Suresh Kumar M

Experience

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  HCL Infosystems Ltd

  Jan 2000 - Jan 2005

  Customer engineer

  • Headed a team of 7 members and a potential area of customers in Delhi• Responsible installing Firewall, mail servers, Proxy servers, LAN and maintaining it• Providing telephonic guidance, support and In-house training for team the members • Responsible for day to day activities of helpdesk and support services• Conducting team meeting, discussing with team & come out with solutions needed • Reviewing team members weekly on performance & providing monthly statistical data to the management on team’s performance• Planning and execution of strategies to achieve Zero-Defect (ZD)• Conducting internal audit for peer-teams on documentation• Providing Hardware, Application and Operating system support – onsite• Providing solutions to end customers and booking new business• Revenue generation and meeting the company’s quarterly AMC targets Show less

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  Cable & Wireless

  Jul 2005 - Apr 2007

  Consultant

  • Key member of global support team• The team responsible for configuration changes, maintenance, troubleshooting.• Global user interaction via telephone, email and Instant messenger• Monitoring for faults, If fault occurs, notifying customer, escalation and taking necessary actions to fix the fault ASAP• Raising case with vender and follow-ups, fault resolution• Attending/ Arranging conference calls, getting right peoples on call, leading the call and drive towards resolution• Working with Network team, Security team, Engineering team, Application team and Product engineering team• Working towards the automation of routine and frequently occurring works• Sharing the knowledge, creating documents, guiding the team members make them aware of ongoing things• Conducting training to the team members, improving their technical skills• Supporting change management by o Raising PRR and securing change windowo Getting required information from the usero Giving implementation plan to execute the changeo Arranging/ attending conf calls to test the change with user• Conducting interviews• Handled following technology devices a) F5 3DNS - Global load balancer b) Netscaler - Local load balancer c) Linux DNS servers d) Netcache proxy e) Juniper WX \ WXC - WAN acceleration Show less

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  Juniper Networks

  Apr 2007 - Nov 2015

  Member of Technical Staff

  • Part of following Advance Jtac team supporting different products a) WX / WXC (WAN accelerator) b) Security access (SA- SSL VPN), c) Junos Pulse (for mobile and desktop) d) Lastly, part of Firewall (SRX) team• Senior person of global Advance TAC • Single point of contact and product technology specialist for a) WX/ WXC product b) Junos Pulse (mobile and desktop platforms) c) SAM, Network connect feature of SSL VPN d) Wireshare packet capture analysis • Handling customer escalations and driving it towards closer• Mentoring, maintaining Advance and Primary global tac team• Delivering trainings to Primary tac, internal team members, partners, customers• Reviewing approving knowledge base, how-to documents created by the team• Design, proactive planning of device requirement, maintaining lab network, accessed by other region tac members and QA, Engineering team as well• Finding right tools, collecting enough information which helps us to reproduce the reported behaviors and validating patches/fixes provided in lab• Supporting Global customers, partners, sales/account teams• Creating and maintaining internal web page portal with documents, KBs link, documenting lab findings and gathered information for wider team reference• Supporting WAN acceleration, SSL VPN, Pulse (Combination of SSL-VPN, WX client) desktop, mobile versions and mobile security• Creating PRs with more depth analysis information so that engineering team can quickly locate problematic area in code and come up with fix soon.• Planning on-call schedule to cover weekends• Conducting interviews Show less

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  Netskope

  May 2016 - Feb 2020

  Support Escalation Engineer

  • Part of Global customer support technical assistance (TAC) team in Bengaluru• I have been identified as a Good trainer and responsible for conducting Boot camp trainings across different regions for newly joined members; and mentor them to get them onboard quickly, and effectively.• Gather and Create training materials PPTs, Deliver trainings to internal team members, onsite trainings to partners, and customers. All the trainings got very good training survey feedback.• Provided support to end customer, partners, SE team to successfully complete PoC and Professional service team in post-sale deployments.• Handled Major Escalations from Tire 1, 2 customers and Major impact outages.• Single point of contact for (SME) for Major support case volume generator features like Client, Discovery, and Appliance features.• Created internal documents like How-TOs, Troubleshooting guides to achieve knowledge sharing and effective support case resolution across support team.• Created External articles which will help customers to resolve the behavior themselves which results in less case volume.• Work closely with respective ENG/QA teams and get involved in feature testing, identifying known issues, deployment scenarios in customers view point and document the learning for knowledge sharing with Global support team to get ready to effectively support cases comes in for such new features. • Tools used: Zendesk, JIRA, github, Confluence, Sumologic, DataDog, etc. Show less

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  Exabeam

  Sept 2020 - now

  Escalation Engineer