Customer Service Technician

PARVEZ AKHTAR

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accp49@r.postjobfree.com

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Cell : +1-647-***-****

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OBJECTIVE Data Centre Technician

PROFILE

• Over five years of extensive hands-on Data Centre experience in GTA for prestigious

organizations of North America such as Bell, Telus,Ciena Level3, Dutch-Telecoms-T-

Systems, Huawei Technologies, Internap, Navigata Communication, Hibernia Atlantic,

Shaw Business Solutions, LImeLight Systems, China Telecoms.

• Experience on multiple vender devices such as Cisco Juniper, Foundry, Huawei, HP,

Ciena,Dell, IBM, EdgeLink etc.

• Experienced in performing initial boot up, verifying start-up and performing any

required firmware or BIOS settings as requested

• Detailed technical knowledge of TCP/IP and the OSI model.

• Excellent knowledge of telecommunications infrastructure including switching

hierarchy, copper plant, building horizontal & vertical wiring and LAN/ WAN networks.

• Facilitated and managed multiple projects, meet deadlines and deliverables, and

provide cost savings solutions

• Racked/Stacked & cabling of network/security devices like servers, routers/switches

&, Dc power, Cabling(T1/DS1, T3/DS3, Coax, Cat5, T-Berd/Fire Berd, circuit testing,

Optical power meter), Commissioning/decommissioning

• Participated with the installation, maintenance, support, and optimization of all network

hardware, software, and communication links.

• Worked on all phases of project from scratch to successfully handing over of project.

e.g. structured network cabling(Ethernet/fiber/coax & patching), installation &

configuration of LAN/WAN active components such as routers, servers, PDUs, M.

Converters, switches, modems.

• Installed and tested 1.5 – 10 Mbps, PRI’s lines, 10Gig circuits for business

customers.

• Constructed POP sites for Huawei and Hibernia Atlantic.

• Excellent multitasking skills for participating in concurrent projects in cross-

functional team environment as well as collaborating hands on with various engineering

teams.

• Quick learner with ability to grasp new technologies, both software & hardware. Proven

ability to work under pressure and team environment

• A positive “can do” attitude and customer focused approach.

• A proven ability to work within and lead teams in a constructive, cooperative and

respectful manner

TECHNICAL SKILLS

• Network: HTTP/FTP, TCP/IP, SMTP, Ethernet, Fiber, Coax, Patch panel(Ethernet &

Fiber)

• Access Technologies: POTS, Fast/Gig. Ethernet, Fiber, BNC, VLAN, VTP(ISL,

802.1q) Ether/port-Channel, ATM, SONET/SDH, T1/T3/OC Carriers, ISDN, DWDM,

MS Access, ITIL

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• Telecommunications: T1/T3, CSS/SS7, PBX, ATM, MUX

• Operating systems: Windows and Linux, MS Visio

• Network Design Tools:- IT Guru academic and OPnet Modular

• Wireless Telecoms: GSM, TDMA, WCDMA, ATM technologies, TCP/IP, UDP, IP

networking, Circuit switched & packet switched network concepts

• Very Good knowledge of telecommunication infrastructure

Employment History

LEDCOR TECHNICAL SOLUTIONS April 2007 to February 2013

Switch Technician Toronto, ON

• Performed all technical and administrative tasks to ensure network availability is

successfully maintained at its highest level including incident resolutions, supporting

moves/adds/changes, and maintaining overall network health

• Coordinated with local and global provisioning & operation teams to resolve degraded

and out-of-service issue

• Provided network support and troubleshoot on multivendor switches like Cisco

routers/switches and Juniper Switches, recording and tracking all customer calls,

requests and incidents, following-up on customer concerns and resolve/closed the

ticket on wide variety of network issues

• Implemented LAN/WAN technologies from scratch to end of a projects

• Created and maintained detailed project & scopes of work, maintained technical

documentation of all assigned projects & tasks and providing proven resolutions

• Responded to warnings, alarms & critical by accessing remote servers, run scripts and

accessing web interfaces to activate & deactivate remote network servers (Linux,

windows), services, elements as required to maintain service levels, support change

activities and implement service restorations

• Acted as front-line customer interface for all customer troubles

• Resolved trouble tickets as assigned on day to day basis adhering to MTTR guidelines

and providing on-call 24/7 Network Support as scheduled, escalate issues if

required according to the set procedures and guidelines

• Worked as a network support professional in Calgary for Shaw Business Solutions.

Build up the POP sites for network switches and routers.

• Travelled frequently to provide on sites support for any troubleshooting/installations.

• Worked with Service Provider & 3rd party contractors for any issues, work orders or

RMAs(return merchandise authorization).

• Installed & Tested he Tasman, CSD/DSU for 1.5 –to-10 Mbps circuits and PRI’s lines.

• Performed BELL WEST inventory project relating to vendors’ switching equipments

and cards (Nortel, Lucent etc) in Vancouver and Victoria Islands.

TELUS April 2005 to January 2007

Communication Technician Vancouver-Lower mainland, BC

• Provided courteous and knowledgeable customer service in answering customer

queries, information regarding issue(s) and status in a timely and cost effective

manner.

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• Racked & Stacked, Dc power, Cabling(T1/DS1, T3/DS3, Coax, Cat5, T-Berd/Fire Berd,

circuit testing, Optical power meter), Commissioning/decommissioning.

• Maintained COs on F1 & F2 cables.

• Performed Installation, configuration and troubleshooting various customer premises

equipments (different telecoms devices: DSL, Cable;, Network cards, Hubs).

• Managed cabling tasks such as terminating and splicing coaxial cables (RG-6, RG-8

RG-58, and RG-59) and twisted pair cables (CAT-3 and CAT-5).

• Provided local maintenance functions, trouble analysis (i.e. testing, fault isolation and

repairs, logs, alarms, operational measurements).

• Maintained documentation of rack configurations and hardware inventory

ROGERS COMMUNICATION October 2001 to February 2005

Field Technician Mississauga, ON

• Performed Installations, connections, service additions and disconnections of all

Roger's services. Responded to and resolved customer reported service problems

involving all Rogers services provided to the customers in a safe and controlled

manner.

• Monitored system for signal leakage and completed required repairs to ensure that CLI

remains at or below standard. Responded to network outages and completed required

repairs in an effective and timely manner. Educates customers on the use of all

Roger's products and services

• Installed outdoor drops using RG-6 or RG-11 coax cable for extended distance for

broadband video, voice and data. Indoor installation using RG-6 coax cable for (video;

analog, digital, and HD), HSI cable modems.

• Worked Proficiently with cable networks and wiring standards, routers, modems and

network cards from various manufacturers and the methodologies associated with

setting compatible router and work-station configurations, as well as testing and

troubleshooting these installations to achieve acceptable installation standards and

higher end-user satisfaction.

• Contributed to the growth of all Roger's products and services through promotion and

sale of products. Worked with other technical staff as required to ensure the correction

of customer problems in an effective and timely manner.

TRAINING

• Four weeks training as a Broadband Video,Voice & data Installer-Rogers Cable-

Mississauga, Ont. Canada --- 2003

• Three weeks training as a Telecoms Analyst-Bell Canada-Mississauga, Ont. Canada

--- 2005

• One week training as a Copper Splicer – Toronto, Canada --- 2006

• Three weeks training on Fiber Splicing --- Abbots ford, B.C. Canada --- 2007

PROFESSIONAL CERTIFICATIONS

• CCNA Certification

ACADEMICS

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• B.Sc Electrical Engineering, University of Engineering and Technology Lahore,

Pakistan, 1998

REFERENCES

• Available upon request

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