Technical Support Service Desk
Resume:
PAVAN KUMAR PULAGAM
Technical Support Engineer-2
+91-798******* *************@*****.*** Hyderabad, INDIA Experience: 3 Years 5 Months Achievement-driven IT professional with strong technical experience in DLP solutions, endpoint security, and client support, seeking a senior-level opportunity in the IT industry to contribute to data protection, incident response, and security operations while growing with a forward-thinking organization. SKILLS
Forcepoint DLP
Servicenow
Python
Confluence
Forcepoint security manager
Active Directory
JIRA
GIT
Linux
System Administration
JIRA Service Desk
MS Outlook
WORK EXPERIENCE
Technical Support Engineer-2 - Value Software Technologies Pvt Ltd Installed, configured, and maintained Forcepoint DLP and Endpoint DLP solutions across 5,000+ endpoints (Windows and macOS).
Provided L2-level technical support to enterprise clients for Force point DLP deployments, upgrades, and issue resolution.
Investigated and resolved complex Endpoint DLP client communication issues on both Windows and Mac environments. Handled customer escalations efficiently, coordinating with internal networking, server, and InfoSec teams for timely resolution.
Coordinating with FP Support for enhancing the current setup, upgrade DLP and EP clients. Reviewed and optimized policies to minimize false positives, ensuring effective DLP incident monitoring. Tested and refined policies to maximize security and compliance while minimizing false positives and negatives. Worked closely with InfoSec teams to refine DLP policies based on incident trends, minimizing business disruption and enhancing compliance coverage.
Assisted users in understanding DLP alerts and preventing policy violations. Supported the incident response team by providing DLP logs during investigations. Documented technical inquiries and customer-reported problems in the customer tracking database and escalation tracking system, ensuring comprehensive records of inquiries and resolutions. Senior Software Engineer - Hyland Software Via GlobalLogic India Pvt Ltd Installed and configured Jira, Confluence, and Bamboo in AWS EC2 environments (Linux/Windows). Designed and managed custom issue types, workflows, permissions, screens, and notifications across multiple Jira projects.
Performed upgrade and migration of Jira and Confluence across on-premise, AWS, and Atlassian Cloud environments. Integrated Jira with Bitbucket, GitHub, Salesforce, QMetry, and Jenkins to support agile and DevOps workflows. Implemented SSO using SAML and managed SSL certificates to ensure secure access to Atlassian tools. Resolved Jira and Confluence application issues in a 24/7 production support environment, meeting SLA requirements. Created advanced dashboards, reports, and JQL filters for performance tracking and sprint analysis. Automated routine administrative tasks using Linux shell scripts, improving efficiency and reducing manual workload. Customized Jira Service Desk to support ITIL-based incident, change, and problem management workflows. Created and managed SLA policies, ensuring timely resolution of support tickets. Participated in sprint planning, backlog grooming, and daily standups with Scrum teams and QA analysts. Acted as Jira SME, providing onboarding support, training, and technical assistance to internal teams and end users. Monitored performance of Atlassian applications, applied patches, and resolved vulnerabilities in collaboration with the InfoSec team.
Scheduled and validated application backups, performed disaster recovery drills, and maintained data integrity across Jira and Confluence instances.
Enabled Agile plugins and implemented key Jira/Confluence marketplace apps to streamline team productivity. EDUCATION
2018 B.Tech/B.E. Mechanical
Jawaharlal Nehru Technological University,
Kakinada
Marks - 70.2%
ADDITIONAL INFORMATION
Languages: Telugu, English, Hindi
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