Shashank Chopra

 Worked as a Global Escalation Engineer for client Microsoft.  Responsibilities include helping Microsoft customers with their queries and technical issues with Microsoft Products.  I was promoted as an Escalation Engineer in October 2015(12 months after joining) which is one the lowest period of times recorded in the Company’s history to get a promotion to Escalations.  Keeping a balance between the company’s interests and the customer interests while providing compensations to customer, fixing issues or customer’s which the frontline officers are unable to fix. Handling Press, Media, Legal and Executive Escalation.  I have consistently been lauded in the Convergys Rewards and Recognitions programs also receiving credits from the client for exceptional performance.  Good knowledge to troubleshoot on desktop, laptops, wireless devices i.e wireless routers and basic understanding of shrink-wrapped applications (MS Office, Adobe etc).  Troubleshooting experience using remote control tools LogMeIn, Team Viewer and Dell Connect.

Job Description: Working as a Delivery Associate which is part of ACP (Accenture Cloud Platform) and I am responsible for maintaining the Infrastructure monitoring for all critical and major issues which occurred on Cloud Infrastructure.  Manage 24x7 operations, including event monitoring which includes incident detection, tracking and analyzing on real time basis.  Experience on Amazon EC2, Amazon S3, Amazon Auto scaling, IAM, RDS, Route 53, VPC, Amazon ELB, Cloud Formation.  Creating EC2 instances, taking image backup, volume backup.  On-boarding users to ACP and providing them account access to AWS, Azure and Google.  Work with different cloud managers to implement the security policies on AWS accounts, i.e., IAM policies, EC2, Cloud formation, S3, VPC flows, cloud trail, access/secret key management etc.  Use the Cloud portal, which is an Accenture internal platform for monitoring, alerting, and analyzing of alerts.  Monitor all the network and server devices, which is in Global locations to ensure device availability and performance.  Working as a cloud portal console admin to configure the AWS accounts, network, and services in our live environment.  Preparing daily dashboard/reports and hand off to next shift inline.  Monitor events, log analysis and Investigate incident a daily basis.  Try to resolve the daily tickets on severity basis and escalates the tickets as per escalation matrix.  Continuously follow up on the tickets and monitoring the queue status and so as to resolve it on timely manner.  Involve in daily, weekly and monthly meetings with clients as well as process owners/teams.  Manage and audit user and application credentials in CyberArk.

Job Description:  6+ years of IT industry experience includes Expertise in Cyber Security, Information Security, IT Infrastructure administration.  Gained practical knowledge and a foundational understanding of SQL, IIS, Solr, RabbitMQ, Nginx, APIs, SIEM, Virtualization, and VDI during troubleshooting Carbon Black.  Leveraged this expertise to proficiently configure multiple Carbon Black products, including EDR, App Control, and CBC, with a focus on advanced settings for precise installations and customized configurations."  Demonstrated expertise in log analysis, covering Windows, Linux logs, and network traffic analysis using tools like Wireshark. Proficiently utilized advanced diagnostic tools, including Procmon, to identify and address issues, ensuring system stability and performance.  Leveraged the MITRE ATT&CK framework for meticulous threat assessments, aligning technical insights from log analysis, and actively contributed to the development of proactive security measures.  Conducted in-depth analysis of alerts and dashboards, providing clients with technical insights for swift incident resolution and enhanced security posture.  Proficient in end-to-end alert management, from detection to response, using both EDR and Cloud platforms to efficiently classify, prioritize, and handle security events.  Applied advanced skills in Windows and Linux environments, along with SIEM integration and profound security concepts, to resolve intricate technical cases with precision.  Successfully replicated and dissected complex customer issues in controlled lab environments. Utilized advanced diagnostic tools, including Procmon and Wireshark, to conduct detailed technical analysis and deliver comprehensive solutions.  Helping the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.  Assist customers in the installation and deployment of VMware Carbon Black’s software products.  Track and monitor all support cases to ensure timely resolution and follow-up.  Clearly identify, document, and find solutions for customer issues and product problems.  Escalate critical customer situations to the appropriate level of management and Engineering.  Communicate technical issues and solutions to the engineering, QA, sales, and support teams as well as to the customer base.  Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase.