Annamalai Murugappan

Experienced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail, and a methodical approach.

Fast worker able to resolve problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Routing and Switching Protocols. 

Passionate about working on multiple projects. Willing to relocate to any place. Worked on a

 24/7 environment.

WORK EXPERIENCE

Sophos | Technical Support Engineer L1

Jan 2022 - Jan 2023 | Vancouver, British Columbia, Canada

• Evaluate, Break-fix, test and maintain Sophos XG firewalls.
• Expertise in monitoring network-based IDS/IPS technologies.
• Provide advance troubleshooting via remote session to customer’s environment towards a resolution that includes: installation issues, network troubleshooting, OS configuration for Sophos appliances. 
• Evaluate and install operating system software and applications on various Sophos appliances based on customer’s requirements.
• Configure and troubleshoot various VPN (Remote& Site-to-Site) issues inside Sophos to various other vendors.
• Proficient in configuring and troubleshooting Sophos Email gateway & Web gateway.
• Configure SD-WAN and Route based VPN according to customer requirements.
• Reproducing issues in the lab environment and escalating to the development.
• Working quickly and effectively to act against requests and incidents of escalated issues.
• Working with Sophos partners, premium customers to resolve firewall & email issues.
• Responsible for providing technical support for issues related to Sophos XG, Sophos UTM, WAF(web application firewall), Sophos email & Web appliances and Sophos central email protection.

Rogers communications | Technical support Tier 1

April 2018 – 2022 Jan | Moncton, Canada

• Troubleshooting Wireless Network coverage, Roaming, call routing, SMS, MMS, Voicemail, Internet connectivity issues, resetting network connection for wireless customer.
• Provided technical direction to customers regarding operational issues, firmware upgrades, and general maintenance
• Troubleshoot required resolution, including account provisioning, device functionality, and configuration
• Consult user guides and technical manuals to research and implement solutions.
• Handling client inquires about repairs, technical problem resolution and connectivity.
•  Knowledge in Tracing issues and escalating tickets for unresolved issues using ticket management tool.
• Provide network and Data support to clients in response to identified difficulties.
  Analyzing network with help of various software
• Performed as Subject Matter Expert (SME) for Wireless Product to provide floor support to newly trained Wireless agents.

HCL Technologies | Lead Engineer 

July 2015 – Sep 2016 | Chennai, Tamil Nadu, India

•  Worked    in    Feature   Regression    Testing    in   ASR    And    CSR   routers    such    as ASR1000, ASR1000x, ASR1004, ASR1006, ASR1013 devices and CSR Virtual Routers.
•  Involved in Manual testing to simulate the issues faced by the customers and automate those scenarios by writing scripts in TCL.
•  Involved in fixing script issues while integrating them into the Test beds.
•  Running the automated scripts regressively and filing bugs against Cisco IOS images to improve the quality of the images.
•  To Analyze defect and Zero-in on the type of defect, whether it is a defect on the IOS or   defect with the script and to log defects accordingly.
•  Used to fix issues reported on TCL scripts in behavior changes in existing features.
•  Test case execution, defect logging and tracking and daily reporting activities.
•  Mentoring New Joiners.

 Tata communications transformation services | Exécutive

July 2011 to July 2015 | Chennai, Tamil Nadu, India

• Troubleshooting Routing protocols issues in BGP, MPLS & OSPF for customer CPE as well as provider end routers.
• Troubleshooting Network outages like Slot failures in Provider Routers (Cisco & Juniper routers), BRAS (Juniper Routers), DSLAM and ATM equipment (Alcatel ATM switches).
• Troubleshooting the Quality, Circuit down, HSRP related issues and IOS related issues.
• Slowness, Packet loss, Link flap issues in IP-VPN, IP-Sec and Internet connections.
• Physical line and hardware issues in routers for MPLS-VPN, Internet, and carrier circuits.
• Analyzing and troubleshooting the ISDN, VOIP and IP Services.
• Operations of Nortel DMS 100, Nortel VOIP CS2K, Ericsson AXE 10 and PVG.
• Daily routine checks up on the switches and Inter switch Routing Check.
• Analyzing and troubleshooting the destination unreachable issues (National & International).
• Coordinate with Field Engineers and Other OLO & Network Surveillance in 24x7 environments.
• Managing 3 NOC domains - IP, Transmission & Voice doing service assurance and service fulfillment activities.
• Acting as 2nd level of escalation for NOC &Coordinate with Level 3 and Level 1 Engineers.

Master of Engineering in Internetworking - September  2016 to April 2018

Dalhousie University   - Halifax, NS 

 Bachelor of Engineering in Electronics & Communication - June 2007 to June 2011

 ANNA UNIVERSITY   - Chennai, Tamil Nadu