Sweta Pallavi

VM IReland Project
Currently, I'm working as an Assistant Engineer whereby I had the responsibility of managing core network. Since Sep-2019 with Ericsson Global India- Engineer (IP and Optical at Core Routers, Firewall, Load balancer, Voice/Data).Worked for Liberty Global (Fixed Lines) project since Sep 2021.
Responsible to do the Monitoring and basic troubleshooting on Core routers, Monitoring Firewall, Load Balancer, Webmail Services, Voice services.
Ticket audit of team members and guide them where they are lacking.
Weekly TT audit call with customer.
Regular follow up with local team (affiliate) to get the ticket closed within SLA.
Weekly call with team member to share the new process emerges in project and listen to their ideas towards the project.
Time to time review the new process and share the same with team member
Managed, tracked and coordinated problem resolution and escalation processes.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Hands on experience in tools like Putty ,Spectrum & Alarm Central
Co-ordination with other team members in solving outage.
Responsible for Daily/Weekly TT quality Audits for internal improvement.
Responsible for Impact Assessment of new projects.

Managed high levels of call flow and responded to technical support needs.
Experience resolving the issues as per concern provided by the process to customer by solving it & provide resolution as per given sla.
The roles & responsibilities we provided to customer that they are facing the issues in Destop & Printer in which we work as L1 supports by solving the issues by taking in Remote management.
We have to raise or generate ticket at a single point of contact in which to identify and to solve the problem or issue by the ticket tools using BMC Remedy tool.
Used ticketing systems to manage and process support actions and requests.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Assisted with updating technical support best practices for use by team.

Selected in college Campus-2019 for Network Analyst role.
Performed root cause analysis and general troubleshooting.
Learned new skills and applied to daily tasks to improve efficiency and productivity.
Monitored systems in operation and quickly troubleshot errors.