Dec 2013 – Apr 2015 · 1 yr 4 mos · Pune Area, India

• NOC Supervisor
•  To support and coach NOC members at 1st and 2nd line in real time.
•  Managing and working on escalations.
•  To ensure that calls are answered within SLA targets, using the agreed customer salutation.
•  Keep the team updated with Process Changes.
•  Assist & Co-ordinate with Service improvement team in Incidents Audits to identify the areas for improvement.
•  Take the corrective action in form of training where quality issues are identified.
•  Hardware procurement on the basis of customer network, scalability and cost.
•  Mentor Team with issues related to Network and Process.
•  Audit Team member Incidents, documenting Technical and Process Gaps and sharing the data for improvement.
•  Ensure team accurately logs, updates and close event management tickets in a quality and timely manner as per the documented processes
•  To provide co-ordinated local training and written aid memoirs to 2nd line team members to increase the overall skill level of the NOC team.
•  Documenting Technical and Process Gaps and sharing the data for improvement.
•  To maintain and enhance working relationships with customers, suppliers and BT business units, to effect prompt fault repair, change / order implementation.
•  Highlight areas of poor supplier performance to the Operations Manager.
•  To ensure that all agreed communication, notification and escalation processes (internal/external) are delivered on time.
•  Undertake problem analysis e.g. root cause, repeat faults, trends to identify opportunities for improvement and initiate investigation and / or corrective action, wherever required.
•  To approve all annual leave, non-scheduled overtime and expenditure of team members.
•  To ensure all time recording, expenses and overtime are entered on to the appropriate system to the agreed targets and standards.
•  To ensure that I (and my team if applicable) are fully aware of the need to safeguard sensitive customer information at all times.

Nov 2012 – Oct 2013 · 11 mos

•  Support for all Networks related issues (Switching, Routing or Firewall).
•  Responsible for proactive monitoring of networking systems, networking devices & Tele comms using SMARTS.
•  Perform responsibilities of analysing network topologies and identifying network performance issues .
•  Quickly identifying issues or risks with the network devices (e.g.-routers, switches, Firewalls etc.)
•  Troubleshooting/Configuration assistance on Cisco Catalyst Switches, Routers and HP/IBM Blade Chassis.
•  Troubleshooting and diagnostic support for Load Balancing Set up using Cisco ACE,CSM and GSS till resolution.
•  Troubleshoot Hardware Issues, Router Crashes, Memory Issues, and high CPU utilization, IP SLA issue till resolution.
•  Provide support for Wireless Issues and engaging Level 3 Support when required.
•  Provide support on Access Points and Wireless controllers.
•  Provide Troubleshooting/Configuration assistance related to Firewalls (Juniper/sidewinder).
•  Provide Troubleshooting assistance related to Proxy issues and coordinating with Other Teams for proper and timely resolution.
•  Provide Troubleshooting assistance for DNS related issues using Vital QIP till resolution.
•  Handle the tasks of developing cisco architecture and networking platforms
•  Responsible for handling first level troubleshooting issues, upgrading operating systems, and planning layout for configuration systems
•  Handle the tasks of providing support in network acquisition and analysing network traffic requirements
•  Handle network administration tasks as well as analysis of data communications networks
•  Carried out break-fix’s on-going problems and network change management.
•  Working with Vendor Cisco, Junipers, Steelhead Riverbeds, Niksuns, Cyclades, Apcons, Bluecoats, Metrobilty, Sun Microsystems.
•  Providing network related information to user for raising Request for Change (RFC).
•  Verify, Approve & Implement DNS, Firewall, Load Balancing & other network related RFC’s raised by User.

Mar 2010 – Oct 2012 · 2 yrs 7 mos

•  Support for all Networks related issues (Switching, Routing or Firewall).
•  Logical analysing the faults and perform Remote Diagnostics till resolution.
•  Quickly identifying issues or risks with the network devices (e.g.-routers, switches, Firewalls etc.)
•  Support on all Circuit Issues (E1, ISDN, ADSL, Metro Ethernets etc.).
•  Troubleshooting/Configuration assistance on Cisco Catalyst Switches, Routers and Blade Switches.
•  Troubleshooting and diagnostic support on Cisco Load Balancers.
•  Troubleshoot Hardware Issues, Router Crashes, Memory Issues, and high CPU utilization and provide resolutions.
•  Provide Level 2 Troubleshooting Support for Wireless Issues and engaging Level 3 Support when required. Provide support on Access Points and Wireless controllers.
•  Provide Troubleshooting/Configuration assistance related to Firewalls ( Cisco PIX and ASA)
•  Provide Troubleshooting assistance related to Proxy issues and coordinating with Other Teams for proper and timely resolution.
•  Ensure all incidents are dealt within the SLA defined and agreed.
•  Ensure Change Management team to raise and perform changes on the Network are managed correctly.
•  Escalate/refer incidents to respective teams for resolution based on defined matrices and agreed service levels
•  Conducts reviews of supplied specifications with other teams and revert them with the corresponding prepared reports
•  Communicates effectively with the other teams and resolver groups for getting the issue resolved.
•  In coordination with Problem Management team to identify root cause and analysis various types of incidents and changes.
•  Coordinate between LBG Group and BT other support groups for query/ issue resolution, trigger escalations as required. And responsible to get the work done by other support groups.
•  Hardware procurement on the basis of customer network, scalability and cost.
•  Mentor Team with issues related to Network and Process.

Feb 2009 – Feb 2010 · 1 yr

• Description Working as a Tier 2 Engineer in Routing, Wan and Architecture team of Cisco; Provide Troubleshooting/Configuration assistance to the customer that includes EIGRP, OSPF, Static routing, Policy Based Routing, NAT and Access list issues.
• Provide Troubleshooting/Configuration assistance to the customer that includes T1/E1, ISDN, Frame Relay,
• ATM, PPP.
• Routing protocol Configuration on Cisco 2500 series, 1600 series, 3600 series 1700 Series & 7000 Series.
• Configuring TCP/IP, Networking protocols over LAN / WAN
• Configuring load balancing over multiple routes.
• Creating VPN using GRE.
• Recreate customer networks for engineering and troubleshooting.
• Troubleshooting Hardware Issues, Router Crashes, Memory Issues, and high CPU utilization.
• ISDN line configuration in Cisco router
• IOS up gradation of CISCO router and switches.
• Backup of Cisco devices through TFTP/FTP.
• Configuring Syslog Servers.
• Password Recovery, Rommon Recovery, SDM Installation.

Jul 2007 – Feb 2010 · 2 yrs 7 mos

• Participating in the Conference Call with AMD Managers along with Delivery Leads.
• Synchronizing with AMD & Third party Field Engineers for Customer Router and Media related problems.
• Planning future modifications to be implemented in the Network during Conference call with AMD Managers.

Dec 2008 – Feb 2009 · 2 mos

• Description: Working as a Tier 2 Engineer in Routing and Architecture team of Cisco TAC Asia PAC Theater .
• Job Description and Responsibilities:
• Provide routing configuration assistance to the customer that includes EIGRP, OSPF, Static routing , Policy Based Routing, NAT and Access list issues.
• Routing protocol Configuration on Cisco 2500 series, 1600 series, 3600 series & 1700 Series.
• Configuring TCP/IP, Networking protocols over LAN / WAN
• Configuring load balancing over multiple routes.
• Creating VPN using GRE.
• Recreate customer networks for engineering and troubleshooting.
• Troubleshooting Hardware Issues, Router Crashes, Memory Issues, and high CPU utilization.
• ISDN line configuration in Cisco router
• IOS up gradation of CISCO router and switches.
• Backup of Cisco devices through TFTP/FTP.
• Configuring Syslog Servers.
• Password Recovery, Rommon Recovery, SDM Installation

Jun 2007 – Nov 2008 · 1 yr 5 mos

•  Provide Troubleshooting/Configuration assistance to the customer that includes EIGRP, OSPF, Static routing, Policy Based Routing, NAT and Access list issues.
•  Provide Troubleshooting/Configuration assistance to the customer that includes T1/E1, ISDN, Frame Relay,
• ATM, PPP.
•  Routing protocol Configuration on Cisco 2500 series, 1600 series, 3600 series 1700 Series & 7000 Series.
•  Configuring TCP/IP, Networking protocols over LAN / WAN
•  Configuring load balancing over multiple routes.
•  Creating VPN using GRE.
•  Recreate customer networks for engineering and troubleshooting.
•  Troubleshooting Hardware Issues, Router Crashes, Memory Issues, and high CPU utilization.
•  ISDN line configuration in Cisco router
•  IOS upgrade of CISCO router and switches.
•  Backup of Cisco devices through TFTP/FTP.
•  Configuring Syslog Servers.
•  Password Recovery, Rommon Recovery, SDM Installation.

Aug 2006 – Feb 2009 · 2 yrs 6 mos

• PROJECTS HANDLED:
• (A)
• Title Cisco TAC
• B)
• Title Advanced Micro Devices

Aug 2006 – May 2007 · 9 mos

• Job Description and Responsibilities:
• High-end DSL Connectivity troubleshooting
• End user devices troubleshooting

Jun 2007 – Nov 2008 · 1 yr 5 mos

• Worked as Level 1 member of "Network and Security Operations" team for the client Advanced Micro Devices (AMD). Remotely managing, maintaining end to end network devices for hardware and configurations.
• Responsibilities:
• Remotely managing 800 networking devices for AMD around the globe, which includes high end series of Cisco routers and Switches.
• Level 1 Troubleshooting of Routing Protocols and Cisco Routers.
• WAN Accelerators.
• Troubleshooting critical routing and physical layer issues.
• Monitoring network and links using Lucent's Vital net and Net-QoS for traffic flow and protocols generating the traffic.
• Lucent's QIP for managing the IP addresses.
• Hardware procurement on the basis of customer network, scalability and cost.

Aug 2006 – May 2007 · 9 mos

•  High-end DSL Connectivity troubleshooting.
•  End user devices troubleshooting.

Aug 2006 – May 2007 · 9 mos

• High-end DSL Connectivity troubleshooting.
• End user devices troubleshooting .