Arun Kumar Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Singapore

Kuala Lumpur, Malaysia

• Advanced product support for ProxySG/ASG/SGVA/MACH5, Content Analysis, Management Center
• Assist development engineering on identifying product defects, inhouse reproductions, and documenting issues.
• Taking ownership of escalated support cases and working them through resolution.
• Troubleshoot and analyze complex issues, that Technical Support group is unable to resolve.
• Analyze core dumps using gdb (GNU debugger)
• Providing training on new and existing product features and troubleshooting methodologies to support engineers

Kuala Lumpur, Malaysia

• Provide direct support for Bluecoat products to internal and external customers.
• Take complete ownership of reported problems and own/manage them through to their completion.
• Develop an in-depth knowledge of the product and services, their functions and diagnostic capabilities.
• Use network and product diagnostic tools to analyze, document and resolve customer issues.
• Work complex proxy and networking equipment issues to completion.
• Use case management tools (Salesforce) to clearly and concisely document problems, provide updates (internally and to customers) and record resolutions.

Bangalore

• Analyze user requirements, perform cost analysis, and identify designs/approaches to ensure the customer’s requirements are met.
• Submit network connectivity specifications and offer recommendations.
• Provide technical account management to customers, involve in projects which will include equipment ordering, testing, troubleshooting and implementation of upgrades or configurations.
• Communicate network status and provide quality documentation.
• Establish/maintain a project schedule in coordination with the client and management.
• Attend daily/weekly meetings and interact regularly with management, customers and incumbents to constantly improve Network Engineering services.