Ashwin Kumar

 Ashwin Kumar Phone - Email:- Skype: ashmr07 7+ years of experience in diagnosing, troubleshooting and identifying solutions to resolve product and system issues for consumers, Enterprise and Managed Services Provider. Experience Comodo Security Solutions, Chennai July 2016-August 2019 Senior Support Engineer Comodo ONE Manage and monitor devices enrolled on the platform using the Endpoint Manager (ITSM). Responding to tickets from Enterprise customers/MSP’s with the Comodo Service Desk. Reassign tickets to other departments, generating reports for the device status and quarantined files. 24/7 support provided through email, chat, call and forums. Escalating bugs/unknown issues to developers by creating JIRA and Confluence. Installing, updating the Operating System and Third Party Applications using the Patch Management. Customized scripts are offered to users and these procedures can be applied to all or selected devices enrolled in a profile. Comodo cWatch Web Security DNS configuration by changing the websites DNS server to Comodo DNS to enable cWatch protection, the content delivery network and the Web Application Firewall (WAF). Once configured, it is possible to add new CNAME, A record and also change MX records. Configuring SSL Certificate by uploading the site’s existing certificate to the cWatch CDN servers, this allows cWatch to inspect encrypted, https traffic. Scheduling regular virus scans for a domain and also run an on-demand scan. Backup websites and database, the website can be restores if there is a data loss. Moving tickets to L2/L3 support for manual removal of website malware if the issues cannot be fixed by the cWatch dashboard. Comodo Internet Security Providing L2 support through phone, email and chat for issues related to Comodo Anti-Virus and other Comodo products like backup, VPN. Diagnose, troubleshoot and resolve a range of operating system, software, connectivity issues. Handling escalated cases by offering call back to the customers on their preferred Time/Time Zone. Technical Sales and Support EngineerNovember 2014-May 2015 Handling calls and emails and guiding customers to choose the right product and provide first level support for product issues and other software, operating system related problems on a 24*7 basis. Escalating cases to L2 support for issues that require additional support by arranging call back on the customer’s preferred date and time. Sutherland Global Services February 2011-November 2014 Subject Matter Expert Worked as a shift lead and provided solutions to complex problems to reduce the need for escalation. Monitoring the performance of agents and provide feedback to help them achieve better resolution. Tier-II Support Handle escalated cases and finding solutions for unknown problems. Call back users in their preferred time and resolve issues related to the product, operating system, software and networking. Update solutions for unknown problems in the knowledge base. Consultant Provide first level Support to users over the phone and remote. Help users to set up devices and printers, remove virus, install/configure software and operating system, Escalate more complex issue to the next level of technician. Certification Microsoft Certified Professional (MCP) Windows 7 Configuring, 2010 Microsoft Certified Professional (MCP) Windows Server 2008 Network Infrastructure, 2010 Education B.E Computer science XII State Board, King's Matriculation School, 2006 X CBSE, DAV School, 2004