Technical Support Manager

Sid Dua, MEng, B.Eng.

** ****** *****, **********, **, L4H 0E3 +1-647-***-**** ***********@*****.***

SUMMARY

8+ years of experience in IP Networking field with hands on experience of implementing multi-vendor, multi-service networking system from planning, design, migration, installation, configuration and maintenance

2+ years of experience in diverse telecom industry ranging from telecom equipment installation maintenance, configuration, signalling, STP, MTP,VOIP,SIP

In-depth understanding of LAN, WAN, Internetwork [i.e. Layer 2/3 & 4] protocols and standards, Campus design methodology, Network cost and scalability, Network Capacity Planning, Network Simulation design for performance analysis

Experience in data and voice network which includes planning, designing, implementing, and troubleshooting in multi-protocol environment

Experience with Cisco//Lucent/Nortel and other networking peripherals

Good organization skills, capable of effectively balancing multiple responsibilities, demonstrated ability to work in a fast paced environment with minimal supervision and creative problem solving skills for complex, analytical, and high profile issues

WORK EXPERINECE

Technology Consultant June 2014 -Present

TELUS Communications

Responsible for Maintenance, Support, Trouble Resolution, Root Cause Analysis and SLA maintenance for enterprise LAN and WAN environment

Plan and manage multiple layer Juniper Ex4200 switch stacks in a large enterprise environment. Creation of multiple trunks and voice and data VLANS

Design and coordinate procedures for upgrading legacy devices to latest emerging technologies

Manage daily SLA compliance and routine break-fix operations duties

Maintain troubleshoot complex Websense, F5 BIG IP GTM, APM, LTM related issues

Provide tier 2/3 support for Juniper, Cisco, Nortel devices

Support Voice infrastructure including Cisco Unified Communication Manager(CUCM),Cisco Unity and Cisco Contact Centre

Maintain and Support network equipment including Cisco Routers,Switches, ASA and Nexus 7K & 5K

Support enterprise Cisco wireless network including wireless controllers, access points and Cisco Prime

Provide support for Riverbed Wan Accelerator including interceptor and steelheads

Network Engineer

University of Toronto June 2013 –June 2014

Manage Wired and Wireless network of UFT Scarborough campus

Hands on experience with Meru Wireless Controller 4200 series, Meru 320,332 AP

Hands on experience with Nexus 7K,Cisco 6500,Cisco 4400 Catalyst Switches

Troubleshoot layer 2 and layer 3 routing issues

Configure,troubleshoot Free Radius, Packet fence related issues

Hands on Experience with network management tools Zenoss,Proteus,Net Disco

Experience with Wireshark, Unix commands, Radius logs

Troubleshoot DNS, DHCP related issues

Network Specialist II Jan 2012 – June 2013

Telus Contractor Deployed at Suncor Energy

Responsible for Maintenance, Support, Trouble Resolution, Root Cause Analysis and SLA maintenance for large, enterprise LAN and WAN environment

Provided technical support for intra domain and inter domain multicast and nicest routing issues, IOS bugs, and fault tolerance issues

Hands on Experience with DNS, DHCP protocols

Manage daily SLA compliance and routine break-fix duties in addition to developing and managing projects to enhance & expand the network, including cost analysis, detailed design, project planning, implementation, detailed documentation and cross-training of peers

Implement and configure of all network components of the Suncor Local area networks

Plan, install, and manage multiple layer Juniper Ex4200 switch stacks in a large enterprise environment. Creation of multiple trunks and voice and data VLANS

Experience and working knowledge with Cisco GSR, Cisco 7200a VXR and Cisco 7600 series routers

Research and program complex extended and standard access control lists on core routers and switches

Install, maintain and support all network equipment including Cisco ISR, Cisco Catalyst switches, ASA, WLC, F5,Juniper, Avaya, Proxim Wireless Radios

Installed,Upgrade Big IP F5 load balancers 1600,3600,3900

Maintain troubleshoot complex Websense, F5 BIG IP GTM, APM, LTM related issues

Configure routing, access-list, NAT, and VPN on the context firewalls using ASDM or CSM

Deploy wireless APs on Wireless LAN through Cisco WiSM controller module

Everyday management of user to switch access via port security and VLAN, configuration on multiple 2900, 3500 and 4000, Procurve 2848, 2510, Juniper Ex4200, Ex2200

Upgrade, Configure, Deploy Juniper Ex4200, Ex2200 switches

Support Engineer (Contract) July 2011- Jan 2012

Bluecoat Systems Canada

Troubleshooting complex network related issues using Wireshark to analyze packet traces

In depth knowledge of OSI model & protocols TCP, HTTP, SSL, FTP, CIFS, DNS, WCCP, ARP, IP, WCCP, HSRP, and networking hardware like proxy, firewalls, load balancers, routers, switches and etc

Manage tickets using Siebel CRM tool

Provide direct technical support to internal and external customers and partners

Work with case management tools providing case monitoring, status updates, documentation, notification, and customer communication

Communicate to team members and management any factors affecting quality and/or service levels

Work as a team member at all levels within the Technical Support group to bring expert knowledge related to the product or its application, or in the product support capacity as required

http://www.linkedin.com/profile/view?id=40720656&authType=NAME_SEARCH&authToken=Pcg4&locale=en_US&srchid=ee0c64a5-91a7-4723-a0f7-e869a0a833e9-0&srchindex=1&srchtotal=1&goback=%2Efps_PBCK_ted+kircos_*1_*1_*1_*1_*1_*1_*2_*1_Y_*1_*1_*1_false_1_R_true_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2&pvs=ps&trk=pp_profile_name_link

Network Designer

Sasktel,Canada

Analyze clients communication technology (IT) and business needs, designs, prices and provision cost-effective innovative solutions that meet the client’s current and future business needs

Deployed Voice over IP solution for various customers,each with distinct requirements including but not limited to Cisco Communication Manager centralized cluster with remote sites running SRST functionality

Executed several implementations of Cisco data and Voice Networks

Designed,tested and implemented cost effective customized Voice solutions for clients including full and fractional T1 circuits

Integrated Cisco Contact Center express with Cisco Unified Communication Manager

Demonstrated through understanding of Voice Gateways (H323,MGCP ),protocols (H323,SIP and MGCP

Responsible for the conceptual design and optimization of customer’s networks

Provide high level of communications and information technology support, including voice, data, LAN, video and I/P cable networks to sales teams, support groups, operations personnel and clients

Provide technical expertise in the implementation of new and emerging technologies, including the completion of wide-area, local-area network and voice applications analysis

Provide leadership and input in the development of new products and services, analyzes and indentifies any products and services, analyzes and identifies any required enhancements, modifications or deletions

Identify new opportunities to Product Management and Engineering Departments

Research and keep abreast of new emerging and evolving services, technologies and communication industry trends

Network Specialist Sep 2007 – Sep 2009

Telus Communications Canada

Responsible to troubleshoot Centrex, UCD, IVR,ISDN

Resolved all PRI related issues using D Channel debug

Tested and troubleshoot T1 circuits

Troubleshoot programming errors (translation, features) on T1(PRI), ISDN, phone lines (Centrex)

Tier – 2 technical support for major customers (banks, governments)

Support VM platform & long distance for major customers

Dispatch unresolved network alarms/issues in a timely manner to the appropriate group as required

Monitored and analyzed alarm status of all network elements nationally using the provided network management tools

Supported and troubleshoot Customer networks consisting Customer Premises Equipment and Backbone network elements like Nortel PBX, Cisco Call Manager

Worked closely with Translations, Activations and NOC to adequately test and resolve Telecom issues such as call routing,911 issues. Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution

Network Analyst Oct 2005 – Sep 2007

Primus Telecommunications Canada, Toronto

Supported clients with troubleshooting for different VOIP/HPBX issues

Provided Tier 2 Support for Cisco Routers (2600,3600,800),Switches (3750,2960,3560)

Provided Tier 2 support for Cisco ASA 5500 Series

Manage tickets using Remedy ticketing tool

Troubleshoot DNS, DHCP related network issues

Hands on experience with Unix Commands

Support and troubleshoot Customer networks consisting Customer Premises Equipment and Backbone network elements like Nortel PBX, Cisco Call Manager

Troubleshoot programming errors (translation, features) on T1(PRI), ISDN

Tracking of problems relating to Routing of calls, Analysis of Congestion in links and their PCM analysis. (Signaling)

Provided a high level 2 ADSL, SDSL, LAN extensions and T1 support to Primus Canada customers

Technical Support Engineer Jan 2005 - Oct 2005

D-Link Networks Canada, Toronto

Provided technical support for wireless routers, Ethernet routers, VOIP routers, wireless modems and Ethernet modems

Troubleshoot DNS, DHCP related network issues

Assisted with technical issues in regards to USB switches & hubs, wireless range extenders, wireless access points, wireless camera servers, Print Servers, PCI cards, wireless gateways and DHCP clients

EDUCATION

Juniper Network Certified Associate (JNCIA) Dec 2012

Cisco Certified Network Associate (Voice) Jan 2011

Avaya IP Office advanced training Aug 2010

Cisco Certified Network Associate (CCNA) June 2008

Cisco Certified Network Professional (Firewall) June 2014

Cisco Certified Network Professional (Routing) June 2015

Cisco Certified Network Associate (Wireless) Sep 2015

Masters in Engineering (Internetworking) June 2010

Dalhousie University Halifax (GPA 4.0)

Program Highlights

This is an intensive hands-on program with the following highlights

Introduction to Computer Networks : Explore the structure, goals, services and problems of computer networks

L1 and L2 Standards & Protocols :Cover L1 & L2 layers of data communications networks with a review of basic digital communication theory

Telecommunication & Wide-Area Networks: T1,SONET,SS7,Q931,DWDM,ATM

Internet Communication Protocols : In depth analysis of TCP/IP

Network Architecture: Cover the design of network architecture protocols, placement of servers & monitors, firewalls. bridging, routing, and encapsulation

Network Security : Access lists,Cryptographic Techniques (IPSEC, 3DES,RSA, Diffie Hellman, PGP, Dual Signature,Digital Signature,IKE) & Firewalls

Mathematics for Internetworking :Review of Probability and Statistics, data collection, distribution fitting, stochastic processes and queuing systems

Real-time Programming : Real-time programming for Internetworking with hands on trace and development of existing RTOS emulation software

Emerging Technologies :MPLS, WiMAX, 802.11b/g,802.16d/e, SAN, NAS, QOS, IPTV

Bachelor of Electronics and Telecommunications Aug 2004 M.D University India

HIGHLIGHTS OF QUALIFICATIONS

Outstanding networking knowledge and experience with the following:

oTCP/IP Protocol Suite and OSI Model

oMulticasting : Dense, Sparse, SSM, ASM

oProtocols: IP, ICMP, ARP, RARP, DNS,DHCP, UDP and many more

oRouting Protocols: IGP (RIP, IGRP, EIGRP, OSPF), BGP,IS-IS, RIPv1 and RIPv2

oWAN Access Technologies: PPP, HDLC, ISDN, DSL, ATM, MPLS, Frame Relay

oLAN Technologies: Ethernet, FDDI and Token Ring

oNAT operations, Catalyst switch operations, VLANs and Interconnecting WANs

oVOIP Protocols: SIP, MGCP, H.323 and SCCP

oVOIP Devices: Gateway, Gatekeeper, Call Manager, IPCC and SRST

oVOIP QOS Techniques: Classification and Marking, Shaping and Policing, Congestion Management and Queuing

Excellent knowledge and skills within the telecommunications field including:

oCDMA, TDMA, GSM/GPRS,UMTS,SS7 and FDMA

oIR communication, IF communication, Bluetooth, Low speed and High speed WLAN/Security, SWAP, Fixed Wireless and WAP

oKnowledge of the principles and unique techniques of microwaves employed in the telecommunication field as well as the selection of suitable waveguides and matching of discontinuities

oStrong working knowledge of switching (switches : DMS 100 – 500, GTD5, 5 ESS), transport, access and switching technologies (digital and analog switching, SONET/SDH, IP, T1, xDSL, Centex and POTS)

oHands on experience with VM platforms (Octels, UTStarcom)

Contact this candidate