GANESH YUVARAJ

Client - Comcast

• Identifying customer data sources and performing programmatic search operations using defined data loss prevention policies using Symantec DLP
• End-to-End administration and maintenance support of DLP security tools
• Perform remediation & coordination for DLP incidents with identified stakeholders
• Troubleshooting and fine tune policies based on incident analysis and customer’s feedback
• Documenting, Testing and enhancing operational processes via possible automation methods
• Perform incident and report analysis
• Updating of Reporting templates and dashboards as per customer’s directives
• Maintaining custom scripts as part of operational activities and work flow management
• Managed offshore team in sending deliverables on time
• Working on Symantec Data insight to identify usage of files

Client - SAP AG

• Assigning DLP policy to machines & users on all DLP agent installed machines using Data Guardium DLP
• Assigning policy exceptions to users & machines
• Installing, updating, operating and maintaining DLP Software on In-Scope business equipment
• Triggering and retrieving debug logs from DLP agent installed machines
• Creating SMTD & SOP documents and updating it on regular basis

Client - US Bank

• Managing McAfee Endpoint Protection ePO platform components - Virus Scan Enterprise, Endpoint Security/Threat Prevention, On Access Scan, Access Protection, Exploit Prevention, nDLP & drive encryption
• Monitoring, auditing & reporting for heterogeneous database environments
• Performing Imperva agent on-boarding configurations for different databases, traffic distribution to multiple appliances to share the load
• Maintaining database security using MX management servers & gateways
• Creating & performing change for on-boarding imperva agents to MSSQL, Oracle & Mongo DB databases
• Monitoring audit purge & archiving jobs, ADC content updates to all MXs appliances
• Creating tickets for agent & gateway down issues
• Monitoring & investigating nDLP and endpoint events
• Performing weekly health check for DLP servers
• Sending monthly Imperva metrics & DAR scan reports to program team
• Monitor Ticketing System for new Incidents and SR's
• Helping users to encrypt files using PGP & working on Symantec PGP tickets for passphrase issues to migrate the keys from GKM to SKM
• Engage with IT teams to understand and assess infrastructure & process requirement for Secops service requests. SOP standardization, fine tuning & enhancements
• Conversion of technical requirements into SOP's, specifications to be deployed on the respective security technologies & sharing Regulatory compliance reports
• Coordinating weekly team meetings with onsite & offshore to discuss about the project activities and deliverable
• Managing offshore team to share deliverables on time

Client - Ameriprise Financial Inc.,

• Configuring, deploying and managing Encryption tools such as Utimaco Safeguard Easy, Safeguard Enterprise, Symantec endpoint encryption & Symantec data leak prevention
• Escalated issue handling skills (i.e Providing technical solution to complex issues)
• Performing sensitive data scan through use of Symantec data leak prevention
• Recovering data from encrypted drives
• Familiarity with security policy/procedure development and risk analysis
• Server monitoring & case creations in Arcsight
• Responsible for Escalations, IT Availability, Bridge/Queue Management, adherence to Change Management Policy & Procedure, Effective Incident Management, Known Error Control & reduction of Incidents and problem
• Drive Backlog Reduction, Effective queue management and ensure high-standard of ticket quality as per the stated KPI/Target
• Minimize the impact of problems on the availability of services & drive proactive quality improvement
• Produce weekly Problem & Change management statistics
• Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA
• Form and maintain productive working relationships with consultants in business units to ensure successful transition to the new environment
• Co-ordinate with all the processes in service support and service delivery to maintain a high standard in QOS
• To ensure effective handling of the High priority incidents and proper routing of these incidents
• Responsible for engaging technical and admin team after proper analysis of the incident and opening MML lines whenever necessary
• Overall responsibility in engaging responsible personal in respective team during Application and Network issues

Client – HP Laptop

• Providing laptop support for HP Laptop, Tablet pc & Touch smart devices
• Installation, Trouble shooting, Upgrading, Configuring Home & Home Office with Wireless
• Configuring with Air Card, Performance Maintenance & Remote Assistance
• Handling training on product & process for new hire
• Deliver training to new hire in compliance and accordance with knowledge base requirements
• Identify training needs as directed by clients and executing the training
• Develop and communicate clear and concise sets of objectives for all the trainings undertaken
• Assist in the development and practical implementation of all training material to ensure that all training programs are in line with the business requirements and that all information disseminated to trainees is accurate, valid and relevant
• Maintain a basic knowledge and understanding of all customer support systems
• Mentoring/conducting training sessions as per schedule & requirement
• Analyze weekly CSAT and DSAT scores and feedback mails related to troubleshooting errors.

Client – SBC YAHOO ISP (Now AT&T)

• SBC YAHOO ISP support for American and Canadian customers on desktop & laptop issues
• Helped the users by troubleshooting their modems and routers
• Configuring their outlook express, browser settings and User accounts
• Provide adequate and efficient coaching identified in the areas of Improvement
• Develop and administer Action Plans for Improvement of technical skills of agents
• Preparing training documents & periodically updating them
• Creating a depository of knowledge management and ensure constantly updating the same.