Engineer Technical Support

Career Objective

To become a part of a challenging team and to update myself with latest

technologies in order to learn and grow towards excellence. To put my

efforts for the growth of the organization and to enable myself to achieve

and surpass corporate and personal goal.

Professional Experience

Orange Business Services (15/04/2013 - till date)

Customized Service Desk

Network Support for Voice & Data

. Working as an employee of Orange Business Services, Gurgaon, India as

an L-2 Network Specialist with 11 months of experience.

Job Profile:

. Providing IP Telephony (Cisco IP phones and soft phones) and

voicemail services to customer and rectifying the faults and issues

that customers face while using them.

. Troubleshooting the WAN connections connecting customer sites (CE

routers) all over the world : APAC, UK and US region via the Orange

cloud( PE and core routers).

. Configuration on Cisco Unified Call Manager 8.6 (CUCM) and Cisco

Unity.

. Request includes new phone activation, Voicemail, Hunt group, Pickup

group, Extension mobility, Cisco IP Communicator.

. Understanding of Partitions, Calling search space, Translation

patterns and Route pattern, Voice gateway's, Translation rules, Dial-

peers.

. Using of DNA tool to study call flow from calling number to called

number.

. Responsible to troubleshoot the issue and resolve it till the

complete customer satisfaction.

Role/Process:

. Handling technical tickets of all voice customers by using Clarify

CRM.

. Follow-up with Level-1 team, to get the minimal information for

troubleshooting the problem.

. Troubleshoot and resolve the customer problems.

. Refer to and follow up with expert teams, for some cases where we have

no access to devices like UCCX.

. Configured and carried out Troubleshooting of incidents related to

VOIP

. Responsible for creation new user's profile and provide services and

deletion of users on CUCM as per request.

. Responsible for creation and deletion of Voice Mail for users.

. Follow up with expert teams and get the issue resolved.

. Close the ticket with customer approval once problem is resolved.

Skills Learnt:

. Knowledge of Networks: OSI Model, TCP/IP Protocol Suite, sub

netting, network protocols, VLANs etc.

. 1 year of experience in Intelligent Network using Putty, Remedy,

Command line tools & application.

. 6 months of hands on experience on Cisco Unified Communications

Manager (CUCM) and Cisco Unity Server.

. Exposure to work with International Customers, face-to-face dialog

with Customers. Ability to develop relationships with customers to

understand and address their needs.

Previous Employer

Vcustomer Pvt Ltd. (CISCO Process)

Technical Support Engineer (21/11/ 2011 to 09/08/ 2012)

. Installation and Troubleshooting of devices like Routers, Range

Expanders, Access, points and many other CISCO products.

Roles and responsibilities

. Provide technical support to Routers Range Expanders & Switches to

users / Assist in testing, implementation & troubleshooting.

. Provide Network Support to the End Users.

. Working on Mac and Windows Applications & their Products.

. Installing and Configuring Wireless Routers for different ISPs.

. Troubleshooting of Computer and Wireless devices.

. Basic knowledge of Networking.

. Resolve Software issues on Desktop / Laptop PC, Network printer.

. Troubleshooting iPad and Android Applications.

. Maintain and update technical support document, IT report and

policy.

. Manage telephone system and conference equipment.

. Experience with Wireless equipments is an added advantage.

Albion Infotel Pvt. Ltd.

Technical Support Engineer (12/08/2012 to 14/05/2013)

. (MACD) Move, Add Change and Delete users from CUCM

Roles and responsibility:

. Provide Network Support to the End Users.

. Working on Mac and Windows Applications & their Products.

. Installing and Configuring Wireless Routers for different ISPs.

. Troubleshooting of Computer and Wireless devices.

. Resolve Software issues on Desktop / Laptop PC, Network printer.

. Troubleshooting iPad and Android Applications.

. Maintain and update technical support document, IT report and

policy.

. Manage telephone system and conference equipment.

Technical Proficiency

Technologies

C, C#, Core Java, CCNA Voice, CCNA Routing and switching.

Networking Skills

VoIP, IPT, TCP/IP, sub netting, network protocols, VLANs etc

Hands On IPT

CUCM 8.6, Unity Connection, Cisco IP Phones

Hands On Routers and Switches

Cisco 2500, 2600, 2800 series and more

Cisco 2950 catalyst Switch

Database

MS Excel, SQL Server 2005, 2008

Educational Qualification

Qualification Institution Percentage Year of

Passing

B. Tech (I.T) N.C college of Engineering, 65% 2011

Israna, Panipat

Class XII Dr. M.K.K Arya Model School, 77% 2007

Panipat

Class X Dr. M.K.K Arya Model School, 66% 2005

Panipat

Strength

.

. Excellent written and verbal communication.

. Strong presentation and influencing skills.

. Readiness to accept new challenges.

Achievements

. Certification in Cisco Certified network Associate (CCNA) in June

2012.

. Certification in C++ programming at CMC Education And Training Pvt.

Ltd

. Good Hand at various platforms like CCNA, C++, JAVA, HTML,.

. WIZARD CURRICULUM Certified by "NIIT".

. Won 3rd prize at state level in group song.

. Head Coordinator in the College Fest, "SYNERGY" in 2010.

Hobbies

. Playing Football, Cricket and Swimming.

. Collecting information throughout the world by reading Newspapers and

Surfing on Internet.

Details Personal

. Name : Prince Khurana

. Father Name : Mr. Bharat Khurana

. Date of Birth : 24 Dec 1988

. Sex : Male

. Nationality :

Indian

. Marital Status : Single

. Languages Known : English, Hindi

. Address : 549-L Model Town, Panipat, Haryana

. Contact : +91-987*******

I hereby declare that the information furnished above is true to the best

of my knowledge.

Date: Prince

Khurana

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