Mohamed Essa

- Providing tier 2 support and serving as the dedicated Tenable engineer for a small portfolio of premium service accounts - Maintaining expert-level knowledge of Tenable’s products and security best-practices - Developing and maintaining a strong awareness of each customer’s specific deployment - Researching and investigating escalated tickets and resolving as many issues as possible without escalating outside of Technical Support - Actively engaging Product and Account team personnel to ensure proper handling of questions and issues related to premium service accounts - Providing regular updates to client's management on premium services accounts - Triaging and escalating software bugs and feature requests to Tenable's research, development, and product management teams - Assisting and supporting tier 1 engineers - Performing technical interviews for candidates

- Serving as the primary technical liaison between the customer and Tenable internal groups (Product Management, R&D, etc) for technical issues - Analysing and resolving customer technical inquiries about Tenable’s products (Nessus Professional, Tenable.io, Tenable.sc, Nessus Manager) - Analysing vulnerability scan results, system audits, and log events - Recreating customer software issues in a lab environment - Ensuring customer feedback is properly channelled into Product Management and Research & Development - Maintaining in-depth knowledge of Tenable products and information security best-practices - Performing queries and analysing logs using Splunk to troubleshoot issues

Documenting tickets in a service management tool for IT related incidents and requests for various government sector clients in the UAE Resolving support tickets at first contact or escalating them to higher level teams when needed Investigating and delegating unresolved tickets to ensure compliance with SLA times Collaborating with other departments to resolve large scale incidents and change requests with minimal disruption of business activities Applying the best practice IT operation principles within an Enterprise ITIL environment Staying informed with clients’ procedures and processes, and guiding users and external vendors with obtaining access to RDP servers, virtual machines and applications hosted on-premises and on cloud environments Managing user accounts and organizational units in the Active Directory, Exchange, and Office 365 Admin Centre Collaborating with other departments to resolve large scale incidents and change requests with minimal disruption of business activities Configuring & troubleshooting email and mobile device management services (MDM) on iOS and Android Securing client infrastructure using firewalls, VPN, hardening Windows using GPO, and minimizing vulnerabilities by updating firmware and installing Microsoft security patches Administering the RSA SecurID through issuing tokens to users and assisting them with the configuration process Monitoring Symantec Antivirus alerts, and performing virus definition updates and safely removing infections from workstations

Collaborated with a group of students to create a carbon footprint tracking Android application and achieved a first class grade in the project. For my masters project, I conducted a security analysis of the payment initiation API protocol (open banking UK) using formal methods. By undertaking this project, I gained extensive knowledge and implementation experience of the public key infrastructure, encryption and digital signatures.