JOE SHARMA

[***** **A Avenue, Surrey BC V*S*J*] [778-565- 6406, 604-***-****] [ac5ojc@r.postjobfree.com]

TECHNICAL SUPPORT ENGINEER

TECHNICAL SKILLS:

Configuring and managing DOCSIS, PacketCable, SIP, IPv4, IPv6, and converged technology devices, as well as deploying subscriber devices across any network.

Deploying data, voice, and video networks using our automated IP address management and domain management.

Supporting Anti-Spam, Anti-Virus, IDS/IPS, UTM and Firewalls related Network Security products & solutions.

Ability to diagnose Network, Internet & bandwidth related issues using tools like Tcpdump, Netstat, Openssl, Openssh etc.

Understanding of Microsoft AD, ADFS, LDAP, SAML, Okta, & Single Sign On.

Understanding of Free BSD, LINUX/Unix, MySQL and Windows Based Security Solutions.

Understanding of VPNs, GRE, IPSEC, TLS /SSL, TCP/IP, HTTP/HTTPS, SNMP, SMTP and DNS.

Worked on monitoring tools like Nagios and Cacti

Worked on ticketing system like ZenDesk, SalesForce, JIRA and Remedy etc.

WORK EXPERIENCE:

Volaris Group for INCOGNITO CANADA from Jan 2016 till date

Designation: Technical Support Engineer (Enterprise Server Level)

Responsibilities:-

Configure and manage DOCSIS, PacketCable, SIP, IPv6, and converged technology devices, as well as deploying subscriber devices across any network.

Deploying data, voice, and video networks using our automated IP address management, domain management.

Got in depth understanding of Broadband DOCSIS technology and Incognito’s product like BCC, ACS, SAC, AC, BAR and ABB.

Remotely accessing server & digging through logs to resolve complex issues related to provisioning and networks.

Also educating customer step by step assistance to diagnose, repair and debug complex network and products related issues

Raising and tracking Defects (Bugs) and Enhancement requests (ERs) on JIRA with Engineering & PM team

Extensive use of network troubleshooting tools like SNMP, FREEBSD, TCPDUMP, Netstat, Linux, MySQL etc.

Worked on ZENDESK and SALESFORCE ticketing system

Worked as an OnCall Engineer independently

BESTBUY Canada (For 3 months)

Designation: Geek Squad Agent (End-user Level)

Responsibilities:-

Answering technical queries related to Laptops, PCs, Networking Products and Services

Resolving issues related to PCs and Networks.

Zscaler INC from 2012-2015(August) Designation: Technical Support Engineer

Designation: Technical Support Engineer (Enterprise Server Level)

ZSCALER is providing SECURITY over Cloud. Our platform includes technologies such as MD5 signature blocking, anti-virus, intrusion detection, content inspection, machine learning, threat assessment, SSL decryption, cloud mining, risk profiling, sandboxing, advanced persistent threat (APT) protection and much more.

Responsibilities:

Responsible for providing technical support to clients and diagnose Zscaler’s proxy related issues on phone.

Resolving issues related to VPNs, GREs and IPSec.

Resolving issues related to Active Directory like LDAP Sync & Single Sign on SAML 2.0 issues or Hosted database.

Worked on JIRA for raising Defects (Bugs) and Enhancement requests (ERs) with Engineering & Product management team. Tracking status of defects and settings Client’s expectations accordingly.

Worked on ZENDESK, SALESFORCE, and Remedy ticketing system.

Understanding of Single Sign On, OKTA, ADFS and SAML.

Worked on monitoring tools like Nagios and cacti.

Software tools:

FreeBSD / UNIX / Linux and Windows 7 and 8

Network Protocol Analyzers (tcpdump, Wireshark), Traceroute, MTR, other Network probing tools,

HTML Headers and Live HTTP Headers

GRE, IPSEC, VPN, LDAP, MS AD etc.

IDS InfoTech Ltd for MCAFEE Inc. Feb, 2008 to April 2012

Designation: Technical Support Engineer (Enterprise Server Level)

IDS Info-tech Limited is a Leader in providing IT solutions & IT enabled Services for clients all over the world. I was working for one of their client McAfee Inc. as a Technical Support Engineer.

Appliances: - Email Gateway Security, IronMail, CMC and Edge

I Investigate issues related to McAfee email gateway appliances.

Messaging Gateway Security (Anti-Spam, Anti-Virus, & IDS/IPS).

Responsible for providing Technical Support on phone for creating policies and implementation of security procedures.

I SSH onto server remotely and use Free BSD/ Linux to check logs to test vulnerabilities on network.

I reproduce customer’s issue on our end and then try to fix it.

I also raise a bug to our engineering team if a feature is not working as desired.

Software tools:

FREEBSD, TCPDUMP, Netstat, Linux, MySQL and other Networking tools.

Windows 7, 8, MS AD and Ldap

Running automated scripts to generate reports.

SMTP, HTTP, TCP/IP, DNS, IMAP and POP3

DELL International Services India Pvt. Ltd March 2005, to Jan 2006

Designation: Technical Support Expert (A5) (Enterprise and End-user level)

Assisting customers in troubleshooting issues related to DELL PCs, Laptops, Internet, and Network Cards.

Resolving issues related to hardware peripherals like hard drive, Memory cards, Mother board, Network cards or any other device etc.

Installing Operating systems, Softwares, Resetting PC to factory defaults and doing System recoveries.

Removing Virus, Spyware and Adware etc.

Assisting customers in backing up the data from Laptop.

Answering client’s queries, providing relevant information regarding product warranty and extending warranty.

vCustomer Services India Pvt. Ltd. (2003 to 2005)

Designation: Technical Support Engineer (Enterprise and End-user level)

Supporting NETGEAR and LINKSYS suite of 100 products including Routers, Switches, Access Points, Firewalls, & VPNs etc which enables users to share internet access, peripherals, files, digital multimedia content and applications among multiple personal computers and other internet-enabled devices to American and Global customers.

Resolving issues related to Internet, Wireless Network, Installing Network cards and VPNs etc.

Resolving configuration related issues on Router, firewall and Access point.

Supporting customer with issues related to ISPs like Comcast, BellSouth, and Telstra Bigpond etc.

Provide cabling solutions as needed for Cat5, Cat5e, cross over, and patch panels.

Certificate Courses

PC assembling and troubleshooting from Royal Institute of Electronic Engineering from April 2/2001 to June 6/2001.

Completed Network Design and Implementation course successfully from ER & DCI NOIDA, in Feb8, 2003.

Passed CCNA certification.

Completed MCSA course in Exchange Server 2003 successfully from NetMax technologies

Completed on job training on Linux and MySQL from WinPaq Computers

Professional Development through workshops

Attended on job training workshop of Implementing and managing Network, web & Gateway Security.

Attended on job training work shop of Linux and MySQL.

Attended on job training work shop on Check Point Firewall.

Educational Qualifications

Completed three years Engineering Diploma in Electronics with Specialization in Microprocessors.

Completed 10+2 Academic studies in Physics, Chemistry and Maths from Reputed Schools.

Inter Personal Skills

Team player, Exceptional Presentation & Communication Skills.

Customer Experience Training

Telephone Etiquette & E-mail Etiquette.

Voice & Accent

Languages Known: English, Punjabi and Hindi

References available upon request

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