Sanjana K
Bengaluru
Summary
Flexible technical support engineer with 5 years of experience. Handled with customer to troubleshoot issue and also used ticketing tool, Have knowledge of switching, Routing , LAN , WAN, DNS, DHCP. Team-player and an enthusiastic go-getter. Outgoing individual with a pleasant personality. Have knowledge on cisco switch and knowledge on CCNA. Conducted product training session for clients. Ticket handling and solving with resolution for technical issues.
Overview
8
8
years of professional experience
Work History
Major Incident Manager
Amazon
Bangalore
2026.03 - Current
- Coordinated major incidents to restore services within defined timeframes, ensuring rapid resolution and minimal disruption.
- Managed major incidents to restore services swiftly and efficiently.
- Skilled in managing P1/P2 network incidents, coordinating cross-functional teams, and minimizing business impact through rapid resolution.
- Experienced in ITIL Incident, Problem, and Change Management processes with a focus on SLA compliance and customer communication.
- Managed VLAN configurations and spanning tree protocols to optimize network performance.
- TTroubleshot BGP and OSPF routing failures, route flapping, and network convergence issues.
- SSupported AAA authentication using RADIUS and TACACS+ servers.
- Improved major incident coordination to reduce Mean Time to Resolution (MTTR), enhancing overall incident response effectiveness.
- Oversaw firewall incidents, implementing policy changes, managing NAT, VPN configurations, and traffic filtering to secure network integrity.
Technical Support Engineer
42Gears Mobility Systems
Bengaluru
2023.02 - 2024.02
- Handled incoming support calls, emails, and chat messages from clients with network technical issues, ensuring timely and effective resolutions.
- Worked on CRM tools (Freshdesk), Atlassian tools (Jira) and ticketing tools.
- Proficient in routing and cisco switching concepts such as VLAN, VTP, STP, OSPF, ACLs, port security, HSRP/FHRP, OSI model and CCNA concepts.
- Diagnose and troubleshoot technical issues associated with unified endpoint management product.
- Experienced in managing DNS and DHCP service and wireless technologies.
- Worked on Mobile device management (MDM).
- Worked on Mobile device management (MDM).
- Handled tickets and resolved technical issues.
- Managed ticket handling processes to ensure timely resolution of client issues. and solving with resolution on technical issues.
Technical Support Engineer
Bell Teleservices India Pvt ltd
2019.01 - 2022.01
- Monitoring servers and switches to prevent impacts.
- Monitored servers and switches to identify potential issues and prevent service disruptions.
- Utilized ticketing tool to log and track customer complaints and issues for resolution.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions.
- Applied critical thinking to analyze problems and assess potential solutions effectively.
- Handled Internet Lease line and Broadband connection.
- Engaged with customers to address concerns promptly and escalated critical issues to supervisor for further action.
- Have knowledge on router, cisco switches LAN, WAN, DNS and DHCP.
- Possessed knowledge of routers, Cisco switches, LAN, WAN, DNS, and DHCP for network management.
Education
B.Tech/B.E. - Telecommunication engineering
Visveswaraiah Technological University (VTU)
2018-01
12th - English
Karnataka2014-01
10th - English
Karnataka2012-01
Skills
- Technical Support
- IPV4
- Hardware
- Firewall
- Network Troubleshooting
- FHRP and HSRP
- Routing
- Switching
- Remote Access
- LAN
- WAN
- DNS
- DHCP
- Excellent Communication in English
- Ticketing Tools
- OSPF
- BGP
- Remote Support
- ACL
- NTP
- Switch Configuration
- Ticketing tool
- AAA server
- NAT
- Email Support
- Chat Support
- VPN
- Customer Handling
Languages
- English
- Kannada
- Tamil
- Hindi
Profile Summary - Summary
Flexible technical support engineer with 5 years of experience. Handled with customer to troubleshoot issue and also used ticketing tool, Have knowledge of switching, Routing , LAN , WAN, DNS, DHCP. Team-player and an enthusiastic go-getter. Outgoing individual with a pleasant personality.
Timeline
Major Incident Manager
Amazon
2026.03 - Current
Technical Support Engineer
42Gears Mobility Systems
2023.02 - 2024.02
Technical Support Engineer
Bell Teleservices India Pvt ltd
2019.01 - 2022.01
B.Tech/B.E. - Telecommunication engineering
Visveswaraiah Technological University (VTU)