Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Talank S

Technical Support Engineer-2
Bangalore

Summary

A highly motivated and adaptable Technical Support Engineer with advanced training and experience in handling Networking break-fix scenarios. Uses excellent troubleshooting and diagnostic abilities to trace faults and implement solutions. Highly skilled with Firewall and networking. Hands on experience in implementing and troubleshooting various issues in the Network.

Overview

5
5
years of professional experience
6
6
years of post-secondary education
4
4
Certifications

Work History

Technical Support Engineer-2

Fortinet
05.2025 - Current

Senior Tech Architect

HCL Tech
04.2024 - 04.2025
  • Providing Technical Support to Top 10 Priority Accounts and Critical Cases.
  • Research and Provide timely Updates to the customer to ensure the SLA Is not breached.
  • Analyze the Tech Support File and Wireshark trace files.
  • Maintain Lab Environment to reproduce the Issue In House.
  • Mentoring Juniors and assisting them with their cases.
  • Technical Lead- Handled a Team of 7 Engineer's, Helping them Technically and Validating Escalation Templates.
  • Involved In KCS Coaching and Document Publications Internally.
  • Timely Technical Audits to drive Cases to Resolution.

Senior Technical Support Engineer

Citrix
05.2022 - 04.2024
  • Providing Technical Support to Global Enterprise Customers of Palo Alto Networks.
  • Resolve the Support cases received via Web and through calls.
  • Replicate customer environments to reproduce unresolved issues and recommend solutions to optimize the network.
  • Suggesting the best practice steps, configuring and monitoring crucial security devices such as Firewalls and Network management device such as Panorama for smooth operations.
  • Investigate Root Cause Analysis of the incident and convey the preventive measures to avoid a reoccurrence.
  • Supporting Global Enterprise Customers with break-fix technologies like Site to Site VPN, Global Protect SSL VPN & Clientless VPN, App-ID, High Availability, Troubleshooting traffic anomalies, Security/NAT rule design.
  • Handling Premium Service Level 1 Customers of Palo Alto Networks.
  • Handling Premium RMA cases of SL1 and Platinum customers of Palo Alto Networks.
  • Fielded weekend calls and out-of-hours emergencies with on-call rotation.
  • Research and Provide timely update to the customers to ensure the SLA is not breached.
  • Analyze the Tech Support File and provide log analysis to the customers.
  • Creating an Escalation Template that was matching with the Engineering BUG template thereby reducing the time to review the escalations.
  • Mentoring juniors and assisting them with their cases.
  • Worked on Salesforce and Jira.

Technical Support Engineer

iOPEX Technologies ( Palo Alto Networks )
05.2020 - 05.2022
  • A highly motivated and adaptable Technical Support Engineer with advanced training and experience in handling Networking break-fix scenarios.
  • Uses excellent troubleshooting and diagnostic abilities to trace faults and implement solutions.
  • Highly skilled with Firewall and networking.
  • Hands on experience in implementing and troubleshooting various issues in the Network.
  • Rapid Career Progression: Advanced from technical Support Engineer to Senior Technical Support Engineer, Handling Top 10 priority Accounts and Critical Cases.
  • Achieved a 30% Improvement In Case Resolution Time.
  • Cross-Functional Collaboration: Played a Pivotal role In a high-performing Netscaler and Gateway Technical Support Team, Collaborating seamlessly with Technical Account Manager's which resulted In exceptional Support Delivery and Customer Satisfaction.
  • Crisis Management: Maintained Professionalism and composure In High-Stress situations, Navigating and Resolving challenges posed by Demanding customer's.
  • Recognized for resolving Critical Incidents, Minimizing Downtime, and Ensuring Customer Loyalty.
  • Involvement on KCS ( Knowledge Creation Services ) to create Knowledge Base articles for newly discovered Issues.
  • Use Diagnostic tools such as Wireshark and Graffana to troubleshoot complex Network Issues and provide RCA.
  • Maintain Lab Environment to Simulate and Resolve Issues.

Education

Bachelors of Engineering - Electrical and Electronics Engineering

Presidency University
06.2016 - 05.2020

Pre-University - Science

MES PU College
06.2014 - 05.2016

Tenth Grade - ICSE

Baldwin Boy's High School

Skills

Technical Troubleshooting

Linux

Load Balancing

GSLB

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Certification

PCNSE (Palo Alto Networks Certified Network Security Engineer), 06/23, Palo Alto Networks

Timeline

Technical Support Engineer-2

Fortinet
05.2025 - Current

Senior Tech Architect

HCL Tech
04.2024 - 04.2025

Senior Technical Support Engineer

Citrix
05.2022 - 04.2024

Technical Support Engineer

iOPEX Technologies ( Palo Alto Networks )
05.2020 - 05.2022

Bachelors of Engineering - Electrical and Electronics Engineering

Presidency University
06.2016 - 05.2020

Pre-University - Science

MES PU College
06.2014 - 05.2016

Tenth Grade - ICSE

Baldwin Boy's High School

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Talank STechnical Support Engineer-2