Engineer Technical Support
Resume:
*MALLIKARJUNA DIWAKAR
**** ******* ***** ****** *****
******@*****.***
SKILLS
• Excellent Communication & Organizational skills, Managerial & Supervisory skills, Project Management & Problem- solving skills, Mechanical, technical & PC based skills, Customer relation skills.
• Knowledge of: - AGILENT NgN Analysis & Monitoring System, Wire-Shark Network Protocol Analyzer, MGCP, SIP, H323, TCL, SS7, COBOL, TURBO-PASCAL, AUTOCAD, VISIO, C++, PROCOM, AGE, OCTAVE, UNIX, LINUX, MSOffice, Windows XP/NT/2000/7, LANs - Topologies, Installation, Troubleshooting & Cabling – standards, AS400 Operations & CL language programming.
PROFESSIONAL EXPERIENCE
Bank of America, Charlotte, NC – Access Architecture/Engineering Lead, Global Technology & Operations Apr 2016 – Current
• Research and generate HLD (High Level Documentation) & GDD (Generic Design Docs) for projects involving ‘Fax over IP”, SONUS server (DSI, PSX & EMS) migration to HP DL380p Gen8, and SONUS Netscore VM instance install in production environment.
• Strictly adhere to Security & Process standards as dictated by Organizational standards.
• Production call flow issues support for CTI/IVR, Domestic/International Enterprise & Legacy TDM Networks involving SONUS Elements, AVAYA ACMs, CISCO, Genesys platforms. On-going projects in progress – SIPREC implementation, Implementation of Next Gen SBC5200, SBC7000 into Production Network, Replacement of TDM Segments with VOIP, Skype for Business, Fax-over IP (FOIP) & Call Analytics with IR Prognosis & more. WELLS FARGO, Austin, TEXAS – Network Engineer 5 (SONUS Engineer) Nov 2014 – Apr 2016
• Subscriber migration from TDM to SONUS VOIP platform, Implementing SIP Trunk Group builds on GSX9000/SBC5210, Generate/Test/Verify CRONJOB entries on SONUS DSI, SBC5210, and Write-up MOP for production implementation.
• Strictly adhere to change management procedures as dictated by the organization.
• On-going SONUS projects in progress – CTI/IVR integration with GENESYS & CUCM, Integration with Microsoft LYNC & NICE recording platforms. VERIZON (Capital Groups), San Antonio, TEXAS – VOICE Operations Engineer August 2013 – Nov 2014
• Upgrade & maintain SONUS SBC5200 SBC.
• Troubleshoot & resolve SIP call flow issues working with development & Operations team in CTI- IVR Call flow setup with GENESYS, Cisco Call Manager & ASPECT ACD in the Call Flow.
• Identify/Escalate deficiencies in Trouble-shooting Tools, Traffic Analysis & Maintenance tools in CTI-IVR environment, thereby co-ordinate & resolve necessary requirements working with different business groups.
• Generate ‘Knowledge Based articles’ for SBC 5200 Traps & Alarms.
• Assist in Integration of “Call Analytics” tool (METADATA) in CTI/IVR environment for effective Customer Relationship Management (CRM).
• Generate Knowledge Transfer documents and educate team members. WEST CORP, Omaha, Nebraska – Senior Telecom Engineer August 2011 – July 2013
• Commission/upgrade SONUS SBC5200 SBC, VOIP POC (Proof of Concept) inter-op testing & Customer migration from Other SBCs to SONUS SBC5200, AVAYA, and GENESYS - Call Agent
(CTI-IVR) Setup.
• Troubleshoot & resolve SIP call flow issues working with development & Operations team.
• Design and perform massive circuit migration & manual load-balancing of ISDN PRI Trunks on SONUS GSX9000s for LMEs (Large Media Events) such as DWTS (Dancing with the Stars), American Idol & such, Generate relevant documentation.
• Install & Commission SONUS GSX, PSX as part of Network expansion and hand-off to Operations.
CONVERGIA NETWORKS, POINTE-CLAIRE, QC – Senior Network Engineer/Team Lead July’10 – August 2011
• Successfully complete Network wide upgrade of SONUS EMS, PSXs, NFSs (Level 0 & 2), GSX 9000s, ADSs and ASXs.
• Provide on-going support to Operations team in Network Maintenance, provisioning, routing, translations & troubleshooting, issues in an Inter-Op SIP/PSTN environment with SONUS/NEXTONE/CISCO MPLS Platforms.
• Effectively migrate carriers/routing from NEXTONE to SONUS platform, generate EMS CLI Scripts for bulk provisioning.
• Support TELARIX LCR engine on an ongoing basis.
• Plan and execute Lab & production upgrades of SONUS equipment - EMS/DSI/PSX/GSX- NBS/ASX/ADS/SGX, Spawn relevant documentation.
• Provide training to engineering team members in Canada, USA & South America.
• Initiate QOS motto for the Network & implement necessary discipline with the team effectively under an extremely demanding work environment.
ASSOCIATED NETWORK PARTNERS INC, Springfield, IL Operations Engineer Oct ’09 – March ’10
• Successfully maintain Customer relations by constantly supporting technical issues involving SIP/SS7 calls in a TEAM ENVIRONMENT thru’ ticketing system; Performed on a daily basis, Commissioning /de-commissioning, test/ turn-up of ISUP and SIP trunks SONUS and CISCO Network components.
• Actively participated in re-location of Carrier/Customer circuits thru’ migration project. SONUS NETWORKS, Westford, MA – Senior Technical Support Engineer May ’06 – August ‘09
• Provided Customer support on various technical issues in a TEAM ENVIRONMENT thru’ ONYX ticketing system for upgrades and daily maintenance of production and lab NETWORKS involving MULTI VENDOR as well as SONUS platforms such as SYLANTRO, ACME, MOVIUS, DOTHILL, BRIXWORKS, SUN, & SONUS – GSX, PSX, ASX, SGX, IMX.
• Effectively triaged and coordinated issues with SONUS design engineering and Vendors for successful resolution.
TECHSOURCE INC., Plano, Texas MARCH 1999 – MAY 2006 Completed the following projects working for TECHSOURCE INC (While waiting for US green card processing): -
1. Qwest Communications, Dublin Ohio – VOIP Test Engineer
• Accomplished IOS upgrades and validated test cases on CISCO routers, Firmware upgrades & testing of CISCO and POLYCOM IP phones, Configured and tested F5 Networks BIG-IP Load balancers, Configured CISCO Firewalls, BRIXWORKs verifiers and other related CPE Network equipment.
• Generated documentation for Echo-Cancellation, G729 compression in VOIP segments of the network, performed troubleshooting network related issues in VOIP platform with SONUS, SYLANTRO, ACME, CISCO & F5 Load Balancer components using Agilent NgN Analysis & Monitoring as well as Ethereal Network Protocol Analyzer. 2. Level3 Communications, Broomfield Colorado, VOIP Test Engineer
• VOIP INTEROP testing under the requirement of SIP PROTOCOL standards & thereby support a smooth transition of VOIP Customers into Production environment, Verified SIP/SS7 messages sequence per required documentation to validate the Test Cases. 3. Data Access America NOC Center, New York – Senior Network Engineer
• Software Upgrades & General Maintenance on the DMS GSP and VOCALTEC VOIP Platforms.
• Automated quality control reports by scripting and handled relevant dynamic issues typical of a NOC environment involving Routing/translation changes, Test & Turn up of Circuits, Customer Service related issues.
4. Nortel Networks Raleigh NC – Product Verification Engineer
• Developed and tested a robust Test-Plan for interoperability between CISCO 2600/3600, WESTELL (DPNSS), MEDIATRIX, and NORTEL BCM & M1 (MCDN) H323 VOIP Gateways for Voice over IP - VPN solution on NORTEL CS2K platform. 5. Qwest Communications, Dublin Ohio - VOIP – Network Engineer
• Completed test trials on Nortel CS2K VOIP platform with a robust test plan for the evaluation of VOIP switches by SANTERA & SIEMENS.
• Worked in a team environment On SUCCESSION VTOA (Next generation Voice over ATM) Project involving NORTEL & LUCENT Switches, JUNIPER & CISCO Routers. 6. Nortel Networks, Raleigh North Carolina – Product Verification Engineer
• Developed, Automated, Tested & verified software & hardware requirements for DMS100 features and Maintenance Releases, on a UNIX platform using TCL, AGE & OCTAVE language tools.
• Coordinated & completed the project by effective interaction with the design team, by developing a robust Test Strategy & Test Plan, by generating translation requirements, by meeting SOFTWARE delivery schedules in rigid compliance with industry standards. 7. Qwest Communications, Dublin Ohio - Switch Engineer/Project Leader
• Analyzed, recommended & coordinated standardization of routing involving complex translations for 8XX DTO, 8XX diverse routes etc., on QWEST network of DMS -250 switches to effectively implement DYNAMIC CALL ROUTING over a meshed IMT NETWORK working in a team environment with IT and SCP groups.
BELL CANADA INTERNATIONAL/PROTOCOL COMMUNICATIONS, Chantilly, W VA APR 1996 – JAN 1999
Completed the following projects while working for BCI/Protocol: - 1. US West Communications, Littleton, Colorado – Technical Support, Complex Translations.
• Developed and implemented requisite translation upgrades for the Projects Involving AIN Simplification Process
Local Number Portability, Generic Recursive Pre-Translators and Flexible ANI, Complemented the process with necessary Tab Audits & relevant translation modifications. 2. Nortel Networks, Raleigh, North Carolina, Product Verification Engineer
• Developed, Automated, Tested & verified software & hardware requirements for DMS100 features & SPM Carrier Banner Alarms and Maintenance Releases, on a UNIX platform using TCL, AGE & OCTAVE language tools.
• Coordinated & completed the project by effective interaction with the design team by developing a robust Test Strategy & Test Plan, generating translation requirements, meeting SOFTWARE delivery schedules in rigid compliance with industry standards. 3. Operational Tester/Project Leader – Nortel SL100 Projects
• The project involved JNET to ENET upgrades, Termination of MDF blocks and DSX cross connects, Channel banks
& XPM-PLUS/88 K upgrades, Commissioning & decommissioning of DMS Peripheral modules and power plants.
NORTEL, Bramalea, Ontario – Test Engineering Apr ‘92 - Jan '96
• Performed Testing, troubleshooting, Quality Control & Software verification of the DMS family i.e., I/Os, LCMs, XPMs, Networks, Super-node, with complex solid-state electronic circuitry, Test Engineering support on new product releases & prototypes; Assembly, Wiring, Cabling & inspection of modules/Frames of DMS family in accordance with “Just-In-Time” and “Total-Quality- Commitment” manufacturing concepts. Supervise & train Line-Operators intermittently. SOFTTALK ENTERPRISES INC., New Market, Ontario – Technical Support Engineer Feb '89 - Sep
'91
• Research & Development of variety of Patch panels, cables and Wall Plates used in networking industry.
• Project management, Installation of LANs, Purchasing & Inside sales, Production Support, Develop & maintain effective Customer & Supplier relations. EDUCATION
• Honorably discharged Canadian Air Force 1987, Communications & Radar Systems Tech.
• Conestoga College of Applied Arts & Technology, Kitchener, Ontario, DIPLOMA - Electronics Engineering Tech.
• Bangalore University, Bangalore, India, DEGREE - Bachelor of Science (Honors). TECHNICAL COURSES
• DIALOGIC Media Gateways, SONUS GSX Basics & Advanced, SONUS PSX Basics & Advanced, SONUS Network Monitoring & Troubleshooting, SONUS Network Border Switching, SONUS (ASX) Access Solution Provisioning, SBC5100/5200, VOCALTEC VOIP Platform, CISCO ONS transport system, CISCO Router configuration, TCP_IP addressing & CISCO Routers,
(LUCENT) Packet-Star AC60-PSAX 1250/2300 system Implementation; NORTEL CS2K, Passport 8000; DMS-100 Method of Operation, DMS – Super-node SE Maintenance, CCS7 Operations & Maintenance, ISDN Engineering/Provisioning, Creating and Troubleshooting DMS 100/200/250 Translations, Automated Testing using Octave/AGE, Fiber Optics & Twisted pair LAN design, 88K
& PCN Certification.
REFERENCES
• Available on request.
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