Ankit Biswal

Bangalore, India

• Operating within the core Next-Generation Firewall (NGFW) Technical Assistance Center, I bridge the gap between traditional network support and software engineering by developing Python-based automation scripts to streamline log analysis, threat triage, and active containment (e.g., automated IP blocking) for enterprise customers.
• Resolved 500+ enterprise customer incidents involving advanced firewall and network infrastructure issues, delivering rapid troubleshooting and root cause analysis across large-scale production environments.
• Played a key role in a GenAI-driven support initiative, building and integrating AI agents to automate case resolution and intelligent troubleshooting, significantly reducing manual diagnostic time for complex firewall deployments.
• Diagnosed and remediated complex networking and security issues involving Cisco FTD clusters, high availability (HA), BGP, OSPF, DHCP, and large-scale firewall deployments, improving network reliability and security posture.
• Automated case and ticket lifecycle management, achieving top-tier operational performance metrics, maintaining one of the highest First Day Final Resolution (FDFR) and 5-Day Final Resolution (5DFR) rates within the organization.
• Consistently delivered exceptional customer experience, earning top customer satisfaction ratings in the most recent quarter for technical expertise and efficient issue resolution.
• Collaborated with cross-functional engineering and escalation teams to debug complex networking failures, identify software defects, and contribute to long-term product improvements.
• CDemonstrated advanced threat analysis, forensics, and problem-solving skills by securing 2nd place overall in a Cisco enterprise-wide Capture the Flag (CTF) security challenge.

Bangalore, India

• Completed the CCNA and DevNet certifications. Developed the AI Insights feature within 3 months, enhancing policy analysis with sub-features like Policy Analysis Optimizer and AI Assistant.
• Contributed to the AI Assistance for CX Teams project, enhancing the Optimizer platform to deliver deeper case insights, improve analysis accuracy, and streamline customer support workflows.

Remote

• Markopolo is a complete paid marketing suite that helps you launch targeted ads, find creatives and AI-powered copy, schedule posts, and get real-time analytics on how well they perform.
• Successfully developed and implemented ad generation workflows for TikTok and LinkedIn. Developed frontend workflow utilizing Facebook Graph API to generate and save top-performing audience reports for AI-generated social media ads.
• Integrated Shopify so that users can leverage their products from Shopify accounts to generate ads.