Experience

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  Elogic technologies private limited

  Oct 2006 - Mar 2007

  Desktop engineer

  • Installation of Software Application & Operating System like Windows 95/98/NT/2000/XP according to Project requirement.• Managing and Troubleshooting of Desktop and Laptop.• Asset Management.• Worked with HP-OVSD Ticketing Software Application.

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  Mindtree limited

  Mar 2007 - Feb 2011

  System administrator

   Creation of User Accounts for Employees of India (KWI), USA (KWC), Russia (KWR) & Japan (KCJ) according to SOX Compliance. Handling Termination Process according to SOX Compliance. Providing/Denying Access to user for Applications like UNIX, Agile, Live link, Meeting Maker, oracle, PH & CIM Web. Creating and managing the users in Windows 2003. Requests are handled through ISupport ticketing tool. Remote Administration. Configuring Windows 2000/2003 User accounts. Creation & Disabling of user Account in Active Directory. Working for 24X5 Supports. Installing, configuring and managing Antivirus Software (Mcafee) Laptop Asset Management. Troubleshooting of different Operating systems & hardware components. Managing of Access Card through Nstar Access control software & E-on time (Honeywell) software. Show less

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  Dell sonicwall

  Feb 2011 - Nov 2016

   Providing Technical support across Dell SonicWALL product lines via of Phone, Chat, Web and Emails. Configuring and Troubleshooting of Gen 5, Gen 6 UTM Firewall & Secure Remote Access Products. Resolving queries related to UTM Firewall Basic Configuration, NAT policy, Access rule, IPSec VPN, Global VPN Client, SSLVPN, Security Services (Gateway AV, IPS, Antispyware), Client AV (McAfee), Load balancing, Static and Dynamic Routing Configuring and troubleshooting issue related to Wireless Access Point devices (Sonic point). Monitoring and tracking issue to ensure accurate resolution.  Replicating issue in lab on unique or recurring issue. Analyzing traffic using Wireshark tool for troubleshooting. Handling Escalation from Level 1 support Filing Bug request, following up the same with Engineering team until it gets fixed. Generating, Approving and Tracking of RMA. Creating KB articles. Adhere to productivity and CSAT. Mentoring Newbies. Requests are handled through Siebel ticketing tool, earlier on Salesforce. Educating Customer with the help of Knowledge base articles to ensure a complete solution to their technical question OR device configurations. Backlog cases follow up to make sure all the cases are followed up effectively and also escalate to next level if needed. Generating Shift Handover Reports includes Engineer Productivity and Backlog case. Shift Attendance. Queue monitoring. Assigning of cases with in SLA. Auditing live calls, case. Shift Roaster. Working for 24/7 Support. Show less

  • ENTERPRISE TECHNICAL SUPPORT ANALYST

    Feb 2011 - Nov 2016

  • ENTERPRISE TECHNICAL SUPPORT ANALYST

    Feb 2011 - Nov 2016
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  Cisco systems india pvt. ltd.,

  Nov 2016 - now

  Technical consulting engineer

  Providing Technical support across Cisco UCS (UnifiedCommunication System) Products via Phone, Webex, and Emails.•Configuring and Troubleshooting UCS's wide range of ProductsUCS-B, C series, and Fabric Interconnects.•• Assisting other teams through cross-technology collaborations.Leading a team of 18+ Engineers that provides L1/L2 Support onCisco UCS products.•Review Cases of Engineers to ensure the team's efficacy on thetechnical / Process.•• Helping Team to achieve NPS target.Scheduling weekly meeting to discuss hot issue and coming up withresolution.•POC for handling critical incidents that involve executive escalations(CAP/GFEP/Accounts team) etc.,•Upscaling the teams skills on newly introduced KWs/ Technology byproviding Chalk Talk session from Senior resources.•Upscaling the team's skills on newly introduced KWs/ Technologythrough Chalk Talk sessions from Senior resources.•POC for GDP team for L1 and L2 support related to Technology/Process, to review to engage Backbone Engineer for furthersupport.•Scheduling Knowledge-sharing sessions to provide a platform forengineers to learn, teach, and build confidence in the productsupported.•Regular knowledge check for team members to fill the gaps relatedto technology, process.•Performing Lab repro, filing bugs, co-ordinate with BU/DE andCustomers.•• Training for other teams that helps in reducing the dependency.Creating Knowledge Base articles on frequently seen or uniqueissue worked.•Encouraging Team members on creating KB article, Filing bugs, andlab repro whenever opportunity allows.•• POC for multiple KW transition's.POC for CX Lead Generation. Provided training for internal teams,40+ Leads accepted in a quarter.•Training related to the Company's Compliance, Security, andBusiness code of conduct will be completed within providedTimeframe Show less