Neha Arora
Melbourne
Summary
Bringing expertise in network support and technical troubleshooting to optimize system performance and reliability. Skilled in coordinating cross-functional teams and managing complex technical environments, enhancing operational workflows and incident management. Experienced in automation and process improvements to drive efficiency and resilience.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Network Engineer
NBN Co
01.2020 - Current
- Provided support to various onsite engineers with respect to troubleshooting issues and providing the required information for various network components.
- Worked in 24 x 7 x 365 shift rotation environment.
- Responsible for providing technical support over phone to Field technicians on scheduled upgrades and outages on DWDM/Core, FTTP, HFC and FTTN Network.
- Created, diagnosed, and resolved Network Incident tickets and also provided regular status updates adhering to network and customer SLAs Proactively updating the clients for ongoing issues and any outages.
- Actively monitored and responded to Service Requests, Change Requests, Held Orders and Access Seeker updates.
- Coordinating with internal teams and expediting the resolution of any incident or change requests.
- Provided support to the team in absence of SNE during shifts.
- Having Department of Defense baseline clearance.
- Call back Mechanism App: Collaborated with NMC teams to identify and address operational needs, and led strategic improvements from concept to delivery. Implemented change initiatives, overseeing the end-to-end delivery of multiple integrated activities, and operationalised new processes to support NMC enhancements.
Senior Solution Delivery Lead( Secondment)
NBN
09.2025 - 11.2025
- Led and supported delivery of key NMC operational uplift initiatives, including automation, workflow simplification, and process improvements, ensuring smooth integration into existing NMC operational systems.
- Played a central role in IT Resilience Testing – Group 3.1, coordinating test planning, stakeholder engagement, execution activities, and post-test reporting to strengthen organisational resilience and outage readiness.
- Collaborated with cross-functional teams, Solution Architects, Operations Managers, SNEs to translate operational challenges into structured delivery outcomes that enhanced network reliability.
- Supported MR Release and Informers Release cycles by coordinating readiness activities, validating impacts, ensuring communication flows, and helping drive timely, controlled deployment into production environments.
- Optimised operational workflows by analysing data, refining documentation, and removing inefficiencies, contributing to faster response times and improved incident management processes.
- Supported risk management by ensuring processes aligned with ITIL, security standards, and NMC operational frameworks.
Technical Support Specialist
Green Solutions
01.2017 - 08.2017
- Provided tier 1 and tier 2 technical support to end users
- Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment.
- Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
- Ensured day-to-day server administrative tasks are documented, executed in a timely manner and are successful
Application Support Analyst
IMEX Sourcing Service
02.2015 - 08.2016
- Led in customer service process re-structuring and improvement, contributed in testing CRM systems using suiteCRM
- Determine effective resolution to minimize customer downtime and impact
- Coordinated development team with business users for system deployment and modifications
- Analysed reports and database to identify inconsistencies and ensured adequate implementation of the new system
- Analysed data performance and implemented changes necessary to improve execution time
- Work from remote location, Australia
Application Support Analyst
Capgemini (Igate)
12.2013 - 01.2015
- Sysone is implemented on the BACnet protocol. BACnet is an “open data communication protocol. It is used to communicate with other system within a building or with other manufactured system.
- Supported development and integration of C++ applications as per specifications.
- Developed application codes, design instructions and modules from technical requirements.
Application Support Analyst
Aircom
09.2012 - 10.2013
- Successfully collaborating with both colleagues and customers in the execution and delivery of projects, received several honors for excellent contribution to organisation.
- Design software applications so that different formats of files can be compiled
- Troubleshoot software and applications for all customers to better understand how to help them use the programs efficiently.
- Implement improvements to reduce the bugs and common problems had by users
Software Developer
Aricent
03.2006 - 04.2012
- Packet Control Unit (PCU) is a plug-in unit in the Base Station Controller (BSC) for 2.5G GPRS Access Network. Features include GPRS Radio Network Related procedures, TBF Management procedures, Cell Reselection Scenarios, Territory management & Link adaptation.
- Involved in development and enhancement of various features for RLC module
- Wrote design documents (High-level and low-level)
- Generated Coding as required in the module.
- Wrote Unit Test Plans and Module Test Reports
- Provided post deployment maintenance at Customers end.
Education
Masters - Computer Application
AMITY University
India01.2006
Bachelors - Information Technology
GNDU University
India01.2003
Skills
- Service Desk Tools: BMC Remedy Service Desk, Genesys, Workspace, Citrix, MAXIMO
- Operating Systems - Windows (7, 8, 10), Linux, Unix, OSE (RTOS)
- Tools – SpacialNet, Alarm Central, Servassure, ipact
- Web Sphere Application Developer, Eclipse, Visual Studio, Business Skype, MS Outlook
- Technical skills: C, C, MySQL, Oracle 9I, Version Control System (SVN and Clearcase), HTML, Challenger, Debugging tools (GDB, Nethawk Analyzer), Jira
- Domain Skills – Knowledge of DWDM/CORE, FTTP/C, HFC Network and FTTN, Telecom Domain, Automation Building Domain, CRM
Accomplishments
- Received multiple “Sparks” awards recognising exceptional performance across high-volume incident management, multi-technology support, and meaningful contributions to organisational culture—including active involvement in the Social Committee.
- Awarded multiple “On the Spot” recognitions at Capgemini for impactful delivery, reliability, and service excellence.
- Consistently appreciated by clients for timely troubleshooting and maintaining strong service quality.
- Mentored and coached team members, supporting both technical capability development and broader professional growth.
Certification
ITIL V4 Foundation
References
Professional references available upon request.
KEY SUMMARY SKILL
- ITIL certification and experience with Service Management tools required
- Excellent organization skills with good attention to detail and ability to develop and document procedures
- Excellent communication skills, both written and verbal
- Strong ability to document processes, procedures, and knowledge (Confluence, Jira experience)
- Agile experience
- Knowledge of AutoCAD tool (Spatial Net), iPACT and worked on citrix environment and VMware
ATTRIBUTES
- Time Management Skills
- Problem Solving
- Customer Service
- Strong Communication
Timeline
Senior Solution Delivery Lead( Secondment)
NBN
09.2025 - 11.2025
Network Engineer
NBN Co
01.2020 - Current
Technical Support Specialist
Green Solutions
01.2017 - 08.2017
Application Support Analyst
IMEX Sourcing Service
02.2015 - 08.2016
Application Support Analyst
Capgemini (Igate)
12.2013 - 01.2015
Application Support Analyst
Aircom
09.2012 - 10.2013
Software Developer
Aricent
03.2006 - 04.2012
Bachelors - Information Technology
GNDU University
Masters - Computer Application
AMITY University