Experience Summary:

Having 3. 9 years of overall experience in IT industry out of which 1+ years of experience in System Administration and in computer networks (LAN & WAN) installation, Configuration, Maintenance, administration and Maintenance of PCs and Peripherals and 2+ years of experience as a Systems Engineer by providing Service Assurance 2nd line technical support on Routing issues (LAN/ WAN), HSRP related problems, IOS Up-gradations and on ISDN faults and also performing the changes to the router configurations as per the Customer requirement.

Certifications:

CCNP (Cisco Certified Network Professional Routing)
CCNA (Cisco Certified Network Associate)

Designation: Service Assurance 2nd line Technical Support Engineer

Client: British Telecoms Global Services (BTGS)

Project description: Following are the roles and responsibilities of the job.

Providing Service Assurance 2nd line technical support to BTGS customers on

 Routing issues (LAN/ WAN).

 Troubleshooting of routing protocols such as RIP, EIGRP, OSPF and BGP.

 HSRP related problems.

 Backup, restore and upgrade of IOS.

 ISDN related faults.

 Implementation/ deletion of Access lists on routers.

 Troubleshooting of connectivity issues, packet loss, latency issues and over utilization issues.

 Changing the CE configurations as per the customer requirement and routing policy/ topology changes or as per the special request by the customer.

Responsibilities:

Accept faults assigned from BT Global operational teams.
Review and detailed diagnosis of fault
Action plan for fault resolution
Perform fault diagnostics and provide proper resolution
Provide remote resolution of faults
Performing changes to Router configurations as per the customer requirement
Work with BT suppliers for field support and resolution
Supervision of action plan implementation
Provide regular and quality update on progress made in fault management to the customer
Manage Front line updates and update the ticket throughout the fault handling process.
Execute recurring ISDN tests.
Coordinate with Local PTT/ 3rd parties and with the customer for the faster fault resolution.
Launching ISDN script for few of the specific customers and do troubleshooting the ISDN links for unsuccessful sites.
Performing ISDN call monitoring in order to identify abnormal ISDN links behaviours as soon as possible.

Handling responsibilities as a SPOC (Single Point of Contact) for the three regions. Generating SLA (Service Level Agreement) performance reports for the faults raised against BTGS customers.

Analyzing and generating RCAs (Root cause Analysis) for major outages and providing proper reason for outage, resolution and corrective actions for the faults raised.

Previous Projects in CMC Limited:

EXPERIENCE:

Over 1+ years of experience in computer networks (LAN & WAN) installation, Configuration, Maintenance, administration and Maintenance of PCs and Peripherals.

Skills:

Environment Description
Network
Products Cisco Routers 1601, 1603, 2501, 2503, 2520, 2610, 2620. Modems for 64/ 128 Kbps and 2MBPS.
3 com, D-Link, Dax Switches and Hubs.
Networking

LAN/ WAN Technologies, Leased
line and ISDN.
Operating System Windows 98, 2000, XP.
Others Planning and designing the sites and install networking equipment.

Employer: C. M. C. LTD, Hyderabad

Period of Working: October-2005 December-2006
Designation: Technical Support Engineer