Andreas Louvros Email and Phone Number

As a member of the EMEA Technical Account Management Team, my key responsibilities are:- Develop a deep understanding about the customer business/technical needs to provide technical information, guidance and support.- Become a trusted advisor by proactively guide your customers with technical recommendations and best practices.- Run advanced troubleshooting on the full range of Fortinet products, reproduce customer environments on lab equipment, recommend potential new solutions.- Take initiatives and ownership of customer incidents to drive for timely resolutions.- Manage customer communications and expectations until the closure of each case.- Participate in customer conference calls or face to face customer meetings.- Produce service reports to summarize service activity and performance for key stakeholders.- Report Software/Hardware related issues to R&D department and assure follow-up.

As a member of Juniper Technical Assistance Centre (JTAC), I was providing Tier 3 Support for VARs, Distributors, Service Providers, Enterprise Customers, and End Users via telephone, e-mail, and web for all Juniper Routing Platforms:• Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab.• Provide technical expertise and guidance during testing, deployment and operational phases of networks.• Lead critical customer issues and facilitate communication between customers, escalation, and engineering.• Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website.• Participate in cross functional tasks such as new product development projects and support readiness teams.

Providing Technical Support to Palo Alto Networks customers and partners. As a member of the EMEA Firewall TAC team, I was providing configuration assistance, troubleshooting and best practices on the following fields:• VPN (IPsec, SSL, GRE, GlobalProtect Agent)• SSL/SSH Decryption• Routing & Switching• SD-WAN• Quality of Service (QoS)• Security & NAT Policies• Zone Protection and DoS Protection• URL Filtering (PAN-DB & BrightCloud)• User & Application Identification• Authentication (SAML, Kerberos, TACACS+, RADIUS, LDAP)• High Availability• Management, Logging & Reporting

Technical Support to Cisco Customers and Partners. As a member of Routing Protocols TAC EMEAR team, I was troubleshooting issues on IOS, IOS XE & NX-OS platforms in the following fields:• Unicast Routing (PBR, BFD, RIP, EIGRP, OSPF, IS-IS, BGP, LISP, PfR/IWAN)• Multicast Routing (PIM, MVPN)• MPLS (LDP, L2 /L3 VPNs, TE)• DC Technologies (OTV, VXLAN, EVPN, GOLF)• QoS (Classification, Marking, Policing, Shaping)• Services (FHRPs, NHRP, NAT, DHCP, DNS, NTP, PTP)• Network Management (IP SLA, SNMP, NetFlow)

Technical Support for Cisco IronPort Email Security Appliance (ESA) to Cisco Customers and Partners. As a member of the Content Security TAC EMEAR, I was troubleshooting issues on the following fields:• Email Receiving, Routing and Delivery.• Email Encryption (SSL/TLS, S/MIME, PXE).• Email Authentication (DKIM, SPF/SIDF, DMARC).• Content Filtering (Anti-Virus, Anti-Spam, Graymail, Outbreak Filters, URL Filtering, AMP, DLP).• Centralized Management with Clusters.• Centralized Management & Reporting with Security Management Appliance (SMA).

Technical Support via phone/mail/web tickets to Fortinet Partners, Resellers and Customers for Fortinet Unified Threat Management (UTM) and Next-Generation Firewall (NGFW) solutions.As a member of EMEA TAC, I was troubleshooting issues on the following:• Routing (Static Routing, ECMP, Policy Based Routing, RIP, OSPF, BGP, IS-IS, PIM).• Switching (VLAN Switching & Routing, LACP, IGMP snooping).• IPv6 (Dual Stack Routing, Tunneling).• VPN (IPsec, SSL, PPTP, L2TP, GRE).• Network Address Translation (Static NAT, Dynamic NAT, Central NAT Table, VIP).• Quality of Service (Traffic Policing, Traffic Shaping, Queuing).• High Availability (FGCP, FGSP, VRRP).• VoIP (SIP, H.323, SCCP).• Server Load Balancing.• FortiMail Secure Mail Gateway.

Contacting Field Technicians and recognizing, troubleshooting and responding to network problems on AT&T's Mobility Network, as part of the Mobility Network Reliability Center's National Field Service Desk:• Assisting Field Technicians performing maintenance work in Cell Sites.• Conducting Health Checks in Cell Sites.• Shutting down and restoring sectors in GSM, UMTS & LTE.• Taking RSSI, VSWR & KPI measurements in GSM, UMTS & LTE.• Monitoring and alarm troubleshooting through OSSes of the following Vendors:Alcatel Lucent, Ericsson, Nokia, Nortel & Siemens.

2nd Level Technical Support on fixed telephony services, for SOHO customers:• Contacting customers and troubleshooting fixed telephony problems.• Use of corporate CRM and ticket handling applications.• Use of linetest tool to check for cable/circuit problems on customer’s line.• Use of SoftSwitch to check telephony digital services (caller ID, call forwarding, call waiting, etc.) and trace calls routing or other voice quality issues.• Remote administration of DSLAM/MSAN devices.• Contacting on site technicians or technicians on customer premises for troubleshooting.

2nd Level Technical Support for telephony, Internet & IPTV services, for SOHO customers:• Contacting customers to troubleshoot fixed & SIP Telephony, Internet connectivity/quality and IPTV issues.• Use of corporate CRM and ticket handling applications.• Use of linetest tool to check for cable/circuit problems on customer’s line.• Use of corporate tools to check customer’s Internet services (IPTV tool, connectivity checking, remote access on CPEs and STBs).• Use of SoftSwitch to check telephony digital services (caller ID, call forwarding, call waiting, etc.)• Remote administration of DSLAM/MSAN devices.• Contacting on site technicians or technicians on customer premises for troubleshooting.

Participate in the cabling team responsible for the unification of the Greek Department of Defense LAN infrastructure:• Run UTP and Fiber Optic cables.• Cabling terminal sockets and patch panels.• Run opens and shorts tests to verify cable connectivity with cable testers and analyzers.

As a member of Revival’s IT team, I was responsible for:• Technical Support on CRM, ERP systems and other accountancy, insurance and retail sales Altec software.• Installation, update, upgrade and demonstration of software according to customers’ requirements.• Backup and restoration of customers’ Data Bases.• Installation of tax manager devices.

As a laboratory assistant at the Microelectronics Lab of the Department of Electronic Computer Systems, I was responsible for:• Superintendence of the laboratory.• Assistance to the teaching personnel.• Maintenance of laboratory’s wireless network infrastructure.