Gaurav Wadhwa

Experience

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  Convergys

  Dec 2013 - Nov 2015

  Technical Support Associate

  • Core areas were troubleshooting basic internet issues for US Clients.• Place customer and vendor orders efficiently and accurately and Identify and escalate priority issues per Client specifications.• Providing online resolution to customer in various cases (like password reset, id creation) for their accounts via phone in a courteous manner keeping in mind about the AHT, CPH and VOC parameters.• Application Software were used : Grandslam, ACSR, Comtrac Vision and Support center. Show less

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  NTT DATA

  Aug 2017 - May 2021

  Senior network associate

  *Troubleshooting of complex LAN/WAN infrastructure including routing protocols EIGRP, OSPF, BGP.*Troubleshooting various network related issues with Service providers (BT, Verizon, AT&T).*Raising vendor changes related to network which are going to get executed in Customer network.*Working on SD-WAN devices and its basic troubleshooting. *Accountable for monitoring of Network through monitoring tools (Entuity, Cisco Meraki, Solarwinds, Velo-Cloud Orchestrator)*Perform follow up on user open incidents to ensure customer satisfaction.*Handling Critical Network Outage situations.*Enhancing network uptime by close monitoring.*Work on ticketing tools (BMC Remedy v2, RTMS, SNOW). Show less

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  HCLTech

  Jun 2021 - now

  Network Specialist

  *Responsible for changes on F5 LTMs.*Configuring F5 LTM load balancers for pools, snat and virtual servers.*Using TCP dump utility for troubleshooting issues within F5.*Troubleshoot issues with F5 pool members and virtual servers.*Responsible for creating inbound & outbound rules.*Manage F5 load balancers and keeping them up to date with OS and hotfix upgrades.*Responsible for creating and decommissioning DNS records like PTR, A Record, HOST record and aliases in DNS Infoblox and UltraDNS.*Responsible for allocating IP addresses to the network as per requirement.*Providing network support to WFH users.*Responsible for troubleshooting, configuring and decommissioning of Aruba RAPfor WFH users by using tools like Aruba activate and ClearPass policy manager.*Troubleshooting of complex LAN/WAN infrastructure including routing protocols EIGRP, OSPF, BGP.*Troubleshooting various network related issues with Service providers (Comcast and AT&T).*Knowledge of working in process bound manner laid under ITIL standards.*Managing and monitoring network alerts via Solarwinds.*Client interactions on technical changes and RCA reasoning with vendors.*Work on ticketing tools like service now. Show less