KEY RESPONSIBILITIES:• Team leadership, coaching and mentoring• Service Delivery Framework Implementation – Update and refine customer process documentation against industry recognized best practice frameworks like ITIL.• Constantly review existing processes and identify improvements to increase efficiency and CSAT• Meet Client agreed Service Levels and Key Performance Indicators (KPI)• Regularly develop proactive solutions for our clients• Maintain employee development and engagement plans• Facilitate shift-left of workload from 2nd and 3rd level resolver groups• Increase staff utilization and growth of the Service Desk• Work collaboratively with key business contacts to on-board new clients and services• Provide regular reports on IT Analyst to track and maintain performance• Identify repeat issues and work with relevant business leaders to identify and resolve the root cause• Escalate and take ownership of issues affecting our clients until resolution• Manage 3rd party relationships with key vendors.

• Mapping client’s requirements & architecting customized solutions to suit their requirements• Coordinating project management; responsible for monitoring on-site activities and final execution of projects within the time and cost parameters; configuring Modems, Router Connectivity and Servers.• Designing network layouts & managing the installation and configuration of systems• Possessing comprehensive understanding of Data, LAN, WAN, ATM, Frame Relay, DSL, Leased Line, Ethernet, E1/T1 , E3/T3, WAN Protocols, TCP/IP, Internet & Intranet and Networking devices administration, switching and Transmission concepts• Monitoring performance reports as a measure of preventive maintenance• Assisting in the design and implementation of the network troubleshooting server network problems and conflicts• Suggesting improvements in the operations and processes to make the system full proof• Troubleshooting & repairing work of wire line, wireless and data communications• Rendering technical support / training to clients for resolving critical technical issues• Identifying performances bottlenecks and take adequate measures to rectify faults• In-Depth knowledge and hands on experience of networking LAN and WAN technologies such as OSPF, BGP, VLANs, VRF, EIGRP, HSRP, RIP and Load Balance

CCNP certified. 642-902 Implementing Cisco IP Routing (ROUTE) Certified, CCNP 642-813 Implementing Cisco IP Switched Networks (SWITCH) Certified, CCNP 642-832 Troubleshooting and Maintaining Cisco IP Networks Certified. Currently Working with Tech Mahindra Pune as a Senior Support Engineer