More than 48 months of experience with focus on Functioned cooperatively as a team Lead. Determine mutually satisfying goals between organization and customers Produce positive feelings in the organization and the customers Good in Stress management. Hardware, networking and OS support {Windows platform OSes}. Detail oriented and resourceful in the completion of projects with ability to multitask and meet strict deadlines. Good verbal and written communication skills, hard working, willingness to learn and a versatile team worker. Ability to drive specified metrics in an organized and efficient manner Keeping all time constraints in mind. Managed customers expectations by clarifying needs and identifying options. Received recognition for providing extraordinary customer service. Ability to identify problems quickly and generate sound solutionsEstablish and maintain customer rapport Employer Name From Date To TILL McAfee OCT 08 Till date Sr. Threat Research Analyst Description McAfee Labs is the Research and Development division of McAfee. Role Sr. Threat Research Analyst (Acting Manager For SA) Contribution Helping the company during accusation of smaller companies and explaining there role and expectation on the Business cycle (Cost center). Dealing with virus/spy-ware and there precautions and prevention measures policies and processes. Daily signature updates having new detections and false fixes(Monitoring). Coordinate with teams all over the Globe to report and resolve issues. Letting know higher management on in improving their parameters and metrics so that it makes work productive and cost effective. Implementing more cost effective plans. Looking into DAT releases and updates on a day to day basic and fixing issues or falses In-depth knowledge of planning and preparing diff aspects of an emergency Proven skills in security and team management in insecure areas and total coordination Mentoring new hires and providing technical training to them. Talking with international customers in case of negotiation talks. Maintaining service records and trackers for the team. Ability to work under pressure Responsible for planning, developing and implementing plans within client management Mentoring a team of 12 Looking into final analysis of new malwares and viruses so that they can be passed on to the DATs. Supervised and trained a team of Site advisor professionals During the time of joint venture/acquiring was talking care of employer and employee from both ends (As negotiators between management on roles and productivity effectiveness as both of them might have their own business cycle). Position held in Hewlett-Packard Employer Name From Date To TILL Hewlett - Packard. JUNE 06 SEPTEMBER 08 Sr. Technical Support Specialist Description HPCSC is the Technical support division of Hewlett - Packard. Role Sr. Technical Support Specialist (Team Lead) Contribution Providing voice based technical support for hardware and software related issues for HP laptops, Desktops (2006-2007:Dec ) Dealing with virus/spy-ware and there precautions and prevention measures.(2007:Dec-til date) Works as an acting Team Lead on the absence of higher authorities. Helping new hires in improving their parameters and metrics. Resolve complex customer telephone inquiries through the use of multiple customer support tools. Mentoring new hires and providing technical training to them. Gaining the Best Customer Experience. Maintaining service records and trackers for the team. Mentoring a team of 15.