Customer Care Engineer

NOOR ARSHAD

Mobile : +91-995*******

E-mail : adim7j@r.postjobfree.com

HCL COMNET LTD.A-104 Sector 58, Noida.

Professional Summary

• Result-driven professional with 6.5 years of rich knowledge and exposure in Hardware, Networking and Technical Support with IT industry.

• I was associated as an Analyst in HCL COMNET Ltd and responsible for maintaining and troubleshooting of networks devices and application of UPPCL client, Project name (R-APDRP).

• Experience in installation and configuration of Cisco Routers Cisco Switches, IP Phone, PC, and Printers.

• Understanding and troubleshooting of LAN / WAN connectivity.

• Perform (intermediate level) configuration, installation, testing and troubleshooting of IP network infrastructure (LAN and WAN devices).

• Set up Desktop / Computers and peripherals devices and test network connections and the application.

• Hands on experience in creating and configuring VLANs, Inter VLAN, Trunking, VTP, DTP, STP and Routing Protocols etc.

• Hands on experience in ticketing tools like HPSM and BMC Remedy.

• Manage IT Helpdesk System and IT Asset Inventory.

• Installation and configuration of windows Operating System, Software’s and Other Applications.

• Works closely with vendors and managed services to maintain the systems and services.

• Installing & configuring mails in Outlook.

• Handling and resolution of all system & network related incidents within the given SLA.

• Properly escalate unresolved query to the next level of support according to escalation procedures.

• Domain joining of systems and co-ordination with DC team.

• Providing FMS services to customers and assigning and updating the each and every incident.

• Negotiate proficiently managing Field Team, Call Management and Vendor management.

• To ensure the site readiness for installation and commissioning of IT equipment’s at end locations.

• Conduct participating regular / Weekly operation meeting with client and Field Team.

• Understanding of excel and ability to assigning tickets to field team and follow up the incident.

• Installation maintaining and attending day-to-day user’s problems calls.

• Ensure proper documentation and closure of each and every incident.

Technical Skills:

• Installing, configuring and troubleshooting of networking devices such as Cisco 3845 series Routers, 2960 series Switches, PC, Printers, IP phones and establishing the network services.

• Creating and configuring of VLAN, inert VLAN, Trunking, VTP, STP, and RSTP.

• Understanding and configuring of Routing Protocols (EIGRP, OSPF, RIP, BGP).

• Ticketing tools Like HPSM and BMC Remedy.

• Knowledge of AD, DHCP, DNS, FTP, TFTP etc.

• Transport layer protocol TCP, UDP and OSI Layers, TCP/IP.

• MS Outlook configuration and creation PST and OST.

• IP Addressing, Subnetting, VLSM, FLSM, etc.

• Maintaining the network infrastructure LAN / WAN and handling the installation, migration and the configuration of network on client workstations.

Employment History:

• Customer Support Engineer July 2013 to Sep 2014

• Analyst Sep 2014 to 7th December 2018

• AEIT Assistant 10th December 2018 to 31st Jan 2020

Professional Qualification:

Qualification

Diploma in Egg. From JAMIA MILLIA ISLAMIA UNIVERSITY POLYTECHNIC with 76% distinction.

12th

From BIEC Patna

Certification

CCNA Training from NetG. (Pursuing)

Systems Administration:

• Resolving the hardware as well as networking problems of different clients.

• Installing router and establishing network services. Analysing the upgrading the router configurations for enhancing performance.

• Maintaining the network infrastructure LAN/WAN and handling the installation, migration and the configuration of network client workstations.

• Plan and execute the network infrastructure and can improve.

• Analyzing, troubleshooting and correcting the network problems remotely and on site.

Special Skills:

• Customer Management

• Vendor Management

• Team Management.

• Dedication and Passionate to complete the task.

• Hard worker

Achievements:

• Successfully installation and configuration of network devices such as router, switch, Desktop, printers and IP Phones etc.

• Successful implementation of infrastructure by installing IT Equipment’s on 200 end locations of PVVNL by coordinating various vendors.

• Successfully implementation of Intranet for the Utility with connectivity of NBSPs likes Tulip Telecom, Sify, Airtel and Reliance. Successful Full Go Live of Towns

• Successfully analyse AT&C report of many towns, Successfully verified MB’s from customer.

• Successfully verified quarter wise FMS invoices from customer.

• Successfully full-Go Live and computerized all given towns.

• Successfully trained to customers and awareness the scoped of this project.

Organisational Experience:

Organisation

HCL Technologies Ltd, ISD

Role

Analyst

Project

R_APDRP

Durations

26th July 2013 to 7th Dec 2019.

Organisation

Uttar Pradesh Power Corporation Limited (UPPCL)

Role

AEIT Assistant

Durations

10th December 2018 to 31st January 2020.

Project Details:

PROJECT: Uttar Pradesh Power Corporation Limited (UPPCL).

Restructure Accelerated Power Development & Reform Programme (RA-PDRP).

• The Govt. of India has proposed to continue R-APDRP during the XI Plan with revised terms and conditions as a Central Sector Scheme. The focus of the programme shall be on actual, demonstrable performance in terms of sustained loss reduction. RAPDRP Project implementation is divided into four parts i.e. IT Infrastructure, GIS, MDAS and Application. Roles and Responsibilities according to these parts are:

• 1. IT Infrastructure: - To ensure the site readiness for installation and commissioning of IT equipment’s at end locations.

• 2. Application: - It is an Oracle based application named CC&B (Customer Care and Billing).

• 3. MDAS: -Installation and Commissioning of Modems and Data Conversion Unit (DCU) are covered into Metering Data Acquisition System (MDAS). The purpose of this part is to provide Automatic Meter Read (AMR) to Data Centre, situated in Lucknow, through Modems and DCUs.

• 4. Operations: -After Go-Live of Application projects came into Operational Phase. In this Phase below Roles has been assigned

• Computerization of various business processes like billing, cash collection, ledger preparation & maintenance reconciliation, Implementation of various modules like CCB, MDAS, EA etc.

Roles and Responsibilities:

• Provide first level contact and convey resolution to user issues.

• Installation and configuration of Cisco devices i.e. 3845 series Routers and 2960 series Switches, PC’s and Printers and domain joining of system.

• To ensure the site readiness for Installation and commissioning of IT equipment’s at end locations.

• Follow up with customer and see problems to correct work group.

• Roles of Zone Manager for infrastructure implementation like installation of IT equipment, link delivery to setup an intranet for the Utility on more than 200 Locations of PVVNL.

• Properly escalate unresolved query to the next level of support.

• Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution.

• Basic Understanding of MS excels and ability to assigning tickets to field team and follow up the incident.

• Resolving incidents (tickets) within the SLA which is raised from end user side.

• Roles of Zone Manager to Manage the customer on Zone Level and Discom Level

• Rollout of Application on and locations, which include Training conduction, USER ID creation and giving, continue support.

• To Ensure the POD and Sign off for material Installation on the End locations..

• Customer Interaction –Meeting with Director, Chief Engineers, Superintendent Engineer, etc.

• Daily Monitoring and report preparation during various phases of the project.

• I have been assigned a Zone covered the different project areas of PVVNL having 20 town. Primary focus on establishing a separate intranet for entire PVVNL to connect all the locations from a Data centre.

• Zone Level Escalation Handling during delivery and FMS Phase of the project.

• Resolution of complaint lodged by USERs on HPSM tool.

Hobbies:

• Learning new things, teaching

• Listening to music,

• Helping others etc.

Strengths:

• Ability to adapt to new technologies & environment quickly.

• Quick learning capability.

• Ability to coordinate effectively in a team.

• Ability to lead and manage team well.

Personal Details:

Name

Noor Arshad

Date of Birth

13-02-1988

PAN No.

APUPA7717H

Languages Known

English, Hindi, Urdu

Address

i-81 Second Floor Jamia Nagar Okhla New Delhi 110025

Date Noor Arshad

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