Network Support

Jenilkumar Upadhyay

**** ******* ******, ******* ******: 819-***-****

Ottawa ON K2B 6J6 Email: *************@*****.***

Career Highlights

5+ years of professional experience in Network Infrastructure based & Telecommunications service provider companies, which helped me enhance functional understanding of computer networks, network security, network monitoring and troubleshooting in 24*7 work environment

Hands on experience providing support on root cause analysis, incident management, change management, patch management, problem management and disaster recovery

Developed analytical, critical, problem solving, decision-making skills and portrayed leadership abilities while working in team environment

Process Automation Trainee at Nisus Microtech and Telecom Intern at BSNL in India

Technical Skills

Computer Networking: TCP/IP, LAN/WAN, DNS, DHCP, FTP, ARP, SNMP, SMTP, Ethernet & Wireless technologies, RIP, OSPF, BGP, STP, VLAN, VPN, ACL, NAT, AAA

Hardware: Cisco router, Cisco catalyst switch, Cisco AP, Firewalls, Cisco WAE, Servers, Modems

Tools: Nagios, Cacti, Splunk, vCenter, Jira, CRM, Zendesk, Wireshark, SmokePing, MS Office, Satellite/GSM-LTE monitoring tools

Operating System/Programming Languages: Windows XP/7/8/10, MAC OS, Linux, C, Python

Professional Experience

SSi Micro, Ottawa May 2017 – Present

Network Operations Specialist

Maintaining networking devices such as Cisco catalyst & edge switches, routers, firewall, LDAP & mail server, Cisco WAE manager, satellite equipment’s and GSM-LTE network elements

Monitoring network performance thresholds using Nagios, Cacti, Splunk and SmokePing

Gather network KPIs, analyze and improve KPIs on daily-monthly basis for better network performance

Configure proper MTU, switchport modes, inter VLAN routing, default gateway, default route, basic security, SNMP, syslog, NTP, STP, OSPF configuration, 802.1x authentication, DHCP snooping and ARP inspection on Cisco equipment’s and other wireless devices

Identify issue’s and coordinate with internal engineering team & vendor or other telecom service provider support to resolve network-based issues through email and phone

Optimize networks by adjusting IP & GSM-LTE network parameters and recommend improvements

Rogers Communication, Brampton Jul 2016 – Feb 2017

Network Support Specialist

Responsible for maintenance, root cause analysis, troubleshooting and providing operational support of network infrastructure supporting digital video services

Perform routine health and system checks on server and log the details to maintain a proper record of the issues in a clear and precise manner on day to day basis

Responsible for restoration of all network related incidents to resolve all service impacting events within the target to restore time

Monitor the critical alarms for core digital video platforms through monitoring tools, and inform platform consultant regarding any customer impacting issue

Provisioning of video platforms such as Network Controllers and Cisco USRM/VSRM to implement changes related to digital video services

Write and review MOP to perform change management activities and maintain proper logs

Ecobee, Toronto Feb 2016 – Jul 2016

Technical Support Analyst

Provide support for issues related to Internet of Things technologies and another API integration

Troubleshoot product issues and execute required feature specification

Emulate or recreate technical problems encountered during troubleshooting and report software bugs

Consult user guides, technical manuals and other documents to research and implement solutions

Collect, organize and maintain problems and solutions log for timely remedy

Convergys, London Aug 2015 – Jan 2016

Technical Support Analyst

Provide customer support for AT&T network services supporting residential and business customers

Diagnose, troubleshoot and resolve incident and change tickets within the SLA paying special attention to maintain high customer satisfaction, meeting deadlines and achieving targeted metrics

Troubleshoot client issues related to network connectivity/slowdown, authentication, firmware upgrade, network vulnerability through on call and email support

Execute the customer notification process of all major or significant network impacting issues

Escalate complex network issues to SME for timely resolution

NHB, India Aug 2012 – Dec 2013

Network Technician

Setting up network devices, configuring, maintaining, troubleshooting and implementing security policies on various network-based devices

Monitoring and troubleshooting LAN connectivity issues for users in timely manner

Troubleshoot issues related to network connectivity/slowdown, authentication, firmware upgrade, network vulnerability through on call and email support

Monitoring the site-to-site and remote-access VPN

Education and Certification

Dalhousie University, Canada Jan 2014 - Jul 2015

Master of Engineering in Internetworking

Gujarat Technological University, India Aug 2008 - Jul 2012

Bachelor of Engineering in Electronics & Communication

CCNA (R&S) and CCNA Security certified; AWS certification in progress

Reference available upon request

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