Customer-Facing Network Support & Security Troubleshooting

JAI CHOUDHARY

Network Support Engineer Customer-Facing Technical Support & Troubleshooting

Jaipur, RJ, India ***************@*****.*** 797-***-**** linkedin.com/in/jaichoudhary SUMMARY

Customer-facing Network Support Engineer with 4.5+ years handling live technical troubleshooting calls, resolving escalations, and supporting enterprise clients through complex network and security issues. Skilled at diagnosing root causes under SLA pressure, explaining technical issues clearly to non-technical stakeholders, and coordinating with cross-functional teams (NOC, Infrastructure, Application) to close incidents. Hands-on experience across Cisco, Palo Alto, and FortiGate environments, backed by security auditing and compliance knowledge (ISO 27001, NIST SP 800-53, SOC 2). TECHNICAL SKILLS

Customer Support & Communication: Technical Troubleshooting Calls, Client-Facing Support, Incident/Ticket Management, SLA Adherence, Customer Escalation Handling, Remote Diagnostics, Cross-team Coordination Routing & Switching: BGP, OSPF, STP, VLANs, NAT, Subnetting, SD-WAN, Layer 4/7 Load Balancing, LAN/WAN Administration, Cisco IOS

Network Security: Next-Gen Firewalls (Palo Alto, FortiGate, Cisco), IDS/IPS, WAF, VPN (IPsec/SSL), DDoS Mitigation, ACLs, Micro- segmentation

Protocols & Infrastructure: TCP/IP, OSI Model, HTTP/HTTPS, DNS Management, SSL/TLS, PKI, X.509 Certificates Monitoring & Diagnostics: Wireshark, Nmap, Nessus, SolarWinds, PRTG, SNMP, Packet Capture Analysis, Root Cause Analysis Compliance & Auditing: ISO/IEC 27001, NIST SP 800-53, SOC 2, PCI-DSS, Risk Assessment, Vulnerability Assessment Certifications: CCNA, CCNP, CompTIA Security+, CEH, AWS Certified Advanced Networking (Trained) PROFESSIONAL EXPERIENCE

Cyber Security Auditor — C3iHub, Kanpur Jan 2025 – Present

• Acted as primary point of contact for internal and external stakeholders during formal audits, walking non-technical stakeholders through findings and remediation steps in clear, accessible language.

• Conducted risk-based security audits aligned with ISO/IEC 27001, NIST SP 800-53, SOC 2, and PCI-DSS to validate corporate compliance across enterprise infrastructure.

• Evaluated technical security controls, access management policies, and operational procedures; identified critical gaps and formulated actionable remediation plans.

• Performed end-to-end vulnerability assessments and compliance reviews across hybrid infrastructure, cloud environments, and web applications.

Network Security Engineer — IMS Group, Ahmedabad Aug 2023 – Mar 2024

• Led technical customer-facing engineering projects, taking troubleshooting calls directly from clients to resolve security, routing, and cloud-edge connectivity issues.

• Investigated, triaged, and mitigated network-based attacks, traffic anomalies, and performance bottlenecks reported by customers, communicating status and resolution clearly throughout each incident.

• Deployed and managed Next-Generation Firewalls (NGFW), IDS/IPS, WAF, and DDoS protection, plus micro-segmentation and ACLs, to safeguard enterprise network perimeters.

• Executed device hardening, firewall rule-base optimization, and routine compliance validation across multi-vendor infrastructure (Cisco, Palo Alto, FortiGate).

Network Support Engineer — TSYN Technology Pvt. Ltd., Jaipur Aug 2020 – Aug 2023

• Provided Tier 2/3 support for core routing, switching, TCP/IP, and global DNS architectures, leading live troubleshooting calls with external clients to resolve technical bottlenecks under SLA pressure.

• Handled customer escalations end-to-end — diagnosing network latency, packet loss, and high-availability issues while keeping clients informed and adhering to corporate SLAs.

• Coordinated structured change management activities, software upgrades, and network maintenance windows with clients and internal teams, ensuring zero business service disruption.

• Monitored global network traffic performance using SNMP tools (SolarWinds, PRTG) and performed packet capture analysis

(Wireshark) to isolate root causes before customer impact.

• Collaborated with NOC, Infrastructure, and Application teams to resolve customer-reported issues in traffic routing, web caching, and application delivery control.

EDUCATION & LANGUAGES

Master of Arts — Rajasthan University, Jaipur (2018 – 2020) Languages: English, Hindi

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