Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kaviyapriya Chennappan

Etobicoke,ON

Summary

Result -oriented Technical support professional with more than eight years of experience in providing solution to the technical issue , improving client satisfaction , training and collaborating with cross functional team to narrow down and resolve the issue within the time bound . Supported Aruba Clearpass. , ESXI and Netscaler

Overview

9
9
years of professional experience

Work History

Technical Architect

HCL Technologies
04.2024 - 09.2024
  • Supported the product Netscaler which performs load balancing , content switching , web application firewall
  • Resolved complex technical issues by troubleshooting systems, analyzing root causes, and implementing effective fixes.
  • Provided current best practices and third-party solution alternatives when necessary
  • Mentored junior team members on best practices and technical skills, fostering a culture of continuous learning and improvement.
  • Collaborated with cross-functional teams to design and implement effective software solutions, resulting in increased customer satisfaction.

Senior Technical Support Engineer

Citrix
08.2021 - 03.2024
  • Supported the product Netscaler which performs load balancing , content switching , web application firewall
  • Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
  • Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
  • Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
  • Maintained strong relationships with key clients through regular communication and personalized support strategies.

Enterprise Support Engineer

VMware
05.2020 - 07.2020
  • Supported ESXi hypervisor
  • Implemented software updates and patches to maintain optimal system functionality and security.
  • Reduced downtime by quickly identifying root causes of incidents and providing efficient solutions for enterprise systems.
  • Improved system performance by troubleshooting and resolving complex technical issues for enterprise clients.
  • Participated in regular meetings with management to provide updates on current projects, challenges faced, and progress made toward resolution of issues.

Senior Network Engineer

CSS Corp
10.2015 - 04.2020
  • Supported Aruba Clearpass , which is AAA server which supports RADIUS , TACACS , BYOD and posture analysis
  • Monitored network activities to quickly detect and resolve operational and security issues.
  • Standardized processes and procedures for network maintenance and configuration changes, reducing errors and streamlining operations.
  • Streamlined troubleshooting processes by creating detailed documentation of network infrastructure, configurations, and topologies.
  • Architected high-availability networks incorporating redundancy at all levels for seamless failover during outages or maintenance events.
  • Built and improved network documentation and training procedures to lead successful team completing high-quality work.
  • Collaborated with cross-functional teams to develop comprehensive IT strategies aligning with company objectives.
  • Recommended options for disaster recovery and remote access security.
  • Performed troubleshooting and packet analysis.
  • Reduced downtime for essential systems by proactively identifying and resolving network issues.

Education

Bachelor of Technology - Information Technology

NSIT (Affiliated To Anna University )
Tamilnadu, IN
05.2015

High School Diploma -

Sri Sarada Matriculation Higher Secondary School
Tamilnadu , IN
04.2011

Skills

SOFT SKILLS:

TECHNICAL SKILLS:

  • Client communications
  • Network protocols : OSI and TCP/IP - DNS , DHCP , HTTP(S) , TCP,UDP,IP,ARP
  • Problem-solving abilities
  • Network Security - AAA , RADIUS, TACACS, Certificates , SSL
  • Critical Thinking
  • High availability , load balancing , content switching , basic Linux , Wireshark , fiddler
  • Handling escalations
  • Deployment on hypervisors and cloud

Languages

English
Full Professional

Timeline

Technical Architect

HCL Technologies
04.2024 - 09.2024

Senior Technical Support Engineer

Citrix
08.2021 - 03.2024

Enterprise Support Engineer

VMware
05.2020 - 07.2020

Senior Network Engineer

CSS Corp
10.2015 - 04.2020

Bachelor of Technology - Information Technology

NSIT (Affiliated To Anna University )

High School Diploma -

Sri Sarada Matriculation Higher Secondary School

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Kaviyapriya Chennappan