Kanchana Jayan V

• Network Monitoring and Troubleshooting:

- Proactively monitored, identified, analyzed, and reported network health and issues on the customer environment, Aryaka servers, and Core Networks.

- Diagnosed and resolved network-related issues promptly, minimizing downtime and ensuring uninterrupted operations.

- Utilized Linux command line interface to troubleshoot and check logs.

- Provided solutions to customer queries and issues on Salesforce.

• Customer Support:

- Provided prompt and professional technical support to end-users, addressing connectivity, configuration, and access issues through calls and emails.

- Maintained a high level of customer satisfaction and received positive feedback.

• Network Maintenance:

- Performed maintenance tasks such as firmware updates, failovers, kernel upgrades, and hardware replacements to ensure network reliability and security.

• Project Involvement:

- Contributed to network infrastructure projects and migrations by providing technical support, resulting in successful project completion within deadlines. - Involved server addition, deletion, addition/deletion of providers, and bulk upgrades.

- Provide technical support to Palo Alto Networks top customers.

- Handle escalations from junior members of the team.

- Enable new engineers on the floor with process and technical assistance.

- Provide technical support for Palo Alto Networks NGFW’s (physical and virtual) to customers and partners worldwide.

- Analyze existing & planned configurations and recommendations adjusting those configurations to optimal settings.

- Assist in configuration and troubleshooting concerning advanced features such as Firewall Administration, IPSec VPN, GlobalProtect SSL VPN, SSL Decryption (Forward Proxy & Inbound Inspection), Authentication (LDAP, RADIUS), Threat Prevention, URL Filtering, High Availability (Active-Passive & Active-Active), Routing, User Identification (User-ID Agent & Agentless), Network Latency, Hardware problems, Panorama, Log Collector.

- Provide fault isolation and root cause analysis for technical issues.

- Escalate unexpected behavior to Tier-3 Technical Support. - Replication of customer issues in a lab environment to research, find & advise optimal solutions.

- Comprehensive configuration of Palo Alto Networks NGFW’s for interoperability with other vendor products.