Work Experience
Technical Support Engineer
eCAPS Computers India Pvt. Ltd.
12-2024 - Present
Delivered end-user and network support, achieving >95% first-call resolution for common issues and maintaining >99% system uptime. Configured and maintained 60+ SonicWall NextGen firewalls, implementing secure policies and VPNs for remote/branch connectivity. Troubleshot and optimized VPN tunnels, routers, switches, and access points, improving branch office connectivity performance. Monitored IDS/IPS, Web Proxy, and access controls, reducing false positives and enhancing proactive threat detection. Managed tickets via ITSM tools, ensuring SLA compliance and proper escalation under ITIL standards. Collaborated with cross-functional and vendor teams, resolving escalated issues and minimizing downtime impact.
Education
Masters in Science (Information Security)
2025 - Present · India
Bachelor of Commerce with Computer Application
2021 - 2024 · India
HSC
2020 - 2021 · India
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Visa Status
No Visa
Relocation
Open to Relocation
