Customer Support Engineer in Cisco Systems

NAME Rohit Gupta

EDUCATION B.Tech. (Electronics and Communication), GLA Institute of

Technology and Management, U.P. Technical University, 2004.

EXPERIENCE 9 + Years

SUMMARY EXPERIENCE

9+ years of IT experience in networking, configuration and

troubleshooting on cisco routers, both on data and voice.

Focused on the implementation configuration and support of

data and voice networks and communication technologies.

Performed the Role of an Engineer in Voice Com, it includes

the responsibility to install, configure and troubleshoot, DSL

routers and modems.

Performed the Role of an Engineer in Convergent Communication

India Pvt. Ltd., it includes the responsibility to work on

client sites of NSE, Crisil, Business Standard, to monitor,

configure and troubleshoot on Motorola routers.

Worked in Orange Business Services as a Sr. Specialist and my

role is to configure, troubleshoot, the customer MPLS

network/VPN based on cisco routers and also to suggest the

correct design to the customer. Also it includes the

configuration, implementation and troubleshooting based on

EIGRP, OSPF and BGP.

Currently working in Cisco Systems Pvt. Ltd as a Customer

Support Engineer in Multi services Voice Technology. Here my

role is to configure, troubleshoot various customer voice

related designs and networks and to fix the issues pertaining

to them.

TECHNICAL SKILLS Networking Technologies/Protocols : TCP/IP, RIP, IGRP, EIGRP,

BGP, OSPF, MPLS, VPN, ATM, Frame Relay, Ethernet, DSL, HSRP,

VRRP, VLAN, NAT, Spanning Tree, ISL, Dot 1Q, CDP, HDLC, PPP,

ISDN BRI/PRI, T1/E1, H323, MGCP, SIP, SCCP

WORK EXPERIENCE Organization : Cisco Systems

India Pvt. Ltd.

Designation : Customer

Support Engineer - Voice

Duration : Feb 2011 -

Untill now

Company Role

Cisco Systems, Inc. is an American multinational corporation

headquartered in San Jose, California, that designs,

manufactures, and sells networking equipment

Founded in 1984 by a small group of computer scientists from

Stanford University, Cisco engineers have been leaders in the

development of Internet Protocol (IP) based networking

technologies since the company's inception. This tradition of

innovation continues with industry

leading products in the core areas of routing and switching,

as well as advanced technologies in areas such as Unified

Communications, Network Security, Video, Virtualization

and Cloud Computing.

Responsibilities: -

Configuration, Implementation, and Troubleshooting of call

signaling protocols H.323, MGCP, SIP, and SCCP on voice

gateways.

Configuration, Implementation, and Troubleshooting of voice

interfaces FXS, FXO, ISDN E1 PRI, ISDN T1 PRI, T1/E1 CAS.

Configuration, Implementation, and Troubleshooting of

Conference Bridge, Transcoder, MTP on voice gateways.

Configuration, Implementation, and Troubleshooting of

Survivable Remote Site Telephony and Call admission control.

Configuration, Implementation, and Troubleshooting of Analog

gateways VG248, VG224, ATA 186, Fax/Modem Devices.

Configuration, Implementation, and Troubleshooting, Upgrading,

Backup and Restore of Cisco Unified Communication Manager

Servers.

Performing configuration change on Call manager, voice

gateways to meet customer requirement

Troubleshoot issues related to IP phone registrations, call

routing issues, CM backup failure issues, MGCP endpoints and

SIP trunks.

Analyzing CUCM traces and fixing the responsibility of the

failure on CUCM Design, configuration/ misconfiguration, CUCM

limitations and bugs.

Analyzing logs from CUBE, H323 gateways, MGCP gateways, SIP

gateways, CME, VG224 etc to find out the root cause of the

issue and fixing it.

Helps the customer in redesigning their network if needed.

Coordinate with the project managers and Network Consultant in

cisco for fixing customers design related issues.

Organization :Orange Business

Services

Designation : Sr. Specialist

(IP Change Management)

Duration : Dec 2005 to

Jan 2011

Company Role

"Orange Business services (formerly Equant)" provides global,

integrated and customized communication infrastructure

solutions to enable the key business processes of their

customers. The communication services provided encompass data

& IP networks, voice, mobility and video and are a key

strategic asset for most large corporations.

It has the world's largest data network in terms of geographic

coverage, spanning 166 countries and territories, 967 cities

and towns with 1,468 POP's worldwide. Operating on a single

platform using Nortel and Cisco technology, the Network offers

a broad range of voice and data solutions to multinationals in

a variety of industries

Responsibilities:

Accountable for the on-time and error-free implementation of

designated VPN.

Troubleshoot live network issues and to resolve them on time.

Executing and Responsible for various projects based on

customer requirement.

Provide expert support to Pre-sales and Project Managers on

VPN change Management requests on case by case basis.

Perform Network equipments (Routers, Switches etc)

configurations (PE, CE etc), activation and acceptance

testing. The operational changes includes implementing

protocols (MPLS, BGP, OSPF, EIGRP & RIP etc.), upgrading IOS,

implementing TACACS, COS, NAS BACKUP, CAS, ISDN, VPDN, L2TP,

BRAS, PPPoE, PPPoA, AAA.

Coordinating with the customer for critical issues and also

with internal requestor for the acceptance testing procedures

for complex VPN changes.

Manage the End-to-End testing with the Customers and Order

Management entities.

Define VPN change acceptance procedures to ensure each change

is 100% successful and

causes no adverse impact to the rest of the VPN.

Suggesting about the hardware (like correct chasis, IOS

feature set, PVDMs, NMs, FXO, FXS, ISDN PRI card) to Service

Delivery Manager, Project Managers and other entities.

Configuring VOIP gateway devices across remote locations of

customers.

Configuring and implementing CME, CUBE and gateways for the

new sites of the customers.

Organization :Convergent

Communication India Pvt. Ltd.

Designation : Network

Engineer

Duration : December

2004 to November 2005

Company Role

Convergent Communications India Pvt. Ltd. (CCIPL) is leading

name in comprehensive LAN / WAN networking solutions in India.

Motorola backs the company, the leaders in corporate modems

and Frame Relay Access Routers, Voice over Frame Relay routers

and Comtec Systems Korea, the leading System Integrator and a

$100M company in Korea. The Company is a business partner of

Motorola Multi service Networking Division for India and SAARC

countries and also for Motorola's Vanguard Managed Solutions

(VMS) for India and ASEAN countries. Besides Wide Area

Networking, it also specializes in Wireless Networking

(WLAN, WMAN) and offers wireless services comprising;

solutions and product development.

Responsibilities:

To handle the network of National Stock Exchange.

Responsible for the installation, configuration and

troubleshooting of Motorola routers and for maintaining

300 lease lines of NSE.

To give support to Business Standard (BS) working on Frame

Relay and using ISDN, Lease lines and Motorola routers.

To give support to Indian Airlines working on Frame Relay and

VoFR and using lease lines, ISDN and Motorola routers.

To give support to Crisil working on Frame Relay and VoFR and

using lease lines, ISDN and Motorola routers.

CERTIFICATIONS Cisco Ceritfied Internetwork Expert - Collaboration (CCIE

# 45516)

Cisco Certificated Network Associate R & S (CCNA R&S)

Cisco Certified Network Professional(CCNP Service Provider)

Cisco Certified Network Professional - Voice (CCNP Voice)

Information Technology Infrastructure Library(ITIL) Foundation

Red Hat Certified System Administrator (RHCSA)

Red Hat Certified Engineer (RHCE)

PERSONAL

INFORMATION Date of Birth 05th 0f Aug. 1980.

Marital Status Married.

Father's Name Mr. A.K. Gupta.

Languages Known Hindi, English.

Sex Male.

Total Experience 9+ years

Current Location Bangalore (India)

Passport J0128588

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