Summary

More than 3 years of experience in IT/ITES in the field of Network Management, System and Operations. An effective communicator with excellent interpersonal skills and rich experience in customer service with ability to drive the issue till resolution maintaining all the agreed SLA and quality parameters. Good understanding of ITIL and incident handling procedure. Strong analytical, problem solving & organizational skills, experience working with Global Clients and Vendors. Strongly self-motivated, willing to take up responsibilities. Can work independently, lead or work within a team environment.

IT Professional Certifications

CCNA CISCO ID: - CSCO12945432 CCNA – Collaboration CISCO ID: - CSCO12945432 ITIL – Foundation EXIN ID: - EXIN194660

Academic Credentials

2011 to 2013 Master of Engineering: Telecommunication 2006 to 2010 Bachelor of Engineering: Electronics and Telecommunication

Technology Proficiency

Routing Protocols and Concepts – RIP,EIGRP, OSPF, BGP, NAT, Access Lists LAN Switching – VLAN(Data & Voice), VTP, STP, Application protocols - HTTP, HTTPS, FTP, SMTP, SNMP, TFTP, SFTP Network Security - IPsec VPN, AAA Architecture, TACACS+ VOIP – Signaling Protocols H323, MGCP, SIP and SCCP , ISDN(T1/E1), Trunks, UC application i.e. Call

Manager (CUCM 10.x) and Unity Connection (Voicemail) Virtualization : VMWARE ESXi, vSphere client (version 5.x),

Tools and Techniques

CISCO Routers & Voice gateways : Integrated Services Router 39xx (3945,3925) & 2921 CISCO Switches : Catalyst 3560,2960 & 3650 Series Switches, 3750(Layer 3) UCS Platform : Business Edition BE6K and BE7K running UCS E160 and UCS C240 M4 models CISCO End Points: IP Phones 7911,7945,7942,7975 CIPC, Jabber(Windows based), FXO/FSX Monitoring tools : Solarwinds NPM , Prognosis, RTMT ITSM Tools: IssueTrak (Web-based and Cloud hosted ticketing tool)

Professional Experience

Company: Logiciels Info SolutionsDesignation: Network Analyst –Support Engineer (Data & Voice)Duration: Jan 14 – April 16

Have around 2.5 years to experience to work as Network Support Engineer in NOC environment for a corporate infrastructure of more than 10 thousand users across the globe mainly India, US, Canada, UK, Australia, New Zealand etc.

Job Responsibilities:-

Monitoring primary network devices as WAN Routers, Core and distribution Switches, Voice Gateways, CISCO Call Manager (CUCM), and Unity Connection

Managing LAN and WAN infrastructure including different components. Coordination with Service Provider (Telco) for troubleshooting WAN and ISDN (T1/E1 – PRI circuits)related

issues Worked on various MAC request (Modify, Add & Change) raised by end users related to different Data and

Voice related issues. Worked on various infra related issues escalated to CISCO TAC team and highly efficient to bring them to

closure. Minor system upgrades like IOS upgrades of CISCO routers and switches, minor upgrades of UC

infrastructure including Call Manager, Unity Connection, IM&P, IP Phone firmware management Maintaining and updating Network Infrastructure diagrams i.e. Microsoft VISIO file in case of any changes Working on Asset or inventory Management, Configuration Management Database(CMDB) and VLAN &IP

Address Management(IPAM) Have intense experience of managing the SLA’s of various incidents and service requests Sharing Weekly and Monthly dashboard to the customer with all the referenced tickets generated in a

month and their SLA targets Involvement in preventive maintenance, scheduled backup (FTP/SFTP) of UC applications and all

corresponding documentations to keep track of such activities Updating the end users regarding issues raised by them and maintain their satisfaction with proper

communication either by phone or an email. Coordination with local onsite person for hand and feet support at the customer sites Creation of SOP(Standard Operating Procedures) and Knowledge database articles for known issues Maintaining and following Escalation Matrix while dealing with internal and external parties

Institution: University of Engineering – Pune (India)Designation: Assistant Professor (Department: Electronics and Communication)Duration: Jan 2013 – Dec 2013

Job Responsibilities:-

Teaching experience on different Communication Technologies like Wireless, Satellite (VSAT), Mobile to engineering graduates

Possess good soft skills like communication and presentation Experience on providing hand-on trainings on different professional courses like CCNA (Cisco Certified

Network Associate), Microsoft Office Suite

Internship

M.E. Final YearOrganization : DEFENCE INSTITUTE OF ADVANCED TECHNOLOGY - PUNEDuration : 12 Months (July 2012 - June 2013)Field : DESIGN OF MICROWAVE FILTERS FOR MULTIPLE BANDS

Personal Details

Date of Birth : 02-01-1989Father's Name : Mr. Vishnudas G. SharmaLanguages known : English, HindiGender : FemaleMarital Status : MarriedNationality : Indian

References

Can be provided on request.

Declaration:

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Shraddha Sharma

Place: Singapore

Date: 27th Sep, 2016