Padma Naik
Network Engineer
Verna
Summary
Productive employee with 14 years of experience in the areas of Product Engineering, Network Engineering, Technical Support, Quality Control and People Management with well-known organizations. Currently working with D-Link India Pvt. Ltd as L3 Escalation Engineer, Product Level Single point contact across the country for handling technical queries related to Network designing, installation, setup and maintenance under the Enterprise level products of D-Link with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Excelled in enhancing customer satisfaction through innovative network solutions and effective problem resolution.
Overview
15
15
years of professional experience
3
3
Certifications
1
1
Language
Work History
L3 - Network Engineer
D-Link India Pvt Ltd.
Goa
01.2019 - Current
- Collaborate with clients to identify their needs and recommend suitable D-Link devices for their environments, ensuring optimal performance and efficiency.
- Provide demonstrations of suggested D-Link devices to clients, addressing queries and concerns to facilitate informed decision-making and successfully close customer requirements.
- Design and deliver comprehensive network solutions tailored to clients’ specific needs.
- Provide remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Contributed to product development meetings, providing insights from customer feedback to guide future enhancements.
- Led training sessions for new staff and L2 and L1 to ensure high-quality technical support standards across team.
- Product Setup : Designing, implementing, maintaining networks build by D-Link products and troubleshooting incase of network failures and optimizing performance. •
- Worked on D-Link L3 and L2 switches, and load balancer, wireless access points, controllers and software controllers for Wi-Fi management centrally (Wi-Fi 6)
- Product Testing • Product testing was done on D-Link Enterprise products and created documentation for resource generation and further reference. •
- Building Lab simulations and demos for newly launched products.
- Training • Hosted webinars for online training on all the latest launched products in the Enterprise section portfolio for Business Partners across the country
- Provided timely training for freshers Level 1team and L2 team in all departments and built strong teams for handling customer queries and operations. •
- Management • Mentored, monitored and managed a team of over 40 plus L1 engineers for achieving group targets and hosting feedback sessions for individual improvement and growth
Senior Quality Analyst
D-Link India Pvt Ltd.
Goa
07.2013 - 12.2018
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Resolved complex customer issues with thorough investigations, providing resolutions that enhanced overall satisfaction rates and brand reputation.
Associate Product Support Engineer
Digisol Pvt Ltd.
Goa
09.2009 - 06.2013
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Provided remote support for global customers, navigating time zone differences to ensure prompt assistance when needed.
- Escalated complex problems such product bugs to management for resolution.
- Managed customer relationships by delivering prompt responses to questions.
Education
Bachelor of Engineering - Information Technology
Padre Conceicao College of Engineering.
Verna Goa 06.2005 - 06.2009
Some College (No Degree) -
MES Higher Secondary
Vasco, Goa India 06.2024 - 05.2005
Skills
Technical troubleshooting
Affiliations
Currently associated with JCI India and serving as a secretary for one of the LOM’s in Zone11
Certification
AWS Certified Cloud Practitioner
Timeline
Some College (No Degree) -
MES Higher Secondary
06.2024 - 05.2005
L3 - Network Engineer
D-Link India Pvt Ltd.
01.2019 - Current
Senior Quality Analyst
D-Link India Pvt Ltd.
07.2013 - 12.2018
Associate Product Support Engineer
Digisol Pvt Ltd.
09.2009 - 06.2013
Bachelor of Engineering - Information Technology
Padre Conceicao College of Engineering.
06.2005 - 06.2009
AWS Certified Cloud Practitioner
Certified in D-Link Business Wireless
Certified in D-Link Switching
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