Support Customer Service

SURREN SELVANAYAGAM

* ****** *****, *** ***, Markham, Ont Cell: 647-***-**** Email: ********@*****.***

SUMMAR

Skilled in system integration (SIT), user acceptance (UAT), regression and performance testing (Load Runner) with solid knowledge of the SDLC, driven testing, and data driven testing and a range of diagnostic tools. Proven ability to support and administer a network with using IP Networking and VPN, LAN switching technologies and routing protocols such as OSPF and BGP. Excellent network troubleshooting experience with Cisco routers, switches and Cisco firewall products demonstrating skills in configuring Cisco routers, switches and firewalls while providing outstanding user support.

An excellent team player with the ability to manage and document multiple tasks based on strong understanding of technology related to private networks, associated support systems, and network technologies. Strong written and verbal communication skills and ability to learn new technologies quickly. Ability to work well under pressure with a keen interest in keeping up to date with technology through self-directed activities and by taking additional training as required.

WINDOW 7 MIGRATION March, 2015 – November 2015

Royal Bank of Canada

Next Day Support (NDS)

DSS Tier2 Command center help Desk

Confirming that users profile and settings have successfully migrated (user data, MS office preferences, IE favorites, default printer settings, etc.)

Confirming connectivity to existing document stores have successfully migrated

Confirming all custom templates and tool bars have loaded correctly

Troubleshoot and providing network, server, printer and workstation support

Changes to configuration files such as; in files, registry entries, etc.

Provide Customer service on side and through the command center

Make sure all the necessary apps are up and running

Give the user Basic OS training.

TECHNICAL EXPERIENCE

CISNET INC., Mississauga, ON 2011 January – December 2014

Network Support / Information Technology Support Specialist

Utilized specialized technical skills in the areas of computer hardware, software and support, to provide users with support

Setup and configure HP servers, over 200 Cisco routers and switches and over 500 computers, also monitor and maintain network and system operability

Help users to work effectively with complex hardware, software, networks, websites and other sophisticated tools by providing guidance and support

Design, install, configure, troubleshoot and manage components of computer systems and networks (LAN, WLAN)

Configure system specifications to meet user needs and provide skillful support and effective communication for one-time resolution of technical issues

Perform system administration including Microsoft Windows OS, configuration, and troubleshooting

Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.

Substantially increased security and performance of system by initiating installation of new antivirus software and critical operating system update.

Network Management Services

Help effectively with complex hardware, software, networks, websites, POS and other sophisticated tools by providing guidance and support

Setup and configure servers, Cisco routers and switches and computers, also monitor and maintain network and system operability

Created and managed troubleshooting independently and provide effective solutions

Monthly and weekly regular maintenances in person or over the phone

Reduce user callback rate by 20% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.

Installing and upgrading more than 500 new Dell workstations and Laptops

Configured MS Office Suite and Windows XP/7 Operating System

Provided on-site support for more than 10 locations per day

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The project involves the analysis, design and development of WAN infrastructure and also provision of network management tools, capable of monitoring and managing all network hardware and Cisco routers.

Responsibilities as a support engineer, Responsible for maintaining and managing the WAN environment and Network Monitoring Tools: EMC Ionix and CA NetVoyant

APPLIA-IT Inc. Toronto, ON 2008 December 2011, janavery

Network Support / Information Technology Support Specialist

Monitored and maintained network and system operability. Implemented, maintained, and troubleshot LAN, WLAN.

Installed and configured system specifications to meet user needs. Provided skillful support and effective communication for one-time resolution of technical issues.

Performed system administration including Microsoft Windows OS, configuration, and troubleshooting.

Leading the 22 member’s team from Offshore.

Responsible for Resource Management.

Preparing the decks and attending the Weekly/Monthly meeting.

Analysis and implementing the Service Improvement Plans (SIP)

Coordinating with SME’s for new Rollouts and resource allocations.

Coordinator for Tools Migration activity.

Coordination with Vendor management for service levels.

Touch base with each Vendor in monthly basis.

Preparing, Updating and maintaining standard operation documents, run book and Service Improvement plan document and network diagrams

Generating Reports as per the requirement.

EDUCATION & PROFESSIONAL DEVELOPMENT CISNET, Toronto, Ontario

CCIE (CCIE COLLABORATION) PASS written

Process of completing MCITP Server Certification

A+ Certified Technician 2013

Cisco Certified Network Professional (CCNP), 2013

Cisco Certified Network Associate (CCNA), 2012

KENNEDY COLLEGE OF TECHNOLOGY, Toronto, Ontario 2008

Advanced Software Quality Assurance Certification

Seneca College

Computer Networking and Technical Support 2010

MOTHER TERESA CATHOLIC SECONDARY SCHOOL, Toronto, ON 1998

Ontario Secondary School Diploma

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SELECTED AREAS OF SKILLS, KNOWLEDGE AND EXPERIENCE

Able to plan, implement, verify and troubleshoot local and wide-area enterprise networks and work collaboratively with specialists on advanced security, voice, wireless and video solutions

Install, troubleshoot and monitor network devices to maintain integrity, confidentiality and availability of data and devices to meet organizational needs

Mitigate security threats, apply wireless networking skills, including the use of protocols such as: IP, Enhanced Interior Gateway Routing Protocol (EIGRP), Serial Line Interface Protocol Frame Relay, Routing Information Protocol Version 2 (RIPv2),VLANs, Ethernet, access control lists (ACLs).

Routers: Cisco 6500,4500,3500,3750 & 2900. Protocols: STP, OSPF,BGP, MPLS, Multicasting and IPv6, SIP. Tools: Tools EMC SMARTS, NetQos, HPNA, and Prognosis.

Software quality assurance covering software design, testing and configuration, as well as project management

Programming to solve real world problems by automating processes, building new applications, and expanding existing functions as well as data modelling, spatial analyses, and the inferences that arise in addressing practical problems

The standards and tools used in modern quality assurance departments, including various quality principles, standards, tools and specifications, models and philosophies

Apply statistical methods to control processes and ensure quality output, including sampling, process variation, analysis of variance (ANOVA), and various other statistical techniques

Undertake a leadership role and handle the associated responsibilities with a team approach to management

Maintaining effective communications in the internal and external business environment by building trust, and good working relationships

TECHNICAL SKILLS:

Cisco Routers: 2600, 2900, 3600, 3800, 7200 and 7600

Cisco L2 & L3 Switches: 2900, 3560, 3750, 4500, 4900, 6500, Nexus 5K/7K

LAN Technologies: Ethernet, Fast Ethernet, and Gigabit Ethernet, SMTP, VLAN, Inter-VLAN Routing, VTP, STP, RSTP, Light weight access point, WLC.

WAN Technologies: Frame Relay, PPP, HDLC, (E1/T1/E3T3), DS3, OC192.

Network Security: Cisco ASA, ACL, IPSEC, Juniper SRX.

OS products/Services: DNS, DHCP, Windows (2000/2003/2008, XP), UNIX, LINUX.

Routing Protocols: RIP v1/v2, OSPF, EIGRP, BGP, PBR, Route Filtering, Redistribution, Summarization, and Static Routing.

Gateway Load Balancing: HSRP, VRRP, GLBP

Various Features / Services: IOS and Features, IRDP, NAT, SNMP, SYSLOG, NTP, DHCP, CDP, TFTP and FTP.

Network Management Tools: Wireshark, Netflow Analyzer, Cisco Works, Ethereal, SNMP, HP open view, Ethereal

Security Server Protocols:TACACS+, RADIUS

Facilities: DS0, DS1, DS3, OCX, T1/T3

Load Balancers: Cisco CSM, F5 Networks (Big-IP) LTM 8900, Cisco ACE 4710.

Operating Systems: Windows (98, ME, 2000, XP, Server 2003/2008, Vista, Windows 7), Linux

Collaboration, Voice and Video:

H.323 and Mgcp Networks

Video Conferencing Protocols

Audio: G.711, G.722.1,

Video: H.264, g722-64, codec ilbc

Data: H.239, T.120

Cucm 9.0 /cuc/ Cisco uccx/ cups, jabber client

COMPUTER SKILLS

Databases: MS SQL Server, MS Access

Object Oriented Programming: Analysis, design, development and testing

Programming / Scripting languages: VB, C, Perl

OS: Windows NT/2000/XP

Applications/Packages: MS Office

Hardware: CISCO 29xx, 3500x, 2800x, Dell and IBM Servers

REFERENCES

Available upon request

Contact this candidate