JOMIN JOY

Roles and Responsibilities

• Responsible for responding to and resolving complex customer problems via phone, email and remote access for Citrix products like (SDWAN, ADC, Citrix Gateway, Citrix cloud and Application Firewall)
• Offline analysis of the logs and traces using Citrix tools, Wireshark, Fiddler, SAML debugger etc
• Answers advanced-level incoming customer support requests in a fast-paced environment, with issues that range from answering product questions to providing advanced technical support when the customer is having trouble using a product.
• This support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments
• Working on customer-based problems dealing with both the Escalation Team as well as Third Level development on reproducing and researching customers' issues, troubleshooting, debugging, documentation, building lab environments, Software maintenance, and testing
• Effectively understands the customer's environment, including research to determine the cause of the issue or problem, and performs advanced analysis to isolate problems of high complexity issues, with little or no instruction from team leads and/or management.
• Formal Mentor of less tenured engineers in the organization, generating career advancement and proven KPI improvement.
• Provides meaningful contributions to assigned projects/tasks (under minimal supervision)
• Documents cases, recommendations, and resolutions clearly in the CRM system, conducting case reviews and providing feedback to ensure quicker resolution.
• Continuously improves technical knowledge and skills through training and self-study.
• Contributes to Knowledge Center System - In addition to attaching relevant articles and creating new articles, expected to review and update existing articles to ensure accuracy.

Technologies handled

• Citrix SDWAN – Virtual WAN
• Citrix SDWAN – WAN Op
• Citrix Application Delivery Controller (Netscaler)
• Citrix Gateway – (SSL VPN, ICA, CVPN)
• Citrix Cloud
• Citrix Secure Web Gateway
• Citrix Web App Firewall
• Citrix Virtual Apps and Desktops

Roles and Responsibilities

• Second level of contact for Network trouble calls
• Network troubleshooting includes routers, switches, firewalls and load balancers
• Network related issues resolution through problem tickets
• Prepare necessary documents
• Working with higher level teams
• Joining multiple LOB calls for resolving production issues
• Change monitoring and installation of some changes
• Break fixing of Changes
• Running pre and post health checks on network devices
• Coordinate with vendors for dispatches / circuits
• First responder communication
• Engage Cisco support other TAC support
• Internal project handling assigned by lead/manager
• Managing and monitoring wireless access points and controllers through Cisco Prime
• Management
• Inventory tools
• Monitoring network for any alarms
• Escalation of critical issues to senior management

Roles and Responsibilities

• Operations and Maintenance of routers (Cisco 7600 series, Cisco 12000 series) and switches (Cisco 6509) for BSNL
• Installation and Configuration of new modules to the routers
• Troubleshooting of cases with co-ordination of Cisco TAC
• Troubleshooting of MPLS, L3 L2 circuits, internet customers, different bank customers in MPLS network
• Service provisioning of MPLS circuits, VPN circuits, L2 circuits to the internet customers, bank customers etc in BSNL National Internet Backbone (NIB)
• IOS installation and up-gradation in routers
• Installation of new modules to the routers
• Working in 24/7 shifts
• Onsite and Remote support for DEWA (Dubai Electricity and Water Authority) MPLS project
• Experience in security devices like ACS 1121, ASA 5520, ASA 5550 etc
• Experience in LMS

Projects handled

• Vijaya Bank Networking Project
• UBI - Tape Library Installation
• SIB - Server Installation
• HAL - Backup Implementation
• NDDB - Switch Installation
• Orissa State Co-operative Bank Networking Project
• C2IL - VAPT (Vulnerability Assessment and Penetration Testing)
• NIB – PMS (Provisioning Management Service) in BSNL
• Installation and configuration of routers , switches and modems on site
• Creation of network design documents for customers in MS visio
• Co-ordination of Site engineers with Vendors and Customers.