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Engineer Customer

Ahmedabad, Gujarat, India
May 10, 2020

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An astute and result oriented professional with strong analytical skills, with excellent subject knowledge and crowning communication skills. Currently working as TAC Engineer.

•Dedicated and highly ambitious to achieve organizational and personal goals

•Adept at working in high pressure environments with strict deadlines and multiple deliverables


•Routing: RIP, EIGRP, OSPF, Summarization, Redistribution, Load Balancing, Policy Based Routing

•Switching: VLANs, Trunking, Inter-VLAN Routing, VTP, STP, RSTP, MST and Ether Channel.


Identity and Access Management (IAM) AAA Protocols: RADIUS, TACAS+, LDAP, 802.1x-EAP and Non-EAP.

Secure Authentication methods: EAP-TLS, LDAPs, PEAP/EAP-MSCHSPv2.

Certificate based authentication using Public key infrastructure (PKI).

VPNs: IPsec Site-to-Site, IPsec over GRE, GRE, SSL, DMVPN

•LAN/WAN technologies: Ethernet, Frame Relay, Leased Lines, DSL and T1/E1

•Avaya/Nortel ERS: ERS 8600, 8800, 8300, 55xx/56xx, 4500 and 3500

•Avaya VSP: VSP 9000, 4000, 8000, 7000

•Avaya Technologies: IST, MLT, SMLT, RSMLT, VLACP and SLPP

•Basics understanding of IP Multicasting- IGMP and PIM

•Familiarity with Cajun, Extreme and Juniper devices.


Employer : SonicWALL INC (April 2018-Dec 2018)

Project : SonicWALL Firewall

Role :Enterprise Technical Support Analyst.


Understanding of traffic flow and following topic:

Initial deployment and software upgrades.

Different types of roles available in the device.

Different features available in the device and their licenses.

Types of interface configuration.

Traffic flow between same and different zones.

Configuration of NAT, security policies.

Configuration of security profiles.

Understanding of configuration and concept of anti-virus, spyware, data filtering, dos prevention.

Understanding of URL filtering and its configuration.

Reviewing and monitoring logs.

Employer : Goldstone Technologies(April 2015 – April 2018)

Project : BlueJeans.

Role : Network/Technical Support Engineer collaboration (Audio/Video)


Provide Provisioning Support (Provisioning Specialist).

Monitoring the logs for audio/video issues for BlueJeans and Intercall customers. Troubleshooting issue towards resolution.

Provide remote session assistance to customers for proxy/firewall issues

Provide Tier 1 and Tier 2 support

•Experience in Video Conferencing, Understanding of Cloud Infrastructure, Room Systems – Polycom, Vidyo, Cisco Tandberg/Telepresence, Radvision, Mondopad etc. Media Protocols like H.323, SIP and there call flow. Audio and Video codecs like Opus and Vp8. Troubleshooting logs for audio, Video and Content Share issues. Content channel protocols BFCP (SIP) and H239 (H323). Handling cases on Salesforce. Knowledge on SSO, Outlook integration, RTP, RTCP, Google Hangout integration, JIRA process.

•Excellent soft skills and customer handling. Handling clients across the globe. Assisting them with basic to complex troubleshoots.

•Also an enthusiastic geek with hands on work experience in IT industry with necessary drive and determination required to resolve networking issues with a commitment in updating latest developments. Assimilated good skill levels on WAN/LAN (Cisco Routers, Switches, ASA, etc.) and Customer issue Handling.

•Currently Working at Goldstone Technologies as Network/Technical Support Engineer Collaboration (Audio/Video).

Employer : Aricent (23/02/2014-13/02/2015)

Project : Avaya Product Support Services.

Role : Data Backbone Engineer (Avaya TAC)

•Part of Avaya Data Backbone team for 24X7 network and product support to customers / business partners around the globe.


Handling Network outages and severe business impact issues.

Resolution of each case assigned, including proper documentation of every communication with customer, with an objective of excellent customer satisfaction

Reviewing customer’s network design / configuration and provide best network design / configuration practices to address technical issues and to optimize network performance.

Log Analysis, Root Cause Analysis for errors that occur in customer networks and identification of incident patterns and providing best practices, recommendations, Source Code Fault Diagnosis.

Assistance to Avaya Networks Emergency Recovery team in case of disaster recovery or on-site emergency recovery.

Replication of customer’s issues and network in lab to identify bugs in software and escalation to design team.

Remote sessions to customer site to verify and resolve the network issues.

Professional knowledge and hands on experience on Avaya L3 Data Switches(Previously Nortel Devices)

•ERS: Ethernet routing Switch (Series- 4000, 5000, 8000)

•VSP: Virtual Services Platform (Series- 4000, 7000, 8000, 9000)

Worked on complex protocols-

•IST (Inter switch trunk) and SMLT (Split multi-link trunking protocols)-AVAYA counterpart of cisco virtual switching system (VSS)

• MLT(Multilink trunking) and DMLT (Distributed multi-link trunking)

•SPBM- Shortest path bridging MAC



•SLPP (Simple loop prevention protocol)

Created several Knowledge base articles to help other engineers for the quick resolution when similar issues are reported again.

Employer : Genpact(24/08/2012-03/11/2013)

Project : Google ad-approvals

Role : Process associate.

Job Responsibilities:

Reviewing Advertisements Posted by Customers from all around the globe and also ensure that the advertisements adhere to Google policy.

Ensuring eligible advertisements go live to end users.

Analysing English and Non-English advertisements (Latin, German etc)

Emptying English and Non-English markets on daily basis.


•B.E (Electronics & Communication) from Deccan College Of Engineering & Technology (Osmania University), Hyderabad in 2012 with 71%

•Intermediate from Narayana Junior College, Hyderabad in 2008 with 88%

•X from Sharada High School, Nagarkurnool, Mahabubnagar in 2006 with 80%


Date of Birth: 8th August 1991 Languages Known: English, Hindi, Telugu

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