Ashish Sangra

Team: Azure Networking.

Career Progression: I started as a Support Engineer in November 2021, and I was promoted to Support Escalation Engineer in February 2023.

Roles and Responsibilities:

• Serve as the primary point of contact for resolving complex Azure Networking issues for high-profile customers.
• Troubleshoot to identify the root causes of network-related problems, and deliver timely resolutions.
• Maintain up-to-date records on customer interactions, solutions provided, and lessons learned to continuously improve support processes.
• SME for Layer-7 technologies and core Azure networking components, such as Virtual Network, Load Balancer, DNS, Application Gateway, WAF, CDN, and Traffic Manager.
• Collaborate with customers to assess migration needs, and develop tailored strategies for successful cloud adoption.
• Diagnose and resolve issues related to network performance, HTTP, WAF, caching, connectivity, and availability within the cloud.
• Maintain internal wiki articles to ensure team knowledge is up to date.
• Collaborate with cross-functional teams to address issues beyond the Networking scope, such as issues with Azure PaaS services.

Team: Palo Alto Firewall.

Career Progression: Started as a Support Engineer and was promoted to Technical Lead.

Roles and Responsibilities:

• Provided timely resolution of technical issues, and effective case management for enterprise customers and partners.
• Handled escalations, validated service-disruptive commands, and collaborated with higher-level teams to resolve complex cases.
• Troubleshot complex technical issues, performed root cause analysis, and replicated issues in lab environments to develop solutions.
• Published and maintained technical documentation, including support bulletins, and knowledge base articles for internal and customer use.
• Collaborated with engineering teams to track software issues, communicate bugs, and contribute to process and performance improvements.
• Supported POC deployments and coordinated with sales and professional services teams to ensure seamless implementations.

Technologies Supported:

Firewall: Security Policy, App-ID, Content-ID, User-ID (Agent and Agentless), Captive Portal, Panorama. GlobalProtect: Hub and Spoke, GlobalProtect Agent for Endpoints. Authentication & Security: SAML, SSL Forward Decryption, SSL Inbound Inspection. VPN: GlobalProtect Client & Clientless VPN. Network Security: URL Inspection, VWire, Spyware, Security Policies, NAT Policies. Software Upgrades & Management: Firewall management and software upgrades.

Roles and Responsibilities:

• Resolved user-related issues by providing technical guidance and expertise.
• Troubleshot issues, including NAT, DHCP, and TCP/IP configurations.
• Configured STP for loop prevention, and VTP for inter-VLAN routing.
• Managed and configured Layer 2 and Layer 3 network devices for customer environments.
• Configured a Site-to-Site VPN between the corporate office and 70+ remote locations.