Kirthiraj Nagaraj

Experience

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  McDonald's

  Apr 2018 - Sept 2019

  Customer Service Representative

  Worked as a part time team member during my master’s.Greet customers as they enter and thank them for their business as they leave.Ensure food safety standards are being followed.Prepare food according to the burger chain’s specifications.Clean and maintain designated area during downtime.Take customer orders correctly and efficiently.Resolve customer complaints as necessary by redoing their order.Gained experience as working in very fast paced environment.Awarded as an Employee of the month. Show less

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  Dalhousie University

  Mar 2019 - Jul 2019

  Teaching Assistant

  • Hands on working experience with VLAN, Inter-VLAN routing, OSPF, BGP, MPLS, IP Multicasting, Basics of VMware. • Hands on experience in installing VoIP, working with CuCM managers, DMVPN and Frame relay• Student Laboratory Teaching Assistant for the courses:1. Network Security• Usage of Vulnerability Scanner tools (Wireshark, Portscan, TCPview, Advance IP scanner,Layerview, TCPEye.)• Applying access list and Inspect List.• Firewall and DMZ.• IPsec VPN, Manual Keying and IKMP.• Cisco ISE 3300 Series Identity Services Engine.2. Emerging Internetworking Technologies.• WLC 8021.x with its mobility.• Cisco Aironet 1200 Series Wireless Access Point.• MPLS Application (MPLS-VPN, Traffic Engineering)3. Network Design and Management• SNMP (kiwi syslog server) NTP and Syslog Protocols.• HP OpenView Network Node Manager (v 9.10), TFTP.• Cisco Prime Network Control System 1.3 (NCS) and MRTG.• NETCONF/YANG.• Implementing hub and Layer 2 Switch with Open Flow SDN environment.• Backbone Networks (Designing Centralized and Mesh Networks) Show less

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  TD

  Dec 2019 - Mar 2020

  Operations Analyst/Business System Officer

  • Support and resolve the unit’s equipment, technology infrastructure and premises issues as subject matter expert. Coordinate the delivery, installation, implementation and repairs of equipment and technology.• Provides information, guidance, reporting and training on installation operating systems, applications and act as liaison with Premises Help Desk, Technology Service Providers and internal partners. • Maintaining access with the help of various applications and troubleshooting the issues.• Ensure premises issues and technical issues are dealt with in a timely manner by escalating if required.• Identify, suggest and actively participate in process improvements.• Prepared schedules for the center, Provide day to day technical support and solutions and Project Support.• Builds and maintains databases and various programs as required, Managers Handbook Activities Show less

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  SonicWall

  Mar 2020 - May 2020

  Technical Support Engineer

  • Provided technical support assistance to the customers for wide range of SonicWall Firewall products through Phone/Web & emails in a 24x7x365 environment.• Worked closely with the Support, Sales, R&D, PM teams also collaborated with Project management, Product Marketing team, OS and System engineers to provide updates on new technology to customers also, collected customer feedback to improve the product usability, support ability, drive complex, high profile customer escalations to closure within the published SLAs and ensured that customers are delighted with the service and resolution.• Created documentation in the form of Tech. notes, RCA, KB articles, Best practices guide on the complex deployment/use cases and share this with the Escalation/Support/KB and field staff.• Based on the Partners & Customers support, data reproduction of customer environments on lab equipment provide feedback to the R&D and PM teams for enhancing the product quality and reliability. Show less

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  Prevalent - Third-Party Risk Management

  Aug 2020 - Nov 2020

  Third party Risk Analyst

  Understand, analyze, interpret, and apply regulations in an operational context in an environment that is ever-changing.• Create and deliver online risk surveys to the clients’ third-party vendors, which would include monitoring, technical support, and final provisioning of reviewed results.• Demonstrate strong customer service skills to ensure a smooth evidence collection experience for both clients and vendors.• Document risk information including regular reports for senior leadership and management teams.• Execute information security risk and control identification, evaluation, documentation, analysis, and reporting using analytical tools to support the process.• Work in compliance with standards set by SIG, SOC, H-ISAC, ISO, and GDPR.• Work together with the TPRM team and stakeholders to review assessments and escalate any issues.• Review existing/new third-party services and data in the scope of the assessment and analyze engagement risk ratings.• Maintain an inventory of approved vendors and reassess them based on their risk rating.• Develop a standard procedure for conducting third-party risk assessment, and documents as part of the TPRM process• Assist in performing operational risk identification and assessments (including operational risk and control workshops) and ensure that there is an effective monitoring methodology and escalation process in place.• Review organizational policies, standards, and procedures, and provides professional advice and recommendations on their adequacy, accuracy, and compliance with regulatory requirements.• Review Business Continuity Plan and relationship with vendors.• Submit risk assessment reports to management in a manner that is understandable for decision making• Develop and maintain partnerships with select business functions as well as operational areas at all leadership levels.• Understand the business objectives and plans in order to consistently align ORM plan with the business strategy Show less

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  Innovatia

  Dec 2020 - Aug 2021

  Technical Support Engineer

  Provided top quality technical support, and worked remotely with end-users and technicians, diagnose, and recommended solutions leading to resolution of issues in VoIP environments, through phone, chat, and email.• Collected system and event log information and analyze them, redirecting the case towards resolution.• Document in detail all site information, troubleshooting steps, and time reporting using Salesforce CRM.• Install, configure, and maintain lab equipment and replicate the issues of customer on lab equipment if required.• Support of core PBX technology and IP PBX deployment, troubleshooting of converged networks, IP/VOIP issues acrossLAN/WAN, VPN, VLAN Routers, Firewalls, Switches with the help of Wireshark for analyzing voice packets, SSH andFTP. Show less

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  Ciena

  Aug 2021 - now

  • Senior Associate, Global Technical Support

    Feb 2024 - now

  • Associate, Global Technical Support

    Aug 2021 - now