Network Engineer Architect in Security

August, 2017 to March, 2018 |Product Support Engineer(Network Security), I Zscaler Inc. \r\n \r\nMain Duties: \r\n\r\nProvide second line phone/email consultation to independently debug complex security/network problems. \r\nMay participate in a 24x7 Support Operation and 24x7 on-call rotation. \r\nInterface with Engineering and assist the customer with testing or troubleshooting.\r\nReproduce customer issues to verify problems and provide feedback to Engineering and Operations teams\r\nCreate entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base. \r\nAssist in developing on-going training programs for the department. \r\nPromote a team environment by assisting and contributing to fellow \r\nZscaler employees whenever necessary to enhance the professional development of everyone within the organization. \r\nAbility to mentor other engineers on advanced troubleshooting, debugging and case management skills. \r\nUnderstand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.\r\n\r\nNovember, 2015 to June, 2017 |Associate Network Engineer(Cisco TAC - UCCX Team), I Aricent \r\n \r\nMain Duties: \r\n\r\nDay-to-day support of our customer\'s voice networks.\r\nTroubleshooting technical faults and providing satisfactory fixes to the customer.\r\nRegularly updating customers on progress of faults by telephone and email.\r\nRegularly updating ticketing system Service Now with quality notes detailing progress and actions completed on open incidents, problems and change requests.\r\nCompleting customer network Change Requests, including impact and risk analysis, implementing out of hours where required.\r\nWorking as part of an on-call rota to provide Tier 2 technical expertise to 24X7 Tier 1 team outside core hours\r\nProviding input to customer facing Technical Incident Reports.\r\nCapturing repeat faults and undertaking root cause analysis.\r\nProactive identification of fault trends.\r\nDevelopment of Manufacturer relationships.\r\n\r\nJune, 2013 to July, 2015 |Cisco RMS Customer Support Engineer, IPSOFT Global Services \r\n \r\nMain Duties: \r\n\r\nProviding network/telephony configuration and programming as per user/business needs.\r\nWork with customer and partner sales and technical teams (Cisco TAC) to provide solutions on issues related to VOIP/Cisco Telephony and troubleshooting other network problems and emergencies such as digital connection (T1) repair and Cisco Voice router, switches and PC issues.\r\nVirtually installing, testing, configuration, implementation, and support for VoIP installations as necessary through VPN and telnet/SSH mediums.\r\nWork with management team to develop a comprehensive and successful Cisco Unified Communications business unit and plan to provide excellent customer service and maintaining existing network infrastructure by rectifying issues alerted by automated system.\r\nAccessing and recommending improvements to current design of the client.\r\nWorking with users to formulate and document telephony business requirements.\r\nIdentifying and evaluating inefficiencies and recommending optimal business practices, and system functionality and behavior.\r\nTaking responsibility for deploying functional VOIP solutions, such as creating, adopting and implementing system test plans, which ensure acceptable quality and integrity of the system.\r\nCreating user and training documentation and conducting formal training classes for VOIP/Telephony.\r\nActing as reference and information source, providing guidance and assistance in telephony issues/ system project decision making process.\r\n\r\n\r\n\r\n\r\nMarch, 2013 to May, 2013 | Service Desk Associate, IBM, Bangalore, India\r\n\r\nMain Duties: \r\nManaging windows administration tasks supporting Bank of Ireland(client). \r\nDuties involved checking e-mails from bulk inbox & distribution and ticket creation of the requests throughout the team.\r\nMeet program specific key performance indicators as given by management.\r\nAccurately document and update records in the required system.\r\nEscalate faults and problems reported by the customer to tier 2 team.\r\nTaking ownership of the requests received from the end customer and processing it in required time.\r\nProviding high quality customer service as job involved being the first point of contact for end customers.\r\nFiltering the different types of requests from customers received on email and appropriately assigning the work to the right team whilst taking the action as trained by the management.\r\n\r\n\r\n\r\n\r\n\r\nJanuary, 2009 to June, 2011 |Sales Advisor, WHSmith, Victoria (Part-Time work along with University) \r\n \r\nMain Duties:\r\n\r\nProviding advice and assistance for various different features of products to customers. \r\nDealing with customer complaints if products are returned. \r\nHandling stock deliveries and restocking.\r\nServing customers over the counter as well as helping them with their enquiries throughout the shop. This role included being trusted handling money.\r\nHandling stocks & managing inventory.