Chandan Shivanna
Bengaluru
Summary
Network engineer proficient at resolving network related issues. critical thinker who address customer support issues quickly and constantly. My experience can help to increase the value of the organization. Exceptional presentation skills. Strong leadership. Exceptional Communication skills. Proficient troubleshooter. Organized and Proactive.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Network Engineer
NTT Data GDC
Bangalore
04.2024 - Current
- Handling service request and incident request.
- Troubleshooting issues related with cisco switches and routing issues.
- Switch basic configuration like vlan, uplink, telnet, ssh etc.
- Maintained communication network, monitored network performance, and resolved any technical issues.
- Hands-on experience with Cisco Meraki Dashboard for network monitoring.
- Monitored Meraki MX, MS, and MR devices for connectivity and performance issues.
- Performed basic troubleshooting for WAN uplinks, VPN tunnels, and client connectivity on Meraki.
- Acknowledged alerts and followed up on connectivity drops or latency issues in Meraki networks.
- Monitored cellular backup connections and usage stats on Meraki devices.
- Monitored SD-WAN edge routers and tunnels for link status and performance issues.
- Verified real-time traffic flow, interface status, and application-level performance.
- Basic knowledge of TLOCS, control connections, and overlay routing concepts in SD-WAN.
- Checked device status, alarms, and connectivity in Manage or Meraki dashboard.
- Coordinated with on-site teams for link failover testing and hardware checks.
- Global CCNA certified
Service Desk Analyst
NTT India GDC Private Limited
Bangalore
10.2021 - 03.2024
- Managed and prioritized Incident, Service Request, and Change Request tickets in accordance with ITIL best practices.
- Logged, categorized, assigned, and tracked tickets to appropriate engineering teams for timely resolution.
- Conducted initial investigation, troubleshooting, and diagnosis of reported issues before escalation.
- Acted as the primary point of contact between clients and technical teams, ensuring effective communication throughout the ticket lifecycle.
- Handled 2 to 3 customer calls daily, providing professional support and maintaining high customer satisfaction levels.
- Monitored service dashboards and shared mailboxes to identify, assign, and respond to incidents proactively.
- Followed up on open incidents and service requests, ensuring compliance with SLAs and timely closure.
- Escalated critical incidents, service requests, and change requests based on priority, impact, and business requirements.
- Maintained accurate and up-to-date case documentation, enabling efficient issue tracking and knowledge sharing.
- Performed user account creation, modification, and maintenance activities across supported systems.
- Coordinated with clients and engineering teams to ensure seamless issue resolution and status updates.
- Supported onboarding activities for new clients, including account setup and service transition processes.
- Provided regular progress updates to customers and stakeholders, ensuring transparency and effective communication.
- Managed end-to-end ticket ownership, from initiation through resolution and closure.
- Conducted ongoing follow-ups on unresolved and historical cases to ensure customer satisfaction and service continuity.
- Adhered to standard call-handling procedures, including call opening, active issue identification, accurate documentation, escalation, follow-up, and closure.
- Assisted in operational monitoring and daily service management activities to maintain service availability and performance.
Technical Support Engineer
Sree Venkateshwara Enterprises and Aishwarya facility service
Bangalore
11.2018 - 07.2021
- Provide thorough support and problem resolution for customers.
- I started doing basic desktop support of 2500 users.
- Achieved a type of reliance, as the go to guy for troubleshooting issues.
- Asset management and monitoring through OCS inventory tool.
- Applying security patches in accordance with company procedures.
- Configuration and testing of any new application software.
- Responsible for making a log of all customer service calls and submitting the log to management.
- Experience in Windows XP, windows 7 professional, windows 10 professional.
- Installing the software, operating systems and maintaining TCP/IP networking.
- Assist management with scheduling, service protocol improvements and quality assurance.
- Referred to difficult issues to upper management while maintaining positive rapport with the customer.
- Effectively communicate technical data to non-technical colleagues.
- Travelling to client sites to help with installations, deployment, and troubleshooting.
Education
ME - Information Technology
UVCE
Bangalore, KarnatakaBE - Computer Science
SJCE
Mysore, KarnatakaDiploma - Computer Science
SPT
TumakuruSkills
- Network troubleshooting
- Cisco device configuration
- SD-WAN management
- Meraki dashboard utilization
- IOS upgradation for Cisco switches
- Routing protocols technologies
- OSPF
- EIGRP
- BGP
- InterVlan routing
- LAN connections
- WAN connections
- ACL
- NAT
- Incident management
Languages
- English
- Kannada
- Telugu
Personal Information
Date of Birth: 04/03/91
Executive Summary
Exceptional presentation skills., Strong leadership., Exceptional Communication skills., Proficient troubleshooter., Organized and Proactive.
Extracurricular Activities
- Attended a course FINISHING SCHOOL IN IT in Computers Networks.
- Played league match in BCC cricket club.
Certification
Cisco certified Network Associate- Cisco ID No: CSCO14883562
Timeline
Network Engineer
NTT Data GDC
04.2024 - Current
Service Desk Analyst
NTT India GDC Private Limited
10.2021 - 03.2024
Technical Support Engineer
Sree Venkateshwara Enterprises and Aishwarya facility service
11.2018 - 07.2021
ME - Information Technology
UVCE
BE - Computer Science
SJCE
Diploma - Computer Science
SPT