Pramod Kumar Dhamenia

• Working as part of Global Cloud Security SME
• Helping clients with their overall security use-cases
• Brainstorming best practices and outcome based scenarios
• Discovering emerging trends, breaches, vulnerabilities and finding solutions within product capabilities
• Working closely with product development teams to relay customer feedback, contributing to continuous improvement initiatives
• Streamlined Feature Requests by providing alternative solutions on more than 50% of requests by extending best practices, custom scripts and product navigation

• Onboarding new customers on Prisma Cloud Platform to leverage CSPM, CWPP, IAM Security etc. ensuring platform adoption with full capabilities
• Planning, leading and delivering workshops to enable customer teams tailored to their environments and demonstrating how it can help them getting better ROI
• Working with engineering and product teams to enhance product as required
• Working with different personas such as Cloud Security Architects, DevSecOps Leads, SOC Leads and Network Architects to address their use-cases pertaining to overall security and assisting them to fully integrate Prisma Cloud into their security operations and ITSM workflows
• Introducing new features and capabilities as released

• Designing and implementing small to medium IT infrastructure solutions for clients on various requirements which includes but not limited to Palo Alto Networks Next Generation Firewalls and End-point protection system (traps)
• Providing day-2 support for deployed projects via incident management in accordance to agreed SLA
• Leading troubleshooting in complex environment which included various third-parties
• On day-to-day basis, dealing with below technical features / scenarios:

> Enabling vulnerability protection features such as URL filtering, Antivirus, Anti-Spyware, Zone Protection, DoS Protection, File Blocking etc.

> Site-to-Site VPN and endpoint VPN (Global Protect)

> Routing Protocols configuration such as RIP, OSPF, BGP etc.

> Deployment of Virtual firewalls based on VMware ESX / NSX and Microsoft Hyper-V

> Configuration of NAT, D-Nat and U-Turn NAT

> Design of redundancy such as Platform High-Availability, Traffic Load Balancing via ECMP etc

> Handling License and Software Upgrade related issues

• Defining and documenting process related information
• Escalating to vendor for Level-3 support and beyond

• Providing technical support for problems ranging from installation, configuration and break-fix issues
• Dealing with resellers and end-customers focused on various technologies such as Palo Alto Networks, Avaya and Unify
• Solving complex problems in accordance with agreed SLAs
• Problems may range from network configuration, device configuration, QoS, VPN, high CPU, latency etc
• On VoIP side: poor call quality, calls getting dropped or other voice related issues
• Defining and documenting process related information
• Escalating to respective vendors for Level-3 support and beyond

• Meeting customers to discuss roll out of their upcoming maintenance, upgrade or project
• Project implementation for client's LAN and Voice infrastructure
• Escalation management - Act as first level of escalation
• Technical support - incident, request, change, problem management

• As Incident Manager in Cisco technical Services, I was working with designated mission-critical customers such as service providers, enterprise and financial services companies in USA, ensuring they receive premium-level service
• Severity 1 and Severity 2 (network impacting) service request management
• Single point of contact for clients in order to manage incidents, escalations and operations by various stakeholders (Bell Canada VMS, Cablevision, Comcast, Cox Communications and Thomson Reuters are few customers to name.)
• Identify, build and maintain relationships with customer's internal management
• Represent customer needs to Cisco post-sales support teams and applicable organizations such as Cisco Advanced Services (AS), Engineering Business Unit (BU), TAC, Field Services and Logistics
• Provide internal and external customers with updates on critical or escalated issues

• Provided Level 2 technical support to customers on Cisco Solution environment
• Support consisted of network troubleshooting, network design and network installation
• Troubleshoot day-to-day problems in Layer-2, Layer-3, WAN and TACACS server
• Layer 2 technologies: Dot1q trunks, Spanning tree, STP, MSTP, EtherChannel, VPC
• Layer 3 technologies: BGP, OSPF, EIGRP, HSRP, VRRP & Multicast
• WAN technologies: MPLS & VPLS
• Configuration of NAT, IPSec & IPS/IDS technologies
• Network Monitoring with Cisco's RTMT and Solar Winds
• Interacting and resolving critical network issues in collaboration with Cisco TAC and handling escalated issues locally

• As a Backbone Tier III Engineer in the Critical Resolution Team (CRT) in the Global Product Support (GPS) Organization, providing high level and prompt support for the Customers and Business Partners on their system issues within a reasonable short time to win customer satisfaction was one of the main Avaya Services business goals
• Provided consulting support to the customers on their requirements pertaining to system design, call flows, adjuncts integration and engaging respective cross-functional stakeholders to deliver the outputs
• Provided day-2 support through problem isolation, verification, resolution and documentation
• Provided end-user installations, configurations, upgrades and migrations support to L2 engineers and Field engineers
• Portfolio included Switching Platform such as ERS 2XXX and 3XXX series, Nortel BES and Communication Manager

• Member of NOC support team managing Level 2 operations and support
• Responsible for providing remote monitoring and troubleshooting support for data networks
• Work with Level 3 and onsite teams for managing escalated cases
• Perform proactive management functions inline to defined service improvement plans
• Provide SLA reporting and operational reporting services

• As field engineer handled scheduled maintenance, upgrade, migration and end-user support for various clients across Mumbai for Avaya Global Connect Ltd (AGCL) on their networking and desktop infrastructure comprising Cisco, Extreme, Juniper, Nortel, Avaya and Microsoft