Kanishka Maken

• Successfully gained customer's, my supervisor's and my peers confidence in me in the matter of a year in WA due to my efficiency at work
• Responsible for front-end checkouts that includes billing and helping the customers with different day-to-day challenges and ensuring the system that we use is up-to-date because the items and its prices are revised daily, as the retail market is quite competitive
• I took this position to gauge the customer's and market here in Australia, plus to get hands on experience dealing with the diverse population here.

• I worked with IBM in the Lumen Project and took on responsibility for all the procedural and technical training for 300 employees, who were recruited for the Lumen Project and successfully fulfilled it (technical training was imparted on CCNA and CCNP).

• I worked for Truminds Software as a Quality Assurance Lead and successfully delivered the online proctoring project after completing all the QA tasks associated with it, including testing (which includes manual and automation testing), filing new bugs and monitoring the progress on bug fixes, creating test plans, eyeball testing, and lead all the communication amongst internal and external stakeholders for demos prior to the final handover and subsequently getting the changes incorporated based on the agile methodology and getting the UAT acceptance done by the end client.

Provide technical support to debug complex networking problems.

• Be the focal point and owner of large account network problem resolution.
• Work on problems of diverse scope.
• Client support for US/CAN, troubleshooting CISCO networking devices.
• Ensure a high-quality customer experience while adhering to their SLAs.
• Communicate problem and resolution to the customer via various channels. (Web Ex)
• Perform end-to-end troubleshooting.
• Use recreation of a customer network to resolve issues hands-on.
• Collaborate with Routing team, Firewall team, VPN team and Switching team for cross over troubleshooting.
• Collaborate with different vendors to mitigate compatibility issues in the customer network.
• Troubleshoot severity 1 critical issues that involve mail flow delivery and network failure.
• Review and publish technical documentation for internal and external use.
• Investigate software defects and file reports for resolution.
• Collecting and reading logs/traces/debugs/packet captures/ to find the root cause of an issue.
• Mentor new employees on practices and technology training.
• Provide technology training to other teams within Cisco.

Roles and Responsibilities:

• Implementation of L2/L3 MPLS – VPN links right from inception to getting sign off from the customer.
• Delivered 14% more links with structured work flow, proper follow up with diverse teams, vendors, stakeholders of project leading to customer fulfilment.
• Escalating issues at the right time mitigating risk involved with it to the appropriate level.
• Troubleshooting the links at first level before handover to customer to ensure maximum uptime of the connectivity.
• Active participation and elicitation of each line item (from running projects) during project review with internal as well as external project stakeholders and then preparing MOM and sharing with the team and client as per requirement.