Sudarshan Thirumalai
Bangalore,India
Summary
Technical Support Senior Engineer with 3.2 years of experience in helping clients maintain smooth operations. Commended for rapidly analyzing a network and resolving downtime and efficiently integrating new network components.
Overview
7
7
years of professional experience
Work History
Technical Support Senior Engineer
Sonicwall Technology Systems India Private Limited
Bangalore, Karnataka
05.2019 - Current
- Take ownership of technically complex customer reported issues from web and phone, have worked closely with the customer until it is completely resolved.
- Adhere to SLA.
- Handling internal, sales and C-level escalation.
- On a daily basis provided my expertise in troubleshooting issues related to the following services provided by our products.
- Setup the test environments as necessary for replication of the customer reported issues and provide the documentation on these steps.
- Supported SonicOS 6.5/7 - TZ(SMB), NSA(Enterprise) firewalls, and Wireless Access Points - SonicWave and SonicPoint Series.
- Understanding on - LAN, WAN, DHCP, DNS, HTTP, TCP/IP, IPSec
- Worked for technical writing team and assisted with technical knowledge base article.
Student Intern
IBM
Bangalore
07.2017 - 07.2017
- NOC Operations for IT Infrastructure Management
- Gained full visibility in Data centre
Education
B.E - Information Science Engineering
New Horizon College of Engineering
Bangalore 04.2001 -
PUC - PCMC
Sri Bhagawan Mahaveer Jain College
Bangalore 04.2001 -
Schooling -
Venkat International Public School
Bangalore 04.2001 -
Skills
Customer Experience
Languages
English, Telugu, Kannada, Tamil and Hindi
Accomplishments
- Certificate of Recognition - Discretionary Effort (Spot Award)
- CVA - Customer Survey Award
- Certificate - SonicWall Network Security Administrator SonicOS 7
- Mentored Entrants & Interns
- Beta-Testing
Timeline
Technical Support Senior Engineer
Sonicwall Technology Systems India Private Limited
05.2019 - Current
Student Intern
IBM
07.2017 - 07.2017
B.E - Information Science Engineering
New Horizon College of Engineering
04.2001 -
PUC - PCMC
Sri Bhagawan Mahaveer Jain College
04.2001 -
Schooling -
Venkat International Public School
04.2001 -
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