SUMMARY:

• Talented IT/Telecom industry senior professional, has the working experience to connect his organization to customers and builds effective working relationships while solving their issues, managing expectations, and leaving the customer feeling valued. Being Confidential professional had Customer facing skills with experience serving B2B and End Users for more than 10 years. Managing data networks to ensure they operate smoothly, also improves the company’s performance through analysis of existing business problems and developing and implementation of supporting future network - system plans. Distinctive blend of all aspect of Telecom and IT from the bottom-up including Customer Service, Help Desk, Technical Support, Administrator Support, Network Engineer and consulting. Worked effectively with small, medium and large size company dealing with enriches different type of Telecom/IT legacy and modern equipment’s and knowledge.Configuration • Installation • deploying • Training • Consultation • Troubleshooting • Problem Solving 

TECHNICAL SKILLS:

Operating Systems:  MS-DOS, Windows (3.XX, 95, 98, NT, 2000, XP, Vista), Linux, UNIX.

Packages:  WordPerfect, Microsoft Word, MS Excel, MS Power Point, Visio, Microsoft Project.

PROFESSIONAL EXPERIENCE:

Confidential

HTTS Customer Support Engineer

• Effectively utilizes different resources to resolve issues from debugging tools and simple or moderate lab simulations to analyze problems and identify solutions with Confidential high level of customer satisfaction.
• Continually develops working knowledge of networking products and protocols to provide first/second/third level technical support on Confidential worldwide basis via phone, email, web and remote access in designated technology focus area.
• Shares knowledge to build relationships, and effectively troubleshoots problems both alone and as part of Confidential team.

Confidential

Senior Network Engineer

• Ability to analyze, configure and troubleshoot large network (more than 1200 Remotes, two datacenter, 1 disaster recover datacenter)
• Confidential technical expert in more than one area with excellent broad knowledge of networking fundamentals.
• Effective planning, prioritization and organizing skills.
• Drive for continuous learning, results orientation and teamwork.
• Building knowledge base and keep documentations up to date.
• Design and implement different network designs.
• Manage and monitor different vendors’ network devices (Cisco, Juniper, Brocade, 3Com).
• Manage and implementing different network connections (DSL, MPLS, Wireless, VSAT …etc.)
• Learning and developing new skills as keeping up with the technology.
• Communicating with all business and other departments as needed.

Confidential

Customer Support Engineer

• Ability to analyze, configure and troubleshoot medium to large networks.
• Is Confidential technical expert in at least one area with excellent broad knowledge of networking fundamentals.
• Effective planning, prioritization and organizing skills.
• Drive for continuous learning, results orientation and teamwork.
• Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities.
• Proven crisis management skills.
• Demonstrated leadership skills in small projects and teams.

Confidential

Network Engineer

• Worked on site at client location, reporting to client management.
• Worked on site at client location, reporting to client management.
• Monitor WAN & LAN data traffic using Solarwinds, Whatsupgold, command prompt, and shell prompt tools
• Monitor WAN & LAN data traffic using Solarwinds, Whatsupgold, command prompt, and shell prompt tools
• Manage WAN performance optimization, handling tickets, trouble-shooting, analyzing and revolution of whole domain at headquarter and branches.
• Meet SLAs services objectives delivery and made necessary improvements so that they can be rectified within appropriate and acceptable timelines
• Develop service monitoring resolutions, work flows on Microsoft Visio, and produced documentation to support and maintain knowledge base for network team.
• Responsible for collecting, documenting, and analyzing client trouble reports, and to isolate and resolve issues in priority manners.
• Provide the network requirements and guiding for other teams to build their projects requirements based to management directions and security team approval.
• Configuring all network devices, such as routers, switches, Blade switches. Maintain core, distribution, access layer, wireless, WAN, LAN, and other network devices health.
• Work with client vendors to complete all the network requirements.

Confidential 

Co-op Network Consultant

• Worked with senior management to all the way down to grass root employees to built cohesive teams spirit with clear service delivery objectives
• Monitor LAN and telecom call and data traffic using BMC, emc and Tekelec tools
• Instrumental in performance optimization for trouble-shooting, analyzing and revolution of telecom domain
• Analyze SLAs and OLAs related to telecom services delivery and made necessary improvements so that they can be rectified within appropriate and acceptable timelines
• Develop service monitoring resolutions, work flows on Microsoft Visio, and produced documentation to support
• Responsible for collecting, documenting, and analyzing customer trouble reports, and to isolate and resolve customer facing issues.
• responsible for troubleshooting network routers and switches
• Installation Cisco Call Manager (CME) and configuring VOIP features

Confidential

Network Engineer

• Managed the advanced IP addressing and routing in implementing scalability for Network routers connected to LANs and WANs.
• Responsibilities include Configuring basic BGP, EIGRP, OSPF, and IS-IS as well as creating VLAN and Access Control Lists solutions.
• Created and executed detailed OSPF test plan including; election, authentication, OSPF packet types, summarization.
• Supported server’s hardware and software.
• Configuring and installing Active Directory, DHCP, DNS, IIS, and other applications.
• Responsibilities include reactive support and find resolutions for complex technical topics with external customers.

Confidential

Network Administrator

• Utilizing network monitoring
• Utilize, manage and maintain network and performance monitoring tools to ensure network reliability (SNMPc, Nagios, WireShark)
• Interface daily with our Help Desk technicians and Leads and assist with LAN Ethernet, Managed Router, WiFi, e-mail, DNS, and outage investigations.
• Responsible for collecting, documenting, and analyzing customer trouble reports, and to isolate and resolve customer facing issues.
• responsible for troubleshooting network routers and switches to isolate the trouble and take appropriate action to resolve

Confidential

Help Desk

• Support Microsoft products on daily basis.
• Helps company client through installation, trouble shooting, distribute alerts and assist them in resolving their technical issues.
• Remote desktop support, telephone support, and different level of communication skills.