# Chandru Shanmugam > CFTS at Juniper Networks || JNCIE Service provider #3266 ||CCIE Service Provider # 60570 || Location: Sunnyvale, California, United States Profile: https://flows.cv/chandru I am a Juniper Networks Certified Expert in Service Provider Routing & Switching (JNCIE-SP #3266) and a Cisco Certified Internetwork Expert (CCIE) in Service Provider (#60570). Currently, I am working as a CFTS Staff Engineer in Juniper Networks, supporting major clients like Amazon, Google, and Facebook by handling customer issues and escalations, driving them towards effective resolution. My role involves troubleshooting various customer issues related to Juniper Equipment, particularly the MX series and PTX series, with a focus on providing advanced support for production issues in routing and switching. With over 18 years of experience as a Technical Solution Leader, I specialize in Routing & Switching, Packet Transport, Optical, and L2/L3 protocol testing. I excel in resolving production issues and conducting network troubleshooting, as well as managing customer escalations effectively. My expertise includes lab recreations, test planning, test automation, and innovative problem-solving. I emphasize clear communication and content creation to drive collaboration toward strategic goals. I also have significant experience in upgrade and scale testing, performance evaluations, and addressing field issues through practical lab simulations. I have hands-on experience with Juniper Junos platforms, including MX series, PTX series, and QFX series, as well as CISCO IOS, IOS-XE, and IOS-XR platforms. My technical background extends to Cisco Packet Transport and optical equipment such as CISCO CPT 600/200/50, CISCO ONS 15454 MSTP, and NCS series 2K, as well as various Cisco switches and routers. Additionally, I work with Sandvine network policy control devices (SDE, PTS & SPB) and am proficient in scripting and automation using Python. I’m also skilled in traffic generators (Ixia & Spirent), traffic analyzers, and network monitoring tools, with a diverse background in L1, L2, and L3 devices/protocols. ## Work Experience ### CFTS Staff Engineer @ Juniper Networks Jan 2019 – Present | Sunnyvale, CA • Handling Customer Issues and Escalation and driving them towards resolution • Troubleshooting all types of customer issues for Juniper Equipment's includes MX series, PTX series, ACX series . • Creating workbooks and technical documents on the various issues and features • Recreate the customer issues in the lab to identify the root cause( known or New defects) and Share the RCA, Workaround and possible Fix with customer after discussing with the Dev team • Participating in the customer meetings/ demos , technical discussion and other internal meetings ### Technical solution Leader @ Cisco Tac Jan 2015 – Jan 2019 | Dallas/Fort Worth Area Troubleshooting all types of customer issues for CISCO Equipment's includes CPT (Carrier Packet Transport), ASR9k, NCS42XX, NCS4K, NCS1k, NCS2K & ONS 15454 MSTP (Cisco optical/ DWDM solution). Handling Escalation and driving them towards resolution Started many successful programs to improve customer satisfaction , Examples: Took ownership of the new box in the support center (NCS 4200) in our optical team and written technical documents and driven multiple training’s for the team members, Created multiple workbooks for CPT platform & NCS 4200 and Published tech zone articles. Providing presentations to customers on new features/recommend configuration changes over video/voice conferencing. Recreate the customer issues in the lab to identify the root cause( known or New defects) and Share the RCA, Workaround and possible Fix with customer after discussing with the Dev team Participating in the customer meetings/ demos , technical discussion and other internal meetings ### Technical Lead @ Aricent Jan 2012 – Jan 2015 | Chennai Area, India Handled Customer Escalations and participate in customer meetings for CISCO Optical BU for CPT with expertise in MPLS-TP, MPLS, OSPF, VPWS (PWe3), Carrier Ethernet, EVC (EPL, EVPL, EPLAN & EVPLAN), VPLS, NMS, CPT 600/200/50, and SNMP. Designed Test Topology and Test Strategies Handled Upgrade tests, Release testing and scale testing I have Led a team for the feature testing, Functionality Testing and Identifying Defects Produced the Test Results and Populate them to a Database for review Team Management in knowledge transfer as well as mentoring activities Provided presentation to customers on new features/recommended configuration changes over video/voice conferencing ### Senior Software Engineer @ Aricent Jan 2010 – Jan 2012 •Handled New feature testing, Test plan creation, system testing for SDE ( GTP, GTP-C) •Performed Functionality Tests and Identified Defects •Handled the Performance, Soak testing, and Execute, Analyze and debug Script results & related failures •Produced the Test Results and Populating them to a tool (test link) for customer view •Participated in the internal reviews, meetings and Knowledge Sharing •Provided Technical presentations across the team and driving team related activities ### Subject Matter Expert @ CSS Corp Jan 2007 – Jan 2010 | Chennai Area, India I have gone through various responsibilities in this great organisation that helped in creating a strong foundation in the Network Technologies. 1) Customer Support Engineer - for Netgear SOHO 2) Application Engineer - for Netgear Prosafe Enterprise 3) Escalation Engineer - for Support Minds. 4) Subject Mater expert for Dlink ## Education ### Bachelor of Engineering (B.E.) in Computer Science S.M.College of Engineering, Anna University ### Master of Business Administration (M.B.A.) in Systems Engineering University of Madras ## Contact & Social - LinkedIn: https://linkedin.com/in/chandru-shanmugam-041818118 --- Source: https://flows.cv/chandru JSON Resume: https://flows.cv/chandru/resume.json Last updated: 2026-04-12