Bonney Bhaik

1. Technical Onboarding & Implementation

• Guided new customers through technical setup, configuration, and integration processes (APIs, SaaS platforms).

2. Troubleshooting & Problem Resolution

• Diagnosed and resolved technical issues (e.g. API errors, configuration conflicts) by collaborating with engineering teams, significantly improving customer satisfaction.

3. Customer Training & Enablement

• Delivered hands‑on product demos, workshops, and recorded tutorials to enable customer self-sufficiency and feature adoption.

4. Adoption Monitoring & Proactive Engagement

• Used product usage metrics and health scores (e.g. Gainsight) to identify at-risk customers, drive usage expansion, and prevent churn.

5. Customer Advocacy & Feedback Loop

• Acted as the technical voice of the customer—collecting feedback, escalating feature requests, and working with product and engineering teams to drive roadmap improvements.

6. Customer Relationship Building

• Built trusted advisor relationships with technical and business stakeholders, guiding them from onboarding through expansion and renewal phases.

7. Documentation & Knowledge Sharing

• Created and maintained technical guides, knowledge-base articles, troubleshooting playbooks, and best practice documentation for internal and external use.

8. Cross-functional Collaboration

• Partnered with sales, CS, product, and engineering teams to coordinate escalations, jointly tackle customer challenges, and support upsell or expansion plans.

9. Metrics & Reporting

Recorded key success metrics (e.g. time‑to‑value, churn rate, NPS improvements) and reported progress to both customers and internal stakeholders.

• Deploying Cloudgenix SD WAN in Customer Environment.
• Implementation of Cortex XDR as an Endpoint solution for Palo Alto Customers.
• Troubleshooting Cortex XDR incidents and Alerts and provide best practices for security posture and BIOC IOC triaging.
• Knowledge transfer of Cloudgenix SD WAN and Cortex XDR as a product to customers.
• Performing migration to Cloudgenix SDWAN in the cutover window of Customer.
• Providing documentation of the entire engagement.
• Client: Palo Alto Networks
• Product: Cloudgenix SD WAN, Cortex XDR, Prisma Access, Palo Alto Firewall

• Working on a shared services model supporting various US/UK client network architecture.
• Managing network security Firewalls (Cisco ASA/FTD, Palo Alto Firewall)
• Handled Data Center Migration Activities and movement of the services to the cloud.
• Setting up of Firewalls in AWS and MS Azure for client delivery.
• Architecting and designing key migration activities and handling bridges during the migration phase.
• Auditing the firewall configuration including best practice approaches as well as documenting the same.
• Provided brown bag sessions on Advanced Palo Alto troubleshooting to the entire Security Operations Team.
• Worked in ITIL to handle migration activities as per client’s change window process.
• Providing KT sessions from Client and delivering the session to Team for new Projects as well as documenting runbooks for new projects.
• Product: Palo Alto Firewall, Cisco ASA, Cisco FTD, AWS, MS Azure

• Configure, troubleshoot and resolve issues with respect to advanced features such as Firewall Administration, Authentication (LDAP), Certificate Management, SSL forward and inbound decryption, Threat Prevention, URL Filtering, QoS, SSL VPN, Site to Site IPSec VPN, High Availability (Active-Active and Active-Passive) etc.
• Configure, troubleshoot and resolve issues with Global Protect SSL VPN.
• Comprehensive configuration of Palo Alto Networks Next Generation Firewalls for interoperability with products from other vendors for user Identification (ex. Active Directory).
• Deal with configuration and resolution related to Panorama firewall management system.
• SSL Inspection, decryption and certificates
• Good knowledge of viewing and analyzing URL, DATA, THREAT, VPN Logs.
• Launching the firewall on AWS and configuring it.
• Deploy firewalls in a lab environment to replicate client reported issues, research and find solutions for them.
• Good understanding of the Palo Alto firewall architecture.
• Familiar PA families: Panorama, PA-200, PA-800, PA-2k series, PA-3k Series, PA-4000, PA-5k Series, and VM series.
• Configure and troubleshoot SAML authentication for multi factor authentication.

• Configuring and troubleshooting IPsec site-to-site tunnel
• Concept of configuring security policies and stealth rule
• IP & Subnet Concepts, planning & design.
• Configuration and troubleshooting of 802.1QVLAN,802.3ad Link
• Configuration & troubleshooting of Routing Protocols like, OSPF, VRRP.
• Configuration and troubleshooting of ingress & egress Access Control lists on Ethernet switches and Routers. Configuration of routing policies.
• Configuration and Management of Checkpoint Firewalls.
• Configuration and Management of Cisco ASA Firewalls.

Product: - Cisco Router & Switch (800, 1900,2600,2800, 2900,3700,4500), FORTIGATE 60C, 80C, 200B, Cisco IronPort

• Handling more than 40 sites of JLS (Jubilant Life sciences). Building, configuration, maintenance of JLS network and security infrastructure.
• Use Modular Policy Framework (MPF)to configure security appliance features.
• Enable IPsec site-to-site VPN and remote access connection.
• Access control management in terms of port opening, device management access, URL access and hosted device access by configuring Access Control Lists.
• Layer 3: -Implementing BGP, OSPF, Redistribution, IP SLA tracking, Policy based routing (Route-maps), Layer 3 redundancy protocol (HSRP&VRRP)
• IOS upgradation and configuration of Routers, Access–lists, NAT, SNMP, NTP
• Layer2: -Configuration of L2 Switches (STP, VTP) and maintenance of switches.
• Implemented VPN (site-to site) from various sites to HO Noida and from US to HO NOIDA