Engineer Technical Support

Priyank Dave

Phone: 647-***-****

INTERNET & TELECOMMUNICATION ENGINEER WITH WIDE KNOWLEDGE IN TECHNICAL SUPPORT, MANAGEMENT, SALES & ACCOUNTS

E-mail : ***********@*****.***

Recent Job Title: Tier3 Help Desk Technical Support

OBJECTIVE

Seeking a challenging opportunity in Business Consultant, Business Development, Technical Support/Desktop support/Helpdesk with market leaders in Network management, telecommunications and infotech industry, where skills and knowledge in the proven field can be enhanced and advanced.

SUMMARY

• Excellent Management, Monitoring and Troubleshooting of Security systems in Data center and telecom industry.

• Experience in XSLT Translation, Data Modeling and XML Formatting plus translation.

• Very good Knowledge of Cabling in Coax and Fiber optics in terms of Testing, Terminating and Patching during degree program.

• Had worked in Environmental sensitive systems, Servers, SQL Servers and Database.

• Demonstrated good knowledge of VOIP, wireless networking and security, network simulators and network traffic analysis software.

• Instrumental in working with several market leaders in the U.K in the area of sales and marketing.

SKILLS

• BMC Remedy-Main Ticketing software, implementation & Troubleshoot, Trio, Siebel Support & Implementation , CRM-Support & Use, NIM-Support, Use, installation and trouble shoot, Raffles- Support, Use, installation and trouble shoot, Static IP- Support, Use, installation and trouble shoot, Active Directory-Adding users, Authentication, Mailbox support, monitoring, Opal, BT open reach, BT Wholesale, Avaya telephonic System- IVR support, Cisco 10k server- Support, VPN – Support , test and Troubleshoot.

• Internet Protocols in Details, System Worked on IP stream / Data Stream, LLU MPF/SMPF, LNS server, BT E-co, BT wholesale, CCS and NEO, redbacks, , Wireless Tools, PSTN Exchange issues and solutions(pair changing, help in New installation of line)

• Well-versed in graphics & animation software, various Operating systems, protocols ,Internet Security and Management Techniques.

EDUCATION

• Msc Engineering(Internet, Telecommunication & Multimedia Engineering), London Southbank University, London, United Kingdom, 2006

• Post Graduation Diploma (Business Administration), College of IT & E-Commerce, London, United Kingdom, 2005.

• Bachelor of Computer Applications (Computer Science)

WORK EXPERIENCE

Current Job:

Saint Elizabeth Health Care, Canada

Tier 3 Helpdesk Support

• Technical and helpdesk Support for Tier 3 level to Health care Employees

• Support Laptops, Pc, Apple Devices, Blackberry.

• Remote Support and virtualization using software like citrix

• Ticketing tools Giva (installation , upgrade and support)

• Resolving issues like Networking, Connectivity , hardware and software

• Supporting lotus notes email environments.

• Installation and Upgrade on blackberry devices

March 2008- April 2012

Talk Talk Group LTD

Manager

• Technical Manager for 3rd line IPTV, Broadband, telephone Services and their operations like billing, retention and provisioning.

• Get Daily updates about Team from Team Managers and give them target weekly basis accordingly, Effective coaching support for a group of Team Managers, and 200+ consultants globally.

• Maintain high customer satisfaction rate by taking ownership of customer problem and build meaningful relationship with customer as well clients.

• Escalate problem in right department and get solution.

• Develop annual budget in line with departmental/corporate objectives. Optimize use of available resources to generate objectives/desired results by forecasting, deploying, monitoring and controlling.

• Develop a sales management plan that leverages a revenue generating culture focused on delivering world class customer service. Develop strategies and tactics that support open, timely and consistent communications throughout the centre.

• Oversee and ensure the effective administration of workforce planning and hiring.

• Development of the operation’s technical engineering and operations plan and preparation for the business launch.

• Responsible for ongoing management of the network including installation, operations, and maintenance of the central office and customer premise equipment. Meet or exceed service-related objectives.

• Responsible for the maintenance and operation of all technical equipment within the communications organization.

• Oversee the coordination with cable personnel and technical management on all activities relating to network operations.

• Supervise and establish performance objectives for subordinate staff. Monitor performance and take corrective action as required.

• Establish technical requirements, service levels and procedures, and implementation plans for major network elements.

• Develop/manage local operations including methods and procedures, budgets and training requirements.

• Interface with all outside agencies regarding the operation

• Supervise operations and related technical personnel.

• Provide high level customer support to assist with ISP products.

• Provide leadership and direction to implement the strategic initiatives or direction set by Regional Operations Directors and General Manager.

• Other tools Used e.g. PLSQL, Oracle Database, JAVA API.

July 2007- Mar 2008

Pipex Ltd

Tier-3 Technical Support Engineer

• Technical Support Engineer for 3rd line IPTV, Broadband and telephone Services and project Management.

• Get Daily updates about Team from Team Managers and provide them necessary support.

• Tools using VM Ware applications ( DRS & ESX, Fault Tolerance)

• Use of Unix/Linux Commands, knowledge of Shell Script.

• Generate BAU & KPI report on daily/weekly/Monthly basis.

• Working with team to resolves issues around service delivery of Pipex products with new processes and flows.

• Escalation point for Pipex contact centers.

• Resolve customer incidents within product SLA parameters.

• To provide support to outage management process.

• Ensure Customer satisfaction at all times.

• Liaise with 3rd party suppliers and internal departments to ensure faults are progressed and resolved within SLA.

• Be proactive in identifying potential areas of development in Pipex procedures.

• Support the management and development in Pipex by taking part in workshops and liaising with other teams.

Feb 2007 to June 2007

Wipro India Ltd

Technical support Engineer

• Technical Support Engineer for Desktop, Laptop and Wireless Network.

• Installation, implementation and testing for all Highly maintain equipments (E.g router, Servers and Switches) located on different sites and provide them necessary support remotely.

• Tools Used BMC Remedy, Siebel, SAP, MS Exchange, Active Directory.

• LAN/WAN Design & Support, Fiber Optic Technologies and Data Networking Implementation.

• IP Technologies, Digital and Optical Cross Connects, Network Integration, Management Systems (EMS/NMS), etc.

• Knowledge of Integrated Customer Management System (ICMS), other billing and provisioning platforms such as NMS/EMS.

• Teamwork, leadership, negotiation, analysis, and communication.

• Project management, people management, systems design, implementation, technical support, commissioning, training, troubleshooting, etc.

KEY PROJECTS

• University Final Year Project, London,UK (Masters)

Environment: Windows, Linux, Ethereal Software,TCP/IP protocol

Description: Traffic Characterization of Common Web Browsing Behaviour

• University Final Year Project, India,(Bachelors)

Environment: Windows System Programming in C and C++

Description: To introduce the new Shell in Linux by using the programming in C

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