Dinesh Kumar Rangaswamy Viswanathan

• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
• Established strong working relationships with users through exceptional customer service and proactive communication efforts.
• Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
• Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
• Followed all company policies and procedures to deliver quality work.
• Liaise with internal teams, business leads, vendors, and application developers to implement secure access solutions and resolve security issues
• Managing and maintaining network access, particularly remote access and VPN security, by configuring, troubleshooting, and monitoring VPN and Network Access Control (NAC) systems
• Analyzing complex security issues, conducting vulnerability assessments, collaborating with stakeholders for security consulting, and providing 24/7 technical support to ensure secure network access for the company.
• Create and maintain technical documentation, compliance reports, and security posture dashboards, as well as prepare reports for senior management
• Provide high-level (L3/L4) technical support, troubleshoot connectivity issues for end-users, and perform root cause analysis for security incidents.

• Supported SRX,vSRX,NFX,ATP Cloud, MIST Wan assurance
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Publish articles based on KCS v6 Framework from knowledge gained from technical support case, benefitting whole organization.
• Mentored junior members of team on best practices in issue resolution techniques.
• Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Consistently met or exceeded performance metrics, contributing to overall team success.

• Supported Citrix ADC(Netscaler)
• Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.
• KCS spoc and publish articles on based on technical support issues in Citrix's online knowledge-base.
• Established culture of continuous improvement within support team by regularly soliciting feedback from colleagues and implementing their suggestions.
• Identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.

• Diagnose and resolve complex network problems.
• Provided support services for Pulse Connect Secure(SSL VPN) devices such as hubs, bridges, routers, and other hardware.
• Take ownership of issues reported by customer and work towards its resolution
• Live debugging (Wireshark etc)/ troubleshooting on customer’s environment to collect additional information about problem
• Recreating customer issues in local lab environment, for root cause analysis and work with engineering with fixing of issues.
• Verification of customer reported issues that has been fixed by Engineering teams.

• Delivered training sessions for junior engineers, improving their technical skills and knowledge base in L2 support functions.
• Improved customer satisfaction ratings by promptly addressing concerns and providing clear communication updates on incident status.
• Assisted in design and implementation of network infrastructure upgrades, resulting in increased efficiency and reliability.
• Optimized network configurations by performing regular audits and making necessary adjustments.
• Configure and Maintain Site-to-Site IPSEC VPN/Remote Access VPN for corporate users.
• Investigating, diagnosing and resolving all network problems for customers

• Improved communication within organization through regular updates on policies, procedures, and key events.
• Worked as Administrative Officer, Enforcements, Business Support in Birmingham Civil Justice Centre.Also worked in ASC (Administrative Support Centre) for Tribunals Service
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.