Sumit Kanwar

• Currently working in the PSD- Infrastructure team dealing with the clients including Globally Operated Commercial Airlines.
• Premium Service Desk (PSD)-Infrastructure is an Incident Management (NOC) team which provides technical level 1.5 support to their clients.
• Being a part of NOCs team we are responsible for real-time monitoring of network devices, servers, and connections which involves tracking network performance, bandwidth utilization, and latency.
• When network disruptions occur, NOC teams are tasked with quickly identifying and resolving issues by troubleshooting the devices and connecting over bridged calls with the cross-functional resolver group teams.
• Provide support for various products such as IP Routers, IP Switches, Servers, Firewalls, Versa SDWAN Devices, MLAN Switches, Cisco Routers and Cisco WAP devices.
• Working and providing support for High Availability (HA) Infrastructures at Airports globally including Airlines Offices at the airport and Back/Town Offices.
• Support includes Quality and Surveillance in accordance with the SLA adherence and as per the severity reported by the clients.

Cloud Email Security- Activations (CESA Team)

March 2021- August 2023

• Job role included Provisioning CES appliances and doing required configuration changes before sending welcome
  letters to the customer.
• Providing support in mainly Email Security and Web Security.
• Work Structure is based on emails/on call cases opened by customers, providing them real time assistance and
  through emails.
• Managing email flow, creating, and managing policies, content filters, Managing Spam, Spoof related issues by
  analyzing headers within Emails.
• Message tracking on ESA for troubleshooting issues.
• Blocking URLs/Domains/IPs in Cisco Umbrella as per customer request.
• Technical Onboarding Specialist for Cloud Email Security Appliances purchased by the customer.
• Doing basic checks like verifying ESA capacity allocated as per seat count.

Cloud Email Security- Device Alarms (CESDA Team)

June 2018 - February 2021

• Worked with Cisco TAC in CES-Device Alarms (Monitoring) team- Job role included proactive monitoring of CES devices and their troubleshooting.
• Work Structure is based on alerts generated by the JIRA tool, providing real time monitoring assistance and
  through emails.
• Accessing Cisco Email Security Atlas server and Appliances all over the globe via CLI and GUI extracting the logs to look into real time and historical traffic in order to resolve the issues.
• Working with the Alarm tool like JIRA, Monitoring tool like Nagios.
• Checking logs in case some specific configuration like LDAP , URL filtering or any specific content filter is failing and assisting accordingly.
• Renewal of Cisco Signed Certificate requests (TLS SSL Expired Certs.) as per the status available in allocation
  history over the Atlas and making sure the certificate binding is appropriate.
• Troubleshooting Email delivery among Exchange and cloud services. Checking successful SMTP connection as well.
• Working on various issues like high work queue, high active recipient count, SMTP critical issues, update failures,VM Down, HTTPS alert, SSH alert etc. and opening TAC cases.
• Provides technical troubleshooting for the Email Security Appliances over the CLI and GUI access.
• Doing basic checks like verifying ESA capacity allocated as per seat count.
• Checking connectivity between ESA and SMA along with provisioning CRES account for email encryption.
• Responsible for conducting huddles and Team meeting, making rosters for the team and making sure that the team is up to date with the compliance related tasks.
• Liable for adding secondary interfaces and configuring private listeners for Office 365, G-Suite Integration as well as engaging with the accounts team and the customer for On boarding session over Webex.
• WebEx session with customer includes ESA architecture-listeners, Host Access Table (HAT), Recipient Access Table (RAT), Mail Flow Policies, content filters, work queue, SMTP routes, delivery queue, SMA features-Reporting, message tracking and quarantine and possible additional testing and support before the cutover.
• Provide technical guidance and operational instructions to systems users as well as crumble or delete the
  appliances whose licenses have expired.

• Manage the internet account for the business clients - AT&T DSL Process.
• Take care for the internet & LAN connection requirement for the customers.
• Provide the proxy settings & LAN troubleshooting along with raising their requests for Static & Dynamic IP.
• Installing the software in the application software center and apply GPUPDATES on the clients system.
• WIFI troubleshooting with basic port forwarding on various wireless devices.
• Configuring and Registering all the AT&T supported modems and the routers along with updating the VPI and VCI settings.

• Manage Coding, Programming on Electronic Panels and Vista GSM Modules.
• Manage the Activation, Programming and Registration of the devices and equipment for the clients.

• Incident Management for an IBM client account- Standard Insurance Company.
• Channel Strategies, balance risk, quality management.
• Plan, organize, lead and coordinate projects within the team.
• Analyzing complex business operation problems and then developing solutions.
• Installation and Troubleshooting over Main Frame Client Access Application and Web Based Applications.
• Support of Lotus Notes, VPN and various other software.
• Maintenance of desktop machines which involves installation of operating systems and software.
• Managing and Monitoring DHCP server, DNS, Active Directory.
• Part of Incident Management Team, working with other teams to resolve top and high priority issues.