Aishwarya Yadav Nethula

Work History

Business Support Officer

Aussie Broadband

05.2023 - Current

Support and maintain client network infrastructures across Australia, including government councils, public and private hospitals, schools, colleges, banks, emergency services, and private enterprises.
Act as the first point of contact for network-related issues, utilizing tools such as Opticomm diagnostic tools, PingPlotter, NBN-specific systems, and other internal platforms to troubleshoot and resolve faults efficiently.
Monitor the Aussie Broadband network via Grafana, identifying and addressing issues across POIs, BNGs, routing infrastructure, voice systems, and other network components to ensure optimal performance and minimal downtime.
Use PuTTY to access and diagnose managed services such as Aussie Fibre, NBN Enterprise Ethernet, and Cisco-managed routers, performing tasks such as ping tests, port status checks, NTU diagnostics, and command-line analysis to investigate speed issues, connectivity problems, and service dropouts. Correlate findings with the Aussie Fibre network map to trace service paths and assist in effective fault resolution.
Configure routing and switching devices on both BYO and managed routers as part of client installations and ongoing support.
Set up and manage LAN/WAN networks, configure static IP addresses, VLANs, routing protocols, and support network segmentation and routing optimization per client requirements.
Provision and troubleshoot hosted IP voice and SIP trunk services, including PBX configurations, SIP flows, and advanced call routing setups such as auto attendants, hunt groups, and cascades.
Configure and manage DNS and DHCP servers within client environments to ensure reliable IP address allocation and name resolution.
Provide remote technical support to both on-site engineers and end clients during network installations, upgrades, and incident resolution to maintain SLA compliance and ensure service performance.
Troubleshoot and configure various NBN technologies, including FTTN, FTTB, FTTC, FTTP, HFC, Fixed Wireless, and Enterprise Ethernet, across Layer 2, Layer 3, DHCP, and Static IP services.
Investigate and resolve network performance issues such as packet loss, high latency, bandwidth congestion, using tools such as iperf, ping, traceroute, and router diagnostics.
Utilize RADIUS and DHCP logs to trace connected CPEs and determine network path issues, assisting in faster fault resolution.
Collaborate with NBN engineers and internal network teams to raise and resolve faults that require upstream network changes or provider-side intervention.
Perform QoS and policy shaping configurations on Enterprise Ethernet services, tailoring service levels to business-critical applications.
Configure and support PBX systems, VOIP infrastructure, and SIP trunks, including static DHCP reservations within core router networks.
Provide support for managed routers from vendors such as Fortinet, Peplink, and Cisco, ensuring configuration aligns with best practices and network standards.
Assist with static IP assignments, subnetting, and routing table updates in both customer and internal networks.
Support and troubleshoot MPLS, BGP, and NextDC environments, ensuring connectivity and routing integrity for complex enterprise networks.
Conduct routine network health checks, recommending and implementing hardware, software, or configuration changes to improve performance and security.
Monitor network activity proactively to identify congestion, performance degradation, or security threats, ensuring the network runs efficiently and securely.
Follow detailed project scopes and ensure all configurations, testing, and documentation are completed thoroughly during installations or upgrades.
Schedule and perform network maintenance, firmware upgrades, and architecture evaluations to uphold high standards of availability, reliability, and security.
Continuously engage in knowledge sharing and process improvement with senior network engineers to identify optimization opportunities and enhance skill development.

IT Support Consultant

Aussie Broadband

03.2022 - 05.2023

Providing technical support to end-users for various systems and network devices of business clients and residential customers as the first point of contact.
Communicating and walking customers through troubleshooting over the phone for quick resolution.
Identifying and resolving issues through various testing and techniques, aligning with organizational policy.
Maintaining documentation for knowledge base such as network faults, enhancements, and maintenance.
Utilizing the organization's customer management and ticketing system.
Handling and resolving inbound tickets related to technical and accounting queries.
Actively assisting customers with router configurations, SIP (VOIP) configurations, WAN configurations, Mobile Phone service set up, email configurations, and using remote assistance (FastSupport) as needed.
Testing, troubleshooting, and resolving internet connectivity issues with NBN technologies such as FTTN, FTTP, FTTC, FTTB, FIXED Wireless and HFC, Opticomm connections and Fetch TV.
Installing, configuring, and troubleshooting various network devices and services such as customer gateway devices, switches, firewalls, DNS, DHCP, CG-NAT and port forwarding to ensure optimal network connectivity and security for customers.
Monitoring network traffic, activity, capacity and usage to identify and resolve any issues that may arise and ensure optimal network performance, this includes identifying potential bottlenecks, assessing network health and keeping a close track of the amount of data being transmitted.
Raising tickets with NBNCo and Opticomm for service incidents and scheduling appointments for field technicians to resolve issues.
In the event of a spike in call queue, escalating issues to the network team and providing necessary artifacts and information to identify and resolve network outages. Keeping customers informed by providing constant updates, and working closely with the network team to ensure that any changes to the customer's internal network are communicated and implemented promptly.
Identifying and resolving network issues such as slow speeds, latency, dropouts, packet loss, and connection failure.
Assisting customers with email issues and VOIP configurations.
Assisting customers with setting up internet connectivity.
Handling billing inquiries and compensating customers for any issues.
Setting up payment plans and providing flexibility for bill clearance for customers.
Collaborating with other teams such as Provisioning, L2 support, Sales & Complaints team to resolve customer issues.

It Customer Support

Probe

08.2021 - 12.2022

Successfully managed and resolved customer inquiries and complaints through various communication channels including phone, email, and live chat, resulting in high levels of customer satisfaction and retention.
Assisted customers with the application process for COVID support grants, including processing grants, withdrawing applications, and handling cancellations.
Actively listened to customers' requests and confirmed full understanding before addressing concerns to ensure customer satisfaction.
Exceeded goals through effective task prioritization and a strong work ethic.
Handled escalations from the IT Service Desk, Support Teams, and Service Delivery Managers to resolve issues quickly and efficiently.
Managed customer calls by placing and transmitting telephone calls to the appropriate team, and promptly resolved customer queries through efficient communication.
Coordinated with the CRM team to identify areas for improvement in tools and processes for more effective utilization.
Troubleshot various internal network issues, hardware and software problems, and promptly escalated to the concerned teams as necessary to ensure smooth operations were maintained.

Summary

Overview

Work History

Business Support Officer

IT Support Consultant

It Customer Support

Education

Master of Science - Computer Networking/Networking Security

Bachelor of Commerce - Computer Science

Skills

Languages

Timeline

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