Fahad keyentekandiyil

Working for Dimension Data Cisco Technical assistance center (TAC) to provide the technical assistance regarding implementation/ Up-grade /Migration of collaboration Infrastructure /UCM Products for 1500+ clients across Australia and New Zealand
Provide support on configuration and post /pre- implementation issues
Collect and analyze both traces and logs using various tools
Performance management of data, voice and Video networks of the managed customers.
Coordinating with Cisco TAC for escalated issue and performing troubleshooting with TAC engineers or BU team if necessary
Co-ordinate with Cisco TAC for the Hardware maintenance and replacement
Support the client queries related to licensing (ELM, PLM and Tele presence licensing)
Coordinate with Cisco Licensing team, for the license engulfment
End to end support on the Cisco licensing -Fulfill the licensing requirement of the client by make use of the Cisco tools such as Cisco Licensing portal, Swift tool and PUT
Provide the periodic update to the client regarding the vulnerabilities reported by Cisco
Work on the vendor contract management and Software ordering through Cisco portal
Documentation and Reporting of network related activities and KB article creation

 Part of transition team to manage the project transition from overseas
 Perform the network / IT infrastructure allocation management and analyze the availability
 Configuration, troubleshooting and maintenance of Cisco VCS servers for video communications, Cisco Expressway servers for MRA/ B2B communications
 Work on priority incidents related to Cisco TMS, MCU and VCS-C and VCS-E
 Configuration and management of both Cisco and Polycom immersive and room based Video endpoints
 Coordinate the Weekly meeting with multiple client regard to case inflow/ SLA performance / service improvement plans
 Lead the 10 members team who perform the pre-check on the the client video-conferences/ meeting, and troubleshoot and fix if any issue occurs in the meeting

 Responsible for handling implementation of Cisco IP Phones, installation, configuration & troubleshooting of collaboration infrastructre.
 Responsible for the co-ordination with the Implementation team to implement the new system as per the LLD
 Responsible for the communication with the PMO team, for the smooth transition of the Project. Participate in Conference meetings to discuss periodic updates of the project
 Responsible for giving presentation to the customer for different scenario available for the transition of the project.
 Handling priority Incident and notify stake holders in case of major incident.
 Conducting analysis, checks on the incidents and finding scope for the improvement.
 Providing training & knowledge transfer session to the team members.

 Troubleshooting and resolving the network and voice related calls & Resolve as per SLA
 Perform daily health checks and monitoring of all the network devices.
 Taking Backups of the network devices.
 Vendor managemnt: Coordinating with SP for WAN link/ PRI related issues.
 Root cause analysis and preventive maintenance.
 Performing activity like monthly port count for all sites and clusters, prepare network documents
 Password Recovery of a Router.
 Analyze and troubleshoot network alarms from Gateways /Unified Communication systems.
 Escalate to change/ problem management team in case of reoccurence fo the issue
 Documentation: Network document (Configuration, Topology and Solutions articles) and escalation procedures in accordance with the company policy

 Troubleshoot/ work, tickets related to Telephony/ Data network Incident and request and resolve them as per assigned priority. Work on service request & MACDs on voice and data networks.
 Configuration and troubleshooting of IP phones, VLANs, ether channel.
 LAN Cabling, mounting Switches & Routers As per the Industrial stands.
 Router and Switch IOS Backup and Recovery.
 Optimizing the Spanning Tree (STP, PVSTP, RSTP).
 Taking a Back-up and Recovery of Cisco router IOS and configuration files by TFTP.
 Performing daily health check-up of overall system
 IOS upgrade for Cisco Routers and Switches.
 Setup the Lab for reproduce and troubleshoot the issue