Sarita Keshav Naik

Network Engineer-L2 and Network Operation Associate/ Supports

Contact: 8660206403

Mail id: sarita12naik@gmail.com

Objective

Professional Network Associate with more than four years of experience in the IT & Non-IT Supports. Involved in technical changes, new model development & remote solutions, feedback, process & quality improvement.

Key Skills

Technical hands-on capabilities with installation and configuration, remote monitoring, help-desk customer service tech support, maintenance and troubleshooting.
Have established credibility with both teammates and local teams at remote locations

as providing multiple tiered hardware and software support with superior customer service.

Provided elite customers service through responsive interface, problem assessment, prompt determination of corrective action and comprehensive follow-up.
Managed relationships with logistics and external service providers to coordinate service and support to meet customer service level agreements
Interacting with internal team & client. Defect reporting, Test reporting, documentation.
Proactive monitoring – 24*7 eyes on glass, Receive and act on alerts.
Excellent coaching skills. Strong people management and leadership skills.
Ability to communicate at all levels including presentation and public speaking skills.
L1 Service Support Service. First line defense for incident management, coordinating with third parties and other systems for fixes.
Report violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective procedures
Follow SOP and instructions provided by managers. Providing SOP based resolutions and managing escalated tickets where applicable.
Good working knowledge of MS Office, MS Outlook; MS Excel proficiency is an advantage.
Ageing ticket review and analysis to Provides ideas for process improvements to enhance process efficiency, quality and customer experience
Decision making, lead resolution efforts and co-ordinate with 3rd parties directly.
Managing entire ticket life cycle reported across ticketing tool, chat and telephony sources.
Regular discussion with teams for the complains audited to identify the training needs.
Reviewing the Functional document. Well versed with reporting & tracking.
Daily calls/incidents/SRs audits and review to ensure quality and accuracy of the data.
Analysis and debugging the customer reported issue and responsible to resolve failure within turnaround time-period using company internal document.
Provide remote technical assistance to field teams and ensure that field works are implemented.
Monitoring and analyzing the alarms and resolving field failure issue via telephone& email
Leadership skills-able to lead/manage a small team/project
Good customer service and teamwork skill. Professional demeanor to maintain and enhance customer relationship.
Maintain up to date documentation of all company process.
Sharing timely feedback to commonly
Strong analytical mind. Active listening skill, telephone skill, time management
Excellent communication and presentation skills
Create and derive a team meeting/communications/training. Document and verify reported problems.
Ability to grasp new technical things quickly. Expertise in achieving customer satisfaction.

Employment Chronical

Experience Summary:

ACCENTURE - Jan 2021 to Till Now

Designation- “System Engineer”

Responsibilities:

ITSM Capacity, Service now and availability Management
Monitor the ticket queue and act on the requests
Produce relevant statistics and reporting as per agreed procedures and guidelines
Follow up on reporting on daily and monthly basis
Evaluate reports from suppliers based on knowledge and experience
Clear and timely communication with suppliers and Clients
Escalate cases that need investigation
Communicates with Team Leads / SME’s with special handling customer complaints via mail/call/teams and CAB meeting
Responsible for leading, mentoring and monitoring the performance of team members to ensure efficiency in process operations and meeting of individual targets w.r.t productivity and quality.
Lead the teams and provide necessary guidelines and training as and when required.
NOKIA – Nov 2019 to Dec 2020

Project: VODACOM FTTx – South Africa

Designation- “Network Operation Associate- S2”

Responsibilities:

Nokia owns a company named Nokia solutions and networks, which provides telecommunications and network equipment services.

Responsibilities:

L1 Service Support Service – Monitoring & First line of defense for incident management.
Work on tickets, incidents in accordance with Manage incident process.
Escalate trouble tickets to next level support as needed.
Distribute and update first responder communications. Dispatch vendors and perform vendor escalation provide updates to team leaders/Managers.
Provide remote technical assistance to field teams and ensure that field works are implemented without impacting the network health
Responding to monitoring alerts and ticketing system (ITSM) queue taking proactive and reactive action to maintain stability of production, development, and testing environments.

Tool: BMC Remedy

Installation, configuration, and troubleshooting hardware, software, and network issues in GPON Technic like OLT and ONT.
TEJAS NETWORKS INDIA PRIVATE LIMITED – Feb 2016 to Dec 2019

Designation- “Associate”

Responsibilities:

Interact with customer and various departments on product related issues – engineering changes, new model development. Feedback, process & quality improvement on daily / weekly basis.
Responsible for troubleshooting of product failures in the manufacturing process & field to identify root causes and improving yield of product by minimizing the defects.
Resolving the critical issues raised by the clients.
Analysis of customer reported issue.
Defect reporting, Test reporting, documentation.

Technology, Tools & Devices

FTTX Networks: GPON, OLT (7362, 7360, FX4), ONT L2 & L3(240 WC, 010GP)
Traffic & Alarm monitoring tool: Netcool, MSPI, NAF, Integrity, Citrix.
Ticketing tool: BMC Remedy, Service Now
Network GUI: AMS

Key Skills

Leadership
Flexibility
Communication
Time management
Problem solving
Teamwork
Adaptability
Avid learner

Educational Qualification and Certification

Bachelor of Engineering Engineering (Electronics & Communications) from

Visvesvaraya Technological University, Belgaum. With Aggregate of 61.03%.

Diploma in Electronics and Communication –

Dept. of Technical Education, Bangalore with Aggregate of 66.39%

SSLC – Central Board of Secondary Education with 84.32%.

Personal Details

Name : Sarita Keshav Naik

Father’s Name : Keshav Naik

Date of Birth : 23-Feb-1994

Gender : Female

Marital Status : Unmarried

Nationality : Indian

Languages known : English, Kannada, Hindi.

Permanent Address : Sagara, Shimoga.

Declaration

I hereby declare that all the information furnished above is true to the best of my knowledge. I would be glad to provide you with any further details if required

Place: Bangalore Signature:

Sarita

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