Vaishnavi Gupta

1 - Inventory reconciliation and mitigation for Wi-Fi (via TACACS, NAC, ServiceNow, and Automata).
2 - Incident management for network faults, customer complaints, and escalated cases.
3 - RCA (Root Cause Analysis) for P1 incidents and major outages.
4 - Problem ticket management and resolution tracking.
5 - Escalation handling for customer complaints and network events.

6 - New AP and switch installation/configuration.
7 - Hardening validation to improve secure networking and vulnerability closure.

8 - Firmware upgrades for wireless devices and switches.

9 - SCD (Standard Change Document) preparation for any change deployment, bandwidth utilization analysis report, and sharing with the customer for link upgradation, documentation SOP creation for technology/process handling.
10 - Physical and logical digram documentation
11 - Inventory reports via TACACS/ServiceNow/Automata.
12 - Stock review and hardware lifecycle monitoring.
13 - RMA process for faulty devices.
14 - Escalation mail tracking and resolution logging.

15 - Campus AP, IAP and cloud-based AP.

• Responsible for the configuration and troubleshooting of Aruba & HPE Switches 3810M, 2530 HPN 5900
• Monitor Link UP/DOWN and Bandwidth Utilization.
• Conf & t-shoot VLANs, STP, SVI, Ether Channel, OSI and TCP/IP Model.
• Taking backup of switches quarterly
• Verifying Switches configuration for vulnerabilities
• Dual link site fail-over testing and report submission with all artifacts
• Performed corrective actions necessary to restore any network outages
• Handle Day to Day network operational issues.
• Over-all looking daily, weekly and monthly report and sharing to customer and regional team for SLA.
• Generate regular reports on network health, usage for management and planning purposes

• Informed clients of policies and procedures
• Performing Incident/Interaction investigation diagnose and resolution
• Working knowledge of MS Operating systems and application
• Installing and Updating Security Agents such as SCCM, DLP, SEP, NAC, SEE, Citrix.
• Escalated unresolved issues to appropriate level
• Installed software, modified and repaired hardware and resolved technical issues remotely
• Managed call flow and responded to technical support needs of customers
• Provided hardware and software support for all-in-one machine and resolved printing, installation, OS issues
• Handling severity-1 level to severity-4 level Incidents.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Diagnosed and troubleshot hardware, software and network issues.

• Used remote diagnostic tools to identify sources of certain customer issues
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues
• Answered incoming support inquiries via chat, phone and email
• Support customers to use and maintain equipment to reduce service issues
• Diagnosed and troubleshot hardware, software and network issues
• Patched software and installed new versions to eliminate security problems and protect data
• Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
• Installed and configured operating systems and applications.
• Remove malware, update AV to keep the system protected from laptops and desktops machine.