NOC Administrator
Esharah Etisalat Security Solutions LLC
Total years of experience :10 years, 5 Months
EMPLOYER: Esharah Etisalat Security Solutions LLC (Dubai Tetra Project, NEDAA professional Communication corporation-Government Company) Dubai, UAE from May 2017 till present
JOB TITLE: NOC Engineer
• Network supervision ( Tetra & LTE)24/7 to assure immediate alarm and problem detection of all major government entities such as SERCO (Dubai Metro), Dubai Police, Dubai Ambulance, Dubai Airports, Dubai Customs, Dubai Civil Defence etc.
• Act as the first point of contact for all the company’s customers by handling customers' complaints & service requests received via phone, e-mails & faxes.
• Preparing Weekly, Monthly & Yearly Reports for the higher management for taking decisions and to ensure that all customer requests and complaints are met with high priority.
• Tracking all open cases for customer issues and to verify if the issue has been resolved according to the customers’ requirements by following up with the respective teams.
• Preparing the monthly customers’ satisfaction reports & following up with unsatisfied customers for solutions.
• Assisting in developing the work process & setting new policies & procedures for the Network Operations Centre (NOC).
• Receiving, organizing & forwarding new clients requests to the technologies coordinators.
• Monitoring automated system (CRM and MENTURA Systems).
• Log & track all details about the received faults & service requests on the fault management system.
• Change management, incident management, Monitoring, Problem escalation/notifications/resolution and all others aspects of Data Center support.
• Assist in maintenance and monitoring of all data center systems to include the incidents / events, problems, Incident Reporting and tracking issues.
• Receiving customer’s phone calls, email and faxes and addressing them appropriately.
• System monitoring & reporting incidents to concerned teams.
• First in line support to customers.
• Reporting and process oriented
• Worked with CELGENE (Bio-Technology Company-client) as a contractor and help to solve various network and Hardware related issues in multiple locations across the globe
Monitoring network maintenance activities and ensuring prompt troubleshooting of network problems to achieve maximum network uptime.
• Experience in working with Production, Service Delivery, Support Infrastructure
and Ticketing environments on 365 *24/7 Basis.
• Ability to analyze and evaluate end-user requirements and help troubleshoot various hardware related issues
• Proficiency in analyzing the alerts and issues as part of the monitoring team and worked with NAGIOS and OMNICENTER monitoring tools.
Assisting customers through direct calls by contacting the site and enquiring about the issue after the alert shows on the monitoring screen.
Checking if the alerts are true or bogus in case of non-operating periods and then proceeding further.
Sending mails to the respective teams( Linux, Windows, Citrix etc) regarding the device alerts( CPU, Physical Memory, System Load, Drive utilizations etc) and to ensure that their utilizations are always below the warning thresholds.
Raising tickets with the internet service providers if the clients have an issue with the network based on the severity of the incident.
Monitoring WAN links on a regular basis.
Registering the ticket and documenting everything from the site and the customer.
Creating a new ticket or to modify an existing ticket using the ServiceNow ticketing tool.
Contacting the site contact for any hardware and network related issues and to follow up with them until the issue gets resolved.
Reviewing vendor supplied policies and procedures, internal risk assessment results, vulnerability assessment
reports, network topology, internal /external audit reports and provide them with timely feedback.
Monitoring telecommunication network for alarms or certain conditions that may require special attention in
order to avoid impact on network performance.
Sending out maintenance forums on a timely basis to make the IT community aware of any routine, comprehensive and emergency maintenance activities scheduled.
Placing the servers, devices and site in maintenance during any scheduled testing.
Checking for any temperature and humidity alarms at all the Data Centers and to notify the contacts in case of any emergency situation.
Opening an outage forum in case of a critical applications going down and contacting all the application contacts for further troubleshooting of the issue.
To open a bridge call and open a chat room to invite all the associated members to look into the issue in case of a critical application being inaccessible.
To contact the ISP regularly about the status of the issue and inform the customer and later enquire if it has been resolved or not.
Both onsite and offsite support during installation and troubleshooting.
Making sure that the Share Point Web link is always updated for the whole IT community to be aware of any ongoing or scheduled maintenance/outage.
Maintaining a database with all the available IP’s to be assigned in case of any IP requests.
Maintaining a Master Database with all the information of the Production, Disaster Recovery, Validation and Test servers along with the application contacts, site contacts, IT owner and making sure that it gets updated in case of any changes by creating tickets and notifying the global IT community.
Worked with various routers and switches.
Switching( VLANS, VTP, STP )
Ability to configure VLANS which can allow multiple IP networks and subnets to co-exist within the same switched network.
Ability to provide safe and secure access for specific users to their concerned department and improve the network performance by using VLANS.
Initial Troubleshooting and monitoring of routers and switches.
Worked on both static routing and dynamic routing.
• Experience in installation and administration of LAN, WAN, CISCO routers and switches and Microsoft Office applications.
• A very good professional experience in the area of network administration and monitoring.
• Proficiency in analyzing the alerts and issues as part of the monitoring team and worked with NAGIOS and OMNICENTER monitoring tools.
MODULES COVERED Undergraduation • C programming and data structures • Network analysis • Control systems • Analog and digital communications • Computer organisation • Digital signal processing • Computer networks and operating systems • All computer and electronic related lab applications and many more • IT lab work and done several paper presentations . Postgraduation(Masters) • Control system design • Computational intelligence • Automation and robotics • Engineering computation • Advanced flight control • Manipulators: theory and practice • Manufacture system design and simulation • Advanced control technologies and applications • Dissertation(project): altitude hold auto pilot using MATLAB simulation. DISSERTATION I worked on a project named altitude hold auto pilot. The goal of my dissertation was to analyze Aircraft longitudinal dynamics to determine if the behaviour of the aircraft was acceptable and if not to modify it using feedback control. We first attempt to control the vehicle response by measuring the angle and feeding back to the elevator command. The control is just feedback control. with the help of root locus we plot the poles and zeroes and if the desired pole locations are not on the locus we modify it using dynamic compensation. The summary of this project is to make sure that the flight obtains a steady state during its flight with the desired response and with the autopilot during the time Of ascent and time of descent t( taking of and landing respectively).