Medhawani Harchand
Technical Support Engineer
Bengaluru
Summary
To advance in my career in cutting-edge and challenging environments that will enable me to develop and use my technical, professional, and academic skills to the fullest to achieve the goals of the business and myself.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
Salesforce
09.2024 - Current
- Knowledge on Network Protocols, Network Security, and End Point Security.
- Managing and troubleshooting Linux.
- Deep knowledge of SSL/TLS, DNS, TCP, CDN, and HTTP/HTTPS, IPSEC, FTP, SMTP.
- Good knowledge of Authentication protocol LDAP, AD.
- Resolving Tableau Server, Cloud issues Which includes web rewrite, routing, DNS, SSL/TLS, publishing datasource, and performance issues.
- Monitoring servers performance and analyzing them for optimized use.
- Working on log analysis to find root cause of issue using tools: Wireshark, Fiddler, Process Monitor, Trace route, MTR, Ping and Command Prompt.
- Developing and maintaining comprehensive documentation for troubleshooting procedures and technical resolutions.
Associate Security Analyst
TechMahindra
10.2021 - 06.2024
- Responsible for L3, L4, and L7 VPN issues, which included compliance check, web rewrite, AD, ARP, DNS, DHCP, routing, RDP issues (terminal service, HTML5 access), SSL, firmware upgrade, cluster issues, and performance issues.
- Worked on critical and enterprise account escalation and cases in coordination with the sales and account teams for POC and implementation.
- Worked on log analysis to find root cause of issue using tools: Wireshark, Fiddler, Process Monitor, and Command Prompt.
- Raised bugs with the development team and effectively collaborated with the QA team for in-house issue replication and testing.
- Educated the new hires for production readiness and mentored them for challenging issues and environments.
NOC Engineer
Wibro Solutions Pvt Ltd.
08.2020 - 10.2021
- Responsible for handling the Infra of Wibro Technologies.
- Actively worked on SonicWALL firewall deployment, upgrade, configuration, managing the firewall, SSL VPN, and troubleshooting.
- Take ownership of customer issues and follow through until resolution, ensuring customer satisfaction and retention.
- Document interactions, including issue details, troubleshooting steps, and solutions provided.
- Provide advanced troubleshooting via remote sessions to modify the customer's environment towards a resolution that includes installation issues, best practice configuration, network troubleshooting, and configuration.
- Collaborate with senior support teams to escalate complex or critical issues that require advanced troubleshooting.
- Trained the new joiners into the respective products and their corresponding technologies.
Education
B. Tech -
Punjab Technical University
Skills
DNS
DHCP
Routing
Switching
VPN
Load Balancers
Linux
End Point Security
Proxy
Accomplishments
- Received award for highest CSAT score in the Ivanti customer satisfaction survey.
- Received many appreciations from customers for handling their technical issues.
- Certified Pulse Secure Technical Expert.
- Certified AI Associate.
Timeline
Technical Support Engineer
Salesforce
09.2024 - Current
Associate Security Analyst
TechMahindra
10.2021 - 06.2024
NOC Engineer
Wibro Solutions Pvt Ltd.
08.2020 - 10.2021
B. Tech -
Punjab Technical University