Jay Sharma

Key Responsibilities

• Day to Day working with Proxy, Authentications and VPN related technical concerns
• Working as an escalation engineer for Zscaler focusing on timely handling escalations from the L1, L2 and L3 engineer along with TAMs
• Handling critical accounts escalations and issues
• For Tier 1 Zscaler products like ZIA, ZCC, ZPA and ZDX
• Collecting necessary information's including logs, error messages, and other relevant details, in order to identify and troubleshoot the issue
• Replicating the issue in the lab and providing the best possible plan of action
• Working along with the Engineering team if required to provide solution to the customer within the defined SLA
• Acting as the mentor to the other technical engineers and articulate new technologies to them
• Thoroughly assisting customers by writing Knowledge based articles and answering community forum queries
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment
• Conducting trainings and conducts interviews for the hiring of candidates

• For Tier 1 Fortinet products like Fortigate, Fortianalyzer and Fortimanager
• Key Responsibilities:
• Working with Fortinet related products plus the other firewalls such as Palo Alto, Cisco ASA etc
• Day to Day working with authentication, VPN and VRRP (HA cluster) related technical concerns
• Collecting necessary information's including logs, error messages, and other relevant details, in order to identify and troubleshoot the issue
• Replicating the issue in the lab and providing the best possible plan of action
• Involving L3/Engineering team if required to provide solution to the customer within the defined SLA
• Acting as the mentor to the other technical engineers and articulate new technologies to them
• Thoroughly assisting customers by writing Knowledge based articles and answering community forum queries
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment
• Performed root cause analysis of reported issues to decisively discern and enact corrections
• Served as primary point of contact for support relating to owned solutions and products.

• For HPE-ARUBA Networks on, server Clearpass
• Protocols: Utilizes standard RADIUS protocol for authentication, authorization, and accounting (AAA)
• Authentication protocols: Supports a wide range of authentication protocols, including MS-CHAP,EAP- MSCHAPv2,Protected EAP (PEAP), EAP-Transport Layer Security (TLS), etc
• Key Responsibilities:
• Working with different network environment comprising of Aruba devices Integrated with multiple vendors like Cisco, Aerohive, Ruckus, HPE, PaloAlto
• Ensuring prompt resolution of customer queries and complex Issues/requirements throughout the setup Involving Wireless Access Points and Authentication Servers
• Ability to articulate solution to escalated Issues and driving to effective closures
• Replicating the issue in the lab and providing the best possible plan of action
• Served as primary point of contact for support relating to owned solutions and products
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.