Keerthana P

Project 2: Zscaler & Netskope (Mar 2021 - Present)

• Designed and maintained enterprise SASE architecture using Zscaler (ZIA, ZPA, ZDX) and Netskope.
• Embedded Zero Trust principles into corporate network and cloud environments.
• Configured Zscaler with Azure AD and endpoint security for posture-based access control.
• Managed policy creation, SSL inspection, and threat prevention to enhance network security.
• Led Zscaler client connector upgrades and tunnel migration (V1.0 → V2.0).
• Deployed app connectors, application segmentation, and policy creation.
• Created ZDX probes to identify and analyze latency issues, improving user experience.
• Implemented Sub-Cloud configurations to optimize traffic routing and reduce latency.
• Migrated 15k+ users from Zscaler to Netskope with zero downtime.
• Designed disaster recovery mechanisms to ensure high availability and minimize downtime.
• Partnered with vendors to troubleshoot and optimize SASE components.

Project 1: NICE & Verint Implementation (Jan 2020 - Mar 2021)

• Provided L2/L3 support for NICE and Verint platforms.
• Troubleshot voice and screen recording issues across NICE Engage and Verint 15.2.
• Coordinated escalations with OEMs (NICE, AVAYA, Verint, LiveVox, AWS).
• Implemented cloud projects related to AWS and LiveVox.
• Acted as SME for Change Management: onboarding new businesses, raising change requests, approvals, and UAT.

• Provided L1/L2 support for NICE Engage, NICE NTR, and Avaya AWFOS.
• Conducted quarterly health checks on NICE servers (performance, logs, DB space, alarms).
• Troubleshot VOIP recording, CTI events, SIP/RTP packets, and screen recording issues.
• Delivered RCA reports to customers post-resolution.
• Supported NICE Trading Recording (NTR) and Avaya AWFOS including agent onboarding, patch upgrades, and license installations.
• Key Project: JIO NICE Engage 6.10 Migration
• Migrated from NIM 4.1 to NICE Engage 6.10 in a multi-data center failover environment.
• Configured Cisco ICM integration, encryption, and SSL across application, database, and AIR recorders.