Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mirabai Zagade

Cloud Professional
Pune

Summary

With 8+ years of experience troubleshooting and provisioning links for various service providers, I have developed a strong skill set in networking technologies, specifically routing and switching. Throughout my career, I have successfully resolved challenging issues, resulting in increased client satisfaction. Thriving in fast-paced situations, I consistently provide high-quality help. As a Technical Support Representative, I specialize in Contact Center AI (CCAI) Platform support, Google Cloud Platform (GCP) services, and production support for global clients. My expertise includes troubleshooting and optimizing cloud-based solutions, ensuring seamless integration and performance of cutting-edge technologies. Additionally, I am skilled in GCP, SQL, and web development, further enhancing my ability to resolve complex issues and deliver exceptional client support.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

Technical Support Representative

Infosys Ltd
Pune
10.2023 - Current
  • Company Overview: Google Cloud Services
  • Delivered expert-level technical support for Google's Contact Center AI (CCAI) Platform, assisting clients in configuring and troubleshooting solutions including Dialogflow, Virtual Agents, and session management
  • Worked closely with customers on integrating CCAI with existing systems, resolving API errors, and optimizing call flows for enhanced user experience
  • Investigated and resolved technical issues related to CCAI Platform
  • Collaborated with product teams to resolve complex bugs and optimize feature deployments for customers
  • Google Cloud Services
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Technology Analyst

Infosys Ltd
Pune
11.2020 - 10.2023
  • Company Overview: Singapore Based Service Provider
  • Part of global service provisioning team, Responsible for configuring new commissioned MPLS links on the provider edge routers for global customer
  • Configuring new commissioned link on PE router as per the customer's requirements in terms of routing protocol, Qos, IPSEC tunnel and many more
  • Troubleshooting the issues related with BGP, MPLS VPN, VRF and packet drops
  • Coordinating with customers during link activation
  • Configuring remote VPN link on Fortigate firewall
  • Hands-on Juniper MX960, Mx480,Mx120, Juniper Mx 4300 switches
  • Singapore Based Service Provider

Network Engineer

Infosys Ltd
Pune
11.2017 - 10.2020
  • Company Overview: Australia Based Service Provider
  • Providing high level of complex technical service and support in level 1 & level 2 service assurances for Telstra's IP products
  • Duties include troubleshooting of network issues from Telstra managed Cisco router at customer premises into the Telstra Private IP network
  • Troubleshooting of Various Services such as ADSL, BDSL, and Frame relay, Wireless, Meraki and Fiber Services in the Data Center
  • Troubleshooting of Meraki Devices logging into Riverbed to check alarms and also generate reports to the top talkers
  • Expertise in identifying and resolving high end core DWDM devices (ADVA FSP 2000, 3000) with vendor co-ordination
  • Testing carriage type such as Frame relay, ADSL, BDSL and layer 3 IP Routing
  • Resolution of complex customer issues, in consultation with customer and in-house and other resolver groups
  • Australia Based Service Provider

Network Associate

TATA Communications Ltd
Pune
05.2016 - 11.2017
  • Fault analysis/troubleshooting of ILL & VPN customers
  • Follow up with last miles like Sify, Wimax, Radwin, TTSL etc
  • Resolving latency and non-reachability issues reported by customers for remote Internet destinations as well as VPN customers
  • Working on BGP, MPLS, LDP, L2VPN, and L3VPN
  • Technical support and Fault Management for the WAN connectivity including the troubleshooting of routing protocols like OSPF, BGP, MPLS, L3VPN, Broad net customers
  • Troubleshooting for point-to-point leased line circuit customers
  • Resolution of service affecting problems on a proactive or reactive basis for Data as well as Leased circuits
  • Finding and analysis of root cause for fault and furnishing the same to customers
  • Troubleshooting High Latency and Routing issues for internet customers
  • Hands-on experience on Cisco, Juniper, Huawei routers for data services with the knowledge of routing protocols like OSPF, BGP, and MPLS
  • This is key sub-process of the incident management

Education

Bachelor of Engineering - E&TC

Universal Collage of Engineering
Pune
01.2011 - 01.2015

Skills

CCAI Platform: session management

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Certification

AWS Cloud Associate

Timeline

Technical Support Representative

Infosys Ltd
10.2023 - Current

Technology Analyst

Infosys Ltd
11.2020 - 10.2023

Network Engineer

Infosys Ltd
11.2017 - 10.2020

Network Associate

TATA Communications Ltd
05.2016 - 11.2017

Bachelor of Engineering - E&TC

Universal Collage of Engineering
01.2011 - 01.2015

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Mirabai ZagadeCloud Professional