Swati Bhatt

Technical Support Engineer with 3+ years of experience providing L2/L3 support for enterprise customers in networking,

infrastructure, cloud, and production support environments. Skilled in Routing & Switching, TCP/IP, OSPF, EIGRP, BGP,

DNS, DHCP, VLANs, incident management, root cause analysis, Escalation Management and customer support. Proven track record of maintaining SLA compliance, resolving complex technical issues and passionate about continuous learning and advancing in Networking, Cloud, Infrastructure, and Cyber security domains while building scalable and secure technology solutions.

Sr. Associate at Capgemini (Cisco-TAC) (2022-09 – Present)

• Provided L2 technical support to 100+ global Cisco enterprise customers and cases, resolving networking, licensing, and onboarding issues while maintaining 95%+ SLA compliance.
• Diagnosed and resolved routing and switching issues involving OSPF, STP, EIGRP, BGP, RIP, DNS, DHCP, VLANs, subnetting and static routing across enterprise network environments and customers across multiple regions.
• Working extensively on Cisco Products which involves, Deployment in live production, Version Upgrades, Patch Installation, Hot Fixes and Troubleshooting.
• Delivered live chat and end-to-end case management support, engagement with customers (via email, Webex, or phone) to gather diagnostics, explain findings, and drive resolution and collaborated with cross-functional teams during crisis management and service restoration activities.
• Managing high-severity (P1/P2) cases and working under SLA pressure, documenting detailed RCA (Root Cause Analysis) and partnering with Cisco's development and escalation teams (L3/BU) to resolve product defects or undocumented behaviors.
• Mentoring and assisting L1 engineers by conducting case reviews and knowledge transfer sessions.

Bachelor of Technology in Computer Science Engineering – THDC Institute of Hydropower Engineering and Technology (2018-06 – 2022-05)