Ervin Sulaj

• Working on escalations from Level 1 Technical Support Team. • Investigate reported technical issues involving the Fortinet FortiGate, FortiAuthenticator, FortiProxy product. • Implement technical solutions to resolve roughly five major customer issues per day. • Replicate complex customer environments on lab equipment to duplicate and resolve problems. • Document and report issues relating to software and hardware to the R&D department, following up on product issues to ensure resolution.

• Installed and maintained Fortigate firewalls, HPe switches, the 3CX PBX Server, and VMware ESXI Servers. • Evaluated security needs to design firewall architecture and Extranet features. • Ensured stock of necessary hardware and software equipment required to maintain the network. • Served as a field technician, traveling to user workplaces to resolve issues on-site in order to minimize user downtime. • Supported over 200 users in the troubleshooting and resolution of account,computer and printer issues.

• Collaborated with other members of the NMC shift team within the NMC Control Room. • Monitored network equipment functionality to detect any failures or alarms. • Utilized diagnostic and test facilities of the various management tools to identify root causes of failures or alarms. • Maintained accurate documentation of all fault information, as well as any corrective actions taken, within the Trouble Ticketing system. • Tested, diagnosed, and configured faulty equipment, including routers and IP Phones.