Service Assurance Engineer(Acting Project Specialist-Presales)
Mobily
Total years of experience :12 years, 11 Months
In the Department of Wholesale Carriers & Services, Working with Engineering/ project Team as Service Assurance Engineer with below major responsibilities:
• Customer Support that includes incidents, enquiries, requests and requirements to normal network operational activities including planed MDT, Trouble shooting, Testing session, preventative actions, etc.
• Providing first level Technical Support to the customers for Troubleshooting LAN / WAN issue of Mobily Network
• Monitor network stability and performance - ensuring 24x7 operations and resolving service impacts as they occur and provide level 1 support.
• Working with multiple Data services L2/L3 operations team for quick and efficient resolution for L2/L3 issue and to maintain SLA.
• If the issue occurs continuously, Work with planning team to resolve the issue permanently and make possible changes in the design if required.
• Co-ordination and planning of Customer Affecting Planned Work activities
• As Service Assurance, Responsible for take over the delivered services from Service Delivery Team.
• Through Monitor of Service level agreement (SLA)
• Prepare reports and internal documentation.
• Ensure Customer satisfaction and study their feedbacks.
Major Services include:
o Layer 2 and Layer 3 services related devices and protocols
o MPLS (Multiprotocol Label Switching) Service
o L2/L3 Ethernet VPN ( National/International)
o Global IP-Transit Services
o IPLC + IP
I am also acting Project Specialist Presales where I propose Technical solutions from customer. I also attend meeting and where I have to demonstrate our Service to Service providers
As a Pre-Sales System Engineer, I was responsible for demonstrating the products and creating a technical solution for the customer. I have also prepared the design of small to medium Data Center for customers.
Some of the responsibilities are mentioned below :
• Technical Meeting with clients explaining the features of Products
• Work with Product Management and Marketing to help Define/Refine sales message and ensure sales packages are developed and messages communicated to sales team
• Work with Sales team to provide product, business and technical knowledge in support of pre- sales activities.
• Participate in conferences, shows, exhibitions when appropriate and requested.
• Designing and planning data center solutions for customer.
• Responsible for understanding business and technical problems addressed by the products including key regulations, business drivers, implementation and configuration etc..
• Getting information about Data centers and to Proposal better solution
• Consulting Suitable model product for the client.
• Providing Demos and Presentation for the Client.
• Installing and Configuring Cisco Routers/Switches
• Expertise in Trouble shooting of Hardware, Software and Networking problems (LAN, WAN & Wireless).
• Hands on experience in layer 2 and layer 3 devices of CISCO routers and switches.
Routing :
• Connectivity & Hardware: Cisco 3900, Cisco 2900 Cisco 2950 Cisco 3600 Cisco 900, Cisco 800, Cisco Catalyst Series Switches, DNS Servers, DHCP Servers, Web Servers, Ethernet, Fast Ethernet, WAN, LAN, TCP/IP
• Protocols: RIP, RIPv2, OSPF, EIGRP, VTP, SNMP, SNMPv3, SMTP, ARP, TCP, UDP, Static Routing, Stub Routing, VLAN Trunking, Multi-Area OSPF.
• CDP, Frame-relay, PPP, Access Control List (ACL), Network Address Translation (NAT), Port Address Translation (PAT).
• Voice Technologies: VoIP, POT, SIP, RTP.
• Remotely configuring Routers VTY.
• Extended ACLS.
• Subnetting.
• Trouble shooting of the routers.
Switching :
• Adding new VlANS in Switch Trunk ports
• VLAN, VTP, STP, Etherchannel, BPDU, Portfast.
• Cisco 1900, 2900, 3560, 4500, 6500 series Switches.
• Configuration of Vlans.
• Multiple Instance Spanning Tree Protocol MSTP
• Private Vlans.
• Trouble shooting of the Switches
COMSATS, Abbottabad, Pakistan 2008 -2012 * BSc Telecom and Networks