Sr. IT Executive
Serendipity Infolabs Pvt. Ltd.
مجموع سنوات الخبرة :13 years, 9 أشهر
• Ensuring 24X7 uptime by proactively monitoring of ILL, PRI and MPLS.
• Managing call server, Pattern Gateway, Ameyo web access, RTFS related queries.
• Trouble shoot routine desktop and network related issues.
• Cyberoam configuration and trouble shoot.
• Escalation of issues to Internal support team as well as service provider and ensures the resolution within TAT as per SLA.
• After closure of issues coordinate with service provider for root cause & ensure timely submission of RFO/RCA reports.
- Proactive monitoring of Customer/POP WAN Links through NMS (Network Monitoring System)
- Providing prompt, effective and courteous first & second level technical support to Enterprise customers via phone, email and live chat services.
- Input and review support and/or customer-related information into the ticketing system & Track till Closure of trouble ticket/service request.
- Self-driven, results-oriented with a positive outlook . Reliable, tolerant, and determined.
- Empathic Communicator, able to see things from the customer point of view & has ability to service clients with issues and/or questions relating to Internet services.
- Timely Escalation of Customer issues to Internal support team & follow internal escalation matrix and ensure trouble resolution within TAT as per SLA with customer.
- Calling customers in case of any link failure is identified or noticed through monitoring systems or inbound calls from internal team.
- Ensure constant coordination with customer & internal team till satisfactory closure of service Request/trouble ticket.
- After closure of TT/customer request coordinate internally for root cause & ensure timely Submission of RFO/RCA reports to customers.
- Technical support-online to WiFi Hotspot customers for registration + post registration issues.
• At present working pursuing as a Trainee Associate on most complicated NSE (National Stock Exchange) project and sitting at the Data-Centre of NSE-Network in Ahmedabad.
• Remotely monitoring & managing Customer Routers and BSO (BSNL, Reliance, Airtel, & TATA) MUX (STM1, STM4, STM16) which is placed in Datacenter premises.
• Responsible for project execution and problem troubleshooting such as CISCO & Electrical Product which is responsible for achieving 100% UP time of Network & Allover Datacenter.
• Monitoring overall network & infra performance, including accountability for problem identification and escalation.
• Vendor coordination & vendor Escalation management for the self, Co-location and Unmanned-POP.
• Done EMF survey for the Alcatel Lucent, Airtel, Tata, Reliance & Uninor
• Worked as an EMF Coordinator.
• Worked as a RF & RFI Coordinator.
• Having the basic knowledge of DT (Drive Test)