Pinkesh A. Email & Phone Number

Bengaluru, Karnataka, India

• Engaged with global customers via email and virtual collaboration sessions to address technical inquiries and resolve issues related to NSX-T Data Center.• Conducted in-depth troubleshooting and issue reproduction in lab environments to diagnose and resolve customer issues, including network connectivity problems, performance degradation, and configuration errors.• Consistently documented customer interactions and internal communications, providing detailed descriptions of issues, diagnostic steps, and resolutions. Communicated action plans and updates to stakeholders, maintaining transparency throughout the support process.• Partnered with engineering, field teams, and other technical experts to drive resolution of critical situations. Managed global escalations to resolution, ensuring timely updates and generating Root Cause Analysis (RCA) reports.• Utilized knowledge of NSX-T architecture, including components like NSX Manager, NSX Edge, and Transport Nodes, to address complex networking challenges. Demonstrated expertise in NSX-T features such as distributed firewall, load balancing, and micro-segmentation.• Researched issues using internal knowledge bases and contributed to knowledge-sharing initiatives by creating and updating knowledge base articles. Developed training materials and mentored new team members to enhance their technical skills and understanding of NSX-T environments.• Collaborated with senior engineers to review logs, analyze data, and troubleshoot complex environments. Identified root causes of issues and implemented effective solutions to improve network performance and reliability.• Completed various self-paced training programs to stay updated on NSX-T advancements and industry best practices. Actively pursued certifications and participated in professional development opportunities to enhance technical skills.

Muscat, Masqaţ, Oman

• Maintaining and managing the network and security infrastructure for multiple enterprise clients as a service provider• Configuring and troubleshooting switches, routers, wireless infrastructure, endpoint security and firewalls• Implementing and maintaining security measures to protect client data and systems• Ensuring compliance with industry standards and best practices• Monitoring and analyzing network and security performance to identify and resolve issues• Collaborating with clients and other teams to implement new projects and upgrades• Responding to and resolving support tickets from clients related to network and security issues• Providing technical assistance and troubleshooting for clients experiencing issues with their network or security systems• Collaborating with other teams to resolve complex issues and escalate critical incidents• Monitoring network and security systems to proactively identify and resolve potential issues• Communicating with clients to keep them informed of the status of their support tickets and any actions taken• Documenting all support ticket interactions and resolutions in a comprehensive manner

Bangalore Urban, Karnataka, India

• Delivering training sessions for CCNA, CCNP, and CCNA Collaboration courses using various teaching methods such as lectures, hands-on exercises, and labs, to ensure a comprehensive understanding of the material for students.• Developing and updating training materials, including PowerPoint presentations, lab guides, and practice exams to align with industry standards and best practices.• Creating and administering assessments and quizzes, both online and offline, to evaluate student progress and understanding of the material.• Providing one-on-one coaching and support to students as needed, including feedback on their performance and assisting with any technical difficulties they may encounter.• Keeping abreast of the latest developments in network and security technologies and incorporating them into training sessions to ensure that the content remains current and relevant.• Maintaining accurate records of student attendance, progress, and performance throughout the course.• Collaborating with other trainers to develop and deliver training programs, share best practices and review materials.• Providing feedback to management on the effectiveness of training programs, student performance, and areas for improvement to ensure the quality of training is consistently high.

Indore Area, India

• Responding to customer inquiries via phone, email, and chat for Xiaomi routers, providing technical support and troubleshooting assistance.• Diagnosing and resolving technical issues related to Xiaomi routers, including setup, configuration, connectivity, and performance.• Collaborating with cross-functional teams, including engineering and product management, to resolve customer issues.• Keeping up-to-date with the latest Xiaomi router products, features, and troubleshooting techniques.• Maintaining accurate and detailed records of customer interactions, including problem description, resolution, and follow-up actions.• Identifying and escalating recurring issues to the appropriate teams for further investigation and resolution.• Providing feedback to the product team on customer needs and feature requests to improve the product.• Participating in training sessions to stay current with new products, features, and troubleshooting techniques.• Used to face calls from client to sort out the issues and configuration challenges over the call.• Provided incident trace and response.• Demonstrated strong analytical, troubleshooting and problem-solving skills.• Monitored network capacity and performance, as well as diagnosed and resolved complex network problems.• Took the responsibility of an SME in order to help fellow team members with the technical queries they had.• Participate in on call rotation. Resolves complex help desk tickets and network problems. Tracks and trends issue and drives resolution.