TSC (echnical support center) team leader
FASTTelco
Total years of experience :8 years, 1 Months
*Have strong technical problem determination ability to provide 2nd level support and debug corporate products line (Internet, Data, WiMAX, VOIP, E1, DNS Domains, and Emails & Web).
*Troubleshooting skills: VLANs and Trucking, VTP, VPN, Tunneling, VOIP, NAT, DHCP, ACLs, Route Maps, redundant networks HSRP/VRRP, IP SLAs, Routing Protocols.
*Act as 2nd level support for NOC engineer.
*Troubleshoot and resolve complex 2nd level network related problems.
*Perform most effective approach to restore, recover, or alter configurations, logical or physical, to maintain service integrity.
*Provide 3rd level support for retail department.
*Escalate unresolved cases to the concerned departments when required.
*Configure and troubleshoot Cisco/HP/Huawei/3COM/Dlink routers, Alcatel/Cisco DSLAMs, Core Switches and IDFs, Cisco Access Switches.
* Communicate to customers, resolution and root cause resulting from the outage or service interruption.
Monitoring backbone and core network elements.
*Support customers in timely manners to solve both WLAN and LAN issue
*Ensured SLA's are achieved and client expectations are met.
*Provide remote technical assistance to field teams and ensure that field works are implemented without impacting the network health.
*Responsible of implement, maintain, design and enhancement network Connectivity.
*Ensure delivering internet, Data and Voice services to subscribers
* First level support: Perform wireless signal troubleshooting and coordinate with second-level Wireless engineer to meet customer requirement.
* Identify network capacity shortages on a regular basis and provide high bandwidth and dynamic designs to resolve network congestion.
* Configure and troubleshoot routing protocol issue for OSPF, RIP, EIGRP.
*Configured site-to-site VPN tunnels for customers as demanded.
* Documentation of device test results and troubleshooting procedures