KANNAN K
Senior Escalation Engineer
Bengaluru,Karnataka
Summary
Seasoned Senior Escalation Engineer with extensive experience in high-pressure environments, specializing in critical problems resolution and advanced customer interaction. Adapt at analyzing complex technical issues, providing clear and effective communication, and delivering innovative solutions. Proven ability to manage escalations with precision, ensuring customer satisfaction and operational excellence. Committed to driving success in challenging technical landscapes.
Overview
12
12
years of professional experience
2019
2019
years of post-secondary education
Work History
Senior Escalation Engineer
Forcepoint
03.2023 - 01.2025
- Led the resolution of high-priority escalation tickets, collaborating directly with customers to resolve critical issues
- Participated in P1 (priority one) calls with customers to address urgent concerns effectively
- Conducted code reviews during troubleshooting to identify root causes and proposed solutions
- Partnered with engineering teams to file and resolve bug tickets, ensuring timely deployment of fixes
- Monitored system alerts and collaborated with the DevOps team to address outages and anomalies with urgency
- Represented escalation cases in Patch CAB meetings to prioritize bug fixes and product improvements
- Presented detailed analysis of issues during internal bug triage meetings to drive resolution
- Coordinated with QA teams to prioritize testing and validation of critical bug fixes
- Drafted feature requests, outlining use cases and value propositions for the product management team
- Facilitated team collaboration through regular discussions on open escalations, driving cases to closure
- Conducted knowledge transfer sessions to enhance team expertise and efficiency
- Recognized with the Best Performance Award in 2024 for exceptional contributions to customer satisfaction and operational excellence
Principal Technical Support Engineer
Forcepoint
09.2021 - 03.2023
- Provided expert support for Forcepoint Cloud Security Gateway (CSG) solutions, ensuring swift and effective resolution of customer issues based on priority and SLA requirements
- Acted as a backline engineer, managing escalated cases and delivering comprehensive technical solutions for complex challenges
- Trained and mentored team members on Forcepoint solutions, enhancing their technical proficiency and accelerating issue resolution
- Authored detailed knowledge base articles to empower customers and employees with quick solutions to known issues
- Delivered tailored step-by-step guidance for customers to upgrade and optimize web security solutions, aligning with unique network architectures
- Collaborated with the escalation team to report and resolve product bugs, prioritizing customer impact and ensuring timely fixes
- Expertly managed escalations related to Cloud Access Security Broker (CASB), addressing critical issues and driving resolutions within SLA guidelines
- Played a pivotal role in handling CASB escalations, providing deep technical expertise to resolve high-priority cases and enhance customer satisfaction
Senior Administrator
Wipro Technology
03.2017 - 07.2018
- Managed and troubleshot Checkpoint and Palo Alto Networks firewalls, Cisco WSA (Web Security Appliance), and CWSA (Cloud Web Security Appliance)
- Configured and resolved IPsec and SSL VPN issues on Cisco ASA for secure connectivity
- Participated in rapid response calls to address high-priority incidents and ensure swift resolution
- Oversaw Data Center operations for perimeter devices and facilitated seamless account transitions for operational support
- Conducted firewall upgrades adhering to security best practices
- Joined Priority one calls and driven it to a resolution within the SLA
- Delivered root cause analysis (RCA) for major incidents and adhered to defined quality and security processes
- Trained new team members and documented knowledge updates to ensure operational consistency
Technical Support Associate
Raksha Technologies Pvt. Limited
08.2012 - 03.2017
- Deployed and maintained firewalls with load balancing and redundancy features, supporting government and enterprise organizations
- Configured and managed site-to-site IPsec VPNs and SSL VPNs, ensuring secure and efficient connectivity for distributed offices
- Implemented web filtering, application filtering, and content filtering solutions using Fortigate, SonicWall, Sophos, and IWSVA appliances
- Designed a heat map to optimize wireless access points for an e-commerce client with over 3,000 users, improving network performance
- Performed firewall upgrades and maintenance for Fortigate, Checkpoint, and Palo Alto devices, ensuring robust security infrastructure
- Analyzed packet captures to troubleshoot and resolve complex network issues effectively
- Configured and maintained internet access restrictions and user policies aligned with organizational requirements
- Configured SSL VPN for manufacturing company which does the host check like AV Updation & OS check
Education
Master of Science - Full Time in Network Security
Middlesex University
London 04.2001 - 01.2011
B.TECH - Information Technology
Maharaja Engineering College
03-2009
Technicalskills
Officescan, Mcafee, Symantec Endpoint Protection, Palo Alto (Panorama), NGF (Next Generation Firewall), Checkpoint Firewall, Fortigate, Sophos, Cisco ASA (VPN), Zscaler, Cisco WSA, Forcepoint(SWG), Solarwinds, Forward and Reverse Proxy, ZTNA (CASB), Basic Administrator knowledge
Timeline
Senior Escalation Engineer
Forcepoint
03.2023 - 01.2025
Principal Technical Support Engineer
Forcepoint
09.2021 - 03.2023
Senior Administrator
Wipro Technology
03.2017 - 07.2018
Technical Support Associate
Raksha Technologies Pvt. Limited
08.2012 - 03.2017
Master of Science - Full Time in Network Security
Middlesex University
04.2001 - 01.2011
B.TECH - Information Technology
Maharaja Engineering College
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