Simran Aneja Email & Phone Number

Ottawa, Ontario, Canada

• Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering Network products.• Working on firewall modules such as IPS, Application Control, Web Filtering to filter network traffic as per client's requirement and enforcing web security policies, monitoring, and analyzing web traffic, and providing actionable intelligence to support incident response and threat hunting efforts when necessary.• Configuring Traffic engineering/steering using SD-WAN rules and Troubleshooting routing protocols like RIP, OSPF, BGPTroubleshooting on-premises firewalls and virtual firewalls implemented on cloud platforms like AWS and Azure.• Setting up and monitoring IPSEC/SSL VPN tunnels between Sophos XG and other vendor firewalls located at different locations.• Identify and thoroughly analyze log files and configuration settings of customer devices for troubleshooting and root cause analysis of performance breakdowns/network alerts.Providing recommendations for appropriate adaptation of the security environment to meet new demands.• Using network tools like Tcpdump and Wireshark for forensics, traffic monitoring and troubleshooting network related issues.• Troubleshooting and resolving endpoint related issue, alerts and incidents generated by Sophos' security products including Sophos cloud (Sophos Central) and on-premises versions of Sophos Anti-Virus (Enterprise console)

Canada

Responsible for handling high priority tickets (VP, President) and performing complex problem determination, resolution and identifying hardware and software problems so that tickets are closed in a timely manner which helped the department in improving the SLA's in the Spiceworks ticketing platform.Responsible for providing second and third level technical assistance to the Field service agents for high-end technical hardware and software deployment support at the desktop, laptop, printer, network, server and operating systems level to satisfy the needs of our company end users.Working in a fast-paced environment and ensuring all incidents are properly logged, triaged, routed, escalated and closed in accordance with pre-determined service levels and incident management processes.Responsible for monitoring and troubleshooting of all the Meraki routers, switches and APs at all the branch offices to make sure they are always running as these are crucial to thebusiness.Responsible for configuring, troubleshooting, deploying application and profile on the Mobile Device Management for all the field techs in the company.Leading and managing high scale IT projects like deploying of Ring Central to all the branch offices in Canada. During the deployment was responsible for migrating phone numbers from different vendors to the Ring Central and setting up all the functions in the Ring Central according to the requirements of the branch.

Sahibzada Ajit Singh Nagar, Punjab, India

• Provided first and second level technical assistance for high-end hardware, software and software deployment support at the desktop, laptop, printer, network, server and operating systems level to satisfy the needs of client company end users.• Ensured all incidents are properly logged, triaged, routed, escalated, and closed in accordance with predetermined service levels and incident management processes in the Service now ticketing system.• Performed daily supplemental support to Tier 3 by monitoring Routers, Servers (DNS and DHCP), LAN and Portal of Sophos XG Firewall.• Used SCCM to deploy images to all the computers, remove users and devices.• Responsible for troubleshooting business related software like Office 365, Adobe Reader, and Outlook• Installed, configured, and maintained Linux services such as LAMP, SAMBA, NFS, SSH, RPM and YUM Repository.• Used Wireshark to analyze the network traffic like DHCP,DNS,ARP,ICMP,TCP etc for troubleshooting purposes.

India

• Building, upgrading, deploying and providing On-Site services, troubleshooting varioushardware and software issues related to Desktops, Laptops, Printers, Mobile Devices, Tabletsand other wireless peripherals.• Following up with clients regarding unresolved tickets, updating tickets and closing tickets in a fast and professional manner within the terms of company's Service Level Agreement.• Responsible for troubleshooting business related software like Office 365, Adobe Reader and Outlook.• Configuring, maintaining and troubleshooting Switch and Router devices including issues related to VPN,LAN and TCP/IP. • Responsible for creating documentation for staging new hardware devices and updating knowledge base when new incidents were reported by the users.

Gfact, Gsec, Gcih, Cyber/Computer Forensics And Counterterrorism

Masters In Network Administrator

Advance Diploma In Hardware And Networking, Information Technology, 72.3%

Activities and Societies: Quiz Competition,Lab Technician

Bachelor Of Arts - Ba, Mathematics, 76.5%

Activities and Societies: Athletics,Aerobic,Dance,