Praveen Joy Fernando

• Assigned SPOC for customers to on-board security devices
• Developed project plans and managed project scope for all projects, Handled projects from conceptualization to implementation and maintenance
• Outlined work plans, determined resources, wrote timeline's as part of project scope determination for on-boarding Security products
• Performed detailed assessments of risks to determine constraints and develop mitigation strategies
• Collaborated with business users, technical teams, Server/Device/Database/Application administrators to analyze, gather, and validate requirements such as kickoff meetings, joint Implementation and planning sessions
• Communicated project plans and progress to key stakeholders, including project contributors, business, operational and technical resources
• Accomplished client goals by providing quality technical projects

Duty manager for 10 member customer escalation team works on various Norton Products

• Handled High Level Executive Escalations for Partners and Customers
• Resolved complaints and issues involving both Customers and employees
• Built, managed and coached in-sourced team, implementing training programs to improve efficiency and productivity
• Developed and maintained positive customer relations and coordinated with team members to ensure requests and questions were handled appropriately
• Developed team communications and information for Inter level meetings
• Assisted with new hire processing and existing training programs

Mentored and guided employees ensuring all were trained in Norton products and capable of performing assigned task

• Maintained drive and determination to obtain personal and team objectives and goals

• Worked on Aruba L3 switches and Access Points to setting up wireless environment for Enterprise customers
• Configured, managed and evaluated multi-protocol network elements to ensure effective end-to-end communications
• Analyzed, identified and resolved complex network and hardware problems
• Installed, supported and maintained company hardware and software infrastructure according to best practices
• Configured and performed troubleshooting with routing and switching protocols
• Identified and immediately resolved issues with network devices, including firewalls
• Analyzed and produced recommendations on continuous network improvements
• Collaborated with associates in both technical and non-technical contexts
• Analyzed data traces using protocol analyzers to identify anomalies and find solutions
• Performed patch qualification-related tasks

• Establishing Remote session to Client computer and proceed trouble shooting steps
• Installation and configuration of Antivirus software, Firewall, utilities of Symantec products
• Handling Escalation calls to resolve customer issues
• Researching on re-occurrence issue and escalating to Symantec research team
• Maintain customer database for repeated customers on same issues
  
  

• Installed, configured, and supported local area network (LAN) and Internet system
• Managed data backups and Image backups operations for 25 person company
• Rewrote and updated group policy with new domain move and domain level raise
• Performed system maintenance and upgrades, including patches, service packs, hot fixes and new security configurations
• Planned, coordinated and implemented network security measures
• Installed and upgraded internal and third party software
• Configured, monitored and maintained email applications and virus protection software
• Managed all software and hardware issues for end-users
• Assigned application access, security roles and permissions
• Maintained company servers, computers, printers, cables and other equipment
• Managed application patches, data backup, security changes and network configuration and replaced boards, changed servers and loaded and tested software applications