Summary
Overview
Work History
Education
Skills
Accomplishments
Projects
Hobbies and Interests
Languages
Timeline
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DHAIRYA SHARMA

Bangalore

Summary

Adept NOC Specialist with a proven track record at Tata Communications, I excel in troubleshooting, SLA management, and enhancing network security. Leveraging skills in Linux and effective incident resolution, I've significantly contributed to seamless major event operations, showcasing strong problem-solving abilities and a commitment to customer satisfaction.

Overview

3
3
years of professional experience

Work History

NOC Specialist

Tata Communications (Formerly - Kaleyra)
Bengaluru
09.2023 - Current
  • Company Overview - Kaleyra is the API-based platform to engage your clients with personalized messages, chatbots, and programmable voice services.
  • Monitoring cloud-based New Relic and Neuron dashboards for client product services dashboards.
  • Troubleshooting L2-level product issues and cloud issue tickets on the Jira and Freshdesk platforms.
  • Worked on Linux for fetching the required logs from the backend and updating the config files for the services, and live managing the Asterisk traffic to validate the data for clients, to provide more swift support, and move the same data forward to internal teams to validate the breaking points and fix the same.
  • Involved in Incident Management, creating incidents for Product P1 and P0 on the PagerDuty platform, involving all the tech teams to resolve the incidents within SLA. •
  • Worked with the internal development team to create and update documentation for the run books of the product services.
  • Documented and recorded all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
  • Worked on the onboarding of new PRI and SIP servers for major production events like Big Billion Day sale and Amazon Prime Day sale to accommodate the high volumes of traffic smoothly, without providing the client any downtime.

Network Engineer

Movate
Bangalore
11.2021 - 08.2023
  • Company Overview: Movate is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models
  • Troubleshoot/Diagnose all Level 1/2 issues from the customers and driving satisfactory resolution of the issues
  • Ensure consistent customer satisfaction
  • Document all communication with customers in the CRM
  • Interface with international customers
  • Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC
  • Handling Field Technicians and helping them with troubleshooting and installation of new devices
  • Troubleshot complex multi-vendor network service provider issues
  • Provided network support services for devices such as hubs, bridges, routers and other hardware
  • Liaised with stakeholders to keep project goals and deadlines on target
  • Configured and troubleshot VoIP and multi-media distributed systems and platforms
  • Recommended options for disaster recovery and remote access security
  • Assisted with implementation and support of network monitoring tools
  • Created VPN infrastructure and allowed for secure remote connections
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks
  • Provided detailed network diagrams and procedural guidelines
  • Escalated emergency technical issues beyond knowledge to maintain optimum up-time
  • Monitored network capacity and performance to diagnose and resolve complex network problems
  • Provided complete end-to-end engineering and installation of route-based IP network solutions
  • Collaborated with vendors to identify best options for optimizing network performance
  • Applied tier-isolation best practices to support multi-tier architectures
  • Performed troubleshooting for Juniper, Cisco and packet analysis
  • Movate is a global customer experience and technology services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models

Education

Diploma - Computer Science

PDM Institute of Engineering and Technology
01.2021

Secondary 10th -

DAV Public School
Panipat

Skills

  • Linux
  • Pagerduty
  • Newrelic
  • PRI/SIP Lines
  • SSH
  • Oneneuron
  • Graylogs
  • Callbacks
  • Jira
  • WInSCP
  • Wireshark
  • FortiManger
  • FortiGate
  • LAN
  • WAN
  • VoIP
  • SLA Management
  • VPN
  • Troubleshooting Level 1
  • Meraki
  • Network Security
  • Cradle Point
  • Routing
  • Switching
  • S2S
  • TCP/IP
  • Net Cloud Manager
  • OVRC
  • DHCP
  • Sangoma
  • OSI
  • Starbox
  • DNS
  • Wireless networks
  • Routers

Accomplishments

  • Received Excellence award from TATA Communications
  • Received Blue ribbon award from TATA Communication
  • Participated in several debates and group discussions at school and college level.
  • Anchored various events during school/college such as farewell, annual function.
  • Participated in a cultural Olympiad organized by Avantika - A group of contemporary artists and intellectuals.
  • Gold Medalist in Shot put at school level.
  • Member of college's cricket team.
  • Worked with a NGO named as UDAAN.

Projects

Complaint Grievance and Resolution System, The project aims at tracking the complaints registered by the students and provides remedy to the dispute raised by the students.

Hobbies and Interests

  • Travelling
  • Gyming
  • Playing Cricket
  • Listening Music
  • Watching Movies

Languages

  • English, Native
  • Hindi, Native
  • Punjabi, Native

Timeline

NOC Specialist

Tata Communications (Formerly - Kaleyra)
09.2023 - Current

Network Engineer

Movate
11.2021 - 08.2023

Diploma - Computer Science

PDM Institute of Engineering and Technology

Secondary 10th -

DAV Public School

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DHAIRYA SHARMA