Trina Paul

WORK HISTORY

EDUCATION

ABOUT TRINA PAUL

SERVICE DESK ANALYST (L1 MWAN SERVICE DESK) in BT -Monitored network events and executed 1st line troubleshooting via Router login for circuit reachability, port functionality, BGP, and interface status- Analysed logs through remote terminal access and employed Vision App and Entuity for switch checks- Managed incidents, prioritizing and minimizing downtime while mitigating operational impact- Conducted line tests for various circuits of products such as (MPLS, ONEA, OGEA, ICUK, IEUK, ADSL, PSTN, BTNet) to pre-empt potential issues- Collaborated closely with 2nd and 3rd line teams, as well as Openreach (Provider), to swiftly diagnose and rectify circuit downtime, ensuring prompt service restoration. SERVICE DESK ANALYST (RMG) in BT -Managed PDA and Telephony desk along with Proactive SMARTS and MIM incidents-Presented Proactive Desk reports to stakeholders-Configured Cisco phones, performed password resets, and resolved Genesys issues. SENIOR TECHNICAL SUPPORT ASSOCIATE (HP) Wipro Limited,(April 2020-June 20021) IT Asset troubleshooting which included technical error, incident management, remote problem fix, Operating System error code diagnosis, call routing and hardware diagnosis. KEY HIGHLIGHTS ITIL V4 Foundation Certified. Silver Medal in Continues Improvement Project. Brilliant Rating for (FY 21-22). Achieved “Best Performer” thrice. Received multiple appreciation from stakeholder and Service Request Manager for on time resolution. Responsible for Timesheet Validation of Team. SKILLS 1st LINE NETWORK TROUBLESHOOTING EVENT MONITOROING SERVICE DELIVERY ISSUE RESOLUTION INCLUSIVE LEADERSHIP INCIDENT MANAGEMENT TECHNICAL SUPPORT QUALITY ASSURANCE KPI MONITORING