As a Network Support Engineer, I was responsible for addressing customer concerns related to MPLS, DIA, and Fortinet SD-WAN circuits, including issues such as link down, flapping, packet drops, high latency, CRC errors, and IP reachability problems. I provided technical support, closely monitored network performance, and managed the operations and maintenance of WAN infrastructure. Additionally, I handled basic configurations of routers and switches to ensure optimal network functionality. My role encompassed the comprehensive management of WAN networks for all global customers, with major clients including Publicis, Johnson Electric, Hertz Europe Limited, Marsh, NTT Data, Arrive, and AS Watson Group. Key responsibilities included: Working on SD-WAN Fortinet solutions and troubleshooting circuit-related issues. Gaining hands-on experience with SD-WAN tools like FortiManager, FortiAnalyzer, and end devices such as FG-100F & FG-400E. Providing end-to-end WAN communication support, resolving routing, slowness, packet drops, and reachability issues. Managing escalations by coordinating with relevant teams to ensure timely resolution within agreed SLAs. Monitoring network performance metrics and implementing necessary changes to enhance network efficiency. Generating detailed reports to provide a comprehensive overview of network performance and health.

As a NOC and Data Centre Support Engineer, I am responsible for handling customer complaints for P2P, ILL, and SDWAN circuits for link down, flapping, packet drops, high latency, CRC errors, IP reachability issues, etc. Provided technical support, monitored network performance, and managed the operations and maintenance of WAN, as well as the basic configuration of routers and switches. Entire WAN network management of all Japanese companies situated in India. Major customers are Honda Cars India Limited (HCIL), Honda Motorcycle and Scooter India (HMSI), Adani Wilmar, Mizuho Bank, Itochu, Hitachi, Bridgestone, etc. Working on SD-WAN, Nokia, and Nuage. Provisioning and troubleshooting of circuits. Experienced in SD-WAN VSC (Virtual Service Controller), VSD (Virtual Service Directory), and end devices. Entire WAN communication support for any routing, migration, slowness, packet drops, and reachability issues. Take up and follow escalation with concerned teams for early resolution of complaints and closure within approved SLA. Managed network performance and implemented changes to improve efficiency. Monitored network services metrics to produce reports for comprehensive performance overview. Facilitated training sessions for junior network engineers, enhancing team skills and knowledge in network technologies.