Zscaler Support to UK-based MNC by actively reporting, documenting, and troubleshooting the issue by engaging with customers on call.
Configuring and optimizing Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA) to secure and accelerate internet and application traffic.
Technical skills in troubleshooting for URL filtering, SSL inspection
Strong knowledge of App profile/forwarding profile creation and modification. PAC file creation and modification
Good technical skills to troubleshoot ZCC traffic.
Strong Knowledge on URL/Cloud categories.
Monitor Zscaler performance and make adjustments as needed to ensure optimal network connectivity and user experience.
Maintain detailed documentation of Zscaler configurations, design decisions, and troubleshooting procedures
Keep documentation up to date with any changes.
Creating, Presenting, and Sharing weekly Incident Reports and status to stakeholders and Clients over Stand-Up calls.
Excellent troubleshooting skills and ability to analyze and resolve complex issues.
NOC Engineer
HCL Technology
05.2019 - 10.2022
Directed and supervised multi-client environment under Cisco Umbrella.
Leveraged Zscaler Architecture (ZIA/ZPA), traffic flow to isolate and mitigate the Zscaler related incidents.
Supervised troubleshooting for URL filtering, SSL inspection, firewall traffics.
Strong knowledge on App profile creation, modification. Good knowledge on PAC file creation and modification.
Acquired technical proficiency to troubleshoot the issues on ZPA, ZIA and ZCC. Orchestrated URL/Cloud categories creation and modification.
Performed periodic health monitoring and maintenance of the security tool for the duration of the project.
Coordinated with solution vendor for product upgrades/security patches and troubleshooting product-related defects and issues.
Strong capability to define, execute and enforce key ITIL processes like incident, problem and change management.
Oversaw in Planning, Scheduling, Tracking and Reporting of simple project timelines/milestones using collaboration tools such as ServiceNow / BMC. Remedy.
Associate Analyst
Vaco Binary Semantics LLP
02.2018 - 11.2018
Diligent anutilizingr-oriented Service Desk professional with hands-on experience delivering high-quality technical support to end-users.
Proficient in diagnosing and resolving diverse hardware, software, and network issues, adhering to ITIL best practices.
Skilled in utilising ticketing systems and remote support tools to ensure prompt incident resolution, manage service requests, and enhance user satisfaction.
Education
Bachelor of Technology - Civil Engineering
DR APJ Abdul Kalam Technical University
Lucknow, India
07-2017
Intermediate - Science Education
Army Public School
Lucknow, India
04-2013
High School -
Army Public School
Lucknow, India
04-2011
Skills
Zscaler (ZIA & ZPA)
Information Security
NOC Support
ServiceNow
Cisco Switches
ITIL: Incident & Change Management
Incident Response
Certification
CCNA R&S
ZTCA, Zscaler Browser Isolation (EDU-233), Zscaler Data Protection (EDU-220)
Incident Manager at Orange Business Services (ManpowerGroup Services India Pvt. Ltd.)Incident Manager at Orange Business Services (ManpowerGroup Services India Pvt. Ltd.)