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Technical Support Customer

San Ramon, California, United States
February 17, 2018

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Pranusha. B

Mobile No: +91-998*******;

I intend to provide quick solutions to enterprise networking and security services problems with the best utilization of my technical skills & the company’s resources. My ability to work under tight schedules to meet deadlines and coordinate with team to achieve goals will surely make me an asset to the company.


Vodafone GSPL (Formerly Cable & Wireless Worldwide) Duration: July, 2013– April 2015

Job Title: Senior Executive Location: Bangalore

Client: Bank of America

Job Profile:

Full management, configuration and troubleshooting of the network appliances like Load Balancers from F5 (including BIGIP LTM, GTM, EM till V11.0), Bluecoat Proxy (SG-8100, SG-9000) devices for Bank of America Security Services.

Configuration of F5 Load Balancers (8900, 8900S, 10000 model) for the client.

Implementing changes on load balancing level on 9.X, 10.X and 11.X version of F5 devices. Changes include creation, deletion, modification of Virtual Server, Pool members, real servers.

Alert Management of customer infrastructure through tools & systems like MAGIC, and StableNet.

Troubleshooting the issues originating on the network security which includes the load-balancing and/or proxy environment, rectification of the issues from Layer 4 to Layer-7 of the network over call/chat/e-mail.

Raising vendor fault tickets, managing the replacement and return of failed devices with hardware suppliers in accordance with SLA, utilizing escalations matrices where required.

Maintaining accurate logs via ticketing system (Maximo, ITSM-Remedy).

Working in NOC (Network Operation Center) with 24*7 shift environment. Working for network infrastructure related issue, providing support to the end user via Remote Session (WebEx/Call/e-mail) to remediate the issue.

LifeSize Communications (Bangalore) Duration: May 2015 to March 2016

Job Title: Technical Support, Cloud Support Engineer Location: Bangalore

Job Profile:

Lifesize focuses on replicating face-to-face communications through high definition videoconferencing, often called telepresence.

Management and troubleshooting of the Company’s hosted Cloud base Servers.

Analyzing the logs for the call and video quality. Tackling the trouble with the End points (Room 200/220, Team 200/220, Express 200/220)

Working on a Lifesize Cloud based solution hosted in various OS like Android, iOS, Windows and providing support to end customer maintaining minimum down time.

Designing Video Conferencing infrastructure for the customer using Lifesize UVC hosted in VMWare and HyperV.

Troubleshooting customer related issues based on media and network.

Convergys India Services Private Limited Duration: March 2016 to till date

Job Title: Technical Support Associate II Location: Bangalore

Providing first level of TAC support for JSA (IBM QRADAR), Juniper Standalone IDP, SRX-IDP and Junos Space products. Providing second level of support for NSM.

Extensive analysis and troubleshooting issues from worldwide service providers and Juniper partners on various Juniper platforms. Debug live customer issues on their production servers during outage situations.

Assisting customers to upgrade/downgrade JSA appliances, IDP software and NSM/Junos space servers during maintenance windows.

Issues related to the generation of offenses, events, flows, false positives, malicious activities and spam sources.

Working on the issues of parsing the network flows and events to make them user readable, with the help of DSM. Assisting the customers with DSM Extensions and optimized Custom properties.

Troubleshoot hardware and software problems, replicate customer environments and network problems in the lab.

Based on lab replication results, identify whether the problem is due to software/hardware defects or due to incorrect configuration.

Processing RMA for replacement of defective hardware as per customer's support plan.

Provide training to new hires on Basic Networking, Linux basics and NSM.


Network Appliance : F5 BigIP LTM/GTM/DNS, Bluecoat, (Proxy), Junos basics (Juniper SRX Firewall, Branch and High End - SRX 650, 1400, 3400, 3600, 5600, 5800), SIEM (IBM Qradar and JSA), Junos Space, NSM.

Networking Concepts : TCP/IP protocol suite, HTTP/HTTPS, SSL, TLS, SNMP, SMTP.

Networking Tools : Wireshark, WINSCP, TCPDUMP – Packet Capturing and Analysis tools, Wireshark and Putty

Monitoring Tools : MAGIC, StableNet, NSM and Junos Space.

Other Products handled : Video Conferencing: Lifesize End point, Passport, Express, Express 200,

Express 220, Room, Room200, Room220, Tem, Team200, Team220, UVC

ClearSea, Multipoint and Cloud Application.


Jawahar Navodaya Vidyalaya,Bellary, Bellary.


CBSC X Board (2007)

Jawahar Navodaya Vidyalaya,Bellary, Bellary.


CBSC XII Board (2009)

BMS Institute of Technology, Bangalore.


VTU - Telecommunication Engineering (2013)

Completed Cisco Certified Network Associate (CCNA) course.

Certified in Ericsson professional Certification Program.

Certified by Li2-Innovations Pvt. Ltd. For Arduino based programming project.

Engineering final year project is published in news channel (Public TV).

Received Star award, Master blaster and quick resolution provider awards by Juniper network.


Valid Passport No : M1512791

U.S Visa : L2 EAD

Languages Known : English, Hindi, Telugu and Kannada

Strength : Adaptability to new Technologies and Environment, Excellent Communication Skills, Strong Managerial and Organizational Skills, Team Player.

Hobbies : Reading Novels, Gardening and Listening to Soft Music


I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Place: Bangalore (Pranusha)

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