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Network Support Engineer Resume

Orange County, CA

Professional Summary

  • Over 6 years of experience in CISCO Routers and Switches with strong analytical and problem solving skills.
  • Provided Global Network Escalation support, Incident Management, Problem Management and Change Management of Data networks.
  • Expertise with Installation, configuration and maintenance of Cisco Routers (7600, 3800, 3600, 2800, 2600, 1800 series).
  • Expertise with Installation, configuration and maintenance of Cisco Switches (Nexus 7000, Catalyst 6500, 4500, 4948, 3750, 3560, 2960, 1900 series).
  • Hands on experience in configuration and troubleshooting of Layer 3 protocols (OSPF, EIGRP, BGP, RIP).
  • Hands on experience in configuration and troubleshooting of Layer 2 features (VLAN, RSTP, MST, VTP, Port Security, HSRP, IGMP, VSS and VPC).
  • Experienced in configuration, maintenance and troubleshooting of WAN technologies such as ATM, Frame-relay, ISDN and ADSL.
  • Sound knowledge of Multicasting (IGMP, PIM), QOS (Queuing, Marking), MPLS (LDP, L3VPN), Wireless and VOIP (SIP/H323, Gatekeeper)
  • Performed Network analysis using packet capturing tools like Wire-shark, TCP dump and Performance analysis using SPAN, ELAM, Netdr and EEM.
  • Configured security policies and procedures using Access Control List (ACL).
  • Performed Conformance, Feature, Scalability and Performance testing of various Layer 3 and Layer 2 protocols.
  • Hands on experience using IXIA network testing toolto set up test beds.
  • Executed and enhanced test scripts for automation using Perl language.
  • Maintained performance optimization using network security services NAT,PAT and PPP authentication protocols CHAP,PAP.
  • Managed and updated knowledge base documentation for transparency and troubleshooting purposes.
  • Experienced in working as part of a highly cross-functional & global team.
  • Quick learner, Highly motivated, Self-starter and Adaptable.
  • Excellent communication, presentation and interpersonal skills.

Technical Skill Set

Networking Concepts

Routing, Switching, Subnetting, VLSM, Access-lists, VLAN, VPN, Link Aggregation, Route redistribution

LAN Technologies

Ethernet 802.3, 802.1q VLAN, ARP, RARP, STP, RSTP, VTP, LACP, PAGP, HSRP, VSS, VPC

WAN Technologies


IP Routing Protocols


Other Protocols


Network Tools

BMC Remedy, Webmon, COTS, SVO, Tera-Term, Omnibus, Netcool Reporter, Viewnet

Test Environment

IXIA, Wireshark, Perl, WebEx, MS Office Suite, Visio

Network Environment

Cisco Routers & Switches, Cisco IOS, Unix, Windows 2K/XP

Professional Experience

Company: Confidential, CA Sep 2010-Jul 2012

Role: TAC Customer Support Engineer

Contribution: Provide Global Network Escalation Support in LAN switching as part of the Cisco TAC Customer Support team headquartered in San Jose.


  • The TAC escalation first point of contact to global customers addressing issues of LAN switching related technologies and protocols.
  • Monitor, manage and resolve the BMC Remedy service requests using Webmon, C3 and Case Kwery tools to maintain service levels and uptime of the customer\'s network.
  • Handle High CPU issues on 3750/3560, 4500, 6500/7600 series switches.
  • Troubleshoot issues related to VLAN, Trunking, VTP, RSTP,MST, DHCP snooping, Multicast (IGMP snooping, PIM), STP loops, QOS (queuing, marking, rate limiting), VSS, VPC etc,.
  • Provide configuration assistance to various models of switch product families including VSL in 6500 VSS setup, Smart Call Home and VPC and FEX on Nexus 7000.
  • Monitor the path of the packet using SPAN, ELAM, Ethanalyzer traffic capture and Netdr, EEM to monitor CPU.
  • Investigate performance issues, ping drops, error messages/syslogs such as FIB TCAM exceptions, MAC moves, CPU hogs etc,. and connectivity issues.
  • Create RMA using SVO tool for parts replacement that are dead-on-arrival or issues that point to hardware failure and allocate Field engineer as per customer\'s request.
  • Identify and isolate the cause of the issue by providing Root cause analysis and failure analysis.
  • Perform IOS upgrades (IOS/CATOS/NXOS), resolve Boot/Rommon issues and suggest bug fix image releases along with available workaround.
  • Implement Lab recreates to find the solution for complex issues based on customer topology using various models of switches, Putty tool, sniffer and traffic generator IXIA.
  • Bug Scrub to verify/file bugs if the feature set does not behave as per the RFC leading to bug fixes being available in new IOS releases.
  • Co-ordinate with Internal teams (Routing,CATS,SAN,Wireless,PIM) and involve in interactive remote troubleshooting with global customers using WebEx meeting sessions.
  • Follow Escalation process involving BU's, Alias, DM's and use COTS to dispatch cases to the right team based on customer maintenance window or time zone.

Client: Confidential, CA Jul 2009-Aug 2010

Role: Network Support Engineer

Contribution: Provided network support, configuration, maintenance and troubleshoot o enhance the performance of the existing customer network infrastructure.

Responsibilities :

  • Provide first/second level technical support for enterprise data networks.
  • Maintain, Configure and Troubleshoot Routing Protocols such as EIGRP,RIP, OSPFv2, BGPv4 and Switching concepts such as VLAN, Trunking, STP, VTP.
  • Installed and Configured CISCO switches (1900, 2900, 3750, 4500, 6500) and routers (2500, 2600, 7200)
  • Designed and implemented customers network infrastructure using IP Addressing, Subnetting and VLSM.
  • Implemented network security policies using Standard and Extended Access-lists and NAT.
  • Proactively raise Tickets for critical alarms in Netcool Omnibus and diagnose network related issues using Remedy Ticketing system.
  • Monitor the performance of the network using snifferssuch as Wire-Shark.
  • Configured Ether Channels between core switches to enhance load balancing.
  • Configured Site to Site IPSEC VPN tunnels based on encryption like DES, 3DES, AES using MD5 authentication.
  • Configured MPLS VPN for establishing connectivity between sites and manage user accounts in active directory system.
  • Received and resolved inbound technical support calls via a phone queue.
  • Configured Sup720 on catalyst 6500 switch and LACP,PAGP to enhance bandwidth.
  • Implement changes in the configuration such as Adding/advertising routes, DHCP address pool, Route redistribution and Route summarization.
  • Built simulated networks in test labs to resolve complex problems and compatibility issues.
  • Proficient in depicting network architecture using Microsoft Visio and Office suite.
  • Developed configuration templates and documented process implementation procedures and troubleshooting techniques for building of knowledge repository.

Client: Confidential, India/UK Feb 2006-Jun 2009

Role : Network Support and Test Engineer

Contribution: Provided Remote Network Management, Service Assurance, Change Control, Test and Incident Management for BT\'s Customer End Devices.

Responsibilities :

  • Performed first level diagnostics on Cisco routers and switches to find the root cause.
  • Maintained, tested and troubleshooted various models of Customer end devices such as 1800, 2800, 3600, 7200 series routers and 2900, 3500, 4000, 6500/7600 series switches.
  • Configured, maintained and troubleshooted various routing protocols RIP ver1, RIP ver2, BGPv4, OSPFv2 and EIGRP.
  • Maintained, configured and troubleshooted VLAN, VTP, STP, VLAN Trunking, Link Aggregation (PAGP, LACP) and Port security.
  • Proactive Management of Data Networks which includes monitoring link/interface status,first-level diagnostics to find root cause and generate tickets accordingly.
  • Handled and diagnosed Trouble Incident tickets for network related issues like latency, packet drops and link failure.
  • Provided remote support to Field Engineers, interacted with customers and liaised with other technical teams for fault resolution.
  • Maintained Service Level Agreements (SLA\'s) and implemented ITIL best practices.
  • Configured BGP routing attributes (AS-path, MED, Local Preference) to load balance between multiple links for the managed Customers.
  • Configured and Troubleshooted various WAN technologies such as ATM, Frame Relay, ISDN, ADSL.
  • Designed and executed test plans, test procedures for OSPF, BGP, MPLS, RIP, VLAN, STP, VTP, TCP/IP, ACL using IXIA.
  • Performed Conformance, Feature, System and Performance testing to verify network protocol implementations.
  • Executed and enhanced test scripts according to client requirements.
  • Involved in test automation using Perl and conducting code reviews.
  • Configured security policies using Route-maps, Distribution lists, Access-lists, NAT, PAP, CHAP.
  • Handled LAN/WAN diagnostics of BT managed customer networks along with IOS upgrades, BGP Peering, Redistribution, Backup testing and Disaster Recovery .
  • Configured MPLS VPN links between different customer sites.
  • Performed routing and switching configuration changes as per Customer\'s requests.
  • Performed Knowledge Transfer on various technical processes.
  • Responsible for Network Performance Management as Browsing controller.

Cisco Certified Network Associate (CCNA)
Educational details:
BS - Electronics and Communications Engineering

"Feather in the Cap Award" for successful implementation of IOS upgrades while working for British Telecom.

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