VIKASH GUPTA

● Initiate and complete Microsoft windows operating system updates & Configure antivirus software to fully protect IT environment. ● Handling technical calls and resolving technical issues reported by users. ● Configuring windows and mac devices ● Install computer hardware and software on desktops to keep versions current.

● Liable for taking control of and resolving Complex Technical and Escalated customer issues. ● Managed documents and simulated complex customer issues to find solutions and fixes. customer inquiries and problems & dispatched additional service as necessary. ● Provided technical support with issue resolution via Phone/Chat/Email electronic medium. ● Performed Activation/Deactivation & handled other technical issues using MAC and Windows machine. Analyzed issues to identify troubleshooting methods needed for quick remediation. ● Met with team personnel to share details of discovered issues and recurrent custom complaints. ● Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. ● Maintained response times to support business continuity. ● Patched software and installed new versions to eliminate security problems and protect data. ● Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. ● Explained technical information in clear terms to promote better understanding for non-technical users. ● Performed root cause analysis of reported issues to enact corrections.

 Working in a 24x7 Security Operations Center monitoring SOC and NOC environment, perform daily monitoring of security events/Alerts, analyze suspicious emails, remediate incidents, and escalates required.  Perform incident monitoring, response, triage, and initiate investigations.  Escalate any security incident (the confidentiality, integrity or availability of any information or information asset that is negatively impacted) to the Incident Response (IR), Incident Management team (IMT), Forensic Management Analysis team (FMAT) as needed.  Conduct network and system log analysis using palo alto XDR.  Identify suspicious/malicious activities or codes.  Investigate malicious phishing emails, domains and IPs using Open-Source tools and recommend proper blocking based on analysis.  Investigate and analyze process phishing emails from Proofpoint following standard.  Investigate malicious phishing emails, domains and IPs using Open-Source tools and recommend proper blocking based on analysis.  Handling cortex XSOAR incident tool for, monitoring and closing security alerts in XSOAR tool.  Scanned sites for malware and security risks on a regular basis. quarantined and removed any security issues found.  using Duo admi portal to verify portal anonymous login and SSO logins.  Perform shift handoff at the end of every shift to provide situational awareness to the incoming shift.