Vivek Kumar

Providing L3 level support for Pulse Secure mobility VPN solutions. Mentored Level 1 and Level 2 engineers. Analysed thousands of customer-reported incoming bug reports on the Pulse Secure mobility VPN Product lines, in many areas: Network / Firewall, AAA( AD, RADIUS, LDAP, SAML ), VPN, SSLVPN, Web Rewriting engine, Security Services, Licensing, Application delivery, Vulnerabilities, GUI. Analysed, triaged, assigned to developers. Identified configuration errors or other third-party issues. Reviewed configurations, logs, packet captures, screenshots, and customer comments, to ascertain the legitimacy of the report, and to help set up tests of the reported symptoms. Wrote many bug reports and update Knowledge base mostly on the Pulse Secure mobility VPN Product lines. Collaborated with developers, QA engineers, product managers, technical writers, technical support & system engineers on the product features and quality. Provided process guidelines for the NGFW / UTM Support team, including the enforcement of a policy requiring testing by support on hotfix firmware provided for fixing new issues from customer cases.

• Troubleshooting Broadband, Telephone & DTH connection and providing customer service over the phone. • Handling escalations from customer service agents on the floor. • Conducted internal audits for Process Compliance and maintained risk register for the team. • Escalating unresolved issues to senior managers and make sure they are addressed.