Nitin Mishra
Phase II,Rajiv Gandhi Infotech Park, Hinjawadi, Pune,Maharastra
Summary
Dynamic Network Engineer with proven expertise at Wipro Technologies in troubleshooting complex network issues and enhancing service reliability. Skilled in OSPF, BGP, and SD-WAN technologies, working in IT field since 5+ year, I excel in incident management and customer engagement, driving operational efficiency and ensuring high customer satisfaction. Strong communicator with a commitment to excellence.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Network Engineer
Wipro Technologies
04.2024 - Current
- Monitored and resolved issues related to switches, firewalls, access points, and SD-WAN devices in customer networks using NGSD BMC and ServiceNow tools.
- Provided L2 tech support for U.S.-based ISP Comcast, managing call handling, fault ticket logging, and follow-up until resolution.
- Configured and troubleshot OSPF and BGP routing protocols in enterprise networks, including neighbor configurations and route advertisement.
- Conducted proactive network monitoring and technical troubleshooting to assess link status of routers and switches for errors and bandwidth utilization.
- Provide remote frontline support, primarily over phone and ticketing systems
- Document incidents, resolutions, and knowledge articles
- Performed real-time troubleshooting on fiber and copper cable technologies within the ISP domain.
- Initiated technical bridges during major incidents, updating all stakeholders with relevant communications.
- Monitored incident volumes, resolutions, pending complaints, and escalations to ensure efficient incident management.
Service Reliability Engineer
BT E-Serve India PVT Ltd
06.2021 - 04.2024
- To manage the P4/P3/P2/P1 priority incident effectively, catering the technical Teams/Client Groups through Technical troubleshooting and communications
- Provide level 1 support and ensure a professional and consistent delivery of quality service to BT Global services customers and achieve operational targets to audience.
- Handle problems escalated from Level 1 and provide online & onsite support to Enterprise customers for network-related queries and outages.
- Hand on experience on basic T=shooting cisco catalyst switch -3500, HP switches -5130 and Cisco Router -ASR1001,4400 series, and on SD -WAN Device( Velo device- EDge 510LTE,Edge 610 lTE
- Troubleshoot network issues of enterprise customers (US/CAN region)
Effective engagement with customer (written & verbal) & ensure Customer Satisfaction - Provide training for support engineers to develop procedural manuals for various issues (troubleshooting guides resolution procedures etc.)
- Knowledge of ITIL (incident Management,change management)
- Achieved increased production efficiency through close collaboration with operations staff in troubleshooting process-related challenges on reduced Ticket count
Network Support Engineer
CMS IT Service PVT LTD
09.2019 - 06.2021
- Handling the daily alerts of Lease line, PRI and Network related problems.
- Troubleshoot the application related issue, connectivity issue, IP Phones issue, network slowness and Network setup.
- Proactive monitoring of network using network management tool and performing technical troubleshooting which involves to the link status, routers & switches interfaces for errors, bandwidth utilization and handling Ping / Trace-route commands for checking any network delay.basic support on router voice gateway-3945E and Wan cisco router
- Handling On calls troubleshooting, accountable to resolve MPLS/ISP
- Coordinate with field engineers to resolve network-related problems.
- Working on Ticketing tools like PROCARE for ticketing and H8.
- Providing technical support to local channel partners (ERPs) and field engineers to resolve issues like broadcasting, Mac flapping, and looping issues.
- Maintaining Daily basis Network Devices Downtime and Uptime on Excel sheet.
Education
Bachelor of Technology - Electronics And Communication Engineering
Maharishi Dayanand University
Rohtak, India05.2016
Skills
Networking: LAN, MAN, WAN, OSI model,
Switching: VLAN, VTP, STP,Metro Ethernet,
Customer‑facing support experience,
Voice / Extended Frontline exposure,
Routing protocols: TCP/IP, static routing, default routing, IGRP, EIGRP, OSPF, BGP
Firewall management: FortiGate
SD-WAN: VeloCloud
Certification
CCNA certified | Credential ID-CSCO 13087833
Worked on Tool
Putty, Velo-Cloud (SD-Wan), BMC Remedy tool,Service Now,DDI, Nedi,Solar wind
cisco Prime infrastructure , Cisco WLC, Net brain ,CUCM, H8, Voyance, COMMS Tool, Citrix ,NPMD,
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Network Engineer
Wipro Technologies
04.2024 - Current
Service Reliability Engineer
BT E-Serve India PVT Ltd
06.2021 - 04.2024
Network Support Engineer
CMS IT Service PVT LTD
09.2019 - 06.2021
Bachelor of Technology - Electronics And Communication Engineering
Maharishi Dayanand University