Shiva Anaparthi

Client: Palo Alto Networks

Product: Prisma Access

• Serving as primary technical point of contact for customers, offering expert guidance for complex issues, and ensuring timely resolution to enhance customer satisfaction.
• Managing over 50 customer accounts, delivering support and guidance to ensure optimal product adoption and customer satisfaction.
• Conduct product demonstrations, webinars, and training sessions to educate customers on new features, best practices, and advanced functionalities, ensuring they are fully equipped to use the product effectively
• Utilize monitoring tools to proactively identify potential issues, provide preventive solutions, and ensure optimal performance of deployed products.
• Develop and implement customized customer success plans that align with client objectives, regularly reviewing progress to ensure targets are met and exceeded.
• Manage escalations effectively, coordinating with internal teams to provide timely solutions while maintaining positive customer experience.
• Create and maintain detailed documentation, including best practices, troubleshooting guides, and FAQs, to enhance customer support experience.

Client: Palo Alto Networks

Product: Starta Firewalls

• Worked as member of T3 escalation team, specializing in Panorama, VPN, and Platform subject matter expertise (SME), providing advanced technical support and resolution for complex issues in these critical areas.
• Collaborating closely with customers via remote sessions to facilitate issue resolution and drive towards timely solutions, ensuring seamless and efficient support experience
• Working closely & collaborating with the engineering team in reporting unexpected behavior/bugs to drive towards a resolution.
• Deploying and configuring replication testbed for developers to facilitate resolution of reported defects.
• Upon resolution of issue, ensure thorough documentation and comprehensive Root Cause Analysis (RCA) report are promptly delivered to both customer and accounts team.
• Take proactive measures to keep customer informed about status of their case, providing timely updates and clear communication throughout process.
• Consistently providing stakeholders with regular updates on incidents or cases, ensuring transparent communication and keeping them informed of developments at all stages of the process.
• Effectively addressing critical and non-critical issues related to Palo Alto Networks Next-Generation Firewall (NGFW), ensuring prompt resolution.
• Analyzing packet captures and system level logs to find root cause of reported issue.
• Having hands-on experience in configuring and troubleshooting Palo Alto firewalls and Panorama
• Providing assistance in OS upgrades/downgrades to multiple PAN-OS versions
• Providing assistance in taking configuration backups and device state.
• Skilled in configuring, managing, and troubleshooting diverse range of Palo Alto Networks devices, including PA-200, PA-800, PA-3400, PA-5000, PA-5200, PA-5400, PA-7000, VM firewalls, M-series Panorama, VM Panorama, and Log Collectors.
• Proficiently troubleshoot a diverse range of issues encompassing traffic, reachability, policies, APP-ID, User-ID, URL filtering, routing, SSL, IPsec, certificates, GlobalProtect VPN, logging, Panorama, commit processes, Layer-7 inspection, decryption, SD-WAN, WildFire, and other related areas.
• Diagnose and mitigate high memory and resource utilization issues, along with addressing dataplane challenges, to optimize system performance and ensure uninterrupted network operations.
• Worked in configuring and implementing failover solutions, including high availability setups such as active-active and active-passive modes, to ensure continuous operations.