Riddhi Vakil
Bengaluru
Summary
Seasoned Technical Consulting Engineer with around 9 years of experience in service provider and enterprise networking. Global technical support, including strong specialization in Cisco IOS XR/XE platforms. Adept in handling complex escalations, deep log analysis, and real-time troubleshooting for BGP, OSPF, IS-IS, MPLS, and other technologies. Skilled in collaborating with engineering teams for RCA and bug tracking, and known for delivering timely, high-quality resolutions that enhance the customer experience.
Overview
10
10
years of professional experience
Work History
Technical Consulting Engineer - TAC
Cisco Systems India Pvt. Ltd
Bengaluru
12.2022 - Current
- Provided real-time support to global customers on IOS XR and IOS XE platforms.
- Troubleshot complex network issues involving routing protocols such as BGP, OSPF, and IS-IS.
- Conducted in-depth log and configuration analysis, validating bugs while recommending fixes or upgrades.
- Resolved high-priority escalations through lab reproductions and business unit coordination.
- Delivered proactive mentorship to new Technical Assistance Center hires via training sessions and case reviews.
- Managed RMA processes and documented root causes for hardware, software bugs, and environmental faults.
Network Consultant
Capgemini Technology Services
Mumbai
07.2021 - 12.2022
- Configured and supported DMVPN/IPSec site-to-site connections with BGP-based VPN routing.
- Managed L1 and L2 escalations for deployments of Cisco ASA, 892FSP, and ISR routers.
- Developed and maintained comprehensive network diagrams to ensure accuracy.
- Conducted change impact assessments to evaluate potential effects on network performance.
Senior NNOC Engineer
Tikona Infinet Pvt. Ltd
Mumbai
08.2019 - 06.2021
- Managed backbone routing (OSPF/BGP) across Cisco and Huawei gear
- Troubleshot escalated outages across leased line and last-mile circuits
- Maintained hardware audit logs, coordinated with regional field teams for POP health
Technical Support Engineer
Ishan Netsol Pvt. Ltd
Ahmedabad
08.2015 - 08.2019
- Delivered end-to-end support for enterprise customers and wireless deployments
- Managed BGP/OSPF routing, VLANs, RF/fiber links, and device configurations
- Collaborated with field engineers and resolved cases within SLA using NOC toolkits
Education
Electronics And Communication Engineering
Rajasthan College of Engineering For Women
Jaipur, India06-2013
Diploma - Electronics And Communication Engineering
Nirma University
Ahmedabad, India06-2010
High School Diploma -
SSC
Ahmedabad, India 06-2006
Skills
- Cisco IOS XR
- BGP
- OSPF
- MPLS
- IS-IS
- Consulting
- Problem management
- Log analysis
- Customer Experience
- Customer-focused
- Customer Support
- Technical Support
- Bug Tracking
- Network support
Languages
English
Core Technical Competencies
- Routing & WAN Protocols: IOS XR, BGP, OSPF, IS-IS, MPLS, L2VPN, L3VPN
- Switching & LAN: VLAN, STP, QinQ, VTP
- Cisco Platforms: ASR 9K, NCS 540, NCS 55xx,
- Monitoring tools and analysis: Solarwinds, Zabbix, Cacti, GNS3, Cisco Net-Sim and Cisco Packet Tracer
- Customer support: Webex/Teams troubleshooting, RMA processing, bug ID tracking, RCA creation, Lab repro
- Security: IPSEC VPN, DMVPN
- Ticketing tools: ServiceNow, Salesforce
Accomplishments
- I have been awarded CSAT Champion multiple times, quarter on quarter, for maximum lead generation
- I have won the CX Lead Generation – Q1 FY24 – Bronze Medal for generating the highest sales leads from the sales team
Timeline
Technical Consulting Engineer - TAC
Cisco Systems India Pvt. Ltd
12.2022 - Current
Network Consultant
Capgemini Technology Services
07.2021 - 12.2022
Senior NNOC Engineer
Tikona Infinet Pvt. Ltd
08.2019 - 06.2021
Technical Support Engineer
Ishan Netsol Pvt. Ltd
08.2015 - 08.2019
Electronics And Communication Engineering
Rajasthan College of Engineering For Women
Diploma - Electronics And Communication Engineering
Nirma University
High School Diploma -
SSC
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