Implementation Engineer

• Jan 2023 - Present

Senior Customer Success Engineer

• Nov 2021 - Jan 2023

Customer Success Engineer - Technical Support

• May 2021 - Oct 2021

As a part of the Customer Success Engineering team, assisted customers with rolling out Lacework's Cloud-based security solution and debugging issues related to * Cloud Account (AWS, GCP, Azure) integrations either via the UI or using Terraform.* Lacework API & CLI * Host & Container vulnerabilities* Lacework Agent * Event Investigation* CIS Benchmark & Lacework Custom policy Compliance violations* Container registry integrations like ECS, GCR, etc.,> Proactively monitored and managed the status of Lacework customer AWS Config, AWS CloudTrail, Azure Config, Azure Activity Logs, GCP Config, GCP Audit Trail, Snowflake Data Share, and Container Registry (Docker Hub/v2, ECR, GCR) incoming integrations.> Helped build the Lacework knowledge base and documentation library.> Acted as a technical advisor and partner for sales-orientated technical presentations and demonstrations to customers, Customer Success staff, and senior management.> Reviewed security alerts and events from Lacework's security solutions to deliver detailed analysis reports with thorough investigative walkthroughs to customers and prospects.> Contributed to growing the Technical support function and processes.

Sr. Technical Support Engineer - Security Applications

• Dec 2018 - May 2021

* Provide Tier 2 Support for multiple modules offered by Qualys: Web Application Scanning, Web Application Firewall, Malware Detection, Vulnerability Management, etc.,* Handled cases related to EC2 scans, network issues, ESXi Labs, CyberArk AIM vault, OWASP vulnerabilities, NIST vulnerabilities, ServiceNow CMDB. * Worked on platforms like AWS, Microsoft Azure. Trained and worked on Kubernetes, Docker, Terraform, Ansible, API testing, etc., to assist with any questions, issues raised by dedicated accounts and to help remediate vulnerabilities identified during Qualys scans of their environment.* Troubleshoot customer’s Firewall issues that were causing/interrupting Qualys services thereby limiting the customer’s visibility to their environment.* Reproduced vulnerabilities like XSS, SQL, Blind SQL injection, Path and cookie Based Vulnerabilities, login Brute Force, ClickJacking, etc., as a part of False Positive/False Negative investigation and provided Remediation for customer’s vulnerabilities accordingly.* Handled multiple accounts as a Dedicated Support Engineer, being their voice, trained and advised on best practices and troubleshooting mechanisms to ensure compliance.* Documented Customer environment-related issues, latest integrations, etc., to provide a unified view and to proactively monitor the Customer’s current account status. * As a part of the interview team assisted with hiring new talent by Interviewing potential candidates when needed.* Tools used: WireShark, BURP Sute, ZAP, SPLUNK, Postman.

Network Operations Engineer

• Sep 2018 - Nov 2018

Projects:MDM Implementation:* Worked as Lead and performed implementation and migration associated with HBI’s Multi Domain Security Management (MDS) environment and migrated databases into the MDS domain.* Troubleshot issues that raised during this process* Worked with R77.10 Gaia with software blades like IPS, Application Control , Identity Awareness enabled on VM during this process.* Performed a test migration by replicating the configuration in a lab environment and pushed policies to the gateways and tested operability.* Moved the MDM device position into a place before the firewalls that is advised by the company.* Researched and came up with the best practices for naming the objects while moving the database.* Once the migration to a new MDM device was successful, moved all the firewalls into this platform with a management device.NAC roll out;* Performed NAC roll out on switches at the hbi Head Quarters.* Configured the switches and prepared them before the roll out.* Once the Roll out was successful made sure that the roll out was successful on all the devices in the building.* Troubleshot any issues that raised with devices after the roll out.F5 Migration: * Worked as a lead for this project* Worked on decommissioning one of the proxy pools as per the company’s requirements.* Moved the proxy groups from bridged to Layer 3 Routed mode.* Worked with the company to determine between the two arm or one arm for implementation.* Enabled Bluecoat reporting and enforced policies .* Worked on SSL and proxy setups and setup static MACs for proxies during this process.

Tier 1 Technical Support

• Mar 2018 - Aug 2018

* Troubleshoot diagnosed and resolved DHCP, DNS and POE related issues.* Implementation of new rooms and equipment.* Confirmed all devices share the same firmware, VOIP extensions and static Ips when necessary.* Provided the initial technical support contact to all internal and external customers who use, install, sell and service CWS products* Implemented standard call greetings, workflow, follow-up commitments, call closing and follow-up execution in accordance with established best practices* Assessed problem severity and documented all customer interactions within the customer relationship management (CRM) system in accordance with quality system requirements* Delivered timely resolution of technical & non-technical issues by applying product knowledge, analytical skills, communication techniques and available tools, keeping customers continuously informed of issue status. * Scheduled and performed remote upgrades and services, managing these efforts to ensure efficient and successful outcomes* Dispatched field technicians on site when remote work could not be done.* Developed broad product expertise and stay current on feature and patch evolution through consistent study of available documentation and routine training activities.* Delivered on individual, team and corporate goals in accordance with established objectives and standards of performance

Network Engineer

• Jun 2013 - Jun 2015