Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.Outstanding networking adept at developing customer relationships lookingfor an opportunity to bring exceptional team building skills to a management position in a vibrant customer service department.
10 years of IT experience in design, development, implementation, troubleshooting and maintenance of medium-to large scale Network infrastructure Experience in Static Routing and configuring dynamic Routing Protocols - RIP v1 and v2, IGRP, EIGRP, OSPF, and BGP Expertise in network protocols, Switching, Routing and Security technologies Experience on Cisco Catalyst Series 6500 Switches and Virtual switching system.
Deployed the switches in high availability configuration.
Good knowledge of Spanning Tree Protocol - IEEE 802.1d, IEEE 802.1w, IEEE 802.1s., PVST Well experienced in VLAN implementation, VTP domain settings, Stacking, Load balance and Redundancy technologies-XRRP, VRRP, HSRP, PAGP, LACP Configuration of Access Control Lists( ACL), Quality of Service(QoS), VPN, NAT/PAT policies Experience in implementation of PPP, ISDN, HDLC, Frame Relay, T1, DS3, MPLS Installation and maintenance of RADIUS, TACACS ( Cisco Secure ACS) Good understanding of the OSI Reference Model and the TCP/IP Model Network Management- CiscoWorks LMS, ProCurve Manager Plus( PCM ), Sonicwall-Open View Network analysis and troubleshooting tools - Sniffer Pro, Wireshark, Agilent Network and analysis tools Experience working with Cisco Nexus 2148 Fabric Extender and Nexus 5000 series to provide a Flexible Access Solution for a datacenter access architecture.
Experience configuring Virtual Device Context in Nexus 7010.
Experience convert PIX rules over to the Cisco ASA solution.
Worked on Extensively on Cisco Firewalls, Cisco PIX (506E/515E/525/) & ASA 5500(5510/5540) Series.
Proficient in the operation and administration of Juniper NetScreen/ISG/SSG-based firewalls, Juniper SRX-series services gateways, Juniper J/M/MX-series routers, Juniper SA-series SSL VPN appliances, F5 load-balancing products (LTM, GTM, FirePass), and various Cisco IOS-based platform.
Assisted in converting PIX rules over to the Cisco ASA solution.
Good knowledge on VOIP protocols like H.323, SIP, MGCP and SS7 and interfacing of TDM to VOIP system.
Worked on Avaya Voice gateways for VOIP implementation using Cisco Catalyst switches Experience in System Software installations, Implementation of DNS, TCP/IP, DHCP and IAS in Network environments Windows 2003, Windows 2000 and Windows 95/98 Sound knowledge of networking methods, techniques and processes Extensive knowledge of installing advanced configurations on Cisco Call Manager platforms Possess good working knowledge of TCP/IP networks Comprehensive knowledge of Cisco network protocols and transport systems In-depth knowledge of Cisco Unified Communications like UCM, UCCX, MPE, Unity, NSTS and DRSN Well experienced in Planning, Designing ,implementation and management of medium-to-large scale of enterprise networks.
Voice & Data Network EngineerFeb 2015 to Current CHRISTIE'S AUCTIONEERS － NEW YORK, NY
Responsible for pre-sales and post-sales support for the design and implementation of call center and corporate voice solutions.
Implemented call routing, call management and computer telephony integration.
Configured, installed and supported Cisco Unified Communication Manager (CallManager) 8.x, Cisco Messaging Systems (Unity/Unity Connection) 8.x, CER, VoiceGateways, Cisco routers and switches.
Performed system upgrades and patches based on request, schedule or events.
Patched and upgraded Cisco Unified Communications applications.
Created Voice Mail boxes, call handlers, create and reset passwords, MWI's, administered and maintained Active Directory on Unity.
Used tools such as "Advanced Settings Tool", Message Store manager" "DOH PropTest", Services, Tools Depot.
Checked Outlook accounts in Exchange servers to view "warning and limits" text messages associated w Unity Voice Mail, created Subscriber services, skill sets, and prompts, for UCCX deployment.
Created Subscriber services, skill sets, prompts, for UCCX deployment.
Established and maintained collaborative relationships with customers; recognized for consistently providing excellent customer service and retention.
Instrumental in developing telecommunications departmental Service Level Agreements (SLAs) and standard processes, which optimized daily operations.
Network EngineerAug 2012 to Dec 2014 AT&T － ATLANTA, GA
Performed responsibilities of assisting voice engineer in designing and installing Cisco network equipment.
Handle first level of designing and installing Cisco Call Manager and associated Voice applications.
Responsible for the administration, configuration and implementation of IP Telephony systems.
Handle the tasks of designing and maintaining documentation related to network layout.
Perform responsibilities of maintaining security policies on Cisco firewall solutions.
Monitor and ensure that the requirements of high availability are in place for Cisco environment.
Manage team tasks against SLA's as well as work with project plans adhering to project timelines, resource constraints, and within budget.
Primary support for Cisco Unity, Unity Connection, Unity Express AIM and NM-CUE, Call Manager VOIP Migration Project Involved in migrating Lehman's Branches to centralized VOIP platform that will replace the existing Standalone phone system.
Cisco router 3745 series and switch series 3560 are used to support to add VLAN's to all the routers and switches to support the VOIP phones.
Worked on Avaya Gateway equipment is added to the network to support the ports from Cisco Switches across the network.
Successfully performed installation and configuration for IPSEC VPN on Cisco routers, PIX series, VPN Concentrator 3000 and ASA 5500 security appliances.
Worked extensively in Configuring, Monitoring and Troubleshooting Cisco's ASA 5500/PIX security appliance, Failover DMZ zoning & configuring VLANs/routing/NATing with the firewalls as per the design.
Assisted in migration of centralized voice mail system based on Cisco Unity connection and support interfacing of legacy TDM PBX of the sited in voice network system.
Familiar with H323 IOS gateways and SRST telephony design and implementation and call manager deployment in the voice network.
Hands on experience on implementation and troubleshooting of ACL's and QoS for the networks Involved in supporting voice infrastructure including call routing the voice gateways and its troubleshooting methods.
Worked on updating CATOS for that switches and IOS for the routers to support the VOIP standalone system for 6500 Multi-layer switch and 3500 switch series.
HP Openview, SNMP network node manager is used to monitor the network and in the times of green zones and DMZ zones.
Sr. Voice Data AnalystJan 2012 to Jul 2012 IO DATA CENTRE － EDISON, NJ.
Troubleshoot network software and hardware issues Remote corrective actions supporting: Monitored all functions around the voice and data network.
Responsibly monitorered network and Tier 2/3 support.
Interface/work with repair/restoration of remote site equipment Assisting field technicians in maintenance of remote site equipment Responsibly cross trained other members of the Network Engineering team to broaden the knowledge base within the team.
Managed emergency change needs of the business.
Proven ability to learn new systems as required to effectively support customer needs.
Troubleshoot wireless problems using different RF analysis tools.
Handle and prioritize high call volumes and customer inquiries.
Other duties as assigned by the Director of Telecommunications.
Network EngineerNov 2009 to Dec 2011 MORGAN STANLEY － JERSEY CITY, NJ
Involved in Network Redesign for branch, for data environment.
Convert Branch primary WAN circuit T1 to MPLS and branch router security migration.
Performing BGP Changes on branch router and head-end router.
Conversions to BGP WAN routing.
Which will be to convert WAN routing from OSPF to BGP (OSPF is used for local routing only) which involves new WAN links.
Replace network hardware with new 7200 routers and 3825 switches in all branch locations.
Design and implementation of GRE for multicast and unicast communication on an existing IP VPN Managed and engineered 58 Juniper/Checkpoint firewalls.
Experience on designing and troubleshooting of complex BGP and OSPF routing problems.
Involved in designing and implementing QOS and policy map to 3800 series routers for all the branches Worked closely with network monitoring staff and will do network design testing/certification prior to production implementation.
Implements configurations and implementation instructions into change management system and insures that all approvals and processes are adhered to compliant with Audit.
Worked on Layer 2 protocols such as VTP, STP, RSTP, PVST, MST and other VLAN troubleshooting issues and configuring switches from scratch and deployment Experience in branch relocation: connect workstation, servers etc.
Rack and stack pre-configured new hardware and connect the circuits.
Worked with carrier to test and turn-up circuits.
Worked with carriers like AT&T, Verizon, Wind stream and Level3 for deploying WAN circuits and implementation of MPLS cloud Performs system level documentation on platforms and assists in project tracking and documentation.
Experience with developing network design documentation and presentations using VISIO.
Troubleshoots with problems regarding the network changes and migrations.
Network EngineerDec 2006 to Oct 2009 PITNEY BOWES － SHELTON, CT
Responsible for Design, integration, configuration, maintenance, performance monitoring and security of network infrastructure including local area networks (LAN), wide area networks (WAN), firewalls, DHCP, DNS Installing the Network devices in datacenter environment and clearly articulate complex network designs and drawings through documentation (Visio) as well as verbal training sessions.
Experience in Configuring Site-to-Site and Remote Site VPNs, NAT/PAT policies.
Managing Cisco Secure ACS for TACACS , RADIUS authentications.
Monitoring customer data networks and providing fault isolation and remote troubleshooting.
Experience on designing and troubleshooting of EIGRP routing issues.
Responsible for the management of network at the client environment.
Supporting and performing projects for the client WAN environment at a global level.
Implementation of network system upgrades and modifications including planning, testing, scheduling and coordination.
Ensures that change management and defined security procedures for all network systems are executed in accordance with customer policies and procedures.
Interacting with Carriers for installation of new WAN circuits at Customer premises and makes sure circuit installed with no issues and ready to use before users move in to the branch.
Providing Teir-3 technical support for LAN/WAN issues and on-call for technical escalation on a rotational basis (Remedy Ticketing system).
Well experienced in troubleshooting bug related issues with help of Cisco TAC service.
Providing networking services coordinate tasks and ensure their execution and documentation in accordance with established corporate standards.
Systems & Network EngineerJun 2005 to Oct 2006 WESTERN UNION － New York City, NY
Resolved customer complaints and concerns with strong verbal and negotiation skills. Responsible for client's new branches turn up and managing the network environment.
Installation of Operating Systems, application software's and Troubleshooting hardware issues Management of WAN, connected over Frame relay and DSL Management of Pix Firewall, Cisco Routers and switches infrastructure Configuration of routers and switches for OSPF, EIGRP, VLANs, STP, Trunks, Ether Channel, Load Balancing Configuration of Routers and Firewalls for site-to-site IPSEC VPN tunnels Implemented Secured Wireless Network based on WPA and MAC Authentication technologies Integration of AVAYA IP-Phones with Switches in VLAN environment.
Policy configuration and management of firewalls.
DNS changes as per client requests.
Planning about new product requirements, Contacting Vendors for product purchases.
Contacting Service providers to troubleshoot issues on WAN connectivity.
Involved in planning and designing team for network upgrades/changes.
Configuring NAT Policies, Global VPN Client Policies Establishing Site-Site VPN Connections Maintenance of DHCP Server.
Enabling high-availability and high-capacity features such as Spanning Tree and link aggregation on Switches Responsible for service request tickets generated by the helpdesk in all phases such as troubleshooting, maintenance, upgrades, patches, fixes, and all around technical support Basic Configurations and Maintenance of various Switches, Routers, Firewalls and Wireless Access Points at different client locations Responsible for interaction with third party technicians on site Performed network support involving daily wiring maintenance of cabling, switch maintenance, network port re-enabling, and cable room Documentation of all new software installation procedures, troubleshooting procedures Responsible for implementation of new network infrastructure includes Cabling, Switching, Routing Establishing MAN Connectivity between their different braches Involved in Loop back tests and troubleshooting issues during establishment of T1 Line Dynamic VLAN implementation using IEEE 802.1x protocol and RADIUS Server Integration of Active Directory Services (ADS) with RADIUS Server and creation of remote access polices on RADIUS Implementation of Access Control Lists(ACL's) & QoS Implementation of Port-fast on all access switches and setting bridge priorities on L3 Switches Environment: Cisco 2900, 3560, 1800, 3700, 3800, 7200, 2900, 3500.
Bachelor of Technology2003Goa Institute of Technology