Hrisiyana Koteva

• Supporting Cisco Business Switches, Routers and Wireless devices, and IP phones.
• Configuring Site to site, Client to site and SSL VPN.
• Troubleshooting issues related to VLANs, Routing, ACLs, Radius authentication, Switch Firmware Update, DHCP, Port Forwarding.
• Troubleshooting Wireless configuration, Firmware Update issues.
• Troubleshooting different issues like IP Phone registration to a 3rd party Call Control, firmware update, firmware migration.
• Analyzing Logs and Wireshark captures.
• Utilizes lab setups to recreate and solve issues
• Hardware replacement of faulty devices.

• Deep troubleshooting of hardware and software on Cisco security devices as: Cisco Adaptive Security Appliance (ASA); Firepower Thread Defense (FTD) ; Cisco Firewall Management Center (FMC)
• Troubleshooting under Linux:

*Modifying, removing, creating different files and directories. Applying bug fixes and workarounds.

*Taking pigtail and tcp dump traces
*Checking CPU usage, memory, disk utilization
*grep different errors, warning under different files to find the root cause of the issue

• Troubleshooting deployment and configuration issues as well as traffic issues using Wireshark captures and firewall traces - delays, no access, blocked traffic, QoS, etc

Deep technical support on Cisco Webex platform.

• Analyzing Webex logs and Wireshark pcaps
• Troubleshooting UCM calling and Hybrid calling
• Control Hub management and Cloud device management - troubleshooting various issues as permissions, configuration, QoS
• Escalation point to development team

• Supporting Cisco Jabber application, Cisco Unified IM and Presence, Cisco Unity Connection, Cisco Unified Communication Manager, Cisco Unified Attendant Console, Cisco IP Communicator
• Providing technical support for enterprise voice technologies
• Apply analytical skills and technical knowledge to solve product and network issues
• Utilizes lab setups to recreate and solve issues
• Find defects and escalate them to the backbone team to get them resolved
• Protocols/ applications: SIP, DNS, LDAP, XMPP, CTI, Wireshark

• Ability to troubleshoot and isolate the issue to a specific part. This involves logs reading and researching of the technical specifications of different Cisco products.
• Very good knowledge of Cisco's hardware equipment as:
  LAN switches, Data Center Switches, Virtualization, Security
• Taking ownership of issues and set proper and realistic expectations to deliver prompt solutions.

• Answering customer emails promptly to avoid wait times.
• Offering advice and assistance to customers, paying attention to special requests.