AKASH TIWARI
Janjgir
Summary
Dynamic and self-motivated IT professional with nearly four years of experience. Curently working as a Resident Engineer at Trantor. Committed to excellence and enthusiastic about delivering high-quality results in challenging environments. Recognized for exceptional organizational skills and the ability to prioritize workloads effectively while thriving under pressure. Seeking a position in an ambitious company that fosters career development and provides opportunities to showcase skills and drive success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Resident Engineer
Trantor
02.2026 - Current
Tier 3 Technical Support
Movate (CSS CORP)
05.2024 - 02.2025
- Serve as the point of escalation for Tier 1 and Tier 2 support teams, providing guidance and expertise to resolve critical customer issues.
- Investigate and resolve complex technical issues related to Palo Alto Networks products and solutions, acting as the highest level of technical support.
- Communicate directly with customers to understand and diagnose issues, providing clear and effective solutions.
- Ensure a positive customer experience during high-stress situations.
- Identifying an issue or unexpected behavior, and creating an accurate issue report of the issue that will be submitted to the engineering team to get it fixed in future releases.
Escalation Engineer Sr. Tier 2
Movate (CSS CORP)
01.2024 - 04.2024
- Escalation Engineer responsible for managing escalations and high-priority cases within the team.
- Ensured trainee engineers are familiar with tools and platforms for issue tracking, ticketing, and case management (e.g., Jira, ServiceNow, SFDC, etc.).
- Provided trainees with essential product documentation, and conducted walkthrough to help them understand the systems they will be supporting.
- Assisted in troubleshooting complex customer problems with various hardware and software components.
Senior Network Security Engineer
Movate (CSS CORP)
04.2023 - 12.2023
- Troubleshooting SL1, SL2, SL3, and SL4 customer cases, and providing root cause analysis of any issue.
- Firewall upgradation and degradation support.
- Providing prolonged support to premium customers.
- Maintaining the SLA and ensuring customer satisfaction.
- Expertise in handling global customers.
- Providing support either over email or Zoom session.
- Performing lab replication for a better understanding of the customer issue.
- Managing the migration activity by providing proper knowledge and resources to the customer.
- Making sure the customer network environment does not face any outages during production hours.
- Making sure customers get the right knowledge and understanding of troubleshooting steps.
Network Security Engineer
Movate (CSS CORP)
03.2022 - 03.2023
- Provide technical support for Palo Alto Networks NGFWs (hardware and virtual) to customers and partners.
- Assist in configuration and troubleshooting with respect to advanced features such as Firewall Administration, IPSec VPN, GlobalProtect, Clientless VPN, SSL Decryption, Threat Prevention, and URL Filtering.
- Analyze existing planned configurations, and give recommendations on adjusting those configurations to optimal settings.
Education
Certificate of Training in CCNA, CCNP And CCIE - IT Network Security
Network Bulls
Gurugram, Haryana11.2021
BSC - Computer Science : Information Technology
MATS University
Raipur, Chhattisgarh06.2020
Higher Secondary School - Science
Chhattisgarh Education Board
Janjgir03.2015
High School - undefined
CBSE
Janjgir06.2013
Skills
- SSL/TLS
- Troubleshooting
- VPN
- IPSec
- Product Support
- Critical Thinking
- Information Security
- IDS
- IPS
- Network Security
- Research
- Issue Replication
- DNS
- HTTP
- LDAP
- RADIUS
- SAML
- Problem Solving
- Communication skills
- Customer service
- Leadership
- Documentation review
- Computer Science
- Team Management
- Internet Protocol Suite (TCP/IP)
- Technical Support
- Vulnerability Management
- Operating Systems
- Wireshark
- Palo Alto Networks Firewall
- Panorama
- GlobalProtect
- Cisco ASA, Switch and router
Certification
- PCNSE
- Python network automation
Personal Information
- D.O.B : 23 July 1997
- Gender : Male
- Marital Status : Unmarried
- Nationality : Indian
- Language Known : English and Hindi
Timeline
Resident Engineer
Trantor
02.2026 - Current
Tier 3 Technical Support
Movate (CSS CORP)
05.2024 - 02.2025
Escalation Engineer Sr. Tier 2
Movate (CSS CORP)
01.2024 - 04.2024
Senior Network Security Engineer
Movate (CSS CORP)
04.2023 - 12.2023
Network Security Engineer
Movate (CSS CORP)
03.2022 - 03.2023
BSC - Computer Science : Information Technology
MATS University
Higher Secondary School - Science
Chhattisgarh Education Board
High School - undefined
CBSE
Certificate of Training in CCNA, CCNP And CCIE - IT Network Security
Network Bulls