Princely P. Gonsalves

Email : ace01q@r.postjobfree.com

: 11th September 1986

Birth Date

: + 91 – 766-***-****/989*******

Mobile

P R OF ES SI ON AL S U M M AR Y

Currently working for a position of Assistant manager as L1 engineer in Reliance communications Ltd.

Worked with Skynet Internet Services (ISP) as a Field / Network engineer.

Worked as Freelancer with IT Solutions as Hardware engineer between April 2009 - May 2010

W orked with Aion Media Solutions Pvt Lmt. as Hardware / Network Engineer.

W orked as professor in D’mello Classes Institute in teaching basic computers course.

7.5 Years of Total experience which includes 4 years in Network, 3.5 years in Hardware and self employed

experience in Computer assembling/ Repairing/Trouble shooting Network problems.

T echnical Support f or customers f or Hardware and Software problem.

K N O WL E D G E OF :

Hardware: Assembling Computers, types of backup, repairing, troubleshooting, etc

Networking fundamentals: Internetworking Devices, Cables, Router fundam entals, Basic Router

Configuration and operation, Basic Switch Operation, LAN, WAN, MAN, OSI layer, IP addressing, Sub

netting, Super netting, Dynamic Routing Protocols (BGP, OSPF,EIGRP), Firewalls, Frame relay, WLAN, VTP,

RAID, NOS, TACACS,SPAN.

T echnology types: ISP, VLAN, VPN, L3 VPN, MPLS.

E D U C AT I ON AL B AC K G R OU N D

Diploma in Electronics & Radio Engineering. From Xavier’s Institute of Technology, Mahim, Mumbai

(university).

Bachelor of Computer Engineering. from Xavier’s Institute of Engineering, Mahim, Mumbai(university)

P R OF ES SI ON AL Q U AL IF I C AT I ON

ITIL.V3(Information Technology Infrastructure Library, Foundation Certificate in IT Service Management)

CCNA

Pursuing CCNP

Diploma Final year Project : Home & Industrial Security System Using RF

Description : Controlling home or industrial applications using RF frequency.

Contribution:

Coordinating with seniors consultant

Building infrastructure of project

Collections of hardware

Installation of materials on PCB

Creating documentation on project

: Weather Forecasting Using Artificial Neural Networks (ANN’s)

B.E. Final year Project

Description : Aims at providing accurate weather forecast in 24 hr advance.

Contribution:

Building Website using HTML,

Collecting of data from metrological lab.

Configuring website with neural networks internetwork

Creating documentation on project

Languages Used: C, Visual basic, and HTML.

A U G U ST 2 012 – T IL L D ATE

R EL I AN C E C OM M U N IC AT I ON S : A S SI ST AN T - L 1 E N G I N E ER

M AN AG ER

Description: Reliance Managed Services Operation Center (MSOC) provides 24*7*365 Monitoring and Management Services

to top 100 customers of Reliance Communications who have taken DIA (Direct Internet Access)MPLS, VPN links or Leased

lines from the company. MSOC acts as the single point of contact for the customers for all network fault notifications and

resolutions. MSOC detects logs and notifies the network problems. Then symptoms are determined and problem is isolated.

Finally the problem is fixed and tested on all im portant subsystems (CPE, interface, modems, cables, links etc.) and lastly the

detection and resolution of the problem is recorded. This project is monitoring the devices & Links at customer’s end with

respect to company & its site; it also involves Ticket creation for link down, flapping, packet drops, configuration at

customer’s end, resolution process and maintain customer SLA.

Working on: MPLS Technology (including L3VPN, DIA line, Leased lines)

Tools used: Clarity (Ticket management) and Remedy 6.3 and 7.6 (Ticket handling tools), Smarts (Monitoring tool), HPOV

(Open view Alarm browser and Network Node Manager), Network Management System (NMS), Fault

management, Vital suite, Voyence, CRM tool, CNM tool.

Contribution:

Consulting / Co-ordination :

Analyze queues, tickets and other data to ensure teams operating

Liaise with In Country Assurance Teams & their managers, CSAM, TAM. if needed

Reporting day-to-day activity report to manager as per manager request

Co-ordination with sites engineers & their respective managers to keep information up-to-date related to site

equipments, links type, bandwidth, router, CKT ID, host names, site address, etc

Coordination with CSAM/TAM and customers end AM f or any problem escalated and providing all related

information to Problem Manager f or any follow-ups, service portfolio, operations management or

improvement related to site insisted by client

Maintaining & updating inventory database of local engineers for different sites of customers

Follow up for Commissioning of new links as required

Monitoring:

Proactively Monitoring WAN alerts/alarms through SMARTS and Network Management System

(NMS) like MRTG and raising tickets for alarms of different sites / HUB location

Pro-actively Manually raising tickets of priority links on priority basis

Updating the ticket & assigning to L1/L2/L3 engineers for further process & basic troubleshooting

Co-ordination with documentation team or team responsible for maintaining inventory console’s, if any faults

f ound while raising tickets and also escalation to helpdesk to resolve the same

Major role in Migration of customers from existing system to Globalcom Platform

Moving Customers from HPOV monitoring tool to SMARTS by creating a new domain, creating different

console in a domain and adding customers into console as per revenue and SLA defined

Creating different v iews in console in monitoring tool e.g. hard down view, interface view, tunnel view, and

environmental view.

Configuration of auto generation of tickets in making all the changes required in site router.

E.g. SNMP & RADIUS config changes

Mail Handling:

Responding to their mails subjected

Raising Tickets for issues like Link down, flapping, packet drops, latency, hardware, configuration or other

activities, as per custom er related

Providing regular updates/dashboards related to their activity done on tickets, ETR, resolution cause,

RFO/RCA, or for any site not under MSOC, etc. to customers

Providing information to their basic request

Escalating issues to higher level, if customers resolution not done according SLA status

Re-assigning or re-opening tickets, if fault is f ound again or if any mail received related to same issue within

24 hrs

Carrying out audits on process compliance and ticket quality updates

For any configuration related, requesting clients to raise MACD SO and/or SCR f or f urther process &

keeping CSAM and TAM updated regarding process

Keeping track of mails send/receive and information or data provided by customers to MSOC team

Giving priority for escalated mails and providing Escalation matrix as per customer request

Updating database of engineers & information related to their sites

Calls Handling:

Attending calls & replying them related to information needed

Raising manually tickets which are not raised PRO-ACTIVELY or through SMARTS tool or links which are

under RE–ACTIVE support

Assigning tickets to concern team f or troubleshooting and to find root cause f or problem occurred

Providing updates related to tickets (including ETR & RFO)

Re-assigning or re-opening tickets, if any calls received, related to same issue within 24 hrs

Coordinating with Local engineers for any information needed

Kit Check:

W orking personally on Tickets raised my customers via ozone portal or via helpdesk

Coordinating with Local engineers for power status, last mile access & other basic required information

Raising clarity tickets for NOC team, if no issue found during basic troubleshooting

Keeping tickets on hold or under observation as per customer’s unavailabilit y or not responding or on

request and sending confirmation mails related to same

Updating information in tickets before sending to higher level or to concern team

Sending updated(add, delete, modify or any other) information related to customer’s site to documentation

team on daily basis

Troubleshooting & configuration done wherever required or possible(changes/ addition/ deletion/

modification routes/ configuration) through mail/ call

Developing close working relationships with customers, managing 3rd party carriers and driving

improvements from our suppliers

Troubleshooting:

Giving priority for tickets through call, mail or escalated issues and Working on problem simulation and

technical issues resolution

Basic troubleshooting from PE to CPE end, hub to spoke or spoke to spoke and other, if required and

finding root cause for analysis of fault for same link while troubleshooting

W orking on problem simulation and technical issues resolution by coordinating with NOC, Field team or

concern team and also for escalated issues to resolve the customer Issues

Resource between Customer and ENOC (Enterprise NOC)

Co-ordination done with ENOC (Enterprise NOC) engineers, field engineers, if required

Tickets are assigned to L2 engineers where troubleshooting is done i n detail with the help of NOC engineers

and other departments(Data NOC, Wimax NOC, Transport NOC, OSP) present between PE & CPE end

and taking follow-ups on as per SLA status

If last mile is other than UBR(modem) NE device, respective departments are taken in consideration for

f urther troubleshooting f or early resolution process

Coordinating with Third party vendors like AIRTEL, TULIP, HECL, T ATA, SIFY as per last mile access for

raising ticket, if last mile not under MSOC(Reliance)

Escalating to different teams (IMSG, ENOC–RDN NOC, IT-ENOC Transport-FA, Data NOC, Wimax NOC.

OSP team) if issue not resolve as per SLA status

Sending mails to customers for activity or resolution done while working on tickets for confirmation from

customers end

Co-ordination with L2 / L3 engineers for any assistance needed during troubleshooting

Router Configuration done including addition/ deletion /change/ modification as per customer request

Ticket Creation / Resolution / Closing:

Tickets are created for issues like link down, Link flapping, packet drops, latency, configuration,

Reachability (hub to spoke or spoke to spoke) & other issues of service impact (CPE affecting or non-affecting)

f or different platforms depending upon the priority, categories, cause, etc.

Resolving tickets after link restored or f ound stable and same updated to customer

Closing of tickets done as per :

o Customer’s link restoration cause code

o By Parent fault

o As per customer’s information provided

o W ith customer’s confirmation

Mail sent to customer after resolution done or while closing ticket, f or confirmation

Ticket is closed, if customer is not responding more than 24 hrs, regarding link status or any other required

data f rom customer end

Reporting / Escalation:

Escalating customer’s issue to higher level to take immediate actions

W orked in pressurized operational Escalation environment

Escalation proceeded to higher level, if customers resolution not done according to SLA given

Interact with equipment vendors for field problem simulation and technical issues resolution.

Finding root cause analysis of faults and furnishing the same to the customer

Reporting to respected team for getting false alarms in SMARTS

Reporting to respected team for ticket created for wrong sites, wrongly mapped IP or DNS name

Providing Bandwidth utilization & Tickets summary reports every month to customer

Documentation :

Providing all required information to team to keep inventory database updated

Creating daily reports related to tickets worked on / resolved and closed

Co-ordination with documentation teams for Analyzing processes and recommend improvements, change in

proposals, service status, known and unknown errors in database of ozone layers, change in utilities, events

& proposals reported by client,

Produce statistical and other information to in-country Assurance Teams

Coordination with helpdesk team, which is responsible for correction or problem resolution, if any faults

f ound with software’s related during ticket creation, f or DNS name or IP wrongly mapped with CKT ID and

hostname

Transfer calls to documentation team for any change in modules, policy, activities related to site operations

and information related to SLA service review

Network Devices:

Routers : Cisco (Series –2800,7200,7300,7600), Juniper(CAG, LAG)-SRX100, Huawei, Maipu

Switches : Cisco (Series – 1900,2900,3400,3500,3700)

T raining Attended:

Network Support process training

Winning streak training program

J UNE 2 010 – A UG UST 2 012

S KY NET I NT ER NET S ER VIC ES : N ET W ORK E NGI NEE R

Description: In this project, we provide internet service to client through W i-Fi, in which the bandwidth taken from

reliance is provided to their home wireless receiver from main transmitter & from that receiver it’s given to their

computer or laptop through POE hardware kit & can also be given to multi computers with the help of wireless router .

Worked on: Internet Service Provider project

Tools Used: Win box, Bandthwidth Monitor, Monitoring Host, Ping Monitor, IPScan, Google earth, Sniffer Infinistream 4.2, Sniffer

Portable.

Contribution:

Consulting:

Interaction with different divisions and clients.

Presenting ISP service to clients

Installation of internet service(Account management)

o Create new users

o Resetting user passwords

o Enable/Disable user accounts

o Sending SMS alerts regarding renewal of internet packages, maintenance issues

Coordinate with the hardware support team for all Replacements and Repairs.

Configurations / Installations:

Installation of different Ubiquiti wireless products:

o Configuring different Airmax ISP solutions 802.11 products with the help of Co-ordination

o Configured Ubiquiti Bullet M (BM2HP, BM5HP)-Revolutionary Outdoor Radio Device with the help of co-

ordination.

o Configuring different receivers to main transmitter (Omni -Directional or sectorial Antenna)

Opti-link, Tp-link :- 2.4/5 GHz High Power Wireless Outdoor CPE for high Network range and P2P

communication

Nano Station 2/M2 / loco M2/loco2 for small Network range

Nano Station M5(High Power Wireless Outdoor CPE) for point to point communication for main uplink

Done installation of Microtik router OS with the help of coordination which is used as BGP router at

SKYNET ISP server.

PTP/PTMP Link Survey & Installation done by checking coverage, connectivity, quality of Network f or link

alignment and setup

Cabling done f or LAN/WAN viz. layout, crimping and terminating.

Replacing failed hardware and addressing system problems.

Updating transmitters system and upgrading with latest v ersion of OS and application software.

Design, Implement, configure and maintained WAN links and layout for connecting multiple clients to single

receiver

Coordinate with on-site technicians to resolve physical faults.

Reporting:

Raised ticket in case of link down, link flapping or in case of any link issue.

NOC engineers to resolve issues regarding BGP, Server, Bandwidth & degradation in the network.

BTS engineers to resolve issues regarding link, if any via NOC Engg.

To Team lead/head on priority basis for every escalations

Monitoring / Managing:

Monitoring network communication between transceivers and receivers, point to point devices.

Bandwidth usage monitoring done to check input and output link BW with the help of winbox tool.

Monitoring system & Internet speed performance every day.

Monitoring Server and Internet Link and ensuring network infrastructure is up and running

Performing regular network throughput analysis.

Identifying any network abnormalities in terms of bandwidth usage, traffic pattern, network hardware and

software malfunction, etc.

Checking connectivity between transmitter & client’s receiver if client is unable to connect.

Ongoing day-to-day Network maintenance.

Making Pending calls report and share with field work engineers to close the calls on time.

Verify network connectivity (using ping, trace route, telnet) and peripherals are working properly

Coordinated communication of maintenance and outage activities.

Assigning calls to respective engineers and closing the same after confirmation from engineer and client

Support:

Resolving the Customer related issue like Slow Speed, no Connectivity and Unable login.

Providing tech support using Phone and Internet related to receivers/home router products

Demonstrating continuous effort for identifying problematic area and providing permanent fixes to assured

customer satisfaction.

Support provided on priority basis as per customer’s requirement

Planning for possible improvements / avoiding failures / enhancing security

A I O N M E DI A S OL UT I O NS P VT . L T D : H AR DW AR E E NGI NEE R J AN 2 007 - M ARC H 2 009

Worked on: Assembling computers, computer hardware peripherals and building small networks

Contribution:

Service:

Assembled computers of different brands involving P3, P4, Dual core, C2D, i3, i5 processors, etc.

Installation of different operating systems such as Windows 98, Windows 2000, Windows XP, Windows

server 2003, Windows Vista, Windows 7, Linux, MAC, etc.

Installation of PCI card slots (LAN Card, USB Card, Graphic card, Modem etc.)

Identifying root causes of complex technical and non-technical problems.

Troubleshoot and correct hardware and software related problems and performed preventative maintenance

Up gradation of computer systems and operating systems (whenever needed).

Review and Maintenance of existing Anti-Spam and anti-virus systems

To maintain and Backup data using Backup software.

Creating images f or backup using Ghost for various computer and laptops.

Recovery of data using recovery software.

MS-Office 97, 2000, 2003, 2007, 2010 and Adobe, Photoshop installation and troubleshooting.

Managed printer operations.

Built networks by adding basic routers and basic switch, so employees could easily share data

Manage and ensure all computer systems and network components work systematically and efficiently.

Notification entry:

Documenting data of problems mentioned, occurred, solved or pending/closed

Keeping inbound and outbound finance status.

Keeping record of Purchased Hardware and Software from different vendors.

Support:

Remote desktop support using Showmypc and Team Viewer software.

Coordinate with the hardware support team f or warranty related issues and replacement for any defective

merchandise reported or found

Reporting:

Communicate status to Managers on regular basis and keep them inform about ongoing issues.

Analyze requirement and determine current configuration requirement and prepare specification to facilitate

hardware acquisitions.

Submit reports analyzing problems along with recommendations for improvements

Documentation of the work done in order to maintain a record of the tasks handled.

W O RK E X PER IE NCE C OM PUT ER A SS EM BL I NG

IN A S A F REE L ANC ER

Assembling computers of different brands involving P3, P4, Dual core, C2D, i3, i5 processors, etc.

Installed different operating systems such as Windows 98, Windows 2000, Windows XP, Windows server

2003, Windows Vista, Windows 7, Linux, etc.

Providing Stationery. (New and Second hand) and different computer accessories.

Purchased Hardware and Software from different vendors.

Installation of PCI cards (LAN Card, USB Card, Graphic card, Modem etc.)

Corrected hardware and software problems.

Up gradation of computer systems.

Providing different Antivirus software required by users.

Responsible f or developing quality products within the budget set by the clients.

Created images f or easy restoration of data, using Ghost, for various desktop’s & laptops.

Manage warranty related issues and replace any defective merchandise.

Ensures customer satisfaction throughout the service delivery transaction.

Recovery and restoration of data using recovery software.

Responded to calls at client’s home/business locations and provided friendly solutions to customer needs.

Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process

requirements.

Troubleshooting computer problems regarding software and hardware.

Providing support with the help of remote desktop using Showmypc and Team Viewer software at client site

to solve issues which can possibly done remotely

Built business through referrals by providing outstanding customer service, reformatting and reinstalling

W indows; adding memory; replacing hardware; and setting up new computers.

W O RK E X PER IE NCE N ET W ORK I NG

IN A S A F REE L ANCER

W orked with Skynet field/ Network engineer in ISP.

W orked as freelancer with IT Solutions as Hardware / Network engineer between April 2009 - May 2010

W orked with Aion Media Solutions Pvt Lmt. as Hardware Engineer.

Installed and maintained N/W f or S & S Engineering Works using W indows Server 2003 & thin client.

Dial up and Broadband connection

Resolving LAN/WAN Problem

Installed LAN setup for institutes/ cybercafés using Ethernet hub, switch, router, thin client.

Configuring local wireless routers.

Providing support for local LAN network(Cabling, Crimping)

Designed and Implemented Office network as per Customer requirements.

Built networks for small business clients/ institutes/ College/ Organisation/ Cyber cafe by adding routers and

switch so employees could quickly and easily share information.

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