Customer Management

Azharuddin Kazi

Mobile: 047*******

Email: **********.****@*****.***

Location: Sydney ( Australia )

Professional Profile

Career Objective:

Team oriented, deadline driven and quality focused Network Professional

w ith demonstrated strengths and proven capabilities for working within

an engineering role. Utilizing distinctive attention to detail, proficient

communication and interpersonal skills, rapid learning style and proven

ability to adapt well to change, my ambition is to join an organization that

p rovide fur ther opportunity within a fast growing industry .

SUM MARY:

• A Network Professional with 7+ years of experience.

C CNA - C isco certified network associate - (CSCO11530871 )

• CCNP – 2 Paper Cleared (ROUTE & SWITCH).

• Have also completed IT I L t raining and certification (level 2) .

• Good understanding of TCP/IP Protocols.

• Proficiency in Routing Protocols like OSPF, EIGRP, RIP, BGP.

• Proficiency in Switching Protocols STP, VTP, HSRP, Switch Configuration

• Efficiently running health check which includes but not limited to Routing,

Switching, Performance management.

Basics of Riverbed Technology. Riverbed Series 250M, 250L, 550.

• Have Configured & Utilized for Performance management / WAN

OPTIM IZATION.

• Have replaced the Riverbed devices such as Riverbed of Series 250 & 550 series

P rofessional Work Experience:

Working with W ipro Technologies as Networking Engineer since Sept 2007.

A ) Client: Telstra Corporation LTD (Sydney)

1) Project name: C BA NOC ( February 2012- cur rent date)

Job Designation: CBA NOC L2 Engineer.

M ain Responsibilities:

1) Working with Telstra for Commonwealth Bank of Australia and managing all L2 Activities of

Network.

2) Responsible for fi rst line diagnostics and remote t roubleshooting of faults for global data clients

by telnet/SSH onto the various network devices like routers/switches/firewalls etc..

3) Recording the fault on fault management system – Remedy ARSystem. Also ensuring all ticket

p rogress is accurately recorded, accurate fault history maintained, all changes made to device

configuration and diagnostics of network devices are fully documented in the remedy t icket which is

consistent with IT I L standards.

4) Proactive “Spotting” (monitoring) of faults for sites hard down, sites on backup, interfaces down,

h igh utilization, high CPU, hardware issues, etc. using SMNP based system

5) Usage of various tools like Netcool, HPNA, BMC Remedy, Infovista 5view, CACTI etc.

6) Co-ordinate with the client regarding network problems faced by them. Ensure the client is

p roactively informed of t icket progress in line with defined notification SLA’s.

7)LAN/WAN Diagnostic & CE Configuration : This includes handling t ickets generated for

t roubleshooting of customer's Network issues like Routing Issues, Backup Issues, and BGP issues.

Worked on following WAN Technologies to connect customer N/W's. PSTN.ADSL – Troubleshooting

& D iagnosing the root Cause of the issue faced by the customers.

8) Managing Bank Data & Voice Network.

DATA Part:

- Site Down, Branch Down, BGP issue, BDSL / ADSL / PSTN / Car rier issue

- Power issue

- L atency Issue

- Slow Response

- I nternet / other Connectivity issue

VOICE Part:

Working Knowledge of Translation Patterns, Route Groups, Route List, Route Fil ters, CSS.

Configuration of CISCO 7945, 7965, 7975 IP phones and device profiles.

Adding/Importing users, reset password, Reset MW I, alternate extensions, notification devices on

U nity connection.

Phone registration issues. Factory reset of Cisco IP phone (If needed)

• Change Management & Configuration : This process is about to change in

t he configuration of customer's routers as per Customer's request (E.g.

A dding/Advertising routes, Change in Configurations, Changing routes to ISP).

Router/ Switch configuration.

• Service Request management: As part of NOC, we have to full fill the

Service request for Port Activation, new user addition, User Movement, Phone

P rovision / Addition on CUCM, Server Commissioning / Decommissioning.

• P roactive Management : This Process includes proactively monitoring the

customer's network as per alarms generated in Omnibus. This includes

monitoring of L ink, In terfaces and generating Tickets accordingly.

2) Project name: T elstra I P assurance (April 2010 to February - 2012 )

Responsibilities:

1) First and Second level of network support on CISCO, NORTEL, ACT routers and

Switches.

2) Working in Network Operational Centre environment, Supporting and monitoring

I T infrastructure

3) Working on HP open view, Netcool, SIIAM, and Remedy for incident management.

4) Monitoring alarm for different kind of routers, switches, servers and other

network devices.

5) Network t raffic management and monitoring the performance of Links.

B) Client: B ritish Telecommunication, BT

P roject name: N WS fault management

Client British Telecommunications (BT)

Period December, 2007 – Feb 2010

Responsibiliti 1) To proactively monitor and manage the

es entire network core infrastructure including

supporting any other components of the

network that enables network related

issues.

2) To effectively maintain the SLA with

various stakeholders including relevant

service providers, 3rd party, partners and

customer alike.

3) To maintain network stability and

availabili ty while operating within the

shifts.

4) Dispatching field Engineers to site and

co-op with BT Engineers to resolve fault on

customer premises while maintaining SLAs.

6) To Support enterprise networks, both

L AN and WAN.

Expertise in below Sub-functions:

1. LAN/WAN Diagnostic & CE Configuration: T his includes handling tickets

generated for troubleshooting of customer's Network issues l ike Routing Issues, Backup

Issues, and BGP issues. BT has following WAN Technologies to connect customer N /W's.

A TM, Frame Relay, ISDN, PSTN.ADSL – Troubleshooting this WAN Link. Diagnosing the

root Cause of the issue faced by the customers who are BT Managed

2. Change Management & Configuration: T his process is about to change in the

configuration of Customer's Router's as per Customer's request (E.g. Adding /Advertising

routes, Change in Configurations, Changing routes to ISP).

3. Field Dispatch & Control: T his Process is to make arrangement, follow-up and help

F ield Engineer to troubleshoot Customer Router.

4. Proactive Management: T his Process includes proactively monitoring the customer's

network as per alarms generated in Omnibus. This includes monitoring of Link, Interfaces

and generating Tickets accordingly.

P roven Capabilities:

H igh level customer relationship management skills, with a proven conflict

resolutions skills

Strong willingness to develop and acquire changes to improve.

Excellent wri t ten and verbal communication skills.

Capacity to work under pressure and reschedule and prioritise workload on a daily

basis.

An enthusiasm for maintaining control over a number of tasks at any one t ime

An awareness and willingness that I have much more to learn, in addition to my very

useful knowledge.

Well-developed diagnostic skills and problem solving capabilit ies.

Personal Details:

D ate of birth : 2nd A pril 1985

Gender : Male

Ma r ital status: M ar r ied

Nationality: I ndian

Hobbies: P laying and watching Cricket, listening to music.

Passport Number: - G5158210

P lease note: Have valid visa Work Permit (457) for 4 years to work in Australia

u ntil Feb 2018.

Personal skills:

Confident, Charismatic, Enthusiastic, Adaptable, Zealous, Team Player, Ambitious,

Dynamic, Energetic and Self-motivated.

DECLARAT ION:

I hereby declare that the above mentioned information is t rue to the best of my

k nowledge.

AZ

HARU D D I N KAZ I

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