Customer Support Network Security

Hasan Mahmud

** ********** ******, ********, **, CANADA.

Contact :647-***-****, Email :********@*****.***

OBJECTIVE:

Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company by continuous updating cutting edge technology like Cloud, Automation and DevOps.

TECHNICAL AND COMMUNICATION SKILLS

Hands on experience on implementing routing protocols (RIP, EIGRP,OSP ), on Cisco routers. Operational knowledge and experience in configuring and troubleshooting of Cisco 2600 / 2800 / 3600 / 3700 / 7200 / 7500 series routers.

Practical experience on provisioning protocols like STP, MST, VTP, DTP, MPLS, 802.1q, Ether- channel, Multilayer switching, Router redundancy in multilayer switching and port security on Cisco 2900/ 3500 /5000/ 6500 / MDS 9216 series switches.

Hands on expertise in network security technologies, Cisco PIX/ASA, IPS/IDS, IPSec, VPN, NAT/PAT, ACLs and AAA server, Radius Servers, RSA, Cryptography

Adequate Expertise in DNS, DHCP, Active Directory, Domain Controller in Windows 2003/Windows 2008 server and Linux Server environment.

Applied knowledge of implementing Cisco VoIP technologies like QoS, Traffic shaping Voice interface configuration, Voice dial-peer configuration, voice signaling and call control protocol( H.323, SIP, MGCP),

Day to day customer support thought ticketing system for users problems identification, analyze, resolve and graceful delivery and follow up.

Highly energetic and take ownership and also passionate of making bridge between client and my company.

Work Experience

Cisco voice engineer

Servion global solution (Texas children Hospital) December 2022 to present

Experience in Cisco call manager, Cisco unity connection,CIPC,Calabrio call recoding, UCCE administration

Manages enterprise IP PBX telephone system, enterprise voice system, its peripheral equipment, related voice applications.

Extensive knowledge of call delivery over the WAN, SIP trunking, voice mail,, call detail recording and remote administration.

Plans and executes changes to systems and network through hands-on programming and coordination with multiple vendors.

Plans and executes the programming required to support local and remote office locations and their effect on the telephone system.

Familiar with cloud-based telephony systems and migration strategies.

Manages relations with primary and secondary technical PBX/ network support vendors at all office locations. Coordinates and supervises service provided by vendors.

Works closely with other IT groups to maintain and adjust network requirements in a shared infrastructure environment

IP Planner November 2021 to September 2022

Core technology planning

Rogers communication

Participate in the development of architectural design of new features and enhancements pertaining to IP Network, Voice Network & SIP Peering

Develop and produce Engineering Planning Specifications for IP Network, Voice Network plan for support the defined services, to augment Network capacity or to deliver changes to Network architecture

Represent the department by coordinating with peer departments such as Product Development, other planning groups, Implementation, IT, and Network Operations to ensure effective planning and efficient implementation and hand-over between departments

Accurately determine capital and operating expenses, and obtain required approval for budget funding. Manage spending to budget and manage cost overrun issues pertaining to IP Network, Voice Network & SIP Peering.

Provide regular project status and issues for escalation to drive project completion timelines.

Analyzed network growth rate in different platform and settled capacity threshold based on the company redundancy strategy

Network specialist II

TELUS NI,VOICE & ACCESS February 2021 to November 2021

Solutions and detailed technical designs and implementations primarily using Cisco Platform

Fulfillment of network ICR's, Frontdoor requests, and large projects within specified timelines and to specified budgets.

Proactive network performance analysis and repair required to eliminate the root cause of network failures.

Internetworking design, implementation and troubleshooting of Cisco LAN/WAN environments (access & high-end routers, LAN switches and Cisco IOS / IOS XR / technologies).

TCP/IP expertise (addressing, DNS, DHCP, NAT, dynamic routing protocols).

Experience in Nuremedy, Netcool, Orion, IPAM, Automated ITSM service handling (Smart-IT), Garibaldi(MOP)web tool and Appian Process for DECOM .

Experience in the CORE Cisco VOIP products: Cisco Unified Communication Manager

(CUCM), Cisco Unified Presence Server Integration (CUPS), and cisco unity connection. RTMT tool, Softphone tool cisco voice gateway configuration and implementation and verification.

Network Expert

Activo INC - Toronto, ON August 2019 to April 2020

Provides input into the development of documentation of configuration and network changes made

Integrates components (servers, switches, routers, physical cabling) supplied by multiple vendors into a single unified network

Experience in Microsoft VISIO and other documentation tools

Resolves Tier 2 localized high impact network problems. Escalates complex network connectivity issues to vendors or Tier 3 as required

Acts as technical project leader for medium to large size technical projects (backbone upgrades, firmware upgrades)

Routing, Switching, Firewall, WAN, LAN, Wireless Experience with Cisco 3800, 3650,3750 Switches, and 1900, 4000 series Routers.

Integrates components (servers, switches, routers, physical cabling) supplied by multiple vendors into a single unified network

Deployment of HP 2610,2620 series switches,

Troubleshooting of complex LAN/WAN infrastructure, including routing protocols EIGRP, OSPF

Working on various scanning and Sniffing tools like Ethereal, pentest and security tools.

Working on ASA (5505) Firewalls, Implementing security policies using ACL, Firewall, IPSEC,

SSL, VPN, IPS/IDS, AAA Dealt with monitoring tools like network packet capture tools like

Wire-shark, etc.

Configured IP Address and Layer3 VLAN Interface, Deployed Gateway High Availability using

HSRP Protocol

Experience in the CORE Cisco VOIP products: Cisco Unified Communication Manager

(CUCM), Cisco Unified Presence Server Integration (CUPS),

Provide 24/7 after hours on-call support for all customers on a rotation basis with the overall

network group.

Install,maintain and trouble shoot ICM/UCCX call flows, mentoring for agents. Reporting

Maintenance and troubleshooting with LAN, WAN and SIP(CUBE )interconnections supporting call failover

Advanced understanding of High Availability and Virtual infrastructure concepts and implementation mainly SRST

Cisco Hybrid webex deployment, Hybrid call service, calendar service, Webex application, video conference rooms, Control Hub, Cisco Expressways, Video Mesh, DX, RoomKits,expressway E and C installation and configuration

Cisco Collaboration Engineer

Voicebootcamp INC - Toronto, ON June 2018 to July 2019

Perform risk analysis to identify IT security issues and remediation plans, Identify and or mitigate operational risks where appropriate

Participated in deploying Data Center on dual Cisco 6509 L3 Router on multilayer switch

Upgraded Core to 10GB Network Connectivity with fully redundant path, Configured IP Address and Layer3 VLAN Interface, Deployed Gateway High Availability using HSRP Protocol

Interconnected HP C7000 Blade Chassis with dual network uplink to Cisco 6509, Configured HP C7000 Proliant BL460C Server with Cisco 6509 using HP Virtual Connect .

Installed / configured Vmware ESXi 6.5 on HP Blade Server with dual network connectivity, Deployed Vmware vCenter Appliance 6.7 with fully redundant configurations Configured Virtual Machines for various servers

Installed / Configured CUCM, UCCX, CUC and IM &P Server, Installed / Configured / Customized Microsoft Windows 2012 Server and MS SQL Server 2014 to deploy Cisco UCCE base software

installation and configuration cisco voice gateway and cube configuration AND configuration of SIP /H323 trunk

Office 365, VMWare ESXi, vcenter administration,Active Directory, including workstations and supporting networks, Performing Windows and Application updates

System /Network Executive

Controlcase Canada Inc - Burlington, ON February 2015 to June 2018

Deployment of Cisco switch (2960,3750) and Router(2600) in Internal Server station

Management of Fortinet Firewall,overall administration server and interconnectivity.

Work in a team of multiple Level 1 customer support engineers and address Periodic tasks that need to be performed by our Managed Service team Customer initiated tickets (emails, phone calls)

Meet SLAs for various types of troubleshooting tickets related to system and networks

Managing resolution of technical issues for a distinct set of clients and CAAS solution

and Monitor and support SIEM Dashboard and AlienVault activity of customer

broad range of troubleshooting skills related to: software functionality, application server set up, database management, data analysis, and third party products

System administration of client environments including: Tracking all changes and working with our internal teams to ensure optimal performance and response times

Providing support Logging and monitoring (Evidence Collection) for PCIDSS security certification. Respond to QSA and client from GRC portal

Provide customer support on Logging and Monitoring using Connectwise university portal

Analyst, OMERS

Unified Communication - Toronto, ON December 2014 to January 2015

Works with clients and Vendors to obtain detailed knowledge and use of the telephony applications and services currently implemented within the client's environment

Ensures timely application support is provided to users, including troubleshooting, problem resolution & training.

Leads projects by developing UC Project and Test plans, assigning tasks and overseeing UC staff in order to ensure the smooth implementation of: Space Planning UC related initiatives, new or redesigned Hub Rooms and cabling infrastructure, telephony hardware and software installation, and upgrades associated with the Trading Room and Call Centers.

Provides input into designing and implementing short- and long-term strategic plans to ensure that the telecommunication infrastructure meets existing and future requirements.

Provides telephony infrastructure recommendations, design, order co-ordination and telephony support to existing and future North American entities. May require onsite support.

Assumes responsibility for ongoing telephony system monitoring and troubleshooting of issues and manages relevant parties (external vendors, users, IT) to ensure issue resolution on a timely basis

Education

Master of Engineering in Computer Networks

Ryerson University - Toronto, ON, Canada

Mobile Systems Integration (Bridging program - System and networks)

Humber College - Toronto, ON, Canada

Bachelor of Science in Applied Physics and Electronics

University of Dhaka – Dhaka, Bangladesh

Certifications/Licenses/TRAINING

Cisco Certified Network Associate ( ROUTING AND SWITCHING)

Cisco Certified Network Associate (SECURITY)

Cisco Certified Network Associate Collaboration (CCNA Collaboration)

Cisco Certified Network Professional Collaboration (CCNP Collaboration)

Cisco Certified Network Professional (Routing and switching)- TRAINING

Microsoft azure Az-104

AWS SAA-CO3 (training)

Google cloud associate (TRANING)

Docker and container (TRAINING)

Cybersecurity and Risk management( TRAINING)

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