Surabhi Banerjee

Maintaining clients in terms of call handling, case handling, emails, proper shift . Handovers with updates, and end-to-end follow-up on the cases. . Coordinating and escalating with service providers during network issues . Maintaining documents related to implementation/change, Port detail . Answered phone calls from clients regarding incidents, escalations, and information requests. (incident, escalation, and request for information), Handle troubleshooting of Static routing and Dynamic Routing in Cisco Router such EIGRP, OSPF, and BGPP. . Engaged in IP networking to support various technical functions., and key networking protocols like TCP/IP, OSPF, BGP, MPLS, SDN etc. Understanding of generic protocols and their applications, device repair, network topologies and global internet technologies. . Using tools to extract site information and device details, Troubleshot networking problems including latency, availability, and utilization, minimizing downtime and maximizing network availability.

• Monitored ATM and retail network alerts for Diebold Nixdorf service operations.
• Troubleshot TCP/IP, VPN, and DNS issues across customer network environments.
• Escalated critical incidents through service desk ticketing workflows.

• Analyzed data trends to support decision-making processes.
• Created visual reports to present findings to stakeholders.
• Collaborated with teams to collect and validate data inputs.

Ensured service delivery met service level agreement (SLA) standards

Monitored enterprise network infrastructure for performance issues

Monitored on-site devices via Checkmk portal to assess system health

Conducted initial troubleshooting to identify technical issues

Coordinated handovers to communicate updates and track case progress