SHILPA B
Bangalore
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
11
11
years of professional experience
Work History
Senior Network TAC Support Engineer
Citrix
Bangalore
01.2021 - Current
- Currently working on L4 to L7 layer troubleshooting
- Provide Level-2/3 support and troubleshooting to resolve network
- Configured and troubleshoots issues on SSL, hypervisors, servers, gateways, mobile devices, SSL certificates, LB, HTTP and others
- Reproduced issues in lab environment
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshoot network issues impacting the operation and performance
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
- Performed root cause analysis of reported issues to enact corrections.
- Clearly documented cases with troubleshooting steps, recommendations, and resolutions
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket
- Assist with the installation planning and maintenance of network
- Earned recognition from management for consistently delivering exceptional service quality.
- Provided after hours and on-call support as required and ensured 24x7x365 availability for production support
STAFF ASSOCIATE, NETWK SVCS MAINTENANCE
AT&T
Bangalore
01.2020 - 05.2021
Senior Network TAC support Engineer
Randstad privat ltd
Bangalore
05.2020 - 12.2020
- (Contract Citrix)
L2 Network Support Engineer
DXC Technology
Bangalore
12.2014 - 12.2019
- 3 years of experience in Network field (Network Support Engineer L2)
- Configured and supported Aruba routers and switches
- Troubleshoot and resolved LAN/WAN connectivity issues. Managed and monitored all network devices
- Worked directly with various vendors to achieve business continuity recovery on voice and data cabling drops, server room, phone room and DHCP scope and DNS configuration for new servers in domain, IP addressing and sub-netting
- Good Understanding of OSI Model, TCP/IP protocol, SNMP, ARP, DNS, DHCP, RIP, EIGRP, OSPF, NAT, BGP, MPLS, VLAN, NAT, ACL, IPV4, IPV6
- Networking and Systems fundamentals and experience in troubleshooting complex Network and Systems issues
- Initially 2 year worked in Application support engineer.
- Worked on the tools such as Unix, SQL, & windows on updating/correcting and maintaining the data
- Extensive experience in troubleshooting production issues
- Maintained the highest closed incident without requiring escalation
- Trained new engineers in providing proactive support to customers.
- Maintained up-to-date knowledge of industry best practices and emerging technologies, applying this expertise to improve support services offered to clients.
- Performed root cause analysis on recurring incidents, leading to long-term solutions that improved system stability and performance.
Education
BE - ECE
canara engineering college
Mangalore01.2014
Skills
- Switching
- Routing
- ARP
- VLAN
- STP
- IPSEC IKV1
- SSL VPN
- HA
- Loadbalancer
- TCP/IP
- UDP
- HTTP/HTTP2
- DHCP
- DNS
- FTP
- SNMP
- TLS/SSL
Operating system
- UNIX
- Windows
- Free BSD
- MS office suite( Word, Excel & powerpoint)
Tools used
- Wireshark
- Developer tool
- tcp dump
Timeline
Senior Network TAC Support Engineer
Citrix
01.2021 - Current
Senior Network TAC support Engineer
Randstad privat ltd
05.2020 - 12.2020
STAFF ASSOCIATE, NETWK SVCS MAINTENANCE
AT&T
01.2020 - 05.2021
L2 Network Support Engineer
DXC Technology
12.2014 - 12.2019
BE - ECE
canara engineering college