Luqman Syed
Irving
Summary
Seasoned Technical Support specialist in Network Security domain with a robust background in Palo Alto Networks Stata products , ability to perform network troubleshooting and fostering strong customer relations. Leveraged expertise in various networking protocols alongside advanced security features to enhance system performance. Proven track record in leading complex technical resolutions also focusing on customer satisfaction.
Overview
5
5
years of professional experience
Work History
Senior Technical Support Engineer
Palo Alto Networks
10.2023 - Current
- Worked as a Platform specialist engineer troubleshooting domains like Networking, Platform, Performance and stability and Layer 7
- Track, maintain and prioritize technical cases including proper escalation until case closure.
- Worked as a High Technical resource along with incident management team to solve network outages and P0 incidents.
- Reproduce customer environments on lab equipment and recommend potential alternate solutions.
- Help partner engineers with case slams , bug reviews and trainings.
- Ability to solve critical and executive escalations that have business impact.
- Work in tandem with cross functional teams like sales and Customer success to set correct customer expectations.
Technical Support Engineer
Palo Alto Networks
11.2021 - 10.2023
- In depth troubleshooting on the core of Palo Alto Strata products
- Manage customer communications and expectations until the closure of each case
- Maintain high CSAT score and respond to customers within the SLA's
- Focussed on maintaing low Time to Resolve and expedite customer case resolution
- Provide customer education where needed due to gaps in networking, product
- Collection and analysis of customer system information and recommend corrective actions based on analysis
Test Engineer
Pluribus Networks
10.2019 - 11.2021
- Responsible for testing virtualized switches and distributed Pluribus operating system.
- Developed comprehensive test plans based on functionality , scaling targets and use case scenarios.
- Given technical presentations on regression and solution test results on features that were developed during the release process to the industry partners.
- Setup equipment in lab and troubleshoot layer2 and layer 3 issues.
- Worked with support team in debugging issues reported by customers and isolate bugs from desired bugs from desired behavior execute the tests and analyze the results.
- Good experience working with linux servers, VMware and Ixia traffic generator.
Education
Master of Science - Computer Networking And Telecommunications
Wichita State University
Wichita, KS05.2019
Skills
VLAN, ARP, Ether Channel, STP,
RSTP, Static Routing, RIP, EIGRP,
OSPF, BGP, VXLAN, MPLS
TCP, UDP, DNS, DHCP, SMTP, FTP,
HTTP, Telnet, SNMP, and IGMP
ACL, NAT, VPN, IPsec, SSL, GRE
SDWAN, ZTNA
Zero Touch provisioning, Endpoint
management
VOIP, Wireless
LDAP, RADIUS, TACACS, SAML,
Single Sign On
AV, Web Filtering, Application
Control, Certificate Inspection, DLP,
IPS/IDS
High Availability, Redundancy (VRRP)
Traffic Shaping, QoS
Timeline
Senior Technical Support Engineer
Palo Alto Networks
10.2023 - Current
Technical Support Engineer
Palo Alto Networks
11.2021 - 10.2023
Test Engineer
Pluribus Networks
10.2019 - 11.2021
Master of Science - Computer Networking And Telecommunications
Wichita State University