Mihir Chauhan

· Collection, analysis and change recommendations of configuration information
· Collection and analysis of customer network information
· Collection and analysis of packet trace information
· Recommend actions based on analysis
· Customer education (gaps in networking, product knowledge etc
· Installation and configuration assistance
· Reproduction of customer environments on lab equipment
· Follow up technical cases and manage the right expectation until the closure of the cases
· Conduct weekly status conference calls with customers to report status of open issues and projects.
· Conduct quarterly site visits for your managed accounts.
· Work closely and provide direct technical email and phone support to our customers in the Americas Region (Canada, US, Central and South America)
· Develop best practice deployment and troubleshooting methodology documentation.
· Analysis of support request, completion of requests for information and documentation
· Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

· Manage the Premium Support relationship and ensures that Skyhigh Security is and continues to be considered a key technology partner within the account.

· Act as single point of contact for all post sales technical issues.

· Interacting with customers, and cross functional teams to drive customer issues to resolution.

· Work closely with the Field Sales Team/PS Team to ensure that all Skyhigh Security products and services are deployed in a manageable and supportable way, and the customer gets the most out of their investment for the life of the contract.

· Assisting Skyhigh Security customers to resolve their technical issues in timely manner.

· Interacting with the assigned Skyhigh Security customers assigned via phone/email and provide the highest level of urgency to resolve their technical issues in timely manner.

· Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority.

· Work closely with support engineers and escalation team as and when required.

· Be available to be on call when contacted by premium support customers for P0/P1 customer impacting issues during non-operational hours.

· Provide deployment advisory and best practices.

· Proactively monitors customer deployments and drive communication as needed.

· Proactively update customers about cloud updates, upgrade and ensure necessary action to maintain availability and customer satisfaction.

· Run regular service status meetings and case reviews.

· Provide on-site and virtual product training to Premium Support customers as per requirement

· Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues.

· Document all technical issues, analysis and communication with the customer and ensure that the documentation is crystal clear with action items, CTAs etc.

• Experienced working on routing protocols like OSPF , EIGRP, ISIS, IGRP
• Managing DNS Systems/Servers.
• Experienced working on GRE , VPN, site-to-site, client, IPSEC and tunnel modes .
• Assist Customers on Installing and configuring network equipment or to update or fix hardware or software issues during non-production hours.
• Worked on all Citrix Platform`s SDX/VPX/MPX
• Handle Escalation from L1 and L2 and drive towards resolution.
• Work on New Citrix Netscaler instance Deployment and Decommissioning of unused Citrix ADC / Netscaler VPX instances.
• Implement regular Patching and Mitigation steps to mitigate Vulnerabilities for Citrix SDX/MPX/VPX Appliances.
• Authored detailed work plans to meet business priorities and deadlines.
• Configure and Deploy new application requirement on Citrix ADC/ Netscaler.
• Troubleshoot User VPN/Gateway Issues.
• Investigated and addressed user/application related issues to enhance usability and improve functionality to have seam less remote solution on Citrix ADC/Netscaler.
• Gather and Present weekly capacity and health report of all the Appliances.
• Perform regular Disaster Recovery Testing across multiple location to test the existing Load Balancing setup and Citrix environment.
• Engage and Collaborate with Citrix Support and TAM`s for tickets where BUG`s are reported and drive towards resolution.
• Maintain and create SOP`s as and when required for Change/Troubleshooting.
• Review/Validate and Execute Change Request`s.
• Provide KT sessions to L1 and L2 Engineers.
• Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
• Led and assisted Citrix technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Reviewed and assessed Citrix architecture design, implementation, testing and deployment needs to identify project requirements.
• Worked on F5 to Citrix ADC/ Netscaler Migration.
• Suggest and Implement Best Tweaks for Excellent Application Load Balancing.
• Worked on Various Authentication Protocols for User Authentication and Identity Access Management and AAA.

• Assist Customer in Deploying,Managing , Configuring and Troubleshooting ADC (Application Delivery Controller) formerly known as Netscaler and ADM (Application Delivery Management) Appliances.
• Troubleshoot issues related to routing on various routing protocols like OSPF, BGP, EIGRP, ISIS, IGRP
• Worked with Critical customers to understand needs and provide Excellent service 24*7.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Configure and Troubleshoot Hardware/Virtual Appliances and software to set up Internal/External access for Internal/Remote Users.
• Explain technical information in clear terms to non-technical individuals/Customers to promote better understanding.
• Troubleshoot cross-product scenario with Virtual Appliance Hosted on VMWare/AWS/Azure.
• Co-ordinate with Escalation Engineers and Engineering Team for dealing a BUG Request/Log Analysis/Debugging.

• Assist customers in Deploying , Managing , Configuring , Analyzing ,
  Troubleshooting Aruba Wireless Instant Access Points , Switches.
  Worked on various Client Authentication protocols like RADIUS ,
  LDAP , EAP-MSCHAPv2 , etc in Wireless/Wired.
• Document all transactions and support interactions in system for future reference and addition to knowledge base.
• Optimizing existing LAN / WAN network infrastructure.
• Responding to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
• Mentoring less experienced staff.
• Educating customer`s on working , behavior of the OS/Device.
• Troubleshoot cross-product scenario.
• Replacing failed or faulty components.
• Maintain day to day responsibilities assigned on cases.
• Co-ordinate with Engineering on log analysis and debugging.
• Worked on all type of networks from Small to Large.
• Worked in all time-zones/shifts.
• Customer Handling.