Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
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Mithil Naik

San Francisco,California

Summary

Results-driven Escalations Engineer with a proven track record at Cisco Meraki, leveraging expertise in network performance monitoring to improve system solutions and enhance customer satisfaction. Recognized for exceptional problem-solving skills and stakeholder management, leading to superior project outcomes while maintaining quality and efficiency. Known for high productivity in technical support escalation procedures, effective communication, and collaboration with cross-functional teams to achieve rapid issue resolution. Career goal focused on utilizing analytical capabilities to drive continuous improvements in client service delivery.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Escalations Engineer

Cisco Meraki
01.2024 - Current
  • The technical resolution owner and voice of authority are representing Cisco Meraki support.
  • Collaborate with product and engineering teams to report and remediate issues while advocating for the customer.
  • Navigate the technical and political conversations.
  • Review the reported issue and work with support to ensure the problem is accurately scoped. Analyze data and provide the next steps.

Senior Network Engineer

Cisco Meraki
01.2022 - 01.2024
  • Collaborated with other IT professionals to identify system needs and implement comprehensive solutions
  • Analyzed and synthesized data & worked on writing bug reports regarding firmware, performance, and unexpected behavior to issues with our products
  • Use acquired knowledge to suggest edits and in-depth knowledge to provide presentations and knowledge base articles to new hires

Network Support Engineer

Cisco Meraki
01.2020 - 01.2022
  • Collaborating with Cisco Meraki Partner and helping them in the configuration and guiding clients with best practices of Security-SDWAN, Wireless Access points, Meraki Switches, and System Manager
  • Monitoring network traffic via network monitoring tools and sniffers to troubleshoot like Wireshark
  • Helping clients to configure and troubleshoot LANS, VLANS, WLANS, VPNS, NAT devices, &/or DHCP servers

Education

Master of Science - Electrical and Electronics Engineering

CALIFORNIA STATE UNIVERSITY
Fullerton
01.2019

Skills

  • Multitasking and prioritization
  • Collaborative team player
  • Problem-solving abilities
  • Teamwork and collaboration
  • Troubleshooting and QA
  • Critical thinking
  • Stakeholder management
  • Design thinking
  • Technical support
  • Network monitoring tools
  • Firewalls and endpoint security
  • Routing protocol expertise
  • Quality of service management
  • Firewall configuration expertise
  • Network performance monitoring

Accomplishments

  • Recognized as Employee of the Quarter for outstanding performance and team contributions in support of all hands.
  • Recognized by the Manager for going above and beyond to create highly effective new wireless training that significantly impacted efficiency and improved operations of new engineers who joined the team.

Certification

  • Product Management 101 course offered by Udemy.

Timeline

Customer Escalations Engineer

Cisco Meraki
01.2024 - Current

Senior Network Engineer

Cisco Meraki
01.2022 - 01.2024

Network Support Engineer

Cisco Meraki
01.2020 - 01.2022

Master of Science - Electrical and Electronics Engineering

CALIFORNIA STATE UNIVERSITY

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Mithil Naik