Jagrata Das
Delhi
Summary
Working as an Incident Management Professional with a proven track record at BT Group, enhancing network performance and reliability for different clients. Expert in SD-WAN technologies along with a solid foundation in ITIL practices and exceptional problem-solving skills. Demonstrated success in major incident management and customer satisfaction, leveraging technical skill and effective communication.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Reliability Engineer
BT Group
Gurugram
08.2021 - Current
- Working as Service Reliability Engineer For client-PepsiCo International (FMCG ), DHL and Netco Model office on Installation, Configuration and Troubleshooting of Network Devices like Routers, Switches, Modems.
- Coordination with different vendors ISPs & hardware vendor, alerts, incident tickets.
- Primarily working on SD-WAN technologies like Nokia Nuage and Cisco SD-wan Devices
- Also hands on experience on Cisco Meraki dashboard to manage Meraki switches and Access Points
- Roles and Responsibilities: Monitoring network performance to determine if adjustments need to be made.
- Troubleshooting and configure the various LAN and WAN issues.
- Effectively managing the Incidents Lifecycle.
Senior Analyst
HCL Technologies Ltd.
Noida
01.2019 - 07.2021
- Worked as a Senior Analyst in HCL Technologies Ltd
- Worked as a Remote support Engineer to provide desktop support
- Helping clients regarding their windows related issues including Ms-office (Outlook, Teams, Excel, SharePoint etc) and other windows applications
- Helping users to provide access to VPN, Shared mailboxes, and distributions lists through Service Now and ARS
- Providing functional and technical support regarding Outlook and other applications
Senior Associate
WIPRO Ltd.
New Delhi
02.2017 - 01.2019
- Worked as a senior associate in Wipro Ltd
- Role - Senior Associate Job Responsibilities- Proficient in handling escalated cases and providing level - 2 support to end- users
- Helping clients with regards to issues of their accounts
- Guaranteed customer satisfaction by acting as key contact for issue resolution & customer advocacy
- Composing and forwarding emails to the client and service resolution teams
- Proficient in support and diagnostic tools such as iCRM, HNV, TMS, Knowmax
Education
B.Tech - Mechanical
IIMT Group of Colleges
Greater Noida08-2016
XII -
Mayur Public School
New Delhi04-2012
X -
Mayur Public School
New Delhi04-2010
Skills
- NGSD
- ITIL
- AWS
- Service now
- SCCM
- Azure
- MS office
- CCNA
- CRM
- LogMeIn
- CCNG
- HTML
Certification
- ITILv4
- AZ-900
- AZ-104
Timeline
Service Reliability Engineer
BT Group
08.2021 - Current
Senior Analyst
HCL Technologies Ltd.
01.2019 - 07.2021
Senior Associate
WIPRO Ltd.
02.2017 - 01.2019
B.Tech - Mechanical
IIMT Group of Colleges
XII -
Mayur Public School
X -
Mayur Public School
Similar Profiles
Ewan LilleyEwan Lilley
Customer service advisor at BT GroupCustomer service advisor at BT Group
Charlotte JonesCharlotte Jones
Regulatory and Business Change Manger at BT GroupRegulatory and Business Change Manger at BT Group
Vivek SikarwarVivek Sikarwar
Service Reliability Engineer at BT GroupService Reliability Engineer at BT Group