WORK EXPERIENCE
Sophos | Technical Support Engineer L1
Jan 2022 - Jan 2023 | Vancouver, British Columbia, Canada
- Evaluate, Break-fix, test and maintain Sophos XG firewalls.
- Expertise in monitoring network-based IDS/IPS technologies.
- Provide advance troubleshooting via remote session to customer’s environment towards a resolution that includes: installation issues, network troubleshooting, OS configuration for Sophos appliances.
- Evaluate and install operating system software and applications on various Sophos appliances based on customer’s requirements.
- Configure and troubleshoot various VPN (Remote& Site-to-Site) issues inside Sophos to various other vendors.
- Proficient in configuring and troubleshooting Sophos Email gateway & Web gateway.
- Configure SD-WAN and Route based VPN according to customer requirements.
- Reproducing issues in the lab environment and escalating to the development.
- Working quickly and effectively to act against requests and incidents of escalated issues.
- Working with Sophos partners, premium customers to resolve firewall & email issues.
- Responsible for providing technical support for issues related to Sophos XG, Sophos UTM, WAF(web application firewall), Sophos email & Web appliances and Sophos central email protection.
Rogers communications | Technical support Tier 1
April 2018 – 2022 Jan | Moncton, Canada
HCL Technologies | Lead Engineer
July 2015 – Sep 2016 | Chennai, Tamil Nadu, India
- Worked in Feature Regression Testing in ASR And CSR routers such as ASR1000, ASR1000x, ASR1004, ASR1006, ASR1013 devices and CSR Virtual Routers.
- Involved in Manual testing to simulate the issues faced by the customers and automate those scenarios by writing scripts in TCL.
- Involved in fixing script issues while integrating them into the Test beds.
- Running the automated scripts regressively and filing bugs against Cisco IOS images to improve the quality of the images.
- To Analyze defect and Zero-in on the type of defect, whether it is a defect on the IOS or defect with the script and to log defects accordingly.
- Used to fix issues reported on TCL scripts in behavior changes in existing features.
- Test case execution, defect logging and tracking and daily reporting activities.
- Mentoring New Joiners.
Tata communications transformation services | Exécutive
July 2011 to July 2015 | Chennai, Tamil Nadu, India
- Troubleshooting Routing protocols issues in BGP, MPLS & OSPF for customer CPE as well as provider end routers.
- Troubleshooting Network outages like Slot failures in Provider Routers (Cisco & Juniper routers), BRAS (Juniper Routers), DSLAM and ATM equipment (Alcatel ATM switches).
- Troubleshooting the Quality, Circuit down, HSRP related issues and IOS related issues.
- Slowness, Packet loss, Link flap issues in IP-VPN, IP-Sec and Internet connections.
- Physical line and hardware issues in routers for MPLS-VPN, Internet, and carrier circuits.
- Analyzing and troubleshooting the ISDN, VOIP and IP Services.
- Operations of Nortel DMS 100, Nortel VOIP CS2K, Ericsson AXE 10 and PVG.
- Daily routine checks up on the switches and Inter switch Routing Check.
- Analyzing and troubleshooting the destination unreachable issues (National & International).
- Coordinate with Field Engineers and Other OLO & Network Surveillance in 24x7 environments.
- Managing 3 NOC domains - IP, Transmission & Voice doing service assurance and service fulfillment activities.
- Acting as 2nd level of escalation for NOC &Coordinate with Level 3 and Level 1 Engineers.
