Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Timeline
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Akash Tiwari

Janjgir

Summary

A self-motivated, enthusiastic IT professional with over 3 years of experience currently working as a Tier-3 Technical Support Engineer at Movate for Palo Alto Networks TAC, I am willing to work with commitment and enthusiasm towards the job. As an organized individual who is able to priorities workloads effectively and work under pressure in a sensitive environment, I am currently looking for a suitable position with an ambitious company that offers excellent opportunities for career development and advancement as well as a chance to prove my skills and abilities for a successful career.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Tier 3 Technical Support

Movate (CSS CORP)
Chennai
05.2024 - Current
  • Serve as the point of escalation for Tier 1 and Tier 2 support teams, providing guidance and expertise to resolve critical customer issues.
  • Investigate and resolve complex technical issues related to Palo Alto Networks products and solutions, acting as the highest level of technical support.
  • Communicate directly with customers to understand and diagnose issues, providing clear and effective solutions.
  • Ensure a positive customer experience during high-stress situations.
  • Identifying an issue or unexpected behavior, and creating an accurate issue report of the issue that will be submitted to the engineering team to get it fixed in future releases.

Escalation Engineer Sr. Tier 2,

Movate (CSS CORP)
Chennai
01.2024 - 04.2024
  • Escalation Engineer responsible for managing escalations and high-priority cases within the team.
  • Ensured trainee engineers are familiar with tools and platforms for issue tracking, ticketing, and case management (e.g., Jira, ServiceNow, SFDC, etc.).
  • Provided trainees with essential product documentation, and conducted walkthrough to help them understand the systems they will be supporting.
  • Assisted in troubleshooting complex customer problems with various hardware and software components.

Senior Network Security Engineer

Movate (CSS CORP)
Chennai
04.2023 - 12.2023
  • Troubleshooting SL1, SL2, SL3, and SL4 customer cases, and providing root cause analysis of any issue.
  • Firewall upgradation and degradation support.
  • Providing prolonged support to premium customers.
  • Maintaining the SLA and ensuring customer satisfaction.
  • Expertise in handling global customers.
  • Providing support either over email or Zoom session.
  • Performing lab replication for a better understanding of the customer issue.
  • Managing the migration activity by providing proper knowledge and resources to the customer.
  • Making sure the customer network environment does not face any outages during production hours.
  • Making sure customers get the right knowledge and understanding of troubleshooting steps.

Network Security Engineer

Movate (CSS CORP)
Chennai
03.2022 - 03.2023
  • Provide technical support for Palo Alto Networks NGFWs (hardware and virtual) to customers and partners.
  • Assist in configuration and troubleshooting with respect to advanced features such as Firewall Administration, IPSec VPN, GlobalProtect, Clientless VPN, SSL Decryption, Threat Prevention, and URL Filtering.
  • Analyze existing planned configurations, and give recommendations on adjusting those configurations to optimal settings.

Education

Certificate of Training in CCNA, CCNP And CCIE - IT Network Security

Network Bulls
Gurugram, Haryana
11-2021

BSC Computer Science - Information Technology

MATS University
Raipur/Chhattisgarh
06-2020

Higher Secondary School - Science

Chhattisgarh Education Board
Janjgir
03-2015

High School -

CBSE
Jangir
06-2013

Skills

  • SSL/TLS
  • Troubleshooting
  • VPN
  • IPsec
  • Product Support
  • Critical Thinking
  • Information Security
  • IDS
  • IPS
  • Network Security
  • Research
  • Issue Replication
  • DNS
  • HTTP
  • LDAP
  • RADIUS
  • SAML
  • Problem Solving
  • Communication skills
  • Customer service
  • Leadership
  • Documentation review
  • Computer Science
  • Team Management
  • Internet Protocol Suite (TCP/IP)
  • Technical Support
  • Vulnerability Management
  • Operating Systems
  • Wireshark
  • Palo Alto Networks Firewall
  • Panorama
  • GlobalProtect
  • Cisco ASA, Switch and router

Certification

  • PCNSE
  • Python network automation

Languages

Hindi
First Language
English
Proficient (C2)
C2

Personal Information

D.O.B : 23 July 1997

Gender : Male

Marital Status : Unmarried

Nationality : Indian

Language Known : English and Hindi

Timeline

Tier 3 Technical Support

Movate (CSS CORP)
05.2024 - Current

Escalation Engineer Sr. Tier 2,

Movate (CSS CORP)
01.2024 - 04.2024

Senior Network Security Engineer

Movate (CSS CORP)
04.2023 - 12.2023

Network Security Engineer

Movate (CSS CORP)
03.2022 - 03.2023

Certificate of Training in CCNA, CCNP And CCIE - IT Network Security

Network Bulls

BSC Computer Science - Information Technology

MATS University

Higher Secondary School - Science

Chhattisgarh Education Board

High School -

CBSE

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