Responsible for handling Critical Priority Cases P1 and all other escalated cases.-Performed deep dives on Secure Fabric VPN and Third Party Tunnels built over ISP and MPLS WAN Circuits.-Troubleshooting Controller Server Communication to Element, Secure Fabric, LAN/WAN, HA Cluster, APP ID, Routing, etc.-Provided assistance in configuring Policies for Path, QOS, NAT, Security Bindings, Zones, etc.-Responsible for deploying, designing, and configuring network security implementations for global customers.-Supported Cloudblades apps and third-party Tunnel vendors, including Prisma Access RN and Zscaler VPN.-Possessed hardware knowledge and acted as an RMA Wizard for all Prisma SD-WAN ION Devices and virtual Devices Deployed in Azure, AWS, VMware, etc.Handled Cases related to Cloud Managed Prisma Access and Panorama Managed Prisma Access Onboarded the Mobile Networks, Service Connections, and Remote Network SPNs and troubleshoot issues related to the same Worked with other Prisma components CIE, CDL, ADEM, Strata Cloud Manager Troubleshoot the issues related to Onboarding, Configuration, Traffic flow related issues, User-ID, App-IDWorked in Proxy configuration and different types of Configuration (Explicit and Transparent proxy related issues)Conducted log analysis for Global Protect, TCP Dump, Wireshark, and Cortex Data Lake.Assisted customers with URL filtering, DNS proxy, DNS Sinkhole, User ID, and Custom Signatures (Threat).Possessed deep knowledge of Prisma access technologies, including licensing and deployment requirements.Demonstrated hands-on troubleshooting skills with Remote Networks, mobile user networks, and Service connection-related issues.Experienced in troubleshooting TCP/IP, Cloud Identity Engine, User ID, SSL decryption, IPsec, VPN-related issues, Routing, and Switching.Handled technical cases/calls raised by customers and recreated customer issues in the Lab if necessary.

Provided technical support to customers using PaloAlto firewalls devices, Panorama, Prisma access, and Prisma Sd-Wan.Conducted log analysis for Global Protect, TCP Dump, Wireshark, and Cortex Data Lake.Assisted customers with URL filtering, DNS proxy, DNS Sinkhole, User ID, and Custom Signatures (Threat).Possessed deep knowledge in Prisma access technologies, including licensing and deployment requirements.Demonstrated hands-on troubleshooting skills with Remote Networks, mobile user networks, and Service connection related issues.Experienced in troubleshooting TCP/IP, Cloud Identity Engine, User ID, SSL decryption, Ipsec, VPN related issues, Routing, and Switching.Handled technical cases/calls raised by customers and recreated customer issues in the Lab if necessary.

Provided technical support to customers using PaloAlto firewalls devices, Panorama, Prisma access, and Prisma Sd-Wan.Conducted log analysis for Global Protect, TCP Dump, Wireshark, and Cortex Data Lake.Assisted customers with URL filtering, DNS proxy, DNS Sinkhole, User ID, and Custom Signatures (Threat).Possessed deep knowledge in Prisma access technologies, including licensing and deployment requirements.Demonstrated hands-on troubleshooting skills with Remote Networks, mobile user networks, and Service connection related issues.Experienced in troubleshooting TCP/IP, Cloud Identity Engine, User ID, SSL decryption, Ipsec, VPN related issues, Routing, and Switching.Handled technical cases/calls raised by customers and recreated customer issues in the Lab if necessary.

Spearheaded background verification operations for diverse sectors within a US-based organizationImplemented First Advantage platform to meticulously filter and verify job applicants nationwideStreamlined resource reporting procedures, presenting comprehensive and easily accessible details to clients Primarily collaborated with US-based clients requiring meticulous background screening protocols to ensure compliance and efficiency

Conducted comprehensive background verification for public record research, demonstrating proficiency in scrutinizing criminal, commercial, and financial recordsExceeded client expectations by consistently meeting stringent quality standards with utmost effectiveness and efficiencyExecuted thorough and accurate background checks on applicants, ensuring compliance with government's fair credit reporting act to safeguard consumer information accuracy, fairness, and privacy

Efficiently resolved customer queries and concerns by actively listening, communicating clearly and concisely, and ensuring customer understandingProvided front line support via live chat and telephone channelsTroubleshot a wide range of technical and non-technical issues related to web hosting and VPN plans and servicesOffered technical support for level one escalation issues through helpdesk systemUtilized customer databases and reference materials to locate records, conduct research, and resolve customer issuesUpdated customer records to document all calls, actions taken, and required follow-upHandled escalated calls forwarded by technical support team members and provided appropriate feedback to supervisor