Muhammet Ali Akyıldız
Istanbul
Summary
Collaborative Technical Support Engineer with a strong focus on leveraging internal and external relationships to address complex issues. Skilled in seeking assistance from vendors, colleagues, and external sources to enhance ticket responses and ensure customer satisfaction. Utilizes personal expertise and diverse professional connections to deliver high-quality support. Specializes in the Fortinet Product family with over 5 years of experience in software support within a global environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Cli Bilgi Ve Iletişim Hiz Ltd.
2021.03 - 2024.08
- I provide installation, support, consulting, and troubleshooting services for Fortigate, Fortiswitch, Fortiap, Fortiauthenticator, Fortimail, Fortiems, Fortigslb, Fortisiem, and Fortiweb. Additionally, I am involved in network topology and architecture design. I also deliver security consulting services to our clients.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Technical Support Engineer
Akbilge Bilişim
2019.03 - 2020.03
- At Akbilge Bilişim, I worked on the installation, post-installation maintenance services, and log analysis consulting for the AlienVault SIEM solution provided by AT&T Security.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
System Engineer
Verytech Bilişim Sistemleri
2018.03 - 2019.03
- Due to my role in providing installation and post-installation maintenance services to customers in the post-sale phase, I have worked on the maintenance, management, system updates, and support case management for servers, storage, switches, firewalls, VMware, and Microsoft products across various clients.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Improved system efficiency by implementing and optimizing hardware and software components.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
Education
Bachelor - Electrical And Electronics Engineering
Istanbul Commerce University
Istanbul07.2017
Skills
- Network configuration
- Technical solutions development
- Technical infrastructure migration
- Network operations
- VXLAN designs and troubleshooting
- Firewalls and endpoint security
- Network debugging
Certification
- Fortinet NSE4 Fortigate Administrator License
- Fortinet NSE7 Enterprise Firewall License
- Fortinet NSE6 FortiNAC Administrator License
- Fortinet Certified Professional Network Security
- Extreme Certified Associate in Extreme Switching
- Extreme Certified Associate in Extreme Fabric Connect
Accomplishments
- Switch : Fortinet and Cisco Switching families
- Firewall : Fortigate product family
- Troubleshooting and log analysis : Alienvault and Fortinet products Family
- Routing Protocols : Inter-VLAN, RIP, EIGRP, OSPF, BGP
- Switching Protocols : VLAN, ARP, VTP, STP, MSTP, HSRP, GLBP, Port-Channels, Port Security
- Security : NAT/PAT, Ingress & Egress Firewall Design, VPN (IPsec, GRE), ACL’s
- Infrastructure services : DNS, DHCP, ICMP, SYSLOG, SNMP, NTP, TFTP, AAA, TACAS, RADIUS, SSH
- Networking Tools : Wireshark, MobaXterm, Putty, GNS3, VMware
- Monitoring Tools : Nagios, PRTG, SolarWinds
Timeline
Technical Support Engineer
Cli Bilgi Ve Iletişim Hiz Ltd.
2021.03 - 2024.08
Technical Support Engineer
Akbilge Bilişim
2019.03 - 2020.03
System Engineer
Verytech Bilişim Sistemleri
2018.03 - 2019.03
Bachelor - Electrical And Electronics Engineering
Istanbul Commerce University
- Fortinet NSE4 Fortigate Administrator License
- Fortinet NSE7 Enterprise Firewall License
- Fortinet NSE6 FortiNAC Administrator License
- Fortinet Certified Professional Network Security
- Extreme Certified Associate in Extreme Switching
- Extreme Certified Associate in Extreme Fabric Connect
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