensured strict compliance with DLP standards throughout the process. Spearheaded the successful implementation and expansion of enterprise products and services. Conducted thorough evaluations of stakeholder business and security objectives related to data protection and security. Tailored integration solutions to align with individual security architecture and landscapes. Demonstrated proficiency in delivering solutions through managed services via Azure and AWS. Possesses expertise in developing custom use cases and providing valuable insights into new scenarios, thereby delivering substantial benefits for customers. Show less

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  Fortra

  Dec 2021 - Jun 2024

  Msp security administration(senior professional services consultant)

  Accomplished Technical Lead for Digital Guardian’s Enterprise DLP security solutions, specializing in MSP customer environments. Focused on implementation, back-end infrastructure engineering, and overseeing server and software design, along with delegating tasks to professional services consultants. Ensured strict compliance with DLP standards throughout the process. Led the successful implementation and expansion of enterprise products and services tailored for MSP customers. Conducted thorough evaluations of stakeholder business and security objectives specific to MSP data protection and security needs. Tailored integration solutions to align with individual MSP security architecture and landscapes. Demonstrated proficiency in delivering solutions through managed services via Azure and AWS, showcasing expertise in developing custom use cases and providing valuable insights tailored to MSP scenarios, thereby delivering substantial benefits for MSP clients. Show less