SUPRITHA S
Palo Alto Networks Technical Assistance Center (TAC)
Mysore
Summary
Experienced Technical Support Engineer with 2 years at Palo Alto Networks TAC in Bangalore, providing global support for high-profile enterprise clients. Proven ability to manage SLAs while resolving complex issues across networking, VPN, and firewall domains. Skilled in IPSec VPNs, GRE tunnels, GlobalProtect (User-logon, Pre-logon, On-demand), and Panorama-based firewall management. Expertise in troubleshooting security incidents using PCAPs, Global Counters, and SSL handshake analysis. Strong understanding of High Availability (HA), authentication systems (SAML, LDAP), and Palo Alto firewall hardware and virtual environments. Certified PCNSE with hands-on knowledge in routing protocols (BGP, OSPF, Static), App-ID, User-ID, URL filtering, and SSL decryption.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
PALO ALTO-TAC
Technical Support Engineer
07.2023 - Current
- - Provide technical support to global enterprise clients, ensuring SLA adherence and quick resolution for critical security issues.
- - Diagnose and resolve VPN-related issues including IPSec, SSL VPNs, and GRE tunnels, supporting seamless client access through GlobalProtect.
- - Manage and troubleshoot security policies, profiles, and firewall configurations via Panorama.
- - Handle advanced firewall models (PA-800, 450, 3050, 3020, 5400), addressing both hardware and VM-based deployments.
- - Perform traffic flow analysis using PCAPs and Global Counters to identify root causes of connectivity and performance issues.
- - Work with HA (High Availability) deployments, validating synchronization and failover mechanisms in complex environments.
- - Collaborate with internal teams and engineering to provide detailed root cause analysis (RCA) and continuous support improvements.
Education
Bachelor of Engineering - Computer Science
MAHARAJA INSITUTE OF TECHNOLOGY THANDAVPURA
Mysore, India 09.2019 - 08.2023
Skills
- Networking & Protocols: TCP/IP, DHCP, DNS, ARP, BGP, OSPF, Static Routing, Policy-Based Forwarding (PBF)
- Firewall & Security: Palo Alto Firewalls (PA-800, 450, 3050, 3020, 5400), SSL Decryption, URL Filtering, Security Profiles, App-ID, User-ID
- VPN Technologies: IPSec VPN, SSL VPN, GRE Tunnels, GlobalProtect (User-logon, Pre-logon, On-demand)
- Authentication & Access: SAML, LDAP integration, VPN Authentication
- Troubleshooting Tools: Packet Captures (PCAP), Global Counters, SSL Handshake Analysis
- Tools & Platforms: SFDC, JIRA, Wireshark, CLI tools
- Operating Systems: Linux (Root access)
Certification
PCNSE
Timeline
PALO ALTO-TAC
Technical Support Engineer
07.2023 - Current
Bachelor of Engineering - Computer Science
MAHARAJA INSITUTE OF TECHNOLOGY THANDAVPURA
09.2019 - 08.2023
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