Rahul Nandan Koravankuzhi
Premium Support Engineer - Focused Services
Singapore
Summary
Offering strong foundation in technical support and keen ability to learn and thrive in dynamic environments. Brings capacity to quickly understand complex systems and master troubleshooting techniques.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
Work History
Premium Support Engineer - Focused Services
Palo Alto Networks
02.2024 - Current
- Started providing support for Premium customers of Palo Alto Networks by being a dedicated engineer for Premium customer accounts.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key customer accounts, acting as their primary point of contact for all technical concerns.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
Senior Technical Support Engineer
Palo Alto Networks
04.2020 - 02.2024
- I was recruited to join the Palo Alto Networks Singapore Team on April 2020, however, because of Covid I could not travel to Singapore and hence I joined Palo Alto Networks under India Payroll
- Because of the new norm of Covid where everyone working from home, it was a challenging and difficult path to learn the new product
- Given the vastness of the product line that Palo Alto offers I have slowly and steadily tried to keep building my expertise in each feature that is offered by our product
- I finally got the option to move to Singapore in Dec 2021 and have been working from Singapore since
- I am currently specializing in the Management pillar of the Strata team within Palo Alto Networks since November 2022
Technical Support Engineer Level 8
Cisco Systems
03.2016 - 03.2020
- I was promoted to Technical Support Engineer Level 8 within a span of 1 year
- During my tenure at Cisco, my responsibilities were as below:
- Work with the backbone team with Cisco for the firewall product line
- Have good product knowledge and troubleshooting experience on Cisco ASA, Firewall module on Cisco Catalyst switches, and ZBF (Zone based firewall) on Routers
- Can troubleshoot routing protocols (static, OSPF, and BGP), and switching issues on other Cisco platforms as well and not just on ASAs
- Looking into complicated deployments like Clustering, Inter-site clustering on ASA
- Have looked into many complicated issues and looked into troubleshooting deployments and looked into various high-profile customers like Telstra, RIO Tinto, and Reliance Industries
- I have also worked on the new next-generation firewalls for Cisco which is 'Firepower Threat Defense'
- My primary role during the last year and a half was to help out the team with any technical-level escalations, provide technical training, and Initial Feature Testing on new software releases for both Cisco legacy firewalls (Cisco ASA) and Next Gen firewalls (NGFW) and file bugs on feature issues before the release is made available to the general public
Technical Support Engineer Level 6
Adecco India Pvt Limited
05.2015 - 03.2016
- Joined Cisco initially on a Third-party payroll (Adecco Systems) as a TAC engineer to support Cisco ASA firewalls
Technical Analyst
Infosys Technologies Ltd.
07.2014 - 03.2015
- Worked as a senior T2 escalation engineer for the J/SRX product line
Senior Systems Engineer TAC
Infosys Technologies Ltd.
06.2011 - 12.2013
- Was handed the task of handling escalation cases
- Have been working as Tier 2 providing value-added services to privileged customers under high pressure and critical environment
- Was trained on the high-end Network and Security Manager (NSM, NSM Xpress, NSM 3000), and Security Threat Response Management(STRM 500, 2500,5000)
- Trained newcomers with essential networking technologies, JUNOS, Security Devices, and Management Devices
- Was one of the few engineers (5 out of 40) to be given an opportunity to work directly at the client location (Juniper Networks, Bangalore) as a Tier 3 engineer
Systems Engineer TAC
Infosys Technologies Ltd.
04.2010 - 05.2011
- Continued as TAC Tier 1 with notable performances and appreciation from the client(Juniper) for providing Customer satisfaction
- Learn newer technologies, by working with Customers, and varied and diversified network environments
- Horned troubleshooting skills by handling high-priority and critical cases under tough conditions
- I was made escalation engineer and took over the role of Tier 2 within 7 months into the product line
Education
Bachelor of Technology - Computer Science
VNR VJIET Affiliated With JNTU
Hyderabad, India 04.2005 - 01.2009
Intermediate (Equivalent To Class 11 And 12) - Maths, Physics, Chemistry
Sri Chaitanya Junior College
Hyderabad, India 01.2003 - 01.2005
High School Certificate Examination -
Atomic Energy Central School - 2
Hyderabad, India 01.2002 - 01.2003
Skills
- Good communication skills
- Ability to work effectively in a team
- Good grasping power
- Willingness to learn
- TAC environments
- Linux
- Device management and troubleshooting
- Technical support
- Troubleshooting skills
- Debugging skills
- Network troubleshooting
- Scripting languages
- Troubleshooting and Diagnostics
- Effective communication
- Customer service
- Analytical thinking
Project Experience
- Joined Infosys on June 2009 and was in trained in multiple areas including Networking till January 2010. Worked from April 2010 to September 2012 as Tier 1 and promoted to Tier 2. Supported JunOS firewalls and J series routers from September 2012 to March 2015.
- Joined Cisco as a TAC engineer on 05/20/15, moved to Cisco direct payroll within 9 months. Promoted to Technical Support Engineer Level 8 within a year.
- Joined the Palo Alto Networks Singapore Team in April 2020, worked under India Payroll due to Covid. Moved to Singapore in December 2021 as a Senior Technical Support Engineer for Strata Team, specializing in Management pillar since November 2022 till February 2024. Moved on to a different support role within Palo Alto Networks to provide dedicated support to Palo Alto Premium customers by handling dedicated accounts.
Certification
JNCIA-FW/VPN, Expired
Operatingsystems
- Windows
- Linux (RHEL and Solaris)
- MacOS
Wifename
Radhika Krishnan A
Personal Information
- Father's Name: Nanda Kumaran K
- Mother's Name: Letha Kumari L
- Date of Birth: 06/12/88
- Gender: Male
- Nationality: Indian
Timeline
Premium Support Engineer - Focused Services
Palo Alto Networks
02.2024 - Current
Senior Technical Support Engineer
Palo Alto Networks
04.2020 - 02.2024
Technical Support Engineer Level 8
Cisco Systems
03.2016 - 03.2020
Technical Support Engineer Level 6
Adecco India Pvt Limited
05.2015 - 03.2016
Technical Analyst
Infosys Technologies Ltd.
07.2014 - 03.2015
Senior Systems Engineer TAC
Infosys Technologies Ltd.
06.2011 - 12.2013
Systems Engineer TAC
Infosys Technologies Ltd.
04.2010 - 05.2011
Bachelor of Technology - Computer Science
VNR VJIET Affiliated With JNTU
04.2005 - 01.2009
Intermediate (Equivalent To Class 11 And 12) - Maths, Physics, Chemistry
Sri Chaitanya Junior College
01.2003 - 01.2005
High School Certificate Examination -
Atomic Energy Central School - 2
01.2002 - 01.2003
JNCIA-FW/VPN, Expired
JNCIA-JUNOS, Expired
JNCIS-Security, Expired
CCIE Security, CCIE# 61670
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