Abdul Niyas
Dubai
Summary
Results-driven Sr. Technical Support Engineer with 15 years of work experience assisting organizations successfully complete enterprise-wide security projects. Seasoned and fully dependable on information security, compliance, risk management, and vulnerability assessment. Adept at providing advanced technical support, troubleshooting complex issues, and delivering strategic guidance to enterprise customers. Strong expertise in customer relationship management, proactive issue prevention, and technical advisory, aiming to transition into a Technical Account Manager (TAM) role to drive customer success and business alignment.
A dedicated professional possessing great educational record with hands-on experience and continuously striving to update on the current innovations and technologies in the segment, thus aiming for self-growth and company growth resulting in a win-win situation.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr Technical Support Engineer
BeyondTrust
11.2023 - Current
- Provide expert-level support for BI, Password Safe and Entitle solutions, assisting enterprise customers in resolving complex technical challenges
- Work closely with TEE and Account Managers to ensure customer satisfaction and retention
- Manage critical escalations, collaborating with internal teams to drive fast and effective resolutions
- Respond to customer queries regarding the latest vulnerabilities, penetration test results, and security patches, ensuring customers stay informed about potential threats and risk mitigations
- Analyses customer environments and provide proactive recommendations to improve security posture and system performance based on the raised case
- Develop knowledge base articles and contribute to documentation for better self-service support
- Successfully supported enterprise customers, leading to improved resolution times and customer satisfaction scores
- Actively contributed to knowledge sharing through documentation
- Collaborated with TAMs on multiple high-impact accounts and Account managers gaining experience in customer success management
- Developed deep expertise in BI, PWS and Entitle identity security solutions
Solution Architect
FVC FZ LLC
05.2022 - 11.2023
- Spearheading efforts as a Subject Matter Expert for existing customers, providing expert guidance and support to ensure exceptional customer satisfaction
- Collaborating with cross-functional teams to address customer inquiries, troubleshoot issues, and deliver tailored solutions
- Analyzing customer feedback and insights to identify areas for improvement and drive product enhancements
- Successfully executed projects involving Beyond Trust's Password Safe, Privilege Remote Access, Active Directory Bridge and Endpoint Privilege Management solutions
- Led the design and implementation phases, ensuring seamless integration with existing systems and adherence to project timelines
- Oversaw the configuration and deployment of solutions, optimizing user access and enhancing overall security measures
- Conducted thorough testing and quality assurance to identify and resolve potential issues, guaranteeing a reliable and robust solution
- Provided end-user training and support to ensure smooth adoption and utilization of the implemented solutions
- Contributed to the development of best practices and standard operating procedures for solutions
IT Engineer
Precision - Al Tayer Group
04.2019 - 04.2022
- Implemented and maintained robust security measures to safeguard the organization's IT infrastructure and sensitive data
- Managed access controls, user permissions, and authentication mechanisms to ensure the confidentiality and integrity of systems
- Monitored network activity and performed regular security audits to identify and mitigate potential security vulnerabilities
- Responded promptly to security incidents, conducting investigations, and implementing corrective actions as needed
- Conducted security awareness training for employees to promote a security-conscious culture
- Evaluated and recommended security tools and technologies to enhance the organization's overall security posture
IT Solution Engineer
Intec WLL
03.2010 - 03.2019
- Demonstrated and presented Information Security Solutions offered by Intec to potential clients, showcasing the benefits and value of the products/services
- Maintained excellent relationships with information-technology decision-makers, ensuring a deep understanding of customer infrastructure and identifying technology gaps
- Implemented Information Security Solutions across diverse business sectors, catering to mid and large enterprises
- Fulfilled certification requirements to maintain strong partnerships with vendors, enhancing product knowledge and expertise
Customer Support Engineer
Quadra System India PVT LTD
01.2008 - 07.2009
- A team player in 'Implementation of Domain controller (DC and ADC), windows server 2003, SCCM 2007, SQL server 2008, Forefront Client security, Symantec backup exec 12d and system recovery at Eastern Condiments
- Live migration of Domain controller windows server 2003 to Windows server 2008 at Synthite Industries
- L1 Support to Customers
Education
Bachelor of Computer Application -
Annamalai University
07.2013
Skills
Active Directory
DC,ADC,DNS,Group policy
Microsoft SQL DB
Virtualization (VMware, Nutanix, Hyper-V)
O365,EntraID
SAML (AZURE,OKTA,FORTIAUTH)
IIS
PAM, EPM, PRA,SRA,AD Bridge, Entitle
Datadog
Modern Authentication
Scripting (PowerShell, PSAutomate, AutoIT)
API Integration (Scanners,syslogs)
Email Security (Azure, Mimecast)
Firewall (Fortinet, Palo Alto)
Endpoint Security
Microsoft SCCM
Backup and Storage (Veeam, Veritas)
Certification
❖ MCSE, MCID 10162535
❖ CCNA, CISCOID CSCO12256520
❖ Nutanix Enterprise Cloud(ECA)
❖ BCIE (Beyond Trust) PMW
❖ BCIE (Beyond Trust) PRA
❖ BCIE (Beyond Trust) PWS
Personal Information
Date of Birth: 04th June 1985
Nationality: India
Driving License: UAE Driving
Timeline
Sr Technical Support Engineer
BeyondTrust
11.2023 - Current
Solution Architect
FVC FZ LLC
05.2022 - 11.2023
IT Engineer
Precision - Al Tayer Group
04.2019 - 04.2022
IT Solution Engineer
Intec WLL
03.2010 - 03.2019
Customer Support Engineer
Quadra System India PVT LTD
01.2008 - 07.2009
Bachelor of Computer Application -
Annamalai University
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