Upasna Gandhi

**** ****** ****

Morrisville, NC-*7560

Contact: 919-***-****

aczg1w@r.postjobfree.com

Summary

Experienced, result-oriented Network Engineer with 7+ years of expertise in configuring/troubleshooting network switches/routers, IT service management and customer service. Expertise in handling enterprise level IT technical support. Dedicated to providing excellent customer service and making operational and procedural improvements. Well versed in ITIL, Process Improvement, team management, transition management in IT infrastructure.

Profile

4.3 years of experience as Technical solutions consultant and Team Lead with Hewlett Packard Enterprise, Bangalore.

3 years of experience as technical support engineer/ IT service management with Infosys Ltd., Bangalore.

Post Graduate Diploma in Human Resources Management from Symbiosis University, Pune, Maharashtra- India

Bachelors of Computer Science from Guru Nanak dev University, Punjab- India.

Technical (Professional) Qualification

CCNP – Switching and Cisco Certified Network Associate (CCNA)

ITILv3 Foundation Certified

Accredited Integration Specialist (HP AIS)

Implementing HP Network Infrastructure Solutions (HP ASE -I)

Designing & Troubleshooting Open Standards Networks (HP ASE - II)

Core Technical Skills

Routing Protocols – RIP, EIGRP, OSPF

Switching Technologies – ISL, 802.1q, VTP, STP and VLAN.

Basic networking concepts - TCP/IP, IP, TCP, UDP, DNS, DHCP, FTP, HTTP, HTTPS, ICMP, ARP, IMC monitoring tool.

Operating Systems: Windows Server 2008, Windows, Linux/Ubuntu server, MAC OS.

Work Experience

Data Management Specialist, Daussin and Associates, Inc., Apex, NC

Period: December, 2016 to Present.

Responsibilities: Assists in the preparation of summary documents and GLP study reports for residue studies, including dossiers for submission to OECD authorities for submission to EPA or PMRA to fulfill regulatory requirements. Enters field and analytical data into a large-scale database.

Facilitate the development and implementation of more efficient data capture and transcription methods.

Technical Solutions Consultant, Hewlett Packard Enterprise, Bangalore.

Period: March, 2012 – June, 2016

Software/Tools: One Page Tool /Salesforce

Proficient in : L2/L3 switches

Environment:

Remote support to various client locations.

Devices: Cisco, Procurve, 3com and H3C Routers & Switches - Installation, Configuration, Monitoring.

Responsibilities as Team Lead:

Provided real time technical support to team and train team based on technical and process requirements. First point of contact to handle escalations and Improved technical ability of the team.

Generated metrics analysis (Daily / Weekly / Monthly) and pro-actively intervened on calls.

Liaised with field, GPSC, L2, program teams, etc. to build effective end-to-end delivery.

Conducted regular team meetings to review service metrics, improved total customer experience and bottlenecks to eliminate the most common customer concerns and issues.

Execute and maintain project management processes in the areas of project schedule, quality management, communications management, risk/issue management, and change management.

Lead and/or provided expertise to functional project teams and participated in cross-functional initiatives.

Mentored team of 20 engineers to ensure delivery of outstanding network solutions to HP’s customers.

Indulged in Leadership meetings with Onshore leads to gain additional knowledge on the new process/technologies.

Engaged support as needed to ensure SLA demands were met, taking ownership of escalated cases via email, calls and web through resolution of the issue with customer satisfaction.

Worked on complex problems / projects where analysis of situations or data required and in depth evaluation of multiple factors.

Worked on assignments complex in nature, requiring judgment, initiative, and technical/specialized knowledge to solve the problems and/or develop recommended solutions.

Responsibilities as Technical Consultant:

Provided technical support to customers like Vodafone, Nokia, Ozcare, Starhub, Western Sydney Institute, Boral, Ramsay healthcare, Bank of India Genting etc. and resellers via incoming customer contacts to HP Global Solutions Centers, focusing on solutions for various hardware faults, business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems, remotely.

Experience to resolve Network issues on PROCURVE, 3COM and H3C Devices (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification system for HP Network products and related products.

Worked with H3C 9500 chassis switch, H3C 5500 switch, Procurve 5412 zl chassis switch, Procurve 3500 zl switch and other L2/L3 switches and basic wireless products and licensing.

Routinely identified (by analysis, troubleshooting, monitoring) and researched customer’s network issues.

Added case resolution to Knowledge Management System for future reference for the engineers.

Applied extensive knowledge of the job skills, company policies, communication tools or resources, procedures to complete complex, specialized assignments/tasks in creative and effective ways to ensure customer satisfaction and accelerate information requests.

Responded to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission critical).

Ensured timely and accurate resolution of problems for the customers.

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Work Experience

Technical Support Engineer, Infosys Limited, Bangalore

Period: March, 2009 – March, 2012

Software: HP service manager

Client: Northwestern Mutual

Environment:

Remote support to various client locations.

Devices Routers & Switches - Installation, Configuration, Monitoring.

Trainings:

Networking (Routing and Switching on Cisco devices) at Infosys Ltd with an overview on CISCO routers and switches (3 months of extensive training).

Software (at Infosys Ltd) with a CGPA of 4.8 out of 5 (2 months of extensive training).

Effective Communication Skills including Voice and Accent (1 months of extensive training).

Responsibilities:

An extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, and provided technical solutions to meet customer business requirements.

Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology, and information perspectives of providing business solutions within the IT infrastructure. This includes all aspects of ITSM best practices.

Imparted Knowledge Transfer to new team members, took them through the Client interviews etc until their successful induction into the project.

Indulged in Leadership meetings with Onshore leads to gain additional knowledge on the new process/technologies.

Experienced in handling issues of client’s networks, troubleshooting on Cisco routers and switches, acquiring hands-on and/or working knowledge of cisco routers and switches installation, configuration of VLANS & deployment using 802.1q Trunking, Inter - vlan routing & VTP (Virtual Trunking Protocol) modes, Port channel (LACP), Port security, STP, BPDU guard, Port Fast on Switches, Static Routing, EIGRP/OSPF Routing protocols and creation deletion VLANS.

Related vendor specific problems with general networking, developing flexibility to work across different vendors.

Performed customer -reported issues in lab, troubleshooting and provided solutions within the given SLA.

Monitoring the performance of Offshore, through various reports & statistics considering the strict SLA’s for the team and Regular analysis of the monthly metrics and set strategies for process improvements.

Scholastic Record

2012 Completed Post Graduate Diploma in Human resources management with Grade A from Symbiosis, Pune.

2008 Completed Bachelors of Computer Science with 64% from Guru Nanak Dev University.

Personal Details

Date of Birth : 24 Dec 1987

Languages Known : English, Hindi, Punjabi

Passport No. : H2800497, L2 Dependent, EAD Approved : SRC1690399078

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