RICHA DADWAL
Bangalore
Summary
BE - Electronic and Communication Experience in System Analyst and Network Admin provides exceptional support in IT environments, Access Management Switching/Routing and Provides technical expertise to team members and mentoring. Results-driven and highly motivated professional and proven track record of maintaining, analyzing, and troubleshooting of Client computing and IT infrastructure peripherals. Providing technical support as Technical Support Engineer, Network Admin and Operation manager. Experience in System and Network Configuration/IP, Infoblox, Network Monitoring tools. Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers’ expectations are met or exceeded. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
14
14
years of professional experience
Work History
Team Lead
AT&T Communication Service PVT LTD
Bangalore
07.2014 - Current
- Managed and operated ITSM ticketing tools to facilitate streamlined issue resolution and enhance operational efficiency.
- Monitored and maintained a variety of networking devices including routers, servers, firewalls, and switches to ensure optimal performance and minimal disruptions.
- Diagnosed networking devices and perform basic troubleshooting to resolve issues promptly.
- Escalated critical events and issues to the appropriate teams for timely resolution.
- Provided dedicated support to clients located across the MEA (Middle East & Africa), AP (Asia Pacific), and Europe regions.
- Collaborated with cross-functional teams to troubleshoot and resolve complex network-related issues.
- Participated in on-call rotations and respond to network emergencies outside of regular business hours when necessary.
- Supervising the Incident Management process to ensure IT incidents are being resolved promptly and service disruptions are being prevented.
- Evaluating and prioritizing IT incidents and risks based on ITIL guidelines, and applying effective resolution strategies.
- Proactively monitoring global IT infrastructure, identifying and addressing issues to uphold service reliability and availability.
- Coordinating P1/P2 bridge calls with Incident Manager and clients to expedite resolution efforts during critical incidents.
- Monitoring and overseeing change implementation, ensuring adherence to protocols and best practices.
- Offering expert support for IaaS Cloud Platform, including server deployments, user management, performance monitoring, and infrastructure maintenance tasks.
- Managed Service Level Agreements (SLAs) to ensure compliance and optimal performance.
- Prepared and maintained the team roster on a monthly basis.
- Monitoring Solar wind alerts, troubleshooting LAN, WAN, VSAT Link related issues Handing
- Event identification and classification (Incident, Request, Change, Query). Creation of Trouble Tickets based on event type.
- Working on issues related to B PORT VPN - VM WARE ACCESS APPLICATION,CLIENT TO SITE , SITE TO CLIENT,SITE TO SITE CONNECTIVITY
- Worked on OSI Model, IP Addressing, Static and Dynamic Routing ( RIP, EIGRP and OSPF) , NAT/PAT, Access List and Switching
- Working with Direct IBM users related to issue 1NET ex: B-port related issue, Frequent Disconnection, Slowness etc.
- React to monitoring tickets received and providing regular updates to users and Achieve SLA. Creating the Work instructions as per organization Security Policies
- Develop, implement and maintain a culture of continuous improvement around maintenance & support, processes, tools, standards, and overall performance of support provided by the team.
- Drive continuous improvement into processes through the identification and trending of key performance indicators (KPI)
- Support the team in employee development through training, coaching and performance management
- Ensure the service levels are managed to customers (24 x 7, 365 days per year) Working on Service Now Clouding platform
- Engaging internal NOC , ABFS , NCR teams for faster resolution
- Engaging clients with live troubleshooting as a SME Managing entire team as Queue Manager Monitoring the calls and control the ASA
- Providing daily basis ASA report to Management
- Upgrade Firmware on Edgewater routers
- Coordinated team resources to achieve project goals.
- Monitored team performance against targets, taking corrective action where necessary.
- Provided support to junior staff during peak periods of workloads.
- Trained new staff in relevant processes and procedures.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
Sr. Technical Support. (L2 /L3 Support)
Concentrix Technologies India PVT LTD
07.2012 - 02.2014
- Provide Level 1 & 2 support in the Configuration and Troubleshooting for Cisco Linksys Routers, Switches and Access Points for APAC Clients.
- Perform installation and upgrading new network infrastructure.
- Planning & designing LAN and WAN setup
- Network connectivity troubleshooting - ping, tracert, Telnet and Remote session through –
- Cisco WebEx and Direct Connect (RightNow CRM)
- Using debugging tools (InSSIDer ) and lab simulations to analyze problems and identify solutions
- Providing notifications to the Clients regarding the progress of the tickets and ensure to meet the SLA.
- Maintaining Aspect Enterprise call Monitor.
- Keeping up-to-date with new technology products in order to provide support as soon as they are launched in the market.
- Performed regular maintenance checks on customer computers to ensure optimal performance.
- Identified potential areas of improvement within existing processes that could enhance customer experience.
- Performed system upgrades when necessary in order to maintain compatibility with latest software versions.
Technical Support Engineer
EPSON India PVT LTD
Bangalore
12.2010 - 01.2012
- Providing technical support to customers new purchased devices printer, banner and laser printer.
- Assisting users for initial setup and configuration.
- Assisting users to install OS
- Monitor network communication
- Troubleshooting and up gradation of hardware for issues at company
- Co-ordaining with field engineers to make sure the new installation and the complaints to be complete within the committed time.
- Maintaining day to day report of installations and complaints
- Online (L2) support for customer’s System and Internet connectivity issues and troubleshooting
- Provided remote assistance to end-users when needed.
- Monitored ticketing system queues for incoming requests from customers.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Education
Bachelor of Engineering - Electronic And Communication Engineering
B.T.L Institute Of Technology And Management
Bangalore01-2010
Skills
- Schedule Management
- Performance monitoring
- Production Monitoring
- Regulatory Compliance
- Trend tracking
- Diversity and Inclusion
- Product Management
- Teamwork and Collaboration
- Shift Scheduling
- Mentoring
- Coaching
- Problem-Solving
- Team motivation
- Issue Resolution
- Attention to Detail
- People Management
- Performance Evaluations
- Problem-solving abilities
- Time Management
- Written Communication
- Effective Communication
- Self Motivation
Languages
English
First Language
Timeline
Team Lead
AT&T Communication Service PVT LTD
07.2014 - Current
Sr. Technical Support. (L2 /L3 Support)
Concentrix Technologies India PVT LTD
07.2012 - 02.2014
Technical Support Engineer
EPSON India PVT LTD
12.2010 - 01.2012
Bachelor of Engineering - Electronic And Communication Engineering
B.T.L Institute Of Technology And Management
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