Core Responsibilities: TAC Escalation engineer serving enterprise/mid-market accounts utilising Cisco's Security devices and solutions.• Technical Lead - Handle escalation calls and assists other engineers on complex issues requiring advanced troubleshooting and research skills.• Provide technical reviews on cases to help resolve them quickly. Actively work along with the team mates to meet the team CSAT & TSAT target and suggest methods of improvement in SR handling and delivery.• Conduct technology training for new joiners.• Identify training needs of the team members, conduct training sessions and hence help in performance enhancement and skill set addition of the team.• Analyze team performance on the escalation rates, reasons and preventive measures to reduce the same.• Setup test beds for customer reported issues with the Cisco products & features, verify them as software bugs using different debugging tools and assign them to the development team.• Do technical and process related documentation on the Team Database so that it could be helpful to new people coming in.• Set-up, maintain and manage the LAB for the team, and all related responsibilities.• Assisting engineers on aged & complex cases.• Provide technical assistance to the customers on complex issues of Ironport Cisco Email Security Appliances (ESA), Security Management Appliance (SMA).

Core Responsibilities: • Set-up, maintain and manage the LAB for the team, and all related responsibilities.• Assisting engineers on aged & complex cases.• Provide technical assistance to the customers on complex issues related to Router/PIX/ASA Internet connectivity, PIX/ASA Failover, ZBF, CBAC, Site to Site VPN, NAT\PAT, DMZ, SSL, Port forwarding. • Audit cases worked upon by the team, and provide technical analysis and improvement feedback to the engineers.• Identify Training requirements & Deliver training to the Engineers on new Cisco Security products and features.• Create technical documentation on new features and products of security domain teams to guide the customers through step-by-step process of configuration and troubleshooting of security domain Cisco products. This involves working with development and product verification teams to understand the software code level functionality.• Advise design modifications as and when needed for addressing capacity and performance bottlenecks.• Researching and troubleshooting compatibility issues of Cisco devices with other Vendor products.

Core Responsibilities: • Timely and quick resolution provided to customers via Email, Phone or WebEx meeting deadlines and providing Customer satisfaction without compromising quality norms and adhering to SLA.• Trained to provide assistance on security technologies and devices like PIX (Packet Internet Exchange), ASA (Adaptive Security Appliance), IPS (Intrusion Prevention systems).• Support customers with design, implementation and troubleshooting of Cisco Firewalls, IPS (Intrusion Prevention Systems).• Deploying Security on IOS Routers, Switches, PIX (Packet Internet Exchange), VPN Concentrator and ASA (Adaptive Security Appliance).• Using Cisco ASDM for working on various networks. • 802.1X Port-Based Authentication, Configuring Switches for dot1x authentication. • Knowledge of Sniffer (Wireshark, tcpdumps) technology and capable of using it efficiently in the process of troubleshooting.• Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SMTP, FTP, TFTP)• Recreate on specific network scenarios to help resolve the issues quickly.• Simulate/reproduce customer’s issues in lab and report any bugs found to Cisco Developers.• Document network diagrams and troubleshooting procedures.• Basic conceptual and configuration knowledge of Routing Protocols RIP, OSPF, EIGRP.• Basic conceptual and configuration knowledge - VLANSs, Trunks, STP, inter VLAN routing, DHCP snooping, dynamic ARP inspection, port security and Dot1Q tunneling.• Root Cause Analysis (RCA) in case of outage, coordination with 3rd parties.

Role at Convergys was included worldwide (USA,Asia pacific,Europe) Technical Voice Support for Windows 7 OS. Support Included Installation of the OS and basic troubleshooting.