Jaskaran Saluja

• Serve as the primary escalation point for hotel support helpdesks, Network Operations Team, and carriers, ensuring efficient fault resolution.
• Respond promptly to tickets via the service desk, maintaining regular communication with customers and internal staff, and offering telephone and email support as needed.
• Provide technical support and solution design for conference teams, as well as perform site network hardware installation, surveys, and documentation, including building new networks from scratch.
• Execute technical projects such as upgrades, software releases, and hardware swap-outs, while also conducting regular maintenance of the backbone network to identify and resolve issues.
• Document all activities, develop detailed process and systems documentation, and ensure adherence to defined tools and procedures.
• Demonstrate consistent attendance, punctuality, and professionalism, while actively pursuing personal development to enhance role effectiveness and uphold the company's image.

Competency / Performance Drivers:

• Configure and work with network devices (Cisco routers and multi-vendor switches).
• Proficient in networking: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, QoS.
• WAN Routing experience: BGP, OSPF, EIGRP, MPLS.
• Switching expertise: VLAN config, VTP, Spanning Tree.
• Security knowledge: IPSec, VPN, Wireless encryption.
• Familiarity with MPEG compression and multicasting.
• Experience and competency in using and administering Linux/Unix/OS X operating systems.
• Configuration and troubleshooting of wireless networks.
• Excellent interpersonal communication and customer service skills.

• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Diagnosed system malfunctions and provided troubleshooting assistance.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Maintained positive working relationship with fellow staff and management.
• Oversaw daily performance of computer systems.

Competency / Performance Drivers:

• Excellent communication and interpersonal skills.
• Patient and empathetic approach to user support.
• Customer-focused with a commitment to user satisfaction.
• Analytical thinking for efficient issue identification and resolution.
• Systematic troubleshooting methodology.