SOUNDHARYA S

• Configured, managed, and troubleshooted Palo Alto Firewalls.
• Implemented security policies, NAT, IPsec, VPN and URL Filtering configurations.
• Monitored firewall performance and packet captures to troubleshoot network issues.
• Supported and provided quick technical assistance to customers via email, phone calls, and Zoom meetings.
• Configured and optimized complex network infrastructure and security policies.
• Proficient in networking protocols: TCP/IP, HTTP, HTTPS, UDP, and SSL/TLS.

Key Achievements:

• Successfully resolved over 400+ customer support tickets, resulting in a 95% customer satisfaction rate.
• Implemented a new troubleshooting protocol that reduced the average resolution time by 20%.

• Provided technical assistance for SolarWinds modules: NPM, NCM, and SAM.
• Knowledge of SQL, SNMP, monitoring tools, databases, and the Orion platform.

Key Achievements:

• Awarded the Standing Ovation Award for outstanding contributions to the company's success, recognized by leadership for exceptional performance and dedication.

• Implemented strategic customer success plans to drive product adoption and satisfaction.
• Acted as the main contact for key accounts, ensuring effective communication.
• Analyzed customer data to identify trends and growth opportunities.
• Coordinated with cross-functional teams to resolve customer issues.
• Conducted regular check-ins and reviews with customers.
• Managed customer feedback loop for product development alignment.