SUMMARY

• Cisco and Juniper Certified Network Professional with 8.5 years of experience in network system design, Implementation, administration and troubleshooting.
• Experienced Cisco/Juniper Firewall, Security and Network Administrator as well as a Certified Network Professional, routing and switching.
• Worked on F5 LTM, GTM series like 6400, 6800, 8800, Viprion for the corporate applications and their availability.
• Knowledge in planning, design, implementing and troubleshooting complex networks and advanced technologies.
• Identify, design and implement flexible, responsive, and secure technology services.
• Experience with Firewall Administration, Rule Analysis and Rule Modification, project implementations.
• Modified internal infrastructure by adding switches to support server farms and added servers to existing DMZ environments to support new and existing application platforms.
• Advanced knowledge in Cisco ASA 5000 series and Juniper SRX installation, configuration and maintenance.
• Working knowledge of networking devices such as Routers, Switches, Firewalls, VoIP, WAN Optimizers and Wireless Devices (Controllers and Access Points).
• Adept at configuring and troubleshooting of VPC on Nexus 7Ks, 5Ks and VDC on NX7Ks.
• Hardware knowledge of various line cards in Nexus 7Ks and 5Ks.
• Expertise in Configuration of Virtual Local Area Networks (VLANS) using Nexus 7Ks, Cisco routers and multi - layer Switches and supporting STP, RSTP, PVST, RPVST along with trouble- shooting of inter-VLAN routing and VLAN trunking using 802.1Q.
• Deploying Intrusion Detection System (IDS), Intrusion Prevention System (IPS) devices in the network.
• Expertise in configuration of routing protocols and deployment of OSPF, EIGRP, BGP and Policy routing over Cisco Routers, Switches (Nexus 7Ks, Catalyst 6500).
• Experience with NX-OS on Nexus Switches.
• Excellent experience in working with Cisco 1800, 2500, 2600, 2620, 2800, 2900, 3600, 3800, 3900, 7200, 7600 and ASR 1000, 9000 series Cisco Routers.
• Experience working on Juniper series of devices like MX-960, MX-480, MX-104, M10i, M7i, SRX-550, SRX-240, SRX210 and EX, QFX series of switches.
• Experienced in working with Cisco 2900, 3500, 3700, 4500, 6500 series Cisco Catalyst Switches and Nexus Switches 2200, 5500 and 7000.
• Experience in configuration and deployment of dynamic routing protocols OSPF, EIGRP & BGP over Cisco Routers.
• Worked on Migration projects involving the refresh of devices from Cisco to Juniper in the network infrastructure.
• Expert in Configuration and troubleshooting of Virtual Local Area networks (VLANs) using Cisco routers and multi-layer Switches supporting STP, RSTP, PVSTP, MSTP and IEEE 802.1q, inter VLAN routing and VLAN trunking.
• Implemented redundancy with HSRP, VRRP, GLBP, and Ether channel technology (LACP, PAgP).
• Router configuration for L2/L3 LAN and WAN networks and Intra company networks.
• Implemented traffic filters using Standard and Extended access-lists, Distribute-Lists, Route Maps and route manipulation using Offset-list.
• Experience in technical documentation of MOPS, Project handoff documents and Visio Drawings.
• Aware of procedures in change management and implementation of changes in accordance to the procedures.
• Hands on experience in using Network Monitoring and Packet Sniffing tools.
• Strong interpersonal, organizational communication, customer service & presentation skills.

TECHNICAL SKILLS

Routers: Cisco 1800, 2500, 2600, 3200, 3600, 3700, 3800, 7200, 7600 and ASR 1000. Juniper MX-960,MX-480, MX-104, M10i, M7i

Switches: Cisco Catalyst (2960, 3560, 3750, 4500, 4900, 6500) Nexus (2200, 5500, 7000), EX- 4300, EX-4200, QFX-5100

LAN Technologies: Ethernet, Fast Ethernet, and Gigabit Ethernet, Ten Gigabit Ethernet, SMTP, VLAN, Inter-VLAN Routing, VTP, STP, RSTP, DOT1Q

WAN Technologies: Frame Relay, ISDN, PPP, HDLC

Firewalls: Cisco ASA, Juniper SRX.

OS products/Services: DNS, DHCP, Windows ( XP, 7, 8), UNIX, LINUX, MS Excel, MS Visio, MS power point, Linux Red hat

Protocols/Services: Routing Protocols (RIP v1 & v2, OSPF, EIGRP, BGP), QoS, VRRP, HSRP, TCP/IP, UDP, ESP IPsec, MPLS, PPP, PPTP, IPSEC, IKE, SSL, SSH

Network Management: Infoblox, NetMRI, Wireshark, Solar winds, Nagios, NetScout.

Security Server Protocols: TACACS+, RADIUS, Cisco ACS

PROFESSIONAL EXPERIENCE

Confidential, Tustin, CA

Sr. Network Engineer

Responsibilities:

• Extensive experience in a data center, working for multiple projects like Transformation and Operation.
• Designed Network for various government agencies like Sherriff, Health Care Agency and Social Services Agency.
• Configured Cisco devices with various protocols like VRF (Virtual Routing and Forwarding), OSPF and BGP as per the design and the number of users in a site.
• Dealt with implementation of deployment related to Cisco devices like ASR 1002x, Cisco p switch and ISR 2950, VG 310 etc.
• Experience with moving data center from one location to another location, from Cisco 6500 based data center to both Cisco 6500 & Nexus based data center.
• Extensively worked on Cisco catalyst 6509 and implemented VSS along with VDC and VPC on Nexus 5505, 7009 switches.
• Worked on a project to help clean up legacy FW policies and create migration path from current ASA to Palo Alto firewall and Cisco next gen ASAs. Cleaned up around 50000 rules based on activity within 3 months prior to the migration project.
• Automated network implementations and created boot scripts using python/shell scripting.
• Experience with converting Cisco ACE load balancer to F5 LTM load Balancer in data center environment.
• Experience with F5 load balancers - LTM, GTM series like 6400, 6800, 8800 for the corporate applications and their availability
• Implement IPSEC, SSL VPN solutions including Palo Alto Networks Global Protect with single and multiple gateway solutions including integration of PKI certificates
• Designing and deploying dynamically scalable, highly available, fault tolerant and reliable applications on AWS
• Collected requirements from the client and selecting appropriate AWS service with required capacity and to design and deploy applications based on given requirements.
• Migrated complex, multi-tier applications to AWS.
• Defined and deployed monitoring, metrics and logging systems on AWS. Migrated existing on-premises applications to AWS. Worked on creating VPCs, EC2 instances, ELB, RDS, DIRECT Connect, Cloud formation templates, S3, Route53, cloud watch
• In depth knowledge with port-channel and used it as an integral part while making designs in order to provide redundancy for end users at emergency situations.
• Co-ordinated with Level-3 communications for site transformation and Level- 3 ADVA box installation.
• Troubleshoot issues related to VLAN, VLAN Trunking, VRRP failovers, related issues.
• Performed IOS upgrades for cisco routers and switches remotely by using TACACS.
• Have worked on various tickets for network issues with operation’s team and provided ON call support for Priority -1 and priority 2 tickets.
• Hands on experience working with tools like ServiceNow, SevOne and TACACS.
• Troubleshooted issues related to Vlan, Port-channel and port-activation for government agencies.
• Developed a plan to make sure all the transformed sites have devices with latest IOS and co-ordinated with operation’s team to implement it.
• Worked with voice team for transformation of sites and provided Network cut-over from Confidential Data Center.
• Implemented changes on a weekly basis at various sites related to Vlan, port-channel and VRF to achieve target on a monthly basis to meet customer needs.

Confidential, Dallas, TX

Sr. Network Engineer

Responsibilities:

• Responsible for the conversion of the existing environment from an EIGRP to OSPF setup to facilitate the migration of Core from Cisco to Juniper.
• Implemented MX-960 router and configured virtual chassis in the core to enable interchassis redundancy.
• Responsible for turning up BGP peering and customer sessions, as well as debugging BGP routing problems during the conversion of existing point-to-point circuits to MPLS.
• Implemented Dual homed connections between multiple UHG sites to connect to primary and redundant datacenters in Chaska/ Santa Ana.
• Dealt with implementation of deployment related to Cisco ASA 5585 devices, Juniper SRX 550 devices to apply security policies on it.
• Installation, Migration, Upgrade and Integration of NetScout nGenius Monitoring Tool Solution
• Implemented NetScout Service Delivery Manager and Analytics for alarming and alerting for business critical applications.
• Troubleshoot issues related to VLAN, VLAN Trunking, VRRP failovers, related issues.
• Involved in Planning for upgrade of IOS/JUNOS on devices and performing the upgrade to the TAC recommended code.
• Working knowledge in VOIP environments and installing security, SAN and VM Ware as well as IVR and CVP
• Tracked NetScout orders, replacement and installation of Infinistreams that have been deployed at field offices
• Responsible for installation, troubleshooting of firewalls(Cisco firewalls and checkpoint firewalls)
• Implemented data center technologies such as AWS, f5 Cisco 2900/3800/3900 ISR, CSR 1000v, Cisco Catalyst 3850, 3750, 2960 Switches, Cisco 3020 Blade Switch, ASA Firewalls, HP c3000/c7000 chassis, non-chassis based ESXi hosts, HP FlexFabric, iLO Standalone/Blade Brocade Fibre Channel Switches, DMVPN and P2P IPSEC, static, EIGRP and BGP routing protocols.
• Providing support for checkpoint R77. 40 with GAiA and SPLAT
• Implemented and managed commvault simpana 10 in our local andremote data centers over a private DMVPN WAN to provide fast local SAN based backups/restores
• Extensive technical experience of VoIP technologies, business continuity, and disaster recovery processes as they pertain to voice services.
• Pre sales activities including BOM creation in CCW, SOW’s, and work requests.
• Configured network access servers for AAA Security
• Assisted in the architecture, evaluation and recommendations related to purchasing and installing hardware, software related to IPV4 and IPV6 Networking.
• Defined and managed the implementation of PCI DSS security compliance
• Completed several annual PCI DSS Self-Assessment questionnaire(SAQ).
• Configured network access servers and routers for AAA Security (RADIUS/ TACACS+)
• Developed deployment solutions for network technologies including Optical VoIP VPN SAN switching and routing
• Hands-on experience of various layer 2 transport protocols including ATM & Frame Relay and MPLS, 2547bis VPN, RFC 4364, mVPN, VPLS
• Add Trunks, Spanning Tree protocol, Port-Security, VLAN-MAPs and DOT1X for Switches and Wireless.
• Troubleshoot issues with Wireless Access points (Cisco 3502) and configure SSID’s on 5520 Wireless LAN Controllers.
• Experience with Aruba wireless LAN controllers, Airwave, Clearpass and Amigo Products Access points and/or Cisco Wireless LAN Controllers
• Delivering high quality technical collateral for the Aruba WLAN product line for customer, partner and SEs.
• Responsible for Juniper SRX firewall management and operations across our corporate networks.
• Responsible for Working with JTAC/CISCO TAC for resolving escalated issues and bug fixes.
• Worked on a project to migrate vendor DMZ's from a disaggregated cisco environment to a unified SRX 550 firewall cluster leveraging UHG's services.
• Configured DHCP scope in Infoblox.
• Responsible for preparing and maintaining multi-system demo environments, which is used by sales team to demonstrate Aruba's product and features to customers.
• Cisco UCS 5000 Chassis implementation with B200 M2 blades
• Installation and administration of VMware ESX, ESXi Servers using vCenter Server
• Delivered and cultivated rapid threat detection using Cisco Sourcefire IPS with AMP, ThreatGrid sandboxing, advanced threat intelligence using the CIF, and OpenSOC, including Hadoop for consuming, parsing and analyzing 6 Gbps per PoP, with all forms of system telemetry
• Managed successful delivery of massive security response portfolio including Splunk, Cisco WSA, Cisco IPS, Sourcefire FirePower and AMP, Cisco ESA, FireEye, Passive DNS collection, DNS-RPZ, Cisco ISE, Lancope StealthWatch, and Mandiant, collecting over 20 billion events per day into 1TB of growing events per day.
• Installed configured and updated firmware on UCS C210 servers for physical migrations
• Monitored network traffic and developed capacity-planning initiatives, making necessary recommendations, additional resources or hardware.
• Provide Load Balancer expertise on F5 BigIP LTM and GTM devices like 7050 and 2200 and Troubleshoot application slowness.
• Experience with information security control frameworks( NERC CIP V3, PCI, NIST, COBIT).
• Responsible for writing and executing Test Plan, Desk level procedures and Test Case for smooth network operations.
• Expert Understanding to develop the complex Use Cases, Universal device support Modules on the QRadar SIEM knowledge on creating the uDSM parser for the logs normalization in the SIEM tool.
• Configuring Nexus 2000 Fabric Extender (FEX) which acts as a remote line card (module) for the Nexus 7000. Configuring VDC & VPC in Nexus 9k, 7k, 5k and 2k
• Experience working with Cisco Nexus 2148 Fabric Extender and Nexus 5000 series to provide a Flexible Access Solution for datacenter access architecture.
• Installed the Cisco Prime Data Center Network Manager (DCNM) tool to allow centralized management of all Cisco Nexus 9k switches and Cisco UCS C-Series servers
• Configured SourceFire sensors for deployment in critical/high volume network segments
• Performed customer network assessments and made recommendations on SourceFire sensor placement and configuration.
• Analyzed and tested Bandwidth testing for Cisco, Motorola for network protocols using Wireshark tool.
• Expert testing and troubleshooting skills for IP/MPLS networks
• Installed CUCM 8.x Publisher, joined new Subscribers to the Cluster and integrated with existing cluster using SIP trunks for intercluster calling.
• Provided Tier 3 support on SourceFire IPS/NGFW sensor placement and deployments
• Monitored and tuned IDS alerts for possible network intrusions in SourceFire and Cisco IPS units
• Implementation of Checkpoint Firewall 4.1 to protect and authenticate local-net and DMZ. Defined policies, NAT and anti-spoofing for internal, external networks as well as Internet gateways.
• Experience in configuring Virtual Device Context in Nexus 7010.
• ConfiguredJuniperMX80s, EX4300s, and SRX240s to implement as a part of the branch.
• Has a good experience working with the Trouble Tickets on F5 Load balancers.
• Managing enterprise BGP setup by configuring and troubleshooting BGP related issues.
• Responsible to add new BGP peers for remote branch offices and business partners.
• Experienced with Juniper: EX-2200, EX-4300, EX-4500, MX-480 and M Series, SRX210 and SRX240 troubleshooting.
• Implemented security policies using ACL, Firewall, IPSEC, SSL, VPN, IPS/IDS, AAA (TACACS+ & RADIUS)
• Configured VPN tunnels to multiple vendors with end devices terminating at vendor end being a Cisco/Juniper firewall.
• Perform Configuration changes on BIG IP (F5) Load balancers and monitored the Packet Flow in the load balancers.
• Worked with team of 4 engineers to design, implement, manage, and maintain 85+ Cisco ASA and PaloAlto firewalls across the enterprise network.
• Involved in Configuring and implementing of Composite Network models consists of Cisco 7600, 7200, 3800 series and ASR 9k, GSR 12K routers and Cisco 2950, 3500, 5000, 6500 Series switches.
• Configured networks using routing protocols such as OSPF, BGP and manipulated routing updates using route map, distribute list and administrative distance for on-demand Infrastructure.
• Designing and Implementation of (LAN) VLANs, VTP, Spanning Tree (STP), Trunking (Dot1q and ISL) and Ether channel.
• Administration of ASA and Juniper SRX firewalls in the DMZ and FWSM in the Server Farm to provide security and controlled/restricted access.
• Responsible for monitoring alerts through tools like Solar winds Orion, xenoss, scrutinizer in the Production environment as a part of first response for the service desk.
• Implemented changes in projects in accordance with the change management process and responsible for MOPS, Post-Implementation handoff documents and Visio drawings.

Confidential, NYC, NY

Sr. Network Engineer

Responsibilities:

• Played responsible role for implementing, engineering, and level two support of existing network technologies/ services and integration of new network technologies/services.
• Worked on 3560, 3750, 3850, 4510, 4500-X, 6509 series Cisco Catalyst switches, and 2248, 5020, 5548 and 7010 Cisco Nexus switches in multi VLAN environment for the implementation of inter-VLAN routing, 802.1Q trunking, and Ether Channel.
• Performed network administration tasks such as creation and management of VLANS, Port security, Trunking, RPVST+, Inter-VLAN routing, and LAN security.
• Configuration of site-to-site VPN connections (IPsec/GREtunnels, DMVPN) to support diverse network connections to extranet clients.
• Lift and shift of an existing on-premises application to AWS
• Selecting the appropriate AWS service based on data, compute, database, or security requirements
• Worked as a member of the NOC groups to troubleshoot issues related to IP phones, Connectivity and application slowness.
• Created network installation guide for the deployment of NetScout nGenius product line.
• Provided Tier III troubleshooting support, in ACD, Call Recording, CTI, SIP Trunk.
• Monitor, analyze, troubleshoot Aruba APs, wireless controllers and s3500 switches using the Airwave management systems.
• Estimating AWS costs and identifying cost control mechanisms
• Enabled and assisted internal business units to build and maintain PCI certified systems and infrastructures
• Provided guidance on PCI DSS requirments.
• Experience with tunneling methods like GRE/mGRE, DMVPN, ...IPsec, L2TP, ezvpn, IKE v1 and v2 remote vpns
• Configured network access servers and routers for AAA Security (RADIUS/ TACACS+)
• Maintained, configured, and sustained the Cisco VoIP network.
• Created VOIP design documents including dial plans for international branches
• Good understanding of Aruba wireless networks
• Main member in planning IPT based solution using Cisco Call Manager 5.0 Wireless networks at HO DMVPN based IPSEC from access location to core.
• Create packet captures and snort rules to test SourceFire sensor operation and verification of traffic
• Configured and administrated Gigamon GigaVUE-MP for traffic monitoring and redirect.
• Troubleshoot issues with Wireless Access points (Cisco 3502) and configure SSID’s on 4506 Wireless LAN Controllers.
• Tracked all NetScout orders, worked with system integrator, and data center management and implementation teams ensure all equipment received.
• Pioneered the configuration and deployment of Cisco FireSight and FirePower IDS devices for two diverse networks.
• Integration of different devices/applications/databases/ operating systems with SIEM
• Analyzed and tested network protocols (Ethernet, TCP/IP) using Wireshark tool.
• Adept at configuring and troubleshooting of VPC on Nexus 7Ks, 5Ks and VSS on Cat 6509, 4500-X.
• Expertise in Configuration of Virtual Local Area Networks (VLANS) using Nexus 7Ks, Cisco routers and multi-layer Switches and supporting STP, RSTP, PVST, RPVST along with trouble- shooting of inter-VLAN routing and VLAN trunking using 802.1Q.
• Migration and consolidation of Physical and Virtual Servers from one data center to other datacenter using PlateSpin Migrate and VMware vCenter Converter.
• Expertise in configuration of routing protocols and deployment of OSPF, EIGRP, BGP and Policy routing over Cisco Routers, Switches (Nexus 7Ks, Catalyst 6500).
• Installed and worked on VMware Site Recovery Manager (SRM 4.0) for the disaster recovery and managed recovery plans.
• Configured VMware HA, VMware DRS in acquiring higher efficiency for VMware Infrastructure
• Performed ISSU on Nexus Switches and responsible for troubleshooting application latency.
• Resolved various trouble tickets related to routing (BGP, EIGRP, Static Routes, prefix-list, route-map, distribute-list, route-redistribution), switching (VLAN, port security, trunking, STP, VPC, HSRP, FEX).
• Designed, planned and performed failover testing with various extranet clients successfully.
• Involved in design, implementation and configuration of HSRP for load balancing on L3 switches on different location of office on the switched network.
• Managed inventory of all network hardware, Management and Monitoring by use of SSH, Syslog, SNMP, NTP.
• Develop a correlated picture of what is occurring right now in an enterprise through integration of information from a variety of devices with QRadar SIEM tool, then normalizing and correlating the information to develop modules that provides real-time (or near real-time) reporting in SOC
• Experience with Cisco UCS server blades with VMware ESX deployments on Cisco UCS
• Member of a team of contractors responsible for providing end to end LAN/WAN solutions. Additional responsibilities included maintaining a network infrastructure with Cisco routers and switches, consulting with users to determine needs and troubleshoot issues on the network.
• Installed enterprise-class Cisco, Juniper, and PaloAlto routers, switches, and firewalls
• Performed maintenance and troubleshooting of connectivity problems using PING, and Trace route.
• Used DHCP for automatic assign reusable IP addresses to DHCP clients via Infoblox IPAM.
• Configured and maintained OSPF protocol which include deployment of new locations in the existing infrastructure created Stub/areas and configured summarization for effective routing
• Configured OSPF on ASR1002/9001 Cisco routers at various back offices across US.
• Configured ACLs in Juniper SRX 3400 firewall for Internet Access requests for servers, Protocol Handling, Object Grouping and NAT.
• Experience setting up SRX 240 HA Pairs on the branch firewalls for redundancy.
• Configured SPAN and RSPAN for network monitoring.
• Worked on network-based IT systems such as racking, stacking, cabling and module replacement.
• Gained experience in troubleshooting Cisco IP phone.
• Configured and installed Wireless Access Points at different company’s location and managed them through Wireless LAN Controller (Cisco).

Confidential, Dublin, OH

Network Engineer

Responsibilities:

• Configured Routing protocols such as OSPF, EIGRP, static routing and policy based routing on various branch and datacenter devices.
• Team member of Configuration ofCisco7206 router with VPN and Configuration of 6509, 4506 Catalyst devices.
• Configuration 7609, 7606 with OSPF and catalyst 6505, 4500, 3550 switches with various VLAN.
• Create and testCisco router and switching operations using OSPF routing protocol, ASA Firewalls and MPLS switching for stable VPNs.
• Configuration and troubleshooting link state protocols like OSPF in single area and multiple areas.
• Involved in the Redesign of Internet connectivity infrastructure for meeting bandwidth requirements across manufacturing plants in Ann Arbor and Montgomery Plants.
• Utilize server-based applications to define the traffic on NetScout Probes
• Configured HSRP and VLAN trunking 802.1Q, VLAN Routing on Catalyst 6500 switches to implement in the manufacturing plant in Ann Arbor.
• Authored proposal for NetScout training and received management approval to purchase training for NOC Network Engineering, Security and SystemsEngineering.
• Optimized performance of the WANnetworkconsisting of Cisco 3550/4500/6500 switches by configuring VLANs.
• Configured VLANs with 802.1q tagging. Configured Trunk groups, ether channels, and Spanning tree for creating Access/distribution and core layer switching architecture.
• Configured BPDU Guard, port-fast, uplink fast and other spanning tree features.
• Configuration and troubleshooting of Cisco 2500, 2600, 3000, 6500, 7500, 7200 Series routers.
• Providing Technical Support and solutions forNetwork Problems and resolve tickets across sites, plants and corporate offices.
• Responsible Implementing NAT solutions on WAN applications with Cisco ASA based solution.
• Planned, tested and evaluated various equipment, systems, IOSs and procedures for use within the Network/security infrastructure.
• Involved in periodic IOS upgrades, troubleshootingnetworkoutages and high severity incidents.
• Participate in all technical aspects of LAN, WAN, VPN and security Internet Service projects including, short and long-term planning, implementation, project management and operations support as required.
• Worked on Cisco Routers, Active /Passive Hubs, Switches, Cisco ASA Firewalls, NAT and Juniper SRX firewall.
• Deploy and support network load balancers, such as F5 LTM/GTM,CiscoACE, etc.

Confidential, Phoenix, AZ

Network Engineer

Responsibilities:

• Installed and configured routers, Cisco 2800, 3845 routers and cisco catalyst switches.
• Engaged in office moves, helped in identifying network requirements of new building, installed new networking hardware, and coordinated with vendors for cabling/wiring
• Trouble-shooting end-user reported problems, thoroughly and accurately documenting problem in trouble management tool.
• Configuring DNS /NIC card issues and wall jack issues while troubleshooting IP addressing problems.
• Responsible for creating, modifying, removing VLAN configuring as per the need.
• Tracking overall network traffic and capacity issues that are impacting throughput, bandwidth, and quality
• Pinpointing physical network conditions that are contributing to call quality issues
• Applied effectively various routing protocols including EIGRP and OSPF Implemented Redistribution of Routing protocols.
• Solving web related problem including HTTP, HTTPS, DNS, SMTP.
• Involved in migration from EIGRP to OSPF and documented change management procedure for migrating from EIGRP to OSPF network.
• Configured ACLs to prevent access to internal network from unauthorized users on ASA firewalls.
• Troubleshoot intra-net and internet connectivity issues using PING and Traceroute.
• Configured HSRP, Ether Channel in the LAN environment and NAT.
• Responsible for service request tickets generated by the helpdesk in all phases such as troubleshooting, maintenance, upgrades, patches, fixes, and all around technical support.