Senior Technical Support Analyst
Machinestalk
Total years of experience :12 years, 7 Months
Company Profile: National leading IoT-based solutions provider for IoT solutions to Govt and Industrial Transportation business and Building management etc, KSA.
Ability to develop metrics to manage by exception
• Setup process to streamline and automate report creation and dashboards.
• Experience to enhance Gap analysis in operational process
• Knowledge in implement incident management, service request and problem management tools
• Experience in Document operation and procedures and improve knowledge management.
• Integrated Services from IT/Network devices and API and REST APIs on tools for IT infra & Noc team.
• Escalating Critical tickets to a higher level/Vendor of support.
• Presentation and technical write-up skills with strong oral and written communication skills.
Hands on Provisioning Experienced skills on ITSM, Incident Management and many Monitoring Tools, PRTG, NPM
SolarWinds, and BMC Remedy, Manage Engine complete solutions, PRTG, Site 24x7, and Grafana, Thingstalk,
Thingsboard IoT, Cassia Network, Uptime Robot, IBM Netcool, CRM, Kibana and JIRA.
• IT Network connectivity troubleshooting, Provide Level2 support and giving analysed
troubleshooting to resolve issues.
• Well understanding of incident management and process.
• Established NOC process and handling documents on SharePoint.
• Analysis of the traffic pattern, and provide technical advice on major failures.
• Monitored all network operations and performed corrective actions necessary to restore
any network outages throughout the ticket process
• Preparing management reports for SLA.
• Worked on projects like AMS in PSS and Artificial MegVII Thermal Camera project (COVID-19) in SEU university.
• Working knowledge on Linux OS like CENTOS, UBUNTU, Docker
Internet of Things (IoT) · Avigilon Camera Solution.
Key Responsiibiilliitiies::
• As Duty manager for NOC Operations and tasks including for surveillance of Critical based alarms,
• Support Business customers of Atheeb including FTTH, LTE, MW P-P, MPLS L2, L3 VPN, DIA.
• Doing troubleshooting for Business clients and Critical Sites assigned open tickets.
• Initiate Root cause analysis for Fault and Outages in Networks inside kingdom and troubleshooting.
• Assuring the resolution of all the circuits within SLA.
• Configuring & managing Extreme Switches at Site and Customers location.
• Preparing Performance Reports, MDT and CRs implementing.
• Resolve all the Tickets within time limit and SLA.
• Traffic divert to another backhaul incase of failure in customer traffic route.
• Checking complaints with Upstream ISPs and coordinating them with link & BGP flaps
• Configuring Vlan in Extremes switches/ZTE ZXR switches
• Management and Technical support skills.
• Troubleshooting and problem-solving skills, give support to Level 1
• Escalation report to Managment Based on Major Outages.
• Maintain temperature through solrwind for switches by escalating to field.
• Taking weekly backup for Switches at sites.
• Upgrading the software versions
Key Responsibilities:
• Services of Business Customers Clients Day to Day Issues can be fixed based on call and Ticket.
• Service Managed Solution
• Preparing Notification Alert report for link failures.
• Troubleshooting & give Support to Business Customer’s Issue End to End, follow up with carriers/vendors.
• Following with L2 and L3 for further Support technical Issues.
• Checking Base Stations health like verifying subscribers connected, IP issues etc
• Daily 24/7 shift Operations support
• Accurate & timely creation, updating and completion of all trouble tickets.
• PNMSJ-Reporting and analysis of alarms from NEC Paso link SDH/ PDH Microwave
• BMC Remedy Tickets (RTTS), Change gear, Netcool Omnibus
• Monitoring Dashboard, CRM, SMC, PRTG Dashboard, CACTI traffic bandwidth and performance, Solar Winds Orion for configured Nodes and alerts.
• Monitoring the Network devices and interface availability & Performance indicators such as bandwidth
• Utilization, packet loss, latency, errors, discards using Solar Winds Orion.
• Remote Site Access Control.
• Actively monitor the work environment for hazards.
• Manage and follow up Base Stations (Availability - UPS Power - Back-haul link Status).
• Provide surveillance escalation and Notification of alarms outages to relevant parties.
• Monitor alarms and performance information to identify faults/alarms or degradation.
• Provide complete analysis to localize issues and restore if possible.
• Perform Fault Management by co-coordinating support resources, managing technical escalation to ensure
• Fault is rectified within KPI.
• Running of routines & health checks to determine network status.
• Respond to escalated Customer Network faults.
• Manage Change Management activity on the networks in real time to ensure all activities comply according to process.
• Installing and maintaining wireless Access points.
• Manage interconnect issues with other carriers
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