Naitik Bhatt

Technical Consulting Engineer | Customer Experience (CX) at Cisco (April 2020 – Present)

As a dedicated Technical Consulting Engineer in Cisco’s Customer Experience (CX) team, I specialize in security solutions, leading a team of 22 members while maintaining deep technical expertise across Cisco’s security product line.

Professional Experience & Expertise:

• Team Leadership: Currently leading a team of 22, overseeing performance, and guiding both daily operations and technical escalations.
• Subject Matter Expertise:
• Recognized as a Subject Matter Expert (SME) for Cisco Email Security Appliance (ESA) and Secure Malware Analytics (SMA), with an extensive knowledge of Cisco’s security portfolio, including Cisco Security Awareness, SMP, IMD, CMD, CRES, Cisco APP, and Cisco DMP.
• Proficient in cloud email security, FreeBSD, and Linux command-line operations, allowing for effective troubleshooting and solution deployment.
• Cross-functional Collaboration:
• Engage closely with licensing teams to deploy both legacy and smart licensing solutions.
• Partner with teams across ASA, WSA, and VPN services to isolate, reproduce, and resolve customer issues efficiently.
• Skilled in advanced malware protection and Cisco Threat Grid, supporting customer security on multiple fronts.
• Technical Skills & Responsibilities:
• Execute end-to-end troubleshooting, including installation of third-party software, SSL certificates, and network recreations to provide hands-on resolution.
• Configure initial setups and manage LDAP profiles on Cisco appliances.
• Collaborate with vendors to address compatibility issues in complex, multi-vendor environments.
• Handle critical, severity 1 issues involving email flow, delivery, and network failures.
• Documentation and Knowledge Sharing:
• Develop and publish technical documentation for both internal and external use.
• Mentor and train new employees, supporting their technical onboarding and professional development.
• Escalation & Engineering Collaboration:
• Work with Cisco’s development teams on escalations, submitting bug reports, and requesting product enhancements as needed to improve overall service quality.
• Transition to Cisco Solution Support Product Technology (SSPT):
• Recently transitioned to a premium Solution Support role, leading a specialized team of 4 in managing high-priority customer solutions and maintaining SLAs.
• Cisco SSPT offers end-to-end support for entire customer solutions, making Cisco the primary point of contact for Cisco and third-party products.

Current Focus & Development:

• Secure Access Technology: Engaged in building skills in secure access, a rapidly growing technology area, and currently undergoing Cisco Viptela SD-WAN Foundations training to expand cross-technology expertise.

This diverse skill set and hands-on experience allow me to drive technical excellence, customer satisfaction, and innovation within Cisco’s CX team.

Network Operations & Implementation Engineer | Alphaserve Technologies

In my role within the Network Operations and Implementation team at Alphaserve Technologies, I delivered comprehensive design, build, and monitoring support to a portfolio of over 180 clients across the US and Europe. My work focused on managing complex network environments, executing large-scale migrations, and ensuring robust security across client infrastructures.

Professional Experience & Key Responsibilities:

• Client Management & Support:Provided end-to-end network design, implementation, and monitoring support for clients across the US and Europe, managing diverse and complex network environments.
  Conducted daily monitoring, troubleshooting, and maintenance of WAN links and network policies. Implemented changes within maintenance windows following strict change control processes.
  Led customer bridge calls for major incident management, working in real-time with clients and internal teams to troubleshoot and resolve network issues effectively.
  
• Device Configuration & Network Administration:Configured and administered a range of network devices, including Cisco routers, switches, ASA, FTD firewalls, Palo Alto firewalls, and Nexus 7k switches.
  Extensive experience with Nexus configurations, including VPC/VDC setup, ISSU upgrades for Nexus 5k and 7k switches, and OTV configuration on emulated devices.
  Managed DMVPN setup from Alphaserve’s network to client locations, ensuring secure and optimized connectivity.
  
• Firewall & Security Management:Configured and managed Cisco ASA firewalls, high availability (HA) setups, VPNs (S2S & RA), and DMVPNs, alongside experience with FTD and Firepower sensors.
  Deployed Firepower Management Center and sensors for client security setups, and led ASA-to-FTD migrations to improve network security.
  Hands-on experience with Palo Alto firewalls, including full deployment, configuration of threat detection and antivirus policies, IPsec VPNs, GlobalProtect setup, SSL certificate management, and decryption policies.
  Managed multiple Palo Alto firewalls through Panorama, conducted Best Practice Assessments (BPAs), and implemented security policies aligned with client needs.
  
• Network Upgrades & Migration:Led migration projects, including ASA-to-Palo Alto migrations with TAC support, ensuring seamless transitions and minimized downtime.
  Scheduled and executed device migrations, OS/code upgrades (LCM), and failover activities to maintain up-to-date security standards across devices.
  Used smart services tools to identify vulnerabilities, provide remediation, and plan device upgrades.
  
• Documentation & Training:Prepared detailed network documentation and conducted training sessions for new hires and junior team members, fostering knowledge-sharing and operational consistency across the team.
  
• Emerging Technology Proficiency:Gained foundational knowledge in next-generation network technologies such as Cisco Viptela SD-WAN, positioning the team for future technology adoption.
  

This role strengthened my ability to manage critical network operations, implement robust security protocols, and drive customer satisfaction across complex and high-stakes network environments.

As a key member of Hewlett Packard's Network Implementation team, I was responsible for managing the network infrastructure across the Asia Pacific Japan (APJ) region. My work involved leading high-impact projects, executing technology migrations, and maintaining operational efficiency for HP’s complex network environments.

Professional Experience & Key Responsibilities:

• APJ Region Network Management:
• Oversaw network operations for the entire APJ region, ensuring robust connectivity and support for Hewlett Packard’s business needs.
• Separation & Migration Projects:
• Played a critical role in the separation of Hewlett Packard into two companies, HPE (Hewlett Packard Enterprise) and HPI (Hewlett Packard Inc.), managing the planning, designing, and implementation of the project.
• Successfully migrated the Cisco routing and switching (R&S) infrastructure to HP hardware, streamlining network resources across sites.
• Network Design, Configuration, and Implementation:
• Planned, designed, and tested new HP sites within APJ, implementing Intelligent Resilient Fabric on distribution switches such as the HP 5900 and HP A10504 (chassis switch).
• Configured and administered HP Provision and Comware switches, wireless controllers, routers (e.g., HP 6602, 6604, MSR 50-60), and voice gateways (e.g., HP MSR 30-40).
• Led migration of the wireless infrastructure from MSM to ARUBA, configuring ARUBA controllers (7010, 7030 series) to enhance wireless coverage and performance.
• Logical Separation & Advanced Configurations:
• Executed logical separation projects using technologies like VRF on HP 6602 routers to segment network traffic securely.
• Configured and managed HP Wireless Controllers, ensuring high availability and reliability across the APJ region.
• Incident & Change Management:
• Supported Change Management, Incident Handling, and Problem and Service Call processes for seamless operations.
• Provided Level 3 support for escalated issues, managing major incidents and offering guidance to service desk teams and technical support analysts.
• Coordinated with service providers and internal teams to meet SLA requirements and drive operational excellence.
• Technical Documentation & Training:
• Created comprehensive technical documentation, including presentations on protocol and command line differences between Cisco and HP R&S technologies.
• Delivered targeted training to the Level 1 support team, ensuring a consistent knowledge base and effective operational support.
• Tool Proficiency:
• Leveraged HP Service Management tools, HP Network Automation (HPNA), and Network Node Manager i (NNMi) to manage lifecycle processes and monitor device health.

This role enabled me to develop a strong command over HP and Aruba technologies, oversee major network implementations, and drive complex network separation and migration projects, contributing significantly to Hewlett Packard’s network resilience and security across APJ.

• Resolved client-reported LAN/WAN issues to ensure maximum network uptime.
• Installed and monitored Wi-Fi networks (Ruckus, Netgear, Teleadapt, Engenius).
• Coordinated with ISPs for bandwidth needs, troubleshooting inconsistencies.
• Upgraded IOS on routers and switches; conducted maintenance on WAN equipment.
• Documented WAN operations and periodic maintenance activities.
• Configured and managed Cisco Catalyst switches (3560-24PS POE, 2960-48PS) and 1800 series routers.
• Monitored and troubleshooted Wi-Fi and wired networks, including VPN and video conferencing support.
• Managed Nomadix AG5600 for AAA processes.
• Performed daily Wi-Fi speed checks and monitored ISP speeds to ensure client satisfaction.