Technical Consulting Engineer
Cisco Systems Inc
Total years of experience :13 years, 1 Months
Customer Delivery for High Touch Technical Support (HTTS) team.
Major Responsibilities
•Technical Customer Support Engineer providing remote technical support to Cisco partners and customers on current Cisco switching products.
•Solving product and network problems of high complexity. Having strong knowledge in Routing and Switching technologies.
•Providing consultation to independently solve complex product and network problems.
•Effectively utilizing complex lab setups to duplicate and solve problems.
•Providing systems/product training.
•Acting as a point of contact for large account network problem resolution.
•Submitting complete and correct defect reports in my area of expertise.
•Consulting with other Teams in Cisco to assist Customers.
•Engaging as HTTS technical representative on escalated customer issues.
Accomplishments:
•Q2 FY19 for Outstanding performance and contribution to CX APAC
•March 2018 for Demonstrating HTTS-APAC Core Values
Major Responsibilities
•Technical support engineer providing remote technical support to Brocades partners and customers on current and future Brocade products.
•Understanding, troubleshooting, diagnosing and resolving partner and customer issues.
•Assisting customer with proactive maintenance window for code upgrade and migration window in troubleshooting.
•Defining and managing problem resolution plans and communicating closure/resolution to partners and customers.
•Recording, updating, and managing all assigned service requests leveraging Brocades CRM.
•Identifying known issues, hardware, and software problems leveraging Brocades CRM, Knowledgebase, and analytical tools.
•Adhering to Brocades documented escalation guidelines to sustaining/engineering teams.
•Knowledgeable on several Brocade products like MLX/MXR, CER/CES, VDX switches.
•Duplicating Field problems. Using diagnostic aids, tools and appropriate lab equipment as necessary.
•Verifying that problems are properly resolved before recommending change to customers.
•Coaching and assisting in training entry team members on Brocade current and future products.
•Assisting in improving and creating processes and procedures to improve quality and productivity in team.
•Reviewing documentation on new products for accuracy and usability
Working as Level 3 TAC Engineer for Dell switches).
Major Responsibilities
•Troubleshooting/Diagnosing all escalated issues from Level 1/2 engineer for the enterprise customers and driving satisfactory resolution of the issues.
•Act as backbone engineer in L3 team of Dell Networking Support (TAC) to provide support for world-wide customer base with high level of satisfaction and various levels of SLA.
•Duties involve troubleshooting complex problems in STP, LACP, OSPF, QoS, Multicast, BGP and providing recovery steps/work around procedure to critical customer accounts.
•Provide consultation to sales team and end customers on E series, S series and C series product upgrades, scalability testing and numbers as well as implementation best practices.
•Identify and document software defects by utilizing analysis and troubleshooting skills as well as by simulating complex customer issue in lab environment and reporting to R&D team.
•Collaborate within TAC and development teams at peer level for resolution and root cause analysis of customer issue.
•Timely handoff (escalation) of cases that require technical or political to global L4 TAC.
•Mentoring new team members in team.
•Contribute to internal and external support communities for awareness and problem resolutions of new & existing technologies.
Accomplishments:
•Top performer of the team for Q3 FY14.
•Silver Award from Global Support Services Q3 FY15
for Alcatel-Lucent Enterprise OmniSwitch Division).
(CSS CORP is a global information and communications technology company with an impeccable record for designing, development, deploying and managing end-to-end IT and Network services)
Major Responsibilities
•Troubleshooting/Diagnosing all Level 1/2 issues from the enterprise customers and driving satisfactory resolution of the issues.
•Troubleshooting Configuration, Codes and Product issues.
•Provide assistance to Field Engineers and Sales team in pre-implementation stage.
•Reporting bugs to Engineering (R&D) teams.
•Notifying/Discussing with TL/Manager on Tickets that require assistance.
•Timely handoff (escalation) of cases that require technical or political to L3 TAC.
•Ensuring consistent customer satisfaction.
•Documenting all communication with customers in the CRM.
•Constantly working on upgrading technical and product expertise.
•Contributing to the knowledge base/Tech Forum.
Accomplishments:
•Star performer of the team for quarter April-June 2012, Jan-March 2012 and April-June 2011.
•1 for ALL CHAMP for receiving the best customer satisfaction appreciation on Service Delivery for the quarter October-December 2011 and July-September 2012.
•Technical Tip listed in June’12, July’12 and August’12 Alcatel-Lucent Enterprise Service & Support eNewsletter
Microlink Solutions Pvt Ltd is a leading Network Consultant, System Integrator and a computer IT solutions provider)
Major Responsibilities
•Implementation and Configuration of Network using Sonicwall Firewall, Cisco Router & Nortel 5520 & 4548 Switches.
•IP Schema is designed in Class A IP addressing with CIDR of 24 with the perspective of hosts size
•Network Resources is consisting of Nortel ERS with 2 nos. of Layer 3 and 8 nos. of layer 2 switches. It is configured with VLAN as per different segment with the access of servers for respective users.
•Each segment connected to ERS 5520 PWR Layer 3 switch via UTP link and each server is connected to ERS 5520PWR Layer 3 switch and both switches have connectivity with stacking configuration.
•Access list has been configured for restriction of access to switches for local users and unwanted access of Switches and Servers for unauthorized user.
•DHCP - Relay is design and implemented for each VLAN segment.
•Access list is also defined for Leased line is terminated on Cisco 2811 router and IPLC line is terminated on another Cisco 2811 router.
•Configured Sonicwall 3500 with mainly HA & IP sec VPN
•Network Management and LAN traffic monitoring.
•Implementation and Configuration of IBM X3650 Server with RHEL5 for VNC Server.
•Maintenance and troubleshooting of DHCP, DNS and Active directory server, PCs and Printers
PCS is one of the Top IT service provider in India and has global customers for various services)
Major Responsibilities
•Maintenance and troubleshooting of PC, Laptop & Printer.
•Network Management and LAN traffic monitoring.
•Network documentation.
•Maintenance and troubleshooting of DNS, DHCP and Active directory server.
•System Configuration, User Helpdesk and Call log in HP Openview Software.
•Provide training to internal corporate customers within ONGC
CMS is a leading IT solutions provider in India offering wide range of solutions and services across various verticals)
Major Responsibilities
•Hardware, LAN & WAN support to around 500 users’ across 32 different locations at BSNL.
•Provide solution to user problem using telephonic or remote Support.
•Connectivity to the clients using dotsoft software named D2Ki to access the oracle server located at head office.
•Configure anti-virus software and Norton security software and provide security patches to the client pc remotely
An IBM Authorised Service provider and Business Partner for IBM PC Products
A leading computer firm engaged in the latest niche peripherals. A local hardware vendor providing IT Services and Networking solutions in Navsari & surrounding areas)
courses: Cisco Certified Internet Expert Enterprise Infrastructure CCIE#66525. Enterprise SD-WAN Implementation (300-415), CCNP (642-813), BCNP (Brocade Certified Network Professional), CCNA (200-120), ACFE (Alcatel-Lucent Certified Field Expert) and CCNA
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