SaiRupa Gade

• Monitored network infrastructure, servers, firewalls, ISP links, switches, and access points using SolarWinds and Azure tools.

• Worked with SolarWinds SAM for server and application monitoring, including trend analysis and performance reporting.

• Configured custom alert thresholds; monitored latency, packet loss, SLA, and uptime metrics.

• Analyzed alerts, performed L1 diagnostics and troubleshooting, escalating to L2/L3 teams as required (ITIL-based process).

• Managed and prioritized ServiceNow tickets, ensuring SLA compliance and timely resolution.

• Provided L1 support for Routing, Switching, SD-WAN, Firewalls, Citrix Workspace, VPN, Cisco Jabber.

• Delivered O365 and Active Directory support (installation, configuration, license management, password resets, mailbox & DL creation, shared mailboxes, access control).

• Troubleshot Windows OS, network connectivity.

• Installed and configured VPN, antivirus, desktop software, printers, and hardware devices.

• Mapped network drives and printers; provided shared drive access and user account management.

• Maintained detailed documentation of incidents, configurations, KBAs, and shift handover reports.

• Collaborated with cross-functional teams to resolve complex issues and contributed to continuous process improvements.

• Handled high-volume timekeeping tickets with fast and accurate data entry, ensuring SLA compliance.

• Reviewed and resolved attendance inquiries from sites and automated systems.

• Analyzed attendance exceptions, corrected discrepancies, and escalated issues per SOP.

• Ensured compliance with company attendance policies and labor laws.

• Communicated with internal and external stakeholders for timely issue resolution.

• Monitored productivity and quality metrics, achieving assigned performance targets.

• Allocated tickets efficiently to maximize shift productivity and minimize backlog.

• Captured and reported downtime, generating insights to support business goals.

• Participated in continuous improvement initiatives to enhance process efficiency and accuracy.

• Provided technical support for Amazon's customer service teams, resolving system-related issues to ensure seamless operations.

• Diagnosed and resolved software and hardware issues for internal users, facilitating a smoother workflow.

• Collaborated with cross-functional teams to enhance product functionality.