• Proficient in managing the shift and skilled in Resource management.• Attentive and Engaging in any Priority calls, right probing of the issues, handled my best in process and technical aspects.• Basic understanding of NetScaler technology.• Contributed to many levels of business. Excelled in attaining 100% audits and achieving 100% SLA.• Managed a team of 37 and 10-13 per shift, delegation of tasks, ticketing, and priority calls, taking into consideration their area of expertise and experience.• Listed and implemented Network Level 1 and Level 2 job roles and increased business efficiency by 10% a year.• Trained L1s to upskill themselves from monitoring to troubleshoot network-related issues.• Excellent language and communication skills.• Handle and mediate any conflicts within the team and lead them to focus on our target achievement.

• Excelled in Monitoring Solar winds, Service Now Queue, Net brain, Cisco Prime controller, and Cisco vManage.• High-quality delivery of Change and Incident Audits every month. Awarded as the “HCL-CHUBB Auditing Excellence”.• Skilled in performing DDI Changes i.e., Static & CNAME entry addition, Deletion, DHCP, and IP Reservation using tools like TCP Wave, Oracle Cloud, and Dyne.• Performed reboots of network devices: Router, Switches, Controllers, and WAPs as part of preventive action.• Coordination with ISP: WAN link monitoring and management.• Knowledgeable in performing IOS upgrades of switches using Cisco DNAC.• Intermediate and keen in troubleshooting WiFi issues. Successful WAP migration activity from one DC to another.• Basic understanding of performing Link Failover tests between the WAN routers.

An L1 engineer in coordinating with clients by understanding the issues they faced.Probe the issue and creation of tickets via email, chats, and calls.Coordinating with the user, understanding the issue, and resolving it within the SLA. Most of my clients were satisfied with my assistance. Achieve good customer feedback every month.