Vilas Kothawale

Experience

1. Technical Assistance Centre Engineer

   HCLTech

   Jan 2025 — Present · Federal Territory of Kuala Lumpur, MY

   Troubleshooting and Issue ResolutionAnalyzing and resolving technical issues related to Cisco email and web security products, such as Cisco Secure Email Gateway (ESA) and Web Security Appliance (WSA). Using log analysis, lab reproduction, and deep technical research to identify root causes and provide solutions.*Managing Service Requests Handling service requests by gathering detailed technical information, including software versions, hardware details, network topology, and logs. Ensuring clear communication with customers about case status and progress, updating at least once daily for high-severity cases.*Collaboration and EscalationCollaborating across technologies and teams, escalating issues internally to Cisco engineering when bugs or complex problems are identified. Also guiding customers on escalation procedures and best practices for case management.*Customer Communication and EducationProviding guidance on configuring and troubleshooting email and web security features, including mailbox auto remediation, TLS negotiation, and integration with Microsoft 365 and Azure AD.*Delegated Administration SupportAssisting in managing custom user roles and delegated administration on Cisco Secure Email Gateway. This includes defining access privileges for mail policies, data loss prevention (DLP) policies, email reporting, message tracking, quarantines, and encryption profiles, ensuring delegated administrators have appropriate access without overlapping responsibilities.

Skills

• Financial Analysis
• Financial Reporting
• Project Management
• Process Improvement
• Customer Service
• Microsoft Word
• Microsoft Office