Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Hi, I’m
Dinesh Kumar Rangaswamy Viswanathan
Advanced TAC Engineer
Bengaluru
Summary
Overview
12
years of professional experience
5
years of post-secondary education
6
Certificates
Work History
Juniper Networks
L3 Technical Support Engineer(ATAC)- Security
01.2022 - Current
Job overview
- 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.
Citrix R&D
Senior Technical Support Engineer
04.2019 - 12.2021
Job overview
- 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.
CSS Corp
Network Engineer
02.2017 - 03.2019
Job overview
- 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.
Sify Technologies
GNOC L2 Engineer
02.2015 - 02.2017
Job overview
- 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
Ministry of Justice UK
Administrative Officer
05.2012 - 07.2014
Job overview
- 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.
Education
Birmingham City UniversityBirmingham
Master of Science from Data Networks & Security
09.2009 - 01.2011
University Overview
Anna UniversityChennai, India
Bachelor of Engineering from Electrical, Electronics Engineering Technologies
08.2005 - 05.2009
University Overview
Skills
Technical Support
Certification
Citrix Certified Associate – Networking(CCA-N)
Availability
See my work availability
Not Available
Available
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tuesday
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thursday
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sunday
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Timeline
L3 Technical Support Engineer(ATAC)- Security
Juniper Networks
01.2022 - Current
Senior Technical Support Engineer
Citrix R&D
04.2019 - 12.2021
Network Engineer
CSS Corp
02.2017 - 03.2019
GNOC L2 Engineer
Sify Technologies
02.2015 - 02.2017
Administrative Officer
Ministry of Justice UK
05.2012 - 07.2014
Birmingham City University
Master of Science from Data Networks & Security
09.2009 - 01.2011
Anna University
Bachelor of Engineering from Electrical, Electronics Engineering Technologies
08.2005 - 05.2009
Citrix Certified Associate – Networking(CCA-N)
JNCIA Junos
JNCIP Sec
JNCIA Cloud
JNCIA MistAI
JNCIA Devops
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