DEEP UPASANI

Customer-focused Technical Support Engineer & Presales Specialist, Matrix Comsec

• Led end-to-end technical support for Matrix Comsec telecom systems, diagnosing and resolving complex issues to ensure uninterrupted operations and high client satisfaction.
• Developed and maintained comprehensive user guides, FAQs, and CRM documentation—empowering clients to self-serve common issues and reducing support escalations.
• Conducted targeted training sessions for client teams, improving product adoption and maximizing system utilization.
• Collaborated with sales and product development to gather requirements, design bespoke IT solutions, and produce detailed technical proposals and architecture diagrams.
• Delivered persuasive product demonstrations and addressed technical inquiries—showcasing solution benefits and driving successful presales engagements.
• Managed Proof-of-Concept projects to validate solution performance in real-world scenarios, refining infrastructure setups to align precisely with client needs.

Network Operations & Support

• Monitored and optimized WAN/LAN infrastructures using advanced network‐management tools to enhance reliability and uptime.
• Configured MikroTik routers, gateways, firewalls, UniFi Security Gateways,Access Points, Ruckus Zone Director, L2/L3 switches, and access points for secure, high-performance connectivity.
• Provided telephonic troubleshooting for wired and wireless network issues, achieving prompt resolution and minimizing downtime.
• Coordinated with ISPs and third-party vendors to diagnose connectivity problems and ensure peak WAN/LAN performance.
• Managed escalated help-desk tickets for complex networking challenges, consistently meeting SLA targets.
• Deployed fully remote site networks—installing firewalls, switches, and access points—via remote access tools for seamless, zero-touch provisioning.
• Conducted training sessions on network configurations and cloud management tools, creating detailed guides and reference notes to support ongoing employee learning.

Network & Systems Administration

• Configured and maintained routers, switches, firewalls (TP-Link, Sophos) and Ruckus Zone Director and also Access Points and IP Cameras and NVR to ensure secure, high-performance connectivity.
• Monitored network performance continuously, enhancing speed and availability to achieve consistently high uptime.
• Troubleshot and resolved user network issues, delivering responsive technical support and minimizing disruptions.
• Upgraded faulty network components and provided hardware maintenance to optimize overall system functionality.
• Administered Microsoft SQL Server databases—managing CRUD operations and maintaining data integrity for critical records.
• Provisioned user access directories and credentials, streamlining campus-wide internet connectivity and drive mappings.
• Implemented Sophos firewall rules and policies, securing campus network traffic and enforcing compliance standards.

• Cleaned & Validated Data: Leveraged Pandas to streamline and validate complex datasets, ensuring integrity and enabling precise analysis.
• Engineered Numeric Models: Applied NumPy and linear regression to forecast promotional outcomes, driving data-backed campaign strategies.
• Crafted Visual Insights: Developed Matplotlib charts to illuminate key trends and patterns, empowering stakeholders to make informed decisions.
• Uncovered Actionable Trends: Identified and interpreted correlations within large datasets, delivering targeted recommendations for promotional campaigns.
• Prototyped ML Concepts: Harnessed Kaggle datasets to prototype machine learning models, enhancing targeting accuracy and ROI potential.
• Optimized Data Workflows: Utilized Python as the core language to automate data manipulation and validation processes throughout the internship.