Vaibhav Mudgil

Experience

• 

  IYogi

  Feb 2015 - Jan 2016

  Technical Sales Executive

  • Assisting clients over windows and MAC operating system issues.• Assisting client issues (desktop/laptop) through remote access.• Diagnosing the issue by troubleshooting over the remote access.• Diagnosing client issues (software) related to operating system. • Fixing operating system issues and third-party security software issues.• Driving technical sales to meet the sales target.

• 

  HCL Technologies

  Jan 2016 - May 2018

  Senior Analyst

  • Responsible for taking care of issues post migration of mailboxes.• Troubleshooting Outlook issues post migration.• Troubleshooting issues related to delegation, calendar, EV, shared mailboxes, Outlook, Office 365 etc.• Resolving Priority 1, 2 issues in timely manner.• Taking care of feedback surveys.• Publishing reports to discuss performance, closure rate, etc.• Responsible for taking training sessions related to Office 365troubleshooting steps post migration for Service Desk.• Responsible for maintaining KB for office 365 migration issues. Show less

• 

  Capgemini Engineering

  May 2018 - Oct 2023

  Key responsibilities: • Configuring and troubleshooting cisco ASA firewalls, which includes configuring security policies, NAT and IPSEC tunnels.• Providing TAC support all over the globe for Security keywords (IPsec, VPN, RAVPN (AnyConnect), Certificate, LDAP, Radius, SAML, MFA, etc.).• Taking packet captures and analyzing show Tech file to figure out the issue on the device.• Providing RCA of the device crash and other issues.• Assisting Customer in Migration of ASA firewall, Cisco Router devices (2900, 4431, ASR1002, 5505, 5520, 5540, 5550, etc.). • Working on Priority cases involving Network down situation of the company.• Collaborating with other teams such as Security Operations, AAA, Wireless, Backbone team for assisting in the case for additional help.• Working on upgradation of the ASA firewalls (5505, 5520, 5540, 5550, etc.).• Providing Training and Knowledge transfer to new joiners.• Checking Vulnerabilities on the Version running on the ASA firewall devices and providing resolutions.• Having Experience and hands-on knowledge of Routing Keywords- OSPF, EIGRP, Access-list, PBR.• Implementing changes on cisco ASA firewalls by following the change management process.• Configuring firewall rules and providing access to the users as per the requirements.• Configuring security profiles to analyze and filter the traffic.• Monitoring, Optimizing, and administrating the Security devices.• Managing Security devices for all global customer and clearing the Alarm related to devices.• Worked on ticketing tools like Casemon for resolving & implementing the changes. Show less • Handled a team of 15 engineers.• Responsible for reviewing the dashboards to monitor team’s backlog and help getting traction by working with the engineers.• Conduct periodic case reviews to discuss the pain areas, case problems and resolution to the issues.• Closely working with the managers for creating new plans to improve the process/product• Creating road map for the new hires and mentoring them to make sure they are used to the process and product.• Encouraging and mentoring new hires once go live and helping peer engineers.• Handling escalations for the agents as well as client as needed• Was a part of internal project of reducing escalations to TIER 2 by checking the logs of every case that goes to Tier 2 and try to resolve it then and there to reduce the escalation of cases.• Responsible for taking care of issues related to Cisco WebEx Meetings/Teams.• Responsible for analyzing the WebEx logs, network logs, MSINFO32 logs, Wireshark, http analyzer etc. in order to troubleshoot the issue.• Responsible for troubleshooting issues related to Audio/Video/Latency in WebEx Meetings/Events/Training Sessions.• Responsible for publishing reports/taking training sessions to discuss performance, closure rate, FCR etc.• Analyzing the high age cases weekly and providing feedback to the engineers• Analyzing DSAT reports to identify whether it is related to process, product or engineer.• Responsible for client interactions related to weekly/monthly case review. Show less

  • Network Specialist

    Mar 2021 - Oct 2023

  • Network Engineer

    May 2018 - Mar 2021
• 

  Collabera Digital

  Oct 2023 - now

  Consultant

  Palo Alto Networks | Next Generation Firewalls Implementing and responsible for deploying, designing, configuring, maintaining, and migrating most of the network security implementations of Palo Alto NetworksCoordinate with engineering and business units to deploy implement server systems that use best practices to meet the objectives of their organization/clients