Abinand Raghunathan

Experience

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  Verzeo

  Feb 2021 - Mar 2021

  Student Internship
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  ICSP - International Cyber Security Professionals

  Jul 2021 - Feb 2022

  Network security Trainee

  Hands on experience with configuration network topology for understanding purpose. Have experience in troubleshooting OSPF, BGP, DNS, DHCP issues.

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  IOPEX Technologies

  May 2022 - Jan 2025

  * Acted as a technical escalation point, collaborating with cross-functional teams to resolve complex and high-priority issues.* Delivered advanced technical support to customers, addressing break/fix scenarios and ensuring minimal disruption to their operations.* Proactively monitored and followed up on customer-reported issues, providing expert recommendations and preventive measures.* Conducted lab simulations and testing to replicate and analyze customer-reported issues for effective resolution.* Offered global technical assistance through on-call support, email correspondence, and remote sessions, ensuring seamless customer engagement.* Authored detailed knowledge base articles and technical documentation for newly identified issues to enhance organizational knowledge sharing.* Leveraged advanced diagnostic tools to analyze and troubleshoot intricate network and security challenges.* Ensured compliance with defined SLAs by delivering timely and efficient resolutions to customer-reported incidents. Show less * Served as the first point of contact for customers, diagnosing and triaging technical issues to ensure swift case resolution and escalation when necessary.* Delivered exceptional technical support by troubleshooting product functionality, network configurations, and server environments.* Collaborated with cross-functional teams to provide timely resolutions while maintaining high customer satisfaction.* Utilised advanced diagnostic tools to analyze and resolve customer-reported issues with efficiency and accuracy.* Communicate complex technical concepts clearly and effectively to both technical and non-technical stakeholders.* Document case progress, resolutions, and customer interactions in the knowledge base to drive continuous improvement and knowledge sharing.* Ensure adherence to SLAs by managing support queues and prioritizing cases effectively. Show less

  • Focused Services Engineer L3 Specialist- ADE ( Palo Alto Networks)

    Sept 2023 - Jan 2025

  • Palo Alto TAC ( Top Accounts Team) | Tier 2 | Strata

    May 2023 - Sept 2023

  • Palo Alto TAC ( Network Security Engineer ) | Strata

    May 2022 - Sept 2023
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  Salesforce

  Nov 2024 - now

  TSE - Specialising in Tableau

  * Provide expert-level support to Tableau customers, ensuring the effective use of Tableau products by utilizing a strong understanding of networking, server setup, administration, and troubleshooting complex internet architectures, including firewalls, proxy/reverse proxy, and web servers.* Perform advanced root cause analysis and debugging to resolve highly complex technical issues, applying in-depth knowledge of systems, databases, and applications.* Collaborate with clients to successfully integrate Tableau Desktop and Tableau Server into their business processes, assisting with installation, data connectivity, analysis, and performance optimization.* Lead case resolution efforts by efficiently troubleshooting, identifying root causes, and communicating detailed bug reports to Sustaining Engineering for seamless issue resolution.* Deliver proactive and consultative support through email, phone, and remote sessions, ensuring seamless integration and resolution of technical challenges. Show less