• Provide remote and phone support to the full range of Fortinet Customers including VIP accounts, FCNSP accounts, and Partner accounts – Microsoft, Google, Amazon etc.• Working with customers ranging from SOHO offices to large geographically dispersed Enterprise networks.• Handle Level 1, Duty Manager, and Skill set escalations• Perform thorough troubleshooting of issues to identify root cause, by integrating a wide array of tools including, but not limited to, WireShark, and Syslog.• Interpret debug data to suggest changes back to customers to resolve issues, or suggest workarounds to circumvent software bugs• Act as an interface between customers and developers to report software bugs, and provide timely updates back to customers to maintain client confidence• Prepare and provide training to Level 1, Level 2, and Professional Services Engineers on deployment techniques, features, and troubleshooting methodologies.• Extensive work experience with Fortinet’s firewall, antispam, and identity management devices• Fine tuned Level 1 new hire written interview, and one-on-one interview questions• Interview potential Level 1 new hires and provide decision based on technical knowledge, communication skills, and troubleshooting concepts

• Provide remote, and phone support to a wide range of Fortinet customers for the FortiGate, and FortiMail products• Diagnosing and troubleshooting network security related technical issues by identifying the root-cause• Collecting, analyzing and recommending configuration changes• Collecting, and analyzing customer network information• Recommending changes based on analysis• Reproducing customer environments on lab equipment• Educating customers to bridge any knowledge gap with regards to configuring, and maintaining Fortinet Products• Manage prioritization with regards to customer communications and expectations until the closure of each case• Remote install of FortiMail for professional services• Exposed to a wide range of networking technologies, related issues, and solutions on a day-to-day basis

• Technical lead of a team of six IT professionals• Configure, support and maintain a Cisco ASA 5520; along with various other networking devices including Cisco Catalyst switches (3560’s), Cisco Wireless Switch (1800W), Two Windows Server 2008 R2 Active directories, Two Window’s Storage Server 2003 R2 SAN’s, Exchange 2007, Cisco NetManager, Kaspersky Antivirus Administration Server, Web Server, and ESXi VMWare Machines.• Weekly maintenance of Antivirus Server, Exchange 2007 server, and Windows Storage Server• Manage a Unified Communications System, with Polycom IP Phone Sets.• Maintain full backups of all network, and user data using Symantec Backup Exec 12.5• Create documentation, change logs, user guides• Train new IT employee