DHEERAJ SHUKLA
TAC Engineer # Escalation # Consultant
Bengaluru,KAR
Summary
Network professional with over 12+ experience in configuring and Troubleshooting Wired and Wireless networks !!
- Strong approach to troubleshoot complex, cross-functional inter networking issues in a large scale network environment with a focus to improve the customer experience
- Coaching & mentoring junior engineers for developing new skills to support the solution
- Writing technical document for Internal Team to aid in debugging Customer issues
- Providing Escalation support for Team for Complex customer issues
- Re-create customer scenarios in LAB for Complex customer issues
- Providing Internal Trainings and seminar for the Product features,configuration & debugging
- Self-motivated with a positive attitude towards learning new methodologies and technologies using excellent communication, interpersonal, problem solving and people engagement skills
- Having Learning mindset and always ready to learn new things
Overview
12
12
years of professional experience
8
8
Certificates
1
1
Language
Work History
TAC Escalation Engineer
Cisco Systems Inc.
Bengaluru, KAR
07.2016 - Current
- Configuring & debugging SDN controller based Kubernetes cluster
- Researched and identified solutions to technical problems.
- Configuring & Troubleshooting SDA infrastructure including Catalyst switches ,WLC and APs
- Collaborate with other teams to ensure solving complex cases
- Conducting Trainings & chalk talk sessions to enable Team for faster resolution f
- Creating various Knowledge transfer session for Partners Networks
- Provide escalation support for DNAC and SDA related issues
- Writing Technical documents for TAC community
- Supporting customers for their issues on community forums
Wireless TAC Engineer
Ruckus Wireless Inc
Bengaluru, KAR
02.2012 - 06.2016
- Provided Enterprise Level support to the Priority customers and responsible for troubleshooting issues and replicating customer network issues and providing solutions, fixes and workarounds to them in a timely manner
- Provided assistance to the customers for Ruckus APs & Wireless Controller configurations, upgrading /downgrading issues, authentication issue, roaming issues, connectivity issues, AP-Controller association, upgrade failure scenarios
- Educated customers on Wireless Technology for tuning their Wireless environment to maximize the through-put of client devices and precisely offered performance related troubleshooting steps including client low through-put issues
- Worked on new firmware releases which included enhancements and bug fixes
- Scrutinized support logs of devices for better understanding of cause in attempt to render quick resolution
- Replicated customer issues on Lab and provided test reports adequately and informed engineering team about bugs and feature requests
- Completed Ruckus certification in a timely manner for improvising Technical skills to offer a great support
Technical Support Engineer
Microland Pvt. Ltd
Bangalore, KAR
02.2011 - 12.2011
- Provided voice based technical support for end users and solved issues related to Belkin and Net gear routers
- Performed troubleshooting of Routers and Network bridges, Modem, Gateways, and Access Points
- Responsible for determining software and hardware resolutions and installing connectivity software using VPN, Citrix, Telnet and Dial-up connections
- Diagnosed hardware/software faults and solved technical problems
- Followed standard procedures for proper escalation of unresolved issues to appropriate internal teams
Skills
Hands on experience in configuring and troubleshooting Cisco Catalyst switches ,Cisco ISR Routers, AirOS and 9800 WLC,Cisco 3800 & Catalyst APs ,Security appliance like Cisco ISE
Good understanding of TCP/IP protocols like ARP,DHCP,DNS,NAT,HSRP,VxLAN,LISP
Good knowledge of 80211 a/b/g/n/ac/ax /r/k/v protocols
Having good understanding about routing protocols like BGP ,OSPF,RIP & IS-IS protocol
Hands on Experience with Cloud Technologies ( AWS,GCP and Azure )
Working knowledge of common network monitoring tools and network analyzers(ex Tcpdump, tshark, wireshark etc)
Hands-on experience on Linux platform
Hands-on experience managing Kubernetes cluster & deploying applications
Troubleshooting experience including RADIUS, TACACS, and various policy elements common with those technologies
Experience in security products and technologies
Hands on experience in using REST API,Netconf
Having basic knowledge on shell and Python scripting
Having good understanding about system design & Databases
Good understanding of using Network automation tool & config Management tool like Ansible
Excellent understanding about Virtualization Technologies
Certification
CCNP
Timeline
TAC Escalation Engineer
Cisco Systems Inc.
07.2016 - Current
Wireless TAC Engineer
Ruckus Wireless Inc
02.2012 - 06.2016
Technical Support Engineer
Microland Pvt. Ltd
02.2011 - 12.2011