OBJECTIVE
To obtain an Intern position to utilize my skills and 3 years 8 months of work experience in the field of Computer Network Security.
PROFESSIONAL EXPERIENCE
Citrix R&D India Pvt Ltd, Bangalore, India.
Technical Support Engineer, May 2011 – July 2013.
• Provided technical assistance to customers on enterprise Citrix products via remote access, email and phone. This included configuration and break-fix scenarios to setup remote access for end users via Windows, MAC, mobile devices and tablets.
• Focused on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments.
• Isolated and provided resolutions to customer issues or qualified the customer issue for senior level assistance or other vendor assistance.
• Performed advanced problem analysis and isolated problems of a complex level of difficulty.
• Reproduced customer issues in house and published articles for in-house knowledge base.
• Documented customer problem information, recommendations and resolution in a clear and concise manner using CRM incident tracking system.
• Achieved and maintained targeted call statistics such as number of calls answered, number of cases closed or issues resolved, along with other established goals.
Microland Limited, Bangalore, India.
Network Engineer, November 2009 - April 2011
• Performed troubleshooting of Remote Access VPN, IPS, and Load Balancer (F5- Big-IP) issues.
• Handled Remote VPN issues for GE users from across the world at Incident Management level. Users were majorly from ASPAC, US and EMEA regions.
• Planned, Scripted and implemented various configuration changes on Nortel VPN Concentrator, Juniper SA-6500 VPN concentrator.
• Managed and performed troubleshooting of issues on 3COM/Tipping Point IPS devices, upgrade of digital vaccines and OS upgrades.
• Attained working knowledge of providing Remote access to web and client/server applications.
• Attained knowledge of IPSec, SSL VPN, Routing and switching, basic networking and internetworking concepts.
• Prepared Standard Operating Procedure (SOP) for Juniper SSL VPN. Solved high priority tickets within the SLA that includes conference calls with customers as well as business leaders.
EDUCATIONAL QUALIFICATION
• Master of Science in Telecommunications with GPA of 3.25 from University of Pittsburgh, Pittsburgh, PA. Anticipated: May 2015.
• Bachelor of Engineering in Electronics & Communication from N.M.A.M. Institute of Technology, Nitte, Karnataka, India with 72.67% in 2009.
PROFESSIONAL CERTIFICATIONS:
• Cisco Certified Network Associate (CCNA)
• Juniper Networks Certified Internet Associate (JNCIA-SSL)
• Cisco Certified Network Associate Security (CCNA Security)
TECHNICAL SKILLS
• Protocols: IPsec, SSL, TCP/IP, HTTP/HTTPS, RADIUS, LDAP, ICA, SAML, Kerberos.
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