Alla Krylova Email & Phone Number

Tel Aviv District, Israel

Israel

* Customer-oriented technical support engineer;* Resolving the issues that takes place in a customer’s environment during a remote session;* Keeping the case updated according the priority of the issue;* Creating and providing a detailed and understandable action plan for the resolution of the issues;* Working with Checkpoint Gateway in a Security department, facing the issues with Threat Prevention, NAT, Application Control, URL filtering, IPS, Anti-Virus, Anti-Bot, Threat Emulation, Threat Extraction, E-mail security, MTA (mail transfer agent, harmony), HTTPS inspection, and other blades;* Replication the issue by simulating the customer’s environment and pushing the traffic that was collected by the customer using network instruments or generating the issue manually;* Collecting information for reproducing the issue in a lab, understanding the possible root cause of the problem, simulating the customer’s environment for testing, summarizing and writing a step - by - step actions to replicate the issue in a lab for a further root cause analysis and more deep investigation.* Creating a debug plan for the troubleshooting the issue in a customer’s environment and assisting the customer during a remote session to collect the important information;* Checking and analysing the collected information, researching for the similar issues and providing a root cause analysis;* Working with R&D in Jira, providing detailed information under the task to have it documented properly, making sure that the opened task has a simple and clear summary that highlights the issue and leads to the specific issue that is seen under the debug.* Working closely with the department that is responsible for the Malware and Reputation service, submitting false – positive or negative resources.* creating a detailed internal documentation for other engineers and partners to use it as an action plan or resolution for similar situations.* Staying positive and open to help my colleagues.

Israel, Rehovot

Intership• Participation as a part of the IT education team, giving IT solutions in high schools and city hall, administrating, support.• Managed and maintained hardware equipment (HP, Cisco)• Reconfigured networking, software and network security• Performed troubleshooting network connectivity and log analysis • Faced with: storage technologies (IBM)• Worked with virtualization technologies (ESX, VMWare, vSphere)

Crimea Region, Russia

* Performed network support ant network administrating * Worked with Call Center infrastructure ( Avaya, Cisco) * Configured hardware, software and network for new branches * Performed troubleshooting network connectivity * Tested hardware equipment and software

Crimea Region, Ukraine

• Performed Data Base management and administrating (INSIS) • Worked with Call Center infrastructure (Cisco) • Training agents, consultation about compulsory and voluntary insurance, conducting client • Development of direction of insurance land transport, search and clearance sales outlets