Srividhya Ramesh

Experience

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  CSS Corp

  Mar 2006 - Aug 2012

  Technical Lead (Level3 Engineer)

  • Juniper Technical Assistance Centre (JTAC) From SEP 2009 to Aug 2012. Technical trainer (Product & technology) Mentoring the engineers by providing the technical suggestions on the cases they handle.• Knowledge base Engineer Responsibilities: Remote troubleshooting of Juniper Secure access (remote VPN) devices/ MAG devices. Global support and handling cases of all priorities Implementing the customer’s scenarios in Lab and providing solutions after the replication. Providing solutions to redesign the network if customer is facing design related issues. Working exclusively with accounts/sales team to design/troubleshoot customer’s network. Helping customers to implement a designed network fully with the VPN device according to their network requirements. Expert in deploying/ troubleshooting clustering issues (Active/Active and Active / Passive Clusters) Helping the customers and partners troubleshoot the issue and resolve it at the earliest. Providing RCA (Root Cause Analysis) reports once after the customer faced any Critical issues in the Enterprise network or an outage Supporting the customers in US, UK, Middle East, Africa and Asia Pacific regions. Coordinating with Escalation team(USA & India) and engineering team to work on the identified software bugs & documentation bugs to solve them in the upcoming software releases of the product.• Providing a consultation role for L1&L2 engineers in complex cases and stuck situations.• Reporting based on the process function and help improvement of SLA’s according to what business demands• Doing Audits on the cases of the engineers for the process compliance and for the technical progress.• Have knowledge on packet analysis tools like wireshark, ethereal, etc to troubleshoot network related issues.• Also have enough hands on with httpwatch, fiddler tools which could help to troubleshoot http issues.• Enough expertise in handling the mobile VPN issues Show less

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  Forcepoint LLC (Formerly Raytheon|Websense)

  Aug 2012 - now

  Senior Technical Support Specialist

  • Provide backline support for escalated cases for Websense customers• Diagnose reported problems or configuration issues and recommend possible solutions and drive resolutions through to completion• Research and duplicate difficult configuration, compatibility or product-defect issues and track results of investigations in appropriate systems• Escalate to appropriate Product Development Team if no resolution can be found, or for bugs or customized solutions• Document all technical inquiries and customer-reported problems in the customer tracking database and in the escalation tracking system, including the nature of the inquiry, and the resolution recommended• Contribute potential technical workarounds or resolutions via interaction in technical discussions and via knowledge base documentation• Works directly with sales, engineering, development, and operations to resolve complex product and customer infrastructure issues• Interact with Sales, Engineering and Product Management and participate in bug scrubs and project meetings to coordinate resolutions to customer-specific product issues and overall technical support trends• Works with Quality Assurance teams to provide real world feedback and identify product bugs• Provide technical reviews of user documentation, product requirements documents and functional specifications• Assist with knowledge-sharing initiatives as well as product release training and documentation• Act as mentor and advisor to Technical Support Analysts and Specialists• Act as subject matter expert with regard to specific product components and integrations• Provide in-depth training in areas of expertise, general product knowledge, and integration• Participate in strategic planning sessions• May travel up to 10% for customer engagements• Participate in after hours on-call rotation as directed• Perform other duties and projects as assigned Show less