Customer Service Technical Support
Resume:
Name: Sachin Gaur
Address: ** ****** ******, *********, *** Australia 2142
Mobile: 043*-***-***
Email: **************@*****.***
Technical professional with international work history and 9+ years
of excellence in the telecommunications industry. Areas of expertise
being Technical support, Operations & Maintenance, Installation and
Commissioning, Project Management, Project Deployment and ATP testing.In
depth knowledge of transmission and IP networks.Experienced in
maintenance/operations and Technical Support of a wide spectrum of
equipments and components. Adept at preventive and breakdown maintenance.
Skilful in enhancing systems to bring greater cost efficiency levels.
Ensuring compliance to quality standards and maintaining all related
documents and ATP sign off. Excellent team building & troubleshooting
skills.Proven ability to perform well under pressure with excellent
leadership, management, communication, customer service, and problem-
solving skills..
ASSISTANT MANAGER- PROJECTS/TECH. SUPPORT
Samsung Electronics February 2014
- Present
Profile: Samsung Electronics has provided LTE operations support to various
big telecom oragnizations including part of Sprint"s Network Vision project
and several Wimax-to-LTE migration deals.Samsung is providing equipments as
well as managing end to end operations & LTE solutions.
Responsibilities:
. Technical Support :
o Troubleshooting support to deployment team over 60,000 eNodeb
deployment
o Expert in deployment of PCRF,GGSN.
o Co-ordination with product line Korea to solve customer's
technical query
o Resolution of queries raised by Customer NPE Team
o Supporting deployment & project team for technical issues in
field
o MOP, RCA and procedural documentations corresponding to project
issues
o Software package upgrade support
. eNodeb planning
o Preparing design document
o Organizing ODD sheets for eNodeb configuration
. New Features/Requirements Testing & Implementation:
o Identify new feature requirements from Customer
o Feature testing in Lab & Pilot implementation
o Follow & roadmap for feature realization
o MOP for feature implementation
o Building roadmaps for L2 level issues with respect to new
requirements
o Conducting Customer Trainings and seminar for new features and
requirements
. Test and implementation support in Customer Lab
. Solid understanding of telecom network
(GSM/GPRS/CDMA/1X/EVDO/WCDMA/WIMAX/HSDPA/HSUPA/HSPA+/LTE)
. Project Initiation, Planning, Execution, Change Management, Closure
SENIOR ENGINEER - 2ND LEVEL NETWORK SUPPORT (BACK OFFICE)
Ericsson June 2011 - February 2014
Profile Ericsson is a world's number one telecommunication network provider
with an enormous innovations and patents in GSM, WCDMA <E technologies.
Responsibilities:
. Managing Airtel Africa Network:
o Providing support for Multivendor BSS products for all
technologies viz. 2G, 3G & LTE (Motorola, Huawei, NSN ALU and
Ericsson)
o Customer Service Requests (CSR) handling (Analysis,
Troubleshooting, and Corrective Maintenance) of complex faults
o End-to-end troubleshooting for issues related to AXE 810/AXE
501/APG40
o Acceptance testing (ATP) of new 3810 & 3820 RNC's
o Software up gradation of 3810 & 3820 RNC and node B's
. Managing Airtel South India 3G Project (Huawei RNC 6900)
. Providing 2nd Level Support (2G & 3G) to Reliance Communications
Project:
o 15RNCs, 200 BSCs & 40,000 BTS & Nodeb
. Technical Support to Network :
o 3G KPI analysis and further troubleshooting in case of
degradation
o Coordination & troubleshooting of issues related to IP network
o E2E Troubleshooting of Radio Network KPI and GPRS/EDGE/3G/LTE
services related issues
o Support for HW Expansion/Removal, Site migration, BSC re-
parenting
o Critical link expansions in RNC towards different nodes
o Trace initiation, decoding & analysis in RNC for enhanced level
troubleshooting
o MOP, RCA and procedural documentations corresponding to project
issues
Achievements:
. Successful implementation of Fingerprint change activity of APZ 212/55
in Airtel Africa Network. First time done by any back office team
member
. Appreciation by Customer Project Manager for impeccable onsite
technical support
. Applauded by management for Revenue Increase in Airtel Africa (Tchad)
project
SUBJECT MATTER EXPERT - ASSISTANT MANAGER
Alcatel Lucent
October 2009 - June 2011
Profile: : Alcatel-Lucent is the first truly global communications
solutions provider, with the most complete end-to-end portfolio of
solutions and services in the industry like Multi-vendor Maintenance,
Managed Network Operations, Carrier Network Outsourcing, Managed End-to-End
Service Operations
Responsibilities:
. Technical Support:
o Analysis, O & M of Huawei BSC6000, BTS 3012, 3012 II and MSC
(partially)
o O&M of WCDMA BSC6810, BSC6900 NodeB (BTS 3900,BTS 3900A,
DBS3900)
o Handling Call related issues and traces analysis of GPRS, SS7,
SIP, SIGTRAN, NBAP and RANAP protocols
o KPI improvement through RF and RAN domain analysis
o Resolving voice cracking, Low Voice, Drop call, NO Page Response
(NPR), RF Failure and Congestion Related issue
o Analyze Traffic and suggest ways to improve the performance by
optimizing the parameters of particular BTS
o Working for configuration related issue, Migration, Swap-out
cases of BSS
. 24 X 7 Emergency Support for Fault Management Team and Field Engineers on
need basis
. Vedor Management & interaction on escalated issues, supporting vendors in
order to get required solution
. Preparation and circulation of White-papers, Method-of-Procedures, Root
Cause analysis Reports for Critical Events
. Responsible for new feature activation testing and Roll-out procedure.
FOA procedure verification and complete network roll-out responsibility
. Resolving bandwidth congestion, Data call speed related issue through
complete IP domain analysis
. Coordinating with OSP NOC, DATA NOC & Circle Engineers to rectify faults
at the earliest
Achievements:
. Appreciated for successful BSC migration in live network with minimum
downtime
. Imparted trainings to Engineering students and team members on
evolving technologies
. Invited as a Guest Lecturer by Father Agnel's Engineering College for
delivering lecture to Technical Faculty & students on GSM
. Appreciated by customer on diligent technical support provided during
critical faults
BSS ENGINEER - PROJECT ROLL OUT & IMPLEMENTATION
Huawei Telecommunications January 2008
- October 2009
Profile: Huawei is a leading global ICT solutions provider. Through
dedication to customer-centric innovation and strong partnerships, Huawei
has established end-to-end capabilities and strengths across the carrier
networks, enterprise, consumer, and cloud computing fields.
Responsibilities:
. Project Rollout for Reliance & Aircel:
o Working in the capacity of BSS Team Lead
o Supervision of the installation work of TRANSCODERS/BSC
o Acceptance tests (AT) of the overall system
o Software up gradation of BSC and MSOFTX3000 switch for GSM
o Integration and commissioning of Wimax (802.16e) BTS 3900 and
WASN gateway
o I&C of more than 25 Huawei GSM BSC 6000, Transcoder
o Data Configuration & Acceptance Test (AT)
. Technical Support :
o O&M of Huawei BSC6000 and Transcoder
o Creating & analyzing BSS performance statistics
o Organizing Maintenance & Corrective actions in OMC
o Scheduling & Co-ordinating for hardware & software up gradation
. Carrying out BSC & BTS Site Survey
. Monitor system performance indicators such as Dropped Calls, Origination
Failures, Handover
. Making weekly report on the performance & roll out of the network
. Coordinating with customer on resolution of technical issues
Achievements:
. Part of Team while conducting first ever POC (Proof of Concept) of
WiMAX (802.16e) in India
. Successful POC test of WiMAX, based on which Huawei got its project
FM ENGINEER
Ericsson September 2006 - January 2008
Profile: Ericsson is a world's number one telecommunication network
provider with an enormous innovations and patents in GSM, WCDMA <E
technologies.
Responsibilities:
. Project Management:
o Planning, commissioning of Ericsson RBS 2000 series
o Planning for resource mobilization
o Manpower Deployment
o Ensuring execution of projects within time, cost & budgetary
parameters
. Technical Support & Maintainence:
o O&M of Ericsson RBS 2000 series
o Planning preventive maintainence schedules
o Identifying areas of obstruction/breakdowns and take steps to
rectify equipments through application of trouble shooting tools
o Traffic management, network planning and functioning/
maintenance of communications links
o Accountable for rerouting and changing of microwave hop path and
frequencies
o Maintainence of ERICSSON PDH RADIOS of different capacities, SDH
radios of CERAGON
o Monitoring and rectification of CF and TRX faults, microwave
transmission network, DDF and PCM routing
. Imparting continuous on job training to the subordinates to enhance
their operational efficiencies
. Liasing with external bodies & authorities for requisite approvals &
clearances
. Monitoring & optimising resource utilisation and safety of human and
equipment
Achievements:
. Appreciated by customer for providing strong technical support
. Successful handling of maintainence activities without conflicts
Institution: IIMT Engineering College
Qualifications: Bachelor of Technology (Electronics & Telecommunications)
Completed: 2006
PROGRAMMING LANGUAGE: C, Basic Unix Scripting
MAIN CORE NETWORK ELEMENTS: BTS, BSC, MSC, RNC, L2&L3 Switches, Routers
TOOLS: Putty, HyperTerminal, Huawei LMT, Winfoil, Moshell, Drive test tool
Agilent E6474xx (Nitro 9.0), MapInfo Prof v7, Agilent Site
Master, Anritsu Power Meter & Analyzer, Actix Tool
DEBUGGING TOOLS: Wire shark, Huawei Nastar, Huawei Trace management, Sigwin
COMPUTER SKILLS: MS Office, Outlook
OPERATING SYSTEM: Windows 9x/2000/XP
Skills: LTE, WCDMA (3G), GSM, GPRS,Wimax, SS7 Signalling, IP, ISUP, SCCP,
MAP, NABAP and RANAP protocols. In-depth Knowledge of IRAT, Network
Architecture of 3G, Release Versions like HSDPA, HSUPA and HSPA+, Good
basic knowledge of LTE Basic OFDMA, SCFDMA over FDD and TDD frame, System
Architecture Configuration with only E-UTRAN Access Network, IMS
Architecture, Concept of Interoperability within technology (4G to 2G/3G)
using CSFB, SRVCC handover and IMS implementation, LTE Protocol stack user
and control plane, TCP/IP, IPV4, IPV6, OSPF, EIGRP, RIPv2.
Available upon
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