Amal Raj Francis
Senior Engineer
Libertyville,Tamil Nadu
Summary
I have over 7 years of experience as a technical support engineer in Endpoint Security and having experience with multiple enterprise anti-virus solutions.
Overview
8
8
years of professional experience
Work History
Senior Engineer
Movate Technologies
09.2022 - Current
- Working on Incident and problem management for resolving incidents within the SLA.
- Analyze Threat Patterns on various security devices and validation of False/True positive security incident.
- Malware analysis and Reputation.
- Troubleshooting on Mac/Windows/Linux.
- Performing Health status for different client environments & providing best practices and technical architecture solutions.
- Different log analysis to find root cause of issues. (Wireshark Debug, Procmon Log).
- Joining call with the customer / partner with critical / major issues
- Work with backend engineering team to product update and bug fix.
- Communicate solutions and recommendations to the customer and ensure that the customers have the information and tools to address similar issues in the future.
Technical Support Engineer
Sophos Technologies
08.2021 - Current
- Providing technical support to global customers using Sophos endpoint protection.
- Troubleshooting involves: Installation and uninstallation issue
- Performance issues like high CPU usage,memory usage,slow boot process and BSOD issue
- Issues related to encryption
- Creating exclusions whenever required
- Used Sophos Diagnostic Utility, Procmon, and WinDbg.
- Answering customer queries regarding Malware detection, Potentially unwanted application detection, Cryptoguard detection and Ransomware attack.
Technical Advisor II
Concentrix Technologies
05.2019 - 08.2021
- Providing technical support to Enterprise Customers on security software.
- Helping over phone, e-mail, and chat for Installation, creating Firewall rule, Scanning exclusions, Threat handling.
- Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
- Taking remote session to client's computer whenever required and guiding the customer to follow the troubleshooting steps.
- Configured and maintained internal lab containing server(s), workstation(s), group policies, firewalls, multiple domains, and others.
- Recreating an issue which customer has reported to find a proper solution.
- Establishing patterns to reoccurring issues and providing input to the development teams.
- Assisting other team members to provide support and solutions of customer queries to meet company objectives.
- Providing workaround to customer when there is a business critical by reaching to the respective team.
- Creating new tickets on behalf of the customer when a new issue is reported
Customer Support Executive
Sutherland Global Services
05.2014 - 02.2018
- Providing technical support to end-users using Symantec antivirus
- Resolving issues related to installation, uninstallation, threats
- Taking remote session to determine the exact issue and to provide better solution
- Providing pricing information for license or subscription purchase
- Routing the call to billing team whenever customer complaints about billing issues.
Education
B.Ein - Electronics and Electronics Engineering
St.JosephCollege of Engineering
Higher Secondary Certificate - undefined
Montfort MatricHigher Secondary School
Secondary School Certificate - Tindivanam
St. Francis Matric Higher Secondary School
Skills
Customer ServiceBasic knowledge on NetworkingWorking knowledge on Windows platform and Mac platformAnti-virus products1 SymantecEndpoint Protection Cloud2 Symantec Endpoint Protection Small Business Edition Cloud3 Sophos CentralEndpoint Protection (Intercept X)4 Sophos Enterprise Console5 Sophos CentraldeviceEncryption6 Basics of Sophos central Data Loss PreventionRemoting tools1 Cisco WebEx2 Microsoft Teams3 Zoom4 LogMeIn
Timeline
Senior Engineer
Movate Technologies
09.2022 - Current
Technical Support Engineer
Sophos Technologies
08.2021 - Current
Technical Advisor II
Concentrix Technologies
05.2019 - 08.2021
Customer Support Executive
Sutherland Global Services
05.2014 - 02.2018
B.Ein - Electronics and Electronics Engineering
St.JosephCollege of Engineering
Higher Secondary Certificate - undefined
Montfort MatricHigher Secondary School
Secondary School Certificate - Tindivanam
St. Francis Matric Higher Secondary School