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 Serviceundefined
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
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