Madhu Parmar

• Dealing with forcepoint Web security cloud, on-prem and hybrid products.
• Provided technical support to customers by troubleshooting and resolving hardware and software issues.
• Analyzed system logs for potential problems or errors related to system performance or security threats.
• Resolved complex technical problems through root cause analysis techniques.
• Analyzing pcap on wireshark and troubleshooting the issue.
• Adapted communication style to effectively convey technical information to non-technical audiences.
• Meeting SLA as per the company’s standard.
• Dealing with customer advocates, TAMs, and sales teams separately for any type of POC-related cases and also handling escalated issues.
• Collaborated with engineering and product teams to identify and rectify recurring technical issues.
• Prioritizing the premium, enterprise, essential, and enhanced customer in a timely manner via call, email, or remote session.

• Monitored server performance metrics using various tools like SolarWinds, Splunk, andGrafana.
• Incident Management using ticketing tools like Jira and PagerDutty.
• Created detailed documentation of network configurations and changes.
• Implemented patches and updates to ensure system stability and security.

• Identified security threats, vulnerabilities, and potential malicious activities through log analysis.
• Monitored network traffic for suspicious activity using SIEM tools such as Splunk and solarwinds.

· Working on FortiGate Firewalls with Seccom Global Company (Project).

· Global Support to FortiGate Firewalls partners.

· Troubleshooting and configuration of FortiGate Firewall.

• Providing Email, Phone, and chat support to global customers on Network Security products
• Troubleshooting on UTM and XG Firewalls (Security appliance that includes DNS, DHCP VPN, IPS/IDS, Rules, Routing, Email, Web, and application security, Wireless, etc.) configuration and networking-related technical issues.
• Analyzing and troubleshooting Sophos UTM Manager & Firewall Manager (Centralized devices to manage multiple firewalls).
• Technical troubleshooting on Cloud gateway (Web and Email).
• Analyzing and working on Sophos Web appliance and Email appliance.
• Managed ticketing system to track, prioritize, and resolve customer support requests.
• Analysis of case issues by reading logs in firewall GUI and the backend using Linux commands.
• Detailed analysis of the packets using Wireshark log, system events & relevant error/warn messages.
• Providing support for technical issues with clear communication skills & customer handling skills.
• Troubleshooting the issues with logical, strong, and complex technical analysis.
• Recreating the technical scenarios and testing of the reported issues in a lab environment.
• Handling sales team technical cases with good analytical skills and good judgment.
• Priorities cases based on SLA levels such as Platinum, Premium & Standard and provide email or phone support in an accurate & timely manner.

• Technical troubleshooting on Lease line and broadband issues.
• Setting up proper frequency on wireless devices from GUI (Ubiquiti devices).
• Configuration and troubleshooting of Routing protocols and switching, NAT/PAT, ACLs, etc. on Cisco switches and routers.
• Proactive calling to customers when wireless devices are down or issues at the hop.
• Provided technical support to internal staff members regarding hardware setup and configuration.
• Leading entire Saurashtra and Kutch regions engineers with proper guidance on technical issues.