Technical Support Service

SHOEB AHMED

*** ***** *****, *******, ** *****, 678-***-****, *********@*****.***, *****.*****@***********.**

CAREER SUMMARY

IT/Telecom voice/data network system (IN/OCS/CBS/BMP) handle through Network Monitoring Center (NMC) for use in various application nodes provisioning and analyzing technical business process, technical specification for the network applications, identifying and proposing the solutions for an effective customer experience

Customer network application problems handle through Network Operation Center (NOC), provisioning and troubleshooting of subscriber activation, reservation and verification. QA testing for detecting and escalating the alarm fault and outage control.

Outage control system maintains from data center to get alarm from hardware and monitor the system with intelligent network terminal solved Trouble Ticketing or Service Ticketing (Open, in progress and Close) with customer care and sales marketing division.

Data driven real time CDR’s monitoring and testing

Escalate different kinds of SR (Service request) with the requirements of SLA (Service Level Agreement) met and send to R&D for scrutinizing the issues & given feedback to valued customers as their requirements.

Experience in HP QA defect management tracking, Software quality assurance for UAT /functional testing in IT/Telecom industry, test execution, documenting and analyzing test results.

Strong communication and presentation skills and can-do attitude and good team player.

EDUCATION

Gwinnett Technical College, Gwinnett Campus, Lawrenceville, GA 30043

Network Specialist Program -CIS (GPA 3.64) September 2013 to Present

East West University, BD

Bachelor degree in Computer Science (GPA 3.70) December 2003

TECHNICAL EXPERIENCES

Operating Systems: Windows 7,8.0/XP/Vista, Unix/Linux platform (SUSE-V10, Red Hat-V6.0)

Hardware: Server PC, Cisco 3600/2600 L2/L3 series Routers, Cisco 2960/3560 series switches, firewall, Disk array (Huawei S2300E_1), firewall (Huawei E200_1), iManager I2000, Oracle RAC, Raid, SCSI, Modems, Network cards, printer, plotters, scanners and other peripherals and also various cable handle to use telecom closet.

Software: Cisco CLI, SQL, PL/SQL 7.0, VB, Unix Shell Script/control structure/bash file, Perl, XML, ETL, Java (Tomcat-V 5_5_27), Share Point, web banner, HP QC, QTP(Version 9.2/10), SOAP UI, Microsoft office suite (Word, Excel, Access, Visio etc.), Network monitoring application-NetFlow, SysLog.

Networks/Protocols: TCP/IP, T1, EIGRP, OSPF, MPLS, VLAN, STP, DNS, DHCP, POP3, DS3, OC3, FTP, TELNET, METRO/GIG ETHERNET

PROFESSIONAL EXPERIENCES

Partner Tech. Inc. USA (Lawrenceville, GA) April 2015 to present

QA Technical Support Data and Voice (RMA)

Network monitoring and service ticketing or trouble ticketing (open, in progress, close) handle through network center or switching center and resolve alarming system, and coordination with other department and vendors.

Test technical support for both computer hardware equipment and software, update/troubleshooting network application (firmware) in repair basis and handle various data cable to accomplish the technical operations.

Handle wireless terminal through Unix/Linux shell scripting/bash control structure.

Shell variable use for billing identification number processing and change the customer status.

Configure shell scripting use to create different types of data table, debugging and for queries.

Experience in HP QC for QA defect management tracking, Software quality assurance for UAT /functional testing, test execution, documenting and analyzing test results.

Real time CDR’s monitoring and testing for VoIP services.

Monitor utilization of various Convergence Billing System (CBS), Online Charging System (OCS)

Experience extensive work experience in system testing, user acceptance testing (UAT), functional testing, Integration testing.

System analysis and analyzing the integration feasibility of the new products purchases /solutions with the existing system through PL/SQL and DB Oracle.

Maintain the whole network system in LAN/WAN, adding user account for server machine and handle network cabling for telecom cabinet.

Problem solving, tracking bug/defects, and report using bug/defects tracking tools life cycle and HP Quality Center.

Prepare daily/weekly status KPI report and test summery report submit and follow up routing maintain 5S administrative task accomplish.

Square 1 Art (Norcross, GA)

QA Network Data Support October 2014 to March 2015

Monitor traffic signaling and utilization of various and VAS/IVR Network for NGN entities and optimization

Experienced in back-end testing using SQL queries and DB

Experience in web-based and client/server applications

Huawei Technologies (Telecom/IT Vendor) April 2009 to February2013

Engineer- Intelligent Network Core (IN/OCS-Wireless Telecom)

LAN/WAN infrastructure documentation nodes maintain and experienced in CBP mainframe computer for online charging system such as OCS/IN, ATAE, BMP, IVR, USAU, HLR, RAN, VLR, MSC, BTS and BSC for GSM/LTE, NGN Technologies.

Shell variable use for billing identification number processing and change the customer status.

Outage control system maintains from Network Monitoring Center (NMC)/Data center to get alarm from Hardware and monitor the system with intelligent network terminal

Data driven real time CDR’s monitoring and testing

Software diagnostic and Installations/driver update skills consistently solving problems urgently for reputation and for productivity. Complex problem resolution and professionalism.

Escalate different kinds of SR (Service request) with the requirements of SLA (Service Level Agreement) met and send to R&D for scrutinizing the issues & given feedback to the valued customers as their requirements.

Positive energy and can-do attitude and good team player.

Reference available upon request

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