Kalki Upadhyay

Experience

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  Solid Systems Global

  Oct 2012 - Jul 2014

  Tech Support Coordinator

  Understanding specific client requirements and plan streamlined enterprise equipment support for the installed-base technology support:Logging incidents and identifying the incident type, asset properties and SLACoordinating with the field engineers to troubleshoot the problem and provide the necessary logs and reportsConsulting the chief engineering team in UK to discuss the issue identified by the field engineers and to provide the fix required for the problemCoordinating with logistics teams and buyers to check part availability and schedule part delivery to meet SLACoordinating with the client, engineers, local office and end user to make sure the cases are resolved and timely actions are carried out to achieve the SLA Show less

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  Minacs Marketing Solutions, A Concentrix Company

  Nov 2015 - Jul 2017

  Network Analyst

  As NOC Analyst we have to do trouble shooting of Network Devices and to do trouble shooting of client network.Ensuring 3rd party vendor contracts and warranties are upto date.Monitoring tools like Solar winds, sitescope&Nagios.Opens a ticket with the designated Service Provider for WAN or Telco-related issues. Follows established Telco procedures. Notifies internal users, ServiceDesk, SMEs of Telco ticket status.Manually opens tickets as necessary. Identifies and communicates Automatic Ticket Generation system malfunctions to Lead Technicians.Follows established internal escalation procedures to assign non-routine or equipment-related tickets to higher-level of Support Technicians.Planning and recommending overall improvements in network management.Updates ticket status in GlobalNOC systems.Work closely with Change Management team to ensure GlobalNOC team is updated about any planned changes and maintenance windows.Follow up with the L2 engineers and technicians as well as with  Team Leader and Manager according to Escalation Matrix. Work as part of a team with excellent communication skills. Show less

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  Concentrix

  Nov 2016 - Jul 2017

  NOC Engineer L2

  -Monitoring, supervise and maintain part of WAN & LAN infrastructure of MARICO network across India stability through advanced troubleshooting, timely resolution of customer incidents, and proactive maintenance.-Configure Cisco Routers and Switches.-Working on network monitoring Ticketing tools i.e. BMC remedy, Solar wind non, Summit.-Working on Solarwind software for Bandwidth, traffic monitoring and extracting live bandwidth utilization report by the network devices i.e. Routers.-Escalate tickets in the service ticket queue, monitor & prepare BW utilization report.-Effectively respond to monitoring alerts, incident tickets, email requests, Calls, manages incidents and escalates according to agreed service levels. -Work directly with Network support staff, L2, L3 engineers, quality team, business users, and management to resolve issues.-Configure CISCO IP phones.-Backup and upgrade of Cisco Internetworking Operating System (IOS).-Backup of Firewall like Checkpoint, Cyberoam, Fortigate-Routing protocol RIP, EIGRP, OSPF and BGP , LAN/WAN, TCP/IP, DNS, ACL.-Switching technologies(VLAN,VTP,ETHERCHANNEL,STP,HSRP,VRRP)-Hands-on experience on Router like Cisco 2800, 3800, Cisco Switches 2950, 3900 series.-Monitoring Tools : BMC Remedy ,Solar Winds Orion Show less

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  _VOIS

  Aug 2018 - now

  Deputy Manager in Cyber Security

  Managing Proactive Security infrastructure team to protect Vodafone and our customers from external and internal threads , also provide 24/7 monitoring services on security devices, events, logs..Managing Cyber Defence Operations&infrastructure teams to protect Vodafone and our customers from external and internal threadsusing various Cybersecurity technologies (24/7 eyes on security infrastructure, events, logs and Incidents)