Customer Service Assistant

ASHVIN SHANKPAL

571-***-**** *********@*****.***

PROFILE HIGHLIGHTS

Cisco Certified Network Associate (CCNA) - CSCO12237789.

* ***** ** ********** ** a Graduate Teaching Assistant in the Volgenau School of Engineering, GMU.

1 year of experience as a Technical Support Associate for DELL International Services.

2 years of experience as an I.T. Lab Assistant at A.S.T.R.A.

Good understanding of networking protocols and model.

Excellent problem solving, analytical skills and customer service experience.

Adept in communicating with technical and non -technical clients.

EDUCATION

Master in Telecommunications (Computer Networks) August 2010 - December 2012

GPA 3.93

George Mason University, Fairfax, Virginia

Bachelor of Technology in Electronics and Communication Engineering August 2005 - May 2009

GPA 3.5

Jawaharlal Nehru Technological University, Hyderabad, INDIA

TECHNICAL SKILL

Network Protocols and standards : OSI, TCP/IP, RIP, OSPF, EIGRP, BGP4, MPLS L2/L3, MPLS TE, QOS

Network Technologies : LAN, VLAN, WLAN, WAN.

Network Tools : Wireshark, Packet Tracer.

Packages : MS Word, MS Excel, MS Visio, MS Power point, Adobe Photoshop, GNS3.

Operating System : Windows 7, VISTA, XP, MAC OS and Ubuntu.

WORK EXPERIENCE

Volgenau School of Engineering, George Mason University, Fairfax, VA September 2010 – December 2012

Graduate Teaching Assistant

Analyze issues with computer systems and perform troubleshooting within time constrains and also deliver the exact resolution.

Provide assistance to the faculty, students and managing staff for computers, software’s and other hardware.

Set up and support online distance education course sessions and upload the recordings to the servers.

Create and maintain incidents for all the assists using SDE with reports including the problem description.

Worked as an assistant to the Windows administrator and assisted with maintenance of Active Directory.

Configure new computer according to the university needs and maintained ghost server image files for the lab and site domain

machines and deployed the images when necessary.

DELL International Services, Hyderabad, India May 2009 - June 2010

Technical Support Associate

Supported Dell’s US consumer sector on hardware and software related issues with Dell desktops and portables.

Worked on Oracle based CRM applications such as Siebel, Dell serv, Dell connect to provide resolution.

Created and maintained incidents for all the clients assisted and logged the resolution steps for each assist.

Worked on a team with 15 associates, and maintained a customer satisfaction and resolution rate of 4.7 on 5 point scale.

Updated the Dell resolution database with new resolution methods.

Facilitate communication between technology teams and other departments on issue status and resolution .

Exposed to various cultures and people, developing and maintaining a professional and positive relationship with team

members, clients and prospective Clients.

Santh Samarth Engineering College July 2006 - September 2008

Student Lab Assistant

Maintained Computer Labs consisting of about 40 computers used by students and staff.

Assisted students and faculty with issues regarding software and hardware on the lab machines.

Assisted in maintaining the lab network settings and integrity.

Maintained a log of computer usage by the students and faculty.

Assisted with the various practical exams held in the lab.

ACADEMIC PROJECTS

Border Gateway Protocol (BGP4) Implementation August 2011 - December 2011

Simulated a Network with multiple Autonomous Systems and engineered the inbound / outbound traffic by exploiting BGP

policies and route controlling features

IP Routing Protocols laboratory using Cisco 3600 Series Routers January 2011 - May 2011

Designed network topologies in the laboratory to implement and run routing protocols such as RIP (v1 and v2), OSPF, EIGRP and

BGP on Cisco routers and analyzed the network traffic for different protocols and their P DUs using Wireshark tool.

Systems Engineering for Telecommunications Management, RHMS August 2011 - December 2011 Lead the

sensors team; was responsible for the design and implementation of the medical sensors in the project and also assigning tasks

to the team members. Designed an end to end complex telecommunications system titled Remote Health Monitoring System

implementing and realizing the principles of modern project management and system engineering. The project majorly focused

on the system or sub-system definitions, real-world procurement practices and methodologies, and sound management of time

frames.

Advance Routing (MPLS VPN, TE, QOS) January 2012 - May 2012

Set up a network using Cisco 3640 series and 7200 series routers to configure and understand MPLS technology. The project als o

focuses on the configuration, implementation and troubleshooting of MPLS L3 VPN, MPLS L2 VPN, MPLS Traffic Engineering (TE)

and QOS.

IP Multicast August 2012 – December 2012

Set up labs to implement ip multicast concepts such as dense mode, P IM spares mode, Auto-RP, MSDP, MBGP, multicast VPN

and multicast security for both enterprise and ISP multicast networks.

IPv6 August 2012 – December 2012

Designed network topologies in GNS3 to implement and run routing protocols for IPv6 such as RIPng, OSPF v3 and BGP on Cisco

c2691 routers and analyzed the network traffic for different protocols and their P DUs using Wireshark tool.

Remote Health Monitoring System, Institute for Electronics and Telecommunication Engineers (IETE), India.

Designed and implemented RHMS that would monitor heart rate, body temperature and produce an alarm if any of these

parameters were abnormal. It was realized using ATMEL Microprocessor 89C2051, DS 1621 (Temperature Sensor), LM358 (Dual

operational OP-AMP), HT12E (Decoder), HT12D (Encoder) and other passive components.

Implementation of PCI 9052 Bus Protocol using FPGA, Research Center Imarat (RCI), India.

Programmed the PCI 9052 bus architecture using MATLAB and implemented it on a FPGA kit.

Line Tracing Robot

Designed and created an entry level “Line Tracing Robot” which involved chip level programming to control motor action based

on the outputs given by Infrared Sensors.

RELAVENT COURSE WORK

Modern Telecommunications

Basic IP Routing Lab

Comprehensive IP

Border Gateway Protocol

Enterprise Network Architecture

System Engineering for Telecommunication Management

Advanced Routing

IP Multicast

Migrating to IPv6

EXTRA-CURRICULAR ACTIVITIES

Active member of Mason Aviation Club since May 2011.

Awarded second for presenting a paper titled “Evolution of VSLI” in a national technical symposium organized by the university

“PANACHE 2007”.

Awarded second in a Robot presentation event “ROBOTICS” organized by B.I.E.T in the technical symposium “FOURIER’s 2008”

for the “Line Tracing Robot”.

Played cricket for HCA C – Division league and also was a part of the college cricket team.

Won several LAN Gaming events hosted at various national level technical symposiums.

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