L.Rohith Kumar Reddy

Dedicated Support Engineer with proven expertise in troubleshooting system, network, and application-level issues, ensuring high service availability and customer satisfaction. Skilled in tools like Wireshark, NMAP, and Burp Suite, with hands-on experience handling Palo Alto TAC cases across GlobalProtect, Prisma Access, and Next-Gen Firewalls. Adept at RCA, incident triage, and cross-functional collaboration to deliver timely solutions and enhance support efficiency.

Support Engineer - TEK SYSTEMS GLOBAL SERVICES - Bangalore, India

(2024-01)

• Provided L1+ technical support for Palo Alto GlobalProtect VPN, Prisma SDWAN, Firewalls.
• Troubleshoot GlobalProtect connectivity issues including authentication failures, certificate errors, and split-tunnel misconfigurations.
• Handle P1 and P2 outages, conducting initial troubleshooting on Network devices.
• Reduced average resolution time for GlobalProtect cases by creating proactive KB documentation.
• Monitor events and tickets related to Networks, Circuits, Servers.
• Performed IAM server reboot activities and monitored system availability to ensure minimal downtime and smooth service restoration.
• Documented troubleshooting steps and resolutions in the knowledge base to improve future case handling.
• Handling hardware management request such as data and voice port, UPS installation and replacement, Video conferencing equipment management.
• Managed and responded to security incidents using Microsoft Entra ID and Microsoft Azure services to ensure secure access and system protection.
• Learned and worked on basic configuration of Palo Alto Networks firewalls.
• Understanding of TCP/IP, subnetting, and network security fundamentals.
• Monitored firewall logs and traffic using Palo Alto management interface.

Bachelor of Technology - Presidency University (2020-01 - 2024-01)

Board of Intermediate - Krishna Chaitanya Junior College (2018-01 - 2020-01)

SSC Board - St Mary's EM high School (2017-01 - 2017-01)