jessica claire resumesampleexamplecom 555 4321000 100 montgomery st 10th floor professional summary amiable technical lead ready rapidly onboard new personnel kick start new projects achieves rapid exceptional completion metrics careful utilization available skills technical assets assembles effective teams exploiting complementary competencies collaborative employee relationships skills data security dlp encryption dam pgp casb voltage guardium education tagore engg college chennai 052005 electronics communication engineering certifications itil v4 foundation work history applied information sciences inc technical lead offutt ne 052013 current client comcast identifying customer data sources performing programmatic search operations using defined data loss prevention policies using symantec dlp endtoend administration maintenance support dlp security tools perform remediation coordination dlp incidents identified stakeholders troubleshooting fine tune policies based incident analysis customers feedback documenting testing enhancing operational processes via possible automation methods perform incident report analysis updating reporting templates dashboards per customers directives maintaining custom scripts part operational activities work flow management managed offshore team sending deliverables time working symantec data insight identify usage files client sap ag assigning dlp policy machines users dlp agent installed machines using data guardium dlp assigning policy exceptions users machines installing updating operating maintaining dlp software inscope business equipment triggering retrieving debug logs dlp agent installed machines creating smtd sop documents updating regular basis client us bank managing mcafee endpoint protection epo platform components virus scan enterprise endpoint securitythreat prevention access scan access protection exploit prevention ndlp drive encryption monitoring auditing reporting heterogeneous database environments performing imperva agent onboarding configurations different databases traffic distribution multiple appliances share load maintaining database security using mx management servers gateways creating performing change onboarding imperva agents mssql oracle mongo db databases monitoring audit purge archiving jobs adc content updates mxs appliances creating tickets agent gateway issues monitoring investigating ndlp endpoint events performing weekly health check dlp servers sending monthly imperva metrics dar scan reports program team monitor ticketing system new incidents srs helping users encrypt files using pgp working symantec pgp tickets passphrase issues migrate keys gkm skm engage teams understand assess infrastructure process requirement secops service requests sop standardization fine tuning enhancements conversion technical requirements sops specifications deployed respective security technologies sharing regulatory compliance reports coordinating weekly team meetings onsite offshore discuss project activities deliverable managing offshore team share deliverables time caterpillar analyst lima oh 042007 052013 client ameriprise financial inc configuring deploying managing encryption tools utimaco safeguard easy safeguard enterprise symantec endpoint encryption symantec data leak prevention escalated issue handling skills ie providing technical solution complex issues performing sensitive data scan use symantec data leak prevention recovering data encrypted drives familiarity security policyprocedure development risk analysis server monitoring case creations arcsight responsible escalations availability bridgequeue management adherence change management policy procedure effective incident management known error control reduction incidents problem drive backlog reduction effective queue management ensure highstandard ticket quality per stated kpitarget minimize impact problems availability services drive proactive quality improvement produce weekly problem change management statistics follow itil procedure effective quality delivery ensuring restoration service per agreed sla form maintain productive working relationships consultants business units ensure successful transition new environment coordinate processes service support service delivery maintain high standard qos ensure effective handling high priority incidents proper routing incidents responsible engaging technical admin team proper analysis incident opening mml lines whenever necessary overall responsibility engaging responsible personal respective team application network issues sutherland global services ltd senior technical support executive city state 082006 082007 client hp laptop providing laptop support hp laptop tablet pc touch smart devices installation trouble shooting upgrading configuring home home office wireless configuring air card performance maintenance remote assistance handling training product process new hire deliver training new hire compliance accordance knowledge base requirements identify training needs directed clients executing training develop communicate clear concise sets objectives trainings undertaken assist development practical implementation training material ensure training programs line business requirements information disseminated trainees accurate valid relevant maintain basic knowledge understanding customer support systems mentoringconducting training sessions per schedule requirement analyze weekly csat dsat scores feedback mails related troubleshooting errors hcl bpo services ltd designation technical support officer city state 082005 082006 client sbc yahoo isp att sbc yahoo isp support american canadian customers desktop laptop issues helped users troubleshooting modems routers configuring outlook express browser settings user accounts provide adequate efficient coaching identified areas improvement develop administer action plans improvement technical skills agents preparing training documents periodically updating creating depository knowledge management ensure constantly updating