CCNA trained Professional offering 4+ years of experience in Network Monitoring, troubleshooting and support. Knowledge of routing and switching protocols -EIGRP, OSPF, STP, BGP etc. Skilled in working on INC/WO tickets and providing timely resolution to business line users within SLA as a Team lead and Level 2 support. Leading and mentoring OJT resource. Proficient in providing chat and call based support to end users. Excellent co-ordination skills with Service Provider / partner /different team to resolve the communication gap. Acknowledge, check, and respond to customer concerns and providing resolutions as per their needs Expertise of Incident & Service Management including ticketing tools like Service Now (SNOW), IT Console, BMC Remedy, Emurald