Binoy Jacob
Product Support Engineer L3
Vadodara,GJ
Summary
To obtain a creative and challenging position in an organization that gives me an opportunity for self-improvement and leadership, while contributing to the symbolic growth of the organization with my technical, innovative and logical skills. Personal Strength: Deadline Oriented: Complete a task in a stipulated time frame. Innovative: Always come up with innovative ideas to do the tasks faster. Quick Learner: Able to grasp new learning/concepts very fast. Versatile: Can work very well as a team player
Overview
4
4
years of post-secondary education
2
2
years of professional experience
Work History
Technical Support Engineer
Sophos Technologies Pvt Ltd, Ahmedabad
- Experience: 3 yearsin UTM Firewall Support with CR OS and SF OS Role: Providing Remote Support for Cyberoam Firewall and SF OS XG Firewall, iView2 Job Profile: +Cyberoam Network & Security Appliances: UTM (Unified Thread Management),SophosXG Firewall, Cyberoam iView.
- Responsible for basic deployment, configuration and troubleshooting of Cyberoam and Sophos UTMs which includes modules such as:- - Web Protection/Web Filtering/Application Filtering, Intrusion Prevention, and Firewall and QoS management.
- IPsec VPN, SSL VPN and L2TP & PPTP VPNs.
- Email Protection - Anti Spam & Anti-Virus.
- Reporting the False-positive or False- negative samples to relevant teams.
- Maintenance of logging & reporting on Cyberoam iView (Intelligent Logging & Reporting).
- User Level Authentication and Single Sign On authentication by integrating with AD, LDAP, Radius servers.
- High Availability between Cyberoam or XG devices for load balancing network traffic.
- Troubleshooting the problems pertaining to performance tuning, Network Administration, Application Conflicts and System Bugs also troubleshooting the issues to ensure minimum downtime and maximum availability of the network.
- Analysis of network packets by capturing it through packet sniffer tool such as wire-shark or basic Linux command.
- Successfully handling and coordinating with the large variety of customer spanning from APAC region to North & South America and also European countries, to resolve their network and security related issue with the concern of the Cyberoam/Sophos UTM in order to enhance their network optimization.
Technical Support Engineer L2
Zscaler Technology Pvt Ltd
05.2019 - Current
- Providing Remote Support for Zscaler cloud products.(ZIA, ZPA,ZDX)
- Train and become an expert at using the Edgewise platform.
- Maintain intimate knowledge of all Zscaler products and services.
- Interact with customers using a variety of mediums (phone, email, on-site) in a professional and efficient manner.
Technical Support Engineer L3
Zscaler Technology Pvt Ltd
Mohali
04.2021 - Current
- Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements.
- Triage, escalate, and drive satisfactory resolution of customers' technical support issues.
- Work with customers to provide engineering with logs, screenshots, and complete error descriptions.
- Maintain communication with the customer during the support issue process through to resolution.
- Contribute to KB articles and other collateral to help the team provide customers with the best possible support.
Education
Bachelor of Engineering - Computer Science And Programming
Gujarat Technological University
Gandhinagar 06.2012 - 06.2016
Skills
Technical issues analysis
undefinedAccomplishments
- Experience with operating systems such as Linux, Unix, and Free BSD.
- Experience troubleshooting network issues and familiarity with the necessary tools.
- (Ping, Traceroute, MTR, etc) Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS, etc Working knowledge of Apache and IIS Web Server administration Working Knowledge of networking and security products and enterprise Network Infrastructure.
- Familiarity with: o Network Protocol Analyzers (tcpdump, Wireshark) o Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS) o Authentication systems such as LDAP, MS AD etc o VPN technologies such as IPSec and VPN clients o Scripting knowledge (SHELL, Python, Perl) basic.
- Proper knowledge of the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
- Certification: Training done for CCNA Routing and Switching Sophos Certified Engineer: Sophos Firewall Cyberoam Certified Engineer :- Cyberoam firewall (CCNSE) Sophos XG Firewall v16 Advanced Troubleshooting Zscaler Certified Cloud Administration –Internet Access ZCCA-IA Zscaler Certified Cloud Professional ZCCP Zscaler Certified TAC Associate ZCTA.
Timeline
Technical Support Engineer L3
Zscaler Technology Pvt Ltd
04.2021 - Current
Technical Support Engineer L2
Zscaler Technology Pvt Ltd
05.2019 - Current
Bachelor of Engineering - Computer Science And Programming
Gujarat Technological University
06.2012 - 06.2016
Technical Support Engineer
Sophos Technologies Pvt Ltd, Ahmedabad
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