Security Technical Support

Rafael Mellone

***, *********** *****. **** **** - FL 32746

Mobile Phone: (+1) 407- 779-1622,

******.*******@*******.***

Career Overview

Self-motivated individual who is technology driven and very detailed oriented who also has the ability to think outside of the

box in order to provide root causes for problems and find solutions and/or workarounds as required. Technically

sophisticated and business-savvy management professional with a pioneering career reflecting strong leadership

qualifications coupled with “hands-on” IT and Windows networking expertise. Ability to work independently or within a team

environment to ensure the completion of tasks and their success. Communication skills necessary for successfully

interacting with individuals at all levels. Superior record of delivering simultaneous mission -critical projects on time and

under budget.

Qualifications

• •

Team building/leadership Strong problem solving/troubleshooting skills

• •

High Adaptability Hands-on and proactive

• •

Excellent communication skills Project Management

• •

Client Communication Organizational Skills

• •

Disaster recovery and Replication Infrastructure Security data

• •

Optimizing and performance tuning Availability system

• •

Data Protection Network/Server maintenance

• TCP/IP protocols and applications • Backup Devices and Medias

Work Experience

Sr. Technical Support Engineer

2013-2014

Symantec – Heathrow, Florida - US

http://www.symantec.com

In Storage & Availability Management Group, my responsibilities is using internal case management tools to accept and

manage tasks addressing customer's issues related to Symantec enterprise products. Products include Stor age Foundation

High Availability for windows including all options and agents, Volume Replication, Veritas Cluster, Disaster Recovery

Solutions.

I’m always communicating with customers, other Symantec employees, and/or partn ers to define the issue and plan of

action to resolve issue with using available tools to investigate and troubleshoot technical issues and politically sensitive

problems involving clustering software that related to network and Storage related issues, cap turing customer interactions

in writing including investigation, troubleshooting, and resolution of issues. I manage workload to insure all customers issues

are handled in a timely manner and driven to resolution. I document known issues, workarounds, and general information

to add to the support knowledge base and to case management system keeping all up -date on daily bases. Each resolved

issue is linked to the solution source in the knowledge base. Complex issues can be solved by staging a lab with hardwa re

and software to facilitate troubleshooting. I`m continually learning to stay informed of new product features, related

applications, hardware and technologies.

I have the opportunity to work with large and different type of environments in windows and Linux/Unix based that provide

knowledge and experience in products and application like VMware Esx, Microsoft Failover Clusters, EMC, NetApp, IBM,

Hitachi and HP products. Daily activities involve being engaged with vendors which include some of the following

departments: Infrastructure, Operations, Migrations, Product Development teams, consulting. One of the biggest

challenges in this position is maintaining high level of productivity while achieving high customer satisfaction.

Sr. Service Delivery Consultant

2012-2013

Hewlett-Packard ( HP ) – Sao Bernardo do Campo, Sao Paulo - BR

http://www.hp.com

I worked with business critical client that was responsible for management and log correlations of various systems (OS,

DB, security devices and others). Event correlation, normalization, and analysis of log's generation of security incidents,

implementation and configuration component of the Symantec Security Information Manager a product based in Red Hat

Linux. Rules definitions of strategy for antivirus, network, policy comp liance, vulnerability, Windows system and tuning rules

in the system. Analyzed network system needs and advise for appropriate solutions within organization budget, maintained

system services and performance, planned and executed changes and upgrades on the operational system Linux based.

Provided documentations and workflows for the project. Implement company policies, technical procedures and standards

for preserving the integrity and security of data, reports and access. I frequently communicated with customer and vendor

to define plan of action and create strategic to the project. All discussing was related to the sec urity information from that

environment, it was a really import and critical environment that had to be protected.

I have opportunity to create and execute a Symantec Security Information Manager project to define new rules and deploy

new servers all Linux based to do correlation, normalization and analysis on all log information from antivirus, ips, firewall,

vulnerability systems. It was successfully implemented and with that project we were able to identify and prevent twice the

denial of services attacks from Anonymous Group.

Sr. Technical Support Engineer

2007-2012

EZ-Security – Sao Paulo - BR

http://www.ez-security.com.br

I worked in partnership with clients, advising, supporting and implementing security information technology in order to meet

their business objectives and/or overcome problems all security related. The challenge and focus I have was to improve

the structure and efficiency of IT Security Systems in various organizations keeping the environment protected and

customer satisfaction. Implemented company policies, technical procedures and standards for preserving the integrity and

security of data, reports and access. Managed firewall, network monitoring and server monitoring both onsite and off in

Linux/Unix and windows based.

I had the opportunity to be involved in sales and pre-sales that provided me knowledge and experience on that crucial

areas, understanding the process from the beginning until the end. A large and diversity vendors, manufactures (Symantec,

Mcafee, Checkpoint, Websense, Bluecoats, NetIQ and others) w ith different security products line as endpoint security,

network security, compliance and gateway security allowed me interact with finance, healthcare, insurance and government

industries.

I also had responsibility to maintain the local production and lab environment with tasks like setting up of ESX server and

connectivity with the existing NAS equipment, Installing and configuring new servers based on Linux and Windows,

Handling issues related to local UNIX servers, Troubleshooting Unix related issues like TCP Dump, W orking on NFS issues

like mount problems, deadlocks, check -autofs, Checking mail logs to troubleshoot webserver and mail server related issues,

Creating, destroying volumes, Adding space to existing volumes, Updating check-lists and Troubleshooting

backup/recovery solution.

System Administrator II

2004-2007

International Business Communication – Sao Paulo - BR

http://www.informa.com

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and

software and related infrastructure. Installe d and supported over 50 Microsoft Windows Servers in an Active Directory,

DNS, DHCP, Exchange, File Servers and others. I was accountable for the following systems: Linux and Windows,

responsibilities on these systems include provisioning, operations and s upport, maintenance and research and

development to ensure continual innovation.

Participated in technical research and development to enable continuing innovation within the infrastructure, ensured that

system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling

staff, volunteers, and Partners. The challenge that I had was to support those systems, maintain and providing technical

support for entire organization end users. Telecommuters phone system, network, Internet, e-mail and web site connectivity

are also important knowledge and experience I have achieved on this position.

Support Analyst I

January 2001 to January 2004

Temon Ltda. – Sao Paulo - BR

http://www.temon.com.br

Provided daily support to ensure company staff had necessary tools to perform tasks efficient ly. Diagnosed and

troubleshoot W indows processing problems and applied solutions to increase company efficiency. Used creative imaging

and backups techniques to cut down restoration time for motion graphics workstations from four hours to twelve minutes.

Monitored daily internal servers and backup exec server to ensure that all employee can access them.

Certifications

CompTia

• CompTIa Security + Certified

Microsoft

• Microsoft MSCA Security + Certified

• Microsoft Certified Professional (MCP)

• Svr Virtualization with Windows Svr Hyper-V & System Center

Symantec

• Symantec Storage Foundation and Veritas Cluster Server

• Symantec NetBackup

• Symantec Backup Exec

• Symantec Brightmail Gateway

• Symantec Endpoint Protection

• Symantec Security Information Manager

• Symantec Data Loss Prevation

Mcafee

• Mcafee Viruscan

• Mcafee ePo

Mcafee Endpoint Encryption

Language Skills

Portuguese Advanced

English Advanced

Spanish Basic

Education

Instituto Sumare de Educacao Superior 2005 - Sao Paulo, Brazil.

Bachelor Degree in Information Systems

FECAP - Escola Comercial Alvares Penteado 2001, Sao Paulo, Brazil

Technical High School in Information Technology

Contact this candidate