Technical Support Customer Service

Summary

CCNP certified Network Support Analyst having 5 years’ experience with a methodical and analytical approach to implement and maintain networking protocols, install operating systems and resolving problems. Possessing a proven ability to developing polices & procedures covering network infrastructure design, build, testing, implementation, support. Having excellent communication skills and ability to prioritize key issues.

Certifications

Juniper Network Certified Internet Associate Sep 2016

Cisco Certified Network Professional Routing & Switching Jan 2016

Cisco Certified Network Associate Jun 2015

Oracle Certified Solaris Administrator Part I May 2013

Oracle Certified Solaris Administrator Part II Jul 2013

Technical Expertise

Operating Systems: Windows 2008R2 and 2012, Linux, Solaris 10

Databases/Network Monitoring tools: Sybase, MySql/Wireshark

Security: McAfee firewall, Snort, IDS/IPS, Radius, TACACS+, SSL, encryption, PKI, IKE, Certificates

Networking Protocols: NFS, SMTP, HTTP, BGP, DHCP, DNS, TCP/IP, IPSEC, OSPF, HSRP, VRRP

Routers/Switches: Cisco 3845, 3925 routers, Cisco 3560, 3550, 2950 switches, Nexus 7k, 5k

VMware: VSphere 6.0, vMotion, HA, DRS

Network Management: Cacti, HP Open-View, Whats-up Gold, Citrix Client/Server, Nagios, Cisco works 3.2, Broadband Remote Access Server, PRTG, CRM (Salesforce)

Wireless: WLAN Controllers Version 7.0.116.0, Cisco 1261N Access point, Sniffer machines for Traffic Analysis

Professional Experience

Xplornet Communications Inc July 2016 – Present

Technical Support Specialist

Responsible for the monitoring, analysis, and break-fix management of the enterprise network infrastructure, which is comprised of local and remote business offices, servers, routers, switches, and associated support equipment.

Respond via phone to analyze technical issues and determine / execute corrective action plan to resolve.

Manage and document customer communications in sales Salesforce

Execute timely and accurate root cause corrective actions to identified network effecting issues.

Provide ownership of case through closure.

Ericsson Global India Pvt. Ltd, India Oct 2011-Jul 2014

World-leading provider of telecommunications equipment and services to mobile & fixed network operators. Global Company working across borders in 175 countries. 116,281 employees worldwide.

Level 2 Senior Engineer, Project: Airtel West Africa

Provided Service Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)

Worked at the client headquarters in order to collaborate with their internal I.T. team regarding effective technical problem resolution and improved customer care.

Provided an outstanding customer service and technical support experience overall, eventually resulting in the client renewing their extensive managed services contract for an additional two years.

Managed escalations for critical issues and provided resolutions during critical service outages while coordinated with Level 3 support and performed root cause analysis on reported outages.

Performed value addition activities such as training/mentoring, implementation of best practices, Knowledge sharing and Knowledge base review and management through effective & timely documentation.

Resolved all tickets/incidents and escalations in adherence to SLA timelines and security guidelines.

Ensured positive customer feedback and satisfaction through calls/discussion to ensure correct resolutions.

Performed data backups and disaster recovery operations through Veritas NetBackup tool and Customized Ericsson backup tool.

First escalation point for all issues and events presented by team.

Successfully stepped-up the level of technical support and customer care by being personally available to the client on a 24x7 on-call basis to address all major issues and concerns, which included building an excellent rapport with the clients' corporate management team, and in-store management and staff.

Facilitated the CAB meetings, relational integration with other IT processes and teams(Incident, Problem, Configuration Management)

IDS Infotech Limited, India Mar 2010-Oct 2011

From the US to Europe to the foothills of the Indian Himalayas, 5000 employees, Engineering design, Healthcare, Content Management & Publishing, Legal & IT Services.

Technical Support Engineer

Project - Snapgear UTM Firewall, McAfee Email Gateway (MEG) and McAfee Quarantine

Provided technical support and maintenance for complex environments compromised of enterprise-class security services.

Implemented security policies using ACL, IPSEC, SSL, VPN, IPS/IDS.

Follow up on technical cases including proper escalation and management of the case until case closure.

Provided Customer education where needed due to gaps in networking, product knowledge.

Reproduction of customer environment on lab equipment worked with L3 support to isolate and solved problems.

Education

Masters in Internetworking (Dalhousie University), Halifax 2014-2016

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