Sudan Kumar

• Handling critical incidents and calls for premium plus accounts
• Developed and executed solutions to customer needs and drivers through hands-on engagement.
• End-to-end deployment of Zscaler modules after the initial roll out
• Proactive support based on Customer infrastructure
• Auditing the customer configuration and making it more resilient
• Educating the customer on best practices for the Zscaler modules and helping them to be self sufficient..
• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
• Engaged in tool and process improvements to streamline customer success activities and services.
• Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
• Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
• Wrote detailed technical documentation for company products.
• Presented technical presentations to clients to explain product features and benefits.
• Delivered technical presentations matching audience level of expertise to explain products and services to customers.
• Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.

• Resolving client issues on internet/intranet connectivity.
• Managing and maintaining the enterprise-level network.
• Implementation of new network devices and network setup.
• Created and maintained detailed network documentation, including network diagrams and device configurations
• Updated and maintained the company’s internal network infrastructure, resulting in improved network performance and reliability
• Performed network troubleshooting to identify and resolve network-related issues
• Troubleshot complex multi-vendor network service provider issues.
• Created VPN infrastructure and allowed for secure remote connections.

• ASA and security SME
• Responsibilities: Identifying the issue faced by customers on ASA and other security concepts
• Analyzing the logs as per the issues and providing resolutions.
• Managed, tracked, and coordinated problem resolution and escalation processes.

• Troubleshooting site-down scenarios and managing network access.
• Managing and maintaining the enterprise-level network.
• Handling day-to-day Firewall requests and configurations

Projects: Working on several Customer Specific Projects and also on new deployments and Migration of devices.

• KVM - Worked on migration of the Palo Alto devices from VMware to the new KVM environment.
• Sysco foods-Worked on the deployment of a new setup of web server and Virtual servers on F5.
• Evolve - Migration of devices, configuring a new device, and on-boarding into the Virtela network.
• BG Groups-Worked on new requirements from customers related to changes on the Firewall.

• TAC for Sonicwall Firewall.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Handled Small scale and Mid Scale enterprises.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.