Roger MacWan

Senior Network Security Engineer @Sophos

Ottawa, ON, CA

Interact directly with customers using phone, web and email and working with other higher level support to isolate and resolve the problem. • Assisting in installation, configuration and troubleshooting voice, video and data networks. • Troubleshooting Email related issued due to SPF, DKIM, DMARC. • Providing support to customers over chat and e-mail as per SLA • Monitoring and tracking issues to ensure accurate resolution • Delivering a positive customer experience according to company standards. Working on firewall modules such as IPS, Application Control, Web Filtering to block or allow network traffic as per client\'s requirement. Traffic steering using SD-WAN rules Troubleshooting on-premises firewalls and virtual firewalls implemented on cloud platforms like AWS and Azure. Identify and analyze the root cause of performance breakdowns / network alerts. • Setting up IPSEC/SSL tunnels between Sophos XG and other vendor firewalls located at different locations. • Thoroughly analyze log files and configuration settings of customer devices for troubleshooting and root cause analysis. • Provides recommendations for appropriate adaptation of the security environment to meet new demands. • Troubleshooting routing protocols like RIP, OSPF, BGP • Using network tools like Tcpdump and wireshark for traffic monitoring and troubleshooting network related issues. • Troubleshoot network related devices such as router, switches and access points

Seventhday Adventist Higher Secondary School

High School, 12th Science, First Class

Government Engineering College,Gandhinagar

Bachelor’s Degree, Electronics and Communications Engineering, 7.61 CGPA

Dalhousie University

Master's degree, Internetworking, 4.03 GPA