I am a highly skilled and experienced IT security professional with over eight years in the field. My expertise encompasses cloud-based technologies and network security, and I have a deep passion for both cyber security and cloud computing. I am well-versed in addressing unauthorized access, viruses, and a wide range of vulnerabilities and threats to systems.

To stay up-to-date with the latest developments in security and vulnerabilities, I follow reputable sources such as OpenCVE, CISO Series, All Infosec News, CVETrends, MITRE Attack, and SANS. Additionally, I have a keen interest in vulnerability management, which involves continuously assessing assets to discover and remediate vulnerabilities. I believe in the value of automation in this process, particularly when managing large networks or infrastructures, I prefer using Ansible as my tool of choice.

I am currently employed at Mimecast, a cloud cyber security company specializing in anti-spam and archive filtering services to secure email accounts and communications for businesses. As a senior member of the engineering team, I serve as the primary point of contact for escalated cases and manage multiple enterprise client accounts, ensuring their email infrastructure remains protected against viruses, malware, and phishing attempts. I help clients strengthen their security through techniques such as Impersonation Protection, URL Detection, and Spam Scanning. To troubleshoot issues, I analyze specific logs, such as message transfer agent and scanner logs, and implement measures to prevent similar occurrences in the future. I am also responsible for managing client expectations, addressing service disruptions, and escalating internal issues with appropriate documentation.

On a weekly basis, I surpass my KPI targets, as reflected in the client satisfaction feedback forms. My extensive experience with Mimecast enables me to effectively upsell products to enterprise clients while resolving their issues, as I possess a thorough understanding of their specific requirements and needs.

I have conducted multiple client service review meetings with various Customer Success Managers. During these meetings, I provided my technical expertise to identify the necessary service adjustments and their rationale. Such modifications will enhance client security, reduce costs, minimize repetitive work for the administrators, and in some cases, decrease the likelihood of churn.

One of my proudest achievements at Mimecast was reducing SLA breaches by 30% through a procedure I implemented that provided level 1 engineers with common trends, patterns, and resolution documentation. Collaboration is a crucial aspect of my role, as I regularly communicate with various departments to gather information and provide support. Furthermore, I work closely with the security team to monitor client accounts for suspicious activities and prevent malicious attacks. I am confident in my ability to articulate alternate solutions and summarize activities for internal teams, and have a proven track record of effectively engaging with senior client staff and defusing difficult situations.