Service Engineer
Opencode Systems
Total years of experience :13 years, 8 Months
Project Engineering (installation, integration, testing, commissioning, live activation)
Account Engineering (live support, helpdesk, change requests, customer technical follow-up)
Operational Support (system monitoring, heath-care, preventive maintenance, training)
Emergency Support (first level emergency, incident reporting and follow-up, first level support includes requirement to be on-call on a 24 hours / 7 days a week basis as and when required)
To be at customer site as and when required to provide necessary technical support.
Ensure MOP and approval prior to implementation.
Ensure work delivery on-time
Ensure up-to-date and high quality documentation
Ensure company/product documentation benefits from specific documentation and customer experience
Work internally with project and product managers and teams
Help build, maintain strong customer relationships through kind and professional communication
Ensure full Customer satisfaction while preserving the Company
Identify and escalate sales needs
Presales Support (upon availability participate in sales tenders, proposals and meetings)
Ability to grow as the team grows
Reporting to the Project Manager/Area Manager
Support, maintain and document software functionality.
Testing and quality checking features of software and reports prior to delivery.
Write sql query as per requirement
Provide support for Hosting server
Coordinate with software developer team for customer feedback
Maintain and update OCS/IN/SMSC/AAA nodes and system.
Escalate different kinds of SR (Service request) to R&D for solving the issues
Troubleshoot different day to day problem that occur in the system.
Reporting: Health check report (SMSC, AAA &IN), Subscriber report (IN), IN Performance report, First Attempt Success rate report (SMSC), other operator report (SMSC) etc.
CDR Backup, checking and providing to Customer for IN, SMSC, AAA.
Card Generation, Card status checking for prepaid system.
Bonus Upload, Consumption Bonus and Cash Back X% Bonus Campaign Launch and Close
Taking logs by using different tools analyze logs, alarms and CDRs to rectify the faults
Take tape backup OS & Data Base.
MDN life cycle management change state, lock, unlock, status check etc.
Different types of SQL query writing, indexing, table space checking etc .
Write shell script for different issues.
As a Senior Executive:
Supervise & train team members
Linux centos server maintenance
MSSQL DB maintenance
Optimize planning to make the team work more efficiently,
Testing and reporting about Linux Based SIP Mobile Dialer,
Monitoring, maintenance & installation of Linux Based SIP Proxy Gateway, Soft Switch, Smart Device, Mobile Dialer.
As a Support Engineer:
Monitoring, maintenance, installation and testing SIP Proxy Gateway, Soft Switch, Smart device
Taking care of the clients problems over phone, MSN and face to face,
Provide instance solution and trouble shooting for hardware and software.
Master of Science (MSc) in Telecommunication Engineering (TE)
Bachelor of Science (BSc) in Information and Communications Engineering (ICE)
Higher Secondary Certificate (HSC)
Secondary School Certificate (SSC)