A PAVITHRAN
Bangalore, India Email: pavi17707@proton.me Contact: +91-9342497949
SUMMARY
Security professional with more than three years of experience in the field of Technical Support,
excelling in diagnosing & troubleshooting customer technical issues, configuration and deployment.
Working with high end customers as the first point of contact for Business impacting issues and
resolving technical problems via phone, mail and remote support.
Competent in quick & correct feedback to customers, documenting & closing all the issues, and
developing accurate and timely reports.
HIGHLIGHTS
Troubleshooting | Configuration and deployment | Experience in handling customer across the globe |
Documentation and engineering engagement | Proficient in TCP/IP concepts | Enhancement requests and
understanding customer requirement.
SKILLS
Network Security | Security Service Edge (SSE) | Troubleshooting | Configuration and Deployment |TCP/IP
protocols | Firewall |IPsec and SSL tunnels
WORK EXPERIENCE
BANGALORE, INDIA (MAY 2022- Present)
TECHNICAL SUPPORT ENGINEER FOR SKYHIGH SECURITY TAC
Key Qualifications & Responsibilities
Responsible as the first point of contact for Business impacting technical issues in customer
environment
Troubleshooting and documenting Critical severity incidents with Cloud PoP's and reporting to
engineering
Deployment and Troubleshooting of Skyhigh Security Cloud web gateway.
Deployment and troubleshooting Skyhigh Security Private access - ZTNA and RBI .
Deployment and troubleshooting Skyhigh Security Cloud Firewall .
Assessed opportunities to identify timely escalation while confirming critical problems are prioritized &
attended.
Lab replicating customer issues and raising to engineering.
Creating troubleshooting documents and playbooks for customer reference.
CSS CORP, CHENNAI, INDIA (SEPTEMBER 2021– MAY 2022)
SENIOR TECHNICAL SUPPORT ENGINEER FOR PALO ALTO TAC (SL1)
Key Qualifications & Responsibilities
As SL1- Engineer, I was responsible for handling Top 25 Accounts of Palo Alto Networks. Working with
Accounts Team to enhance customer experience for smooth onboarding as well as issue resolution.
Responsible as First Point of Contact For critical and Business Impacting issues for customers.
Provided assistance with Palo Alto firewall advanced configuration and deployment.
Troubleshooting TCP/IP Issues along with IPSEC deployment between site-site and remote location and
troubleshooting
Provide support with configuration and troubleshooting issues with logging and reporting with
Panorama VM, M-100, M-200, M-500 and M600 platforms
Collecting debug level logs for analysis and troubleshooting. Perform root cause analysis and provide
detailed report on the failure analysis to customers.
Performing Lab replication for resolution and further escalation.
Maintain SLA agreement for SL1 accounts and provide appropriate solutions.
Customer education on Palo Alto firewall best practices with policy configurations, threat deployment,
log forwarding, routine administration and management.
Provide training and guidance to new recruits. Creating troubleshooting documents for customer
reference.
CSS CORP, CHENNAI, INDIA (OCT 2020– OCT 2021)
TECHNICAL SUPPORT ENGINEER FOR PALO ALTO TAC
Key Qualifications & Responsibilities
Perform troubleshooting on all hardware and VM NGFW Palo Alto platforms.
Handling level 2 tickets for global customers and provide support in a timely manner and root cause
analysis if required.
Provided assistance with Palo Alto firewall advanced configuration and deployment
Assisting customers with URL filtering, DNS proxy, DNS Sinkhole and custom signatures.
Deploying SSL proxy (inbound & outbound) for decryption of SSL traffic.
Troubleshooting IPsec, GRE site to site VPNs.
Deployment and troubleshooting of Palo Alto Global protect VPN
Collecting debug level logs for analysis for escalating. Hardware knowledge of Palo Alto platforms.
Maintain service level agreement and manage support cases for correct documentation resolution and
follow-ups.
TECHNICAL SKILLS
VPN – IP-sec, SSL, GRE, GLOBAL PROTECT.
TCP/IP Protocol SUITE.
HTTP/HTTPS, PKI.
Routing – OSPF, BGP.
Authentication - LDAP, SAML, KERBEROS, NTLM, Radius.
VLAN, ARP, LACP, BFD, DNS, DHCP and Network Address Translation
Working Understanding of Zero Trust Network Access
Proxy - Forward Proxy & Reverse Proxy.
Remote Browser Isolation.
WEB DLP & ICAP
ACADEMICS
B.Tech: Electrical, Electronics And Communications Engineering from SRM UNIVERSITY - Chennai, INDIA
Higher Secondary: Computer Science Chinmaya Vidyalaya - Chennai
ACCREDITATIONS
PCNSE
