Likitha R

• Coordinate and manage the closure of project and service tickets in alignment with company standards.
• Work closely with project managers, technicians, and vendors to gather required documentation for ticket closure.
• Monitor open tickets and follow up regularly to ensure timely resolution and closure.
• Verify that all project deliverables, including installation, testing, and documentation, are completed before closure.
• Maintain accurate ticket records and status updates in the project tracking system (e.g. ConnectWise, Jira, or ServiceNow).
• Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Maintained database and spreadsheets with accurate inventory and status.
• Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.

Troubleshooting issues related to firewall and network traffic.

• Handling RMA for all Strata products.

•Ability to work with customers to troubleshoot and resolve issues, as well as to create and maintain

documentation.

•Ability to work independently and as part of a team to meet deadlines and SLAs.

•Familiar with the Palo Alto Networks product families, including Panorama, PA-200, PA-220, PA-500,PA-800, PA-3000, PA5000, PA-5200, and VM series.

•Well versed with the packet flow of the firewall, debugging, flow basic,and analyzing tech support files.

• Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.