Engineer Customer
Resume:
Princely P. Gonsalves
Email : ***************@*****.***
: 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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