Altaf Jiddimani

Experience

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  Movate

  Jun 2008 - Mar 2012

  - Taking up Escalation cases from L1/L2 Engineers where they are stuck and are unable to proceed technically. - Provide the highest level of technical assistance on difficult and complex cases where customer satisfaction is at risk. - Setup a lab environment to re-create customer issues and assist in post-mortem actions.- Reporting bug to Juniper Engineering team and other external vendors like OPSWAT to resolve product related issues.- Engage Engineering, PLM and Accounts Team for new feature support request based on customer’s requirement.- Publishing Technical documents, FAQ, KB articles for internal and external use.- Train TAC on product capabilities, troubleshooting techniques and best practices. Show less Got Promoted as Escalation lead for a Team Size of 10Part of Juniper Insight TAC team which provides support for Key / Critical accountsOn-Floor Assistance for L1 engineers & take escalation callsReview & Validate cases before escalating to Advance TAC ( Juniper )Drive team to achieve MTTE-P ( Mean Time To Escalate - Primary TAC to Advance TAC )New Hire Product / Process TrainingMentor New Hires during the Controlled Go-Live period of 3 monthsQueue Monitoring - Skill Based case Routing Show less Joined as a Network Engineer during the Pilot phase of Providing Technical Support for Juniper Customers in CSS Corp ETAS division24/7 support for Enterprise CustomersPart of Global JTAC SSL VPN & provide Tier 1 supportAssist customer in New Deployment / Config / MigrationReplicate any Incorrect behavior reported in the lab & escalate case to the next level to get the code level fix from Engineering teamCreate Knowledge Base ArticlesTools Used for Troubleshooting - Apart from Internal tools, troubleshooting also involves usage of tools like Wireshark / Process Mon / Win Audit / HTTP Watch Show less

  • Technical Lead(Juniper TAC SA-Series)

    Apr 2010 - Mar 2012

  • Escalation Lead (Juniper TAC SA-Series)

    Apr 2009 - Mar 2010

  • Network Engineer (Juniper TAC SA-Series)

    Jun 2008 - Mar 2009
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  Cisco

  Apr 2012 - Jul 2015

  TAC Engineer

  + Majoring in Design, Deployment, Configuration and Troubleshooting of:+ Cisco Firewall Solutions (Cisco ASA, PIX, Router & Switch Security, IPS/IDS, Virtual Firewalls and Firewall modules)+ IPSEC VPN (IKEv1, IKEv2, EZVPN, DMVPN, GETVPN, FlexVPN, GRE and IPv6 tunneling) & SSL VPN (WebVPN and Anyconnect).+ Authentication, Authorization and Accounting (using Radius, Tacacs+, LDAP, RSA, Cisco ACS and Free Radius) of users and devices in the network.+ Identity Services Engine (ISE) and ACS: Using Dot1X, EAP, MAB for Posture and Provisioning of end hosts.+ Using Packet Capture tools (such as Wireshark, TCPDump) to analyze the packets to identify problems in the network infrastructure and in-depth.+ Network Traffic Analysis and Network Monitoring using Syslogs, SNMP and Netflow.+ PKI infrastructure with Cisco, Microsoft and OpenSSL. Hardware and Software Failover on devices and Multi-homed Networks for High-Availability and Redundant networks.+ Security Attacks, Threat and Vulnerability Assessment of the Network and Network devices and Mitigation using proved methods.+ Handling Escalation as a Backbone Senior Engineer and handle high severity cases involving deployment and troubleshooting problems on live production network.+ Pitch in to provide assistance to fellow engineers engaged on cases where additional help is required in terms of technical expertise or escalation.+ Collaborate with engineers from other Technology to provide better customer experience.+ Collaborate with the Sales team and Network Consultant Engineers to address design change requirements in the customer network and frame a business case to drive more focus and quicker resolution.+ Deploy and reproduce customer issues on a lab environment to isolate deviation in expected against deployed product feature behavior.+ Interface with the relevant business Units to identify defects and file bugs/feature requests involving the relevant development team for a fix. Show less

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  Citrix

  Jul 2015 - Feb 2017

  Take care of high priority escalations for networking product group which include NetScaler, NetScaler Gateway, CloudBridge, Command Center. Follow up with engineering team/product management team/ release management teams for addressing the technical road blocks that customer's hit. Deliver technical sessions to the internal teams so that teams can ramp up on the new features and technologies in use. Help with the interviews and also take care of the induction/training of the new hiresSupporting customers with network/integration/deployment/security issues on Citrix Networking products mentioned below: *Netscaler*Netscaler Gateway*Appcontroller*Storefront*Web interface*Command center*Netscaler Insight Show less

  • Senior Escalation Engineer

    Oct 2016 - Feb 2017

  • Escalation Engineer

    Jul 2015 - Oct 2016
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  Aryaka

  Feb 2017 - now

  Escalation Engineer

  - As an Escalation engineer, handled several escalated cases by L1/L2 engineers, ,Sales, Customers which are technically complicated and highly critical.- Effectively worked with engineering on bugs found during troubleshooting and provided suggestion on new features which helps customers and also in terms of troubleshooting.- Assisting L1/L2 's on any stuck case which they are unable to proceed further.