Technical Support engineer 2
emc2
Total years of experience :11 years, 10 Months
Engage with customers and other technical resources by phone, video conference, and email to provide technical support and issue resolution
Participated in facilitating problem recreation and failure analysis at the systems level
Was responsible for sharing all problem resolution acquired knowledge with our client’s internal sales and support teams and our clients customers when appropriate
Reference interoperability and support matrixes as a customer support tool
Monitor and track all assigned service calls and provides regular updates to internal customer services personnel and directly to customers when appropriate
Act as the customers single point of contact for all service related activities
Troubleshooting and resolution of incidents, working to critical SLA’s.
Joining conference calls to solve the issue with the customer
Planning & implementing complex changes within Vodafone Hosted infrastructure in Swindon, Park Royal, Watford and Leeds, based around an ITIL framework.
Configuration & management of around 2500 + Security Devices which includes Checkpoint, Cisco PIX (OS 6.x, 7.x), Nokia Firewalls (IPSO products), FWSM, ASA, Cisco IDS, Cisco VPN Concentrator, Cisco ASA, Arcsight (ESM), Cisco switches, F-5-LTM & GTM.
DDOS detection, mitigation and prevention using Cisco Guards and Arbor Peakflow
Raising vendor fault tickets, managing the replacement and return of failed devices with hardware suppliers in accordance with SLA. Utilizing escalations matrices where required.
Working to predefined SLAs & KPIs
Maintaining accurate logs via ticketing system (Remedy)
Year of Passing:2011 Qualification: B.E. (Information Technology) Institute: Goa Engineering College, Goa University
2007 Class XII (Science) Mushtifund Higher Secondary School
2005 Class X Sharada Mandir School
