Support Escalation Engineer Resume

TECHNICAL SKILLS

Protocols: VLAN, VTP, STP, HSRP, VRRP, EIGRP, OSPF, RIP, BGP, IPSec VPN, SIP, CDN, TCP/IP, TLS, LDAP, DNS, DHCP

Analysis Tools: Confidential Tools (Excel, SQL 2008/2012, Visio), Text Tool Analysis, Wireshark / Netmon, SQL Server Management Studio, ProcMon, ProcDump, Snooper, Fiddler, Azure CLI, Bash.

Devices: Cisco Routers & Switches, Cisco ASA series, Checkpoint & Palo Alto Firewalls and F5 BIG - IP.

Programming/Automation: SQL, Java, Python, Powershell, Linux, Kubernetes.

Servers & OS: Windows 7 & 10, Windows Server 2008/2012/2016 , Active Directory, Skype for Business/ Lync Server, Exchange Server, Azure Active Directory, SQL Server, Group Policy

PROFESSIONAL EXPERIENCE

Confidential

Support Escalation Engineer

Responsibilities:

Install, configure, support and troubleshoot issues related to Confidential technologies e.g Confidential Azure, Skype for Business Server/Client, Skype for Business Hybrid, Confidential Exchange and Exchange Online etc.
Configuration of OAuth between Skype for Business Server (On prem /Online) and Exchange (On-prem/Online).
Provide technical support on issues experienced with Confidential technologies using Powershell Scripts.
Using CLS logs, Event logs and other server generated logs and traces for troubleshooting and isolation of issues.
Troubleshooting UDP and TCP/TLS related connectivity issues regarding access-list rules on Cisco ASA, Checkpoint Firewalls.
Troubleshooting Applications like Skype for Business client and Outlook on desktops including virtual environments like VMWare & Citrix.
Responsible for providing timely, world-class customer support to Confidential Premier customers.
Troubleshooting of media connectivity issues for RTP packets for audio, video and application sharing sessions.
Build customer loyalty and high customer satisfaction by representing Confidential and by providing reactive and proactive services to ensure customer success with Confidential software.
Reviewing customer’s Infrastructure Environment and giving recommendations or plans for changes.
Troubleshooting Autodiscover and Exchange Web Services related issues.
Deployment of Azure VMs and management of RBAC for Azure users and Administrators.
Troubleshooting of Authentication related issues with Azure Identity, AD and ADFS.
Troubleshooting of Authentication with SAML with third party IDP like Ping Federate & Okta.
Administration of Multi Factor Authentication for users in Azure and Office 365 services.
Help with Migration of On-Prem infrastructure into Confidential O365.
Engage product development to help solve problems quickly; triage and take ownership of cases that meet escalation guidelines or triggers.
Manage operational responsibilities, provide business reviews and scorecards, and develop action plans to address support issues.
Handle all support situations that arise and effectively utilize company-wide resources to resolve customer and partner issues.

Confidential

Network/Security Build Engineer

Responsibilities:

TCP/IP trouble shooting, subnetting, and routing
Design, Planning and Implementation of Network Security Devices like Firewall.
Configuration of Juniper Routers, Firewall.
Documentation of procedures and practices of all installation and troubleshooting activities.
Planning and Design Perimeter Security.

Confidential

Network /Security Engineer

Responsibilities:

Collect and analyse requirements for network design, planning and implementation.
Assess, test, recommend, Prepare Network Design using Visio and implement Network Solutions.
Upgrade of IOS and ASA image on cisco routers, switches and firewalls to meet PCI audit conditions.
Loading of security licence on cisco routers and firewalls to enable certain security features
Configuration of Routing protocols like EIGRP, OSPF, BGP etc.
Initiate and maintain vendor relationships on all network hardware and software
Troubleshooting of Cisco and Arbuba Airwave and Cisco Access Points.
Configuration and troubleshooting of Cisco 5520 Wiress LAN Controller.
On a team designing a document tracking system using Java coding.
Understudying and editing/debugging some already existing Java codes.
Change management, approval and implementation at off business period on production Network.
Documentation and update of network changes to meet PCI audit requirements.

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