SUMMARY:

• To obtain a position in the Networking/Technical and or Product support field which will utilize my acquired knowledge and collective experience.
• Technically inclined professional armed with accomplished qualifications in Technical and Network Support Roles.
• My experiences in the industry include Product Support in start - up and established SAAS environments, Customer Technical Support roles in a 24/7 Cloud-Based environment, first point of contact Support Roles in Network Operating Centers, Data Center Co-location Support and Network Engineer.
• I’ve worked in several 24/7 support environments which included customer facing and internal support, working off hours/weekends and from home with little to no supervision.
• Effective at handling customer technical issues, creating & documenting tickets, reducing needs for re-engineering, notating the issue appropriately, escalating severity issues accordingly and achieving operational efficiency and company goals within specific Service Level Agreements.
• Capable of adapting quickly to changing business environments and needs to ensure the delivery of quality projects on time and within budget.
• Equipped with outstanding interpersonal and motivational skills to attain strategic goals and bottom-line objectives.
• Well-versed communicator with multilingual fluency in English, Dari and Intermediate Hindi.

TECHNICAL SKILLS:

The tools and technologies I’ve used during my professional career include: SSH, Telnet & Console, Bomgar Remote Support, TeamViewer, Skype, Slack, Microsoft Teams, Webex, Zoom, Application Security Support, SAAS, Data Center & Colocation Support, Network Management Systems Support, NETCOOL, Uchiwa, Grafana, Whats Up-Gold, Kibana, Nagios, SevOne, Gangilia, Cloverleaf Global Monitor, Riverbed Steel Central, HP Open View, AWS Cloud technology, VMWare ESXi, vSphere ESX, Type 1-2 Hypervisor, Cloud orchestration and automation tools (Heat, Puppet, Chef, Fuel), PHP, Google Analytics, SpeakEasy, Grovo, Hemingway, Firebug, EditPlus, Trello, Confluence, Windows Powershell, Pingdom, Elmah Remote Management Console, rTools, Mongo DB, Microsoft Azure, Google Cloud Platform, Riverbed Steel Central Portal, Squirrel, Splunk, MySQL, SQL Database Analysis, Python, Perl, Shell, Java, Visual Basic, C++, Ruby, Polymer, HTML, Javascript, SAML, Wireshark, Hadoop Ecosystem, Hive, HBase, Spark, Oozie, Tez, Lotus Notes, SSL Cert deployment (AutoSSL), SANS Certificate, SSL Shopper, VPN, 2FA, API, LDAP, ITIL, MCSE, Server troubleshoot, Windows Server Management, Managing OEM, SOE, SCCM, ASA Firewall, Wireless Technology, Routing/Switching and configuration changes, OSI 7-Layer Model knowledge, Expertise in Layer 1, 2 & 3 troubleshooting, MPLS, QOS, TCP/IP, BGP, OSPF, EIGRP, IPv4, IPv6, CCNA certified, CCNA Wireless, CCNP Routing/Switching. Worked extensively with Cisco Routers 2600’s, 3600’s, C4500X-32, Catalyst 4500/6500, 7200’s, Cisco Nexus Switches 3000/5000/7000 series, Juniper mx960, Arista 7048T, 7050S & 7508. Ticketing Systems I’ve worked with include Salesforce, JIRA, Zendesk, Right Now Service, MOSS (Remedy based), IP-Center, Scott and Trace. Operating Systems which include Microsoft Windows XP, 7, 8.1, 10, Office365, Apple MAC OSX, Microsoft Office Suite (Word, Excel, Outlook), Microsoft Windows Server 2019, 2016, 2012, Linux Redhat, Ubunto, Linux Mint, Arch Linux, CentOS, Linux Network troubleshooting.

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

Senior product Support Engineer

Responsibilities:

• Provide Tier 1/Tier 2 technical support for TrustDefender Fraud Prevention Services Product and support clients in a high-volume environment with over millions of transactions taking place in a Global Services Organization.
• Provide 24/7 network surveillance, maintenance and support via Ganglia/Grafana monitoring system.
• Identify, troubleshoot and isolate Network inefficiency, API delays, cyber threats, proactively addressing customer questions, identifying and resolving issues, providing solutions within a Windows & Linux Environment.
• Used Salesforce and JIRA to record and document issues through our ticketing systems.
• Use Confluence/Knowledge Base as our Content Management System and runbooks library to create, customize and manage information across our team and different departments.
• Work constructively and extensively with other departments in order to triage and remediate escalated issues and existing bugs, as well as manage their active directory.
• Assist clients in renewing their SSL Certificates which includes a process of obtaining CSR's, Intermediate, Root files and deploying them.
• Work closely with our Operations team regarding scheduled Maintenances, coordinating them, sending notifications to customers regarding them and monitoring for any impact, back up and roll back processes.
• Use different possible troubleshooting methods, tools to isolate network and service issues to identify the cause via telnet, ssh, Linux servers, my SQL, Cloud technology, Data Center Support and access to switches and routers in order to find the root cause analysis.
• Review code written in various languages to identify issues within customized policies and work closely with our development team to remediate them.
• Complete Projects assigned to me regarding data analysis, performance statistics in Excel etc. and complete them within a specific timeframe.
• Work off hours including night shift, weekends and working from home with little to no supervision.

Confidential, Emeryville, CA

Support Engineer

Responsibilities:

• 24/7 Network monitoring in a complex environment Operating Center using several different monitoring tools to detect incidents including Cloverleaf Global Monitor, Riverbed Steel Central Portal, Squirrel, Pingdom, Elmah Remote Management Console, rTools and JIRA for our ticketing system.
• Responsible for coordinating and monitoring the operation of computer equipment such as internal servers, load balancers and application links to our services.
• Examine, revise, approve and dispatch input and output materials according to established specifications using established programs and procedures in accordance to standing operating procedures.
• Run comprehensive diagnostic checks on a daily basis to detect machine malfunctions, and monitor control panels, magnetic tape units, and other peripheral equipment in order to verify the health of the environment.
• Involve in verifying data and performing clerical tasks, data analysis in a data processing function.
• Run scripts to test different parts of the environment using PowerShell within Microsoft Windows to confirm the health of the services.

Confidential, San Jose, CA

Network Operations Engineer

Responsibilities:

• Conducted network monitoring and management support services as a Tier 1 and Tier 2 level Support Engineer for our dedicated client Confidential in a 24/7 Network Operations Center environment.
• Supported all managed network devices within the Confidential infrastructure through careful and effective troubleshooting on a layer 1, layer 2 and layer 3 platform in order to identify and isolate potential cause.
• Worked extensively with vendors, data center technicians and Tier 3 network engineers to troubleshoot, investigate and analyze the outages, flaps, packet loss, power issue, un-announced maintenances etc. in order to prevent network impact.
• Made necessary configuration changes within a live environment in order to divert traffic within OSPF environment, BPG and interfaces to reduce inefficiency in the network & or prevent network impact on many different devices including Cisco 6509-E, Catalyst 4500, Cisco WS-4500X-32, Cisco Nexus 3000/5000 & 7000 series, Juniper mx960, Arista DCS-7508, Arista 7048, 7050S & 7050T.
• Provided 24/7 network surveillance, maintenance and support via Trace our network monitoring tool.
• Work in a fast-paced high-level environment which required me to multitask at any given moment.

Confidential, Santa Clara, CA

Customer Support Engineer

Responsibilities:

• Industry leader in Web Application Security by transforming the way organizations master vulnerability management.
• Responsible for diagnosing technical issues, resolve all process-oriented service requests such as invalid credentials, site accessibility, scan schedules, user issues, portal registration.
• Resolved all technical assistance questions associated with general user operation and administration of Sentinel Service and make sure all information is documented accordingly via Salesforce, our ticketing system.
• Identified and characterized product defects; document them in the Jira Development System. Include the priority and impact from the Customer perspective and escalate difficult problems to Support Managers/specialists using escalation process guidelines.
• Conducted ping, traceroute, whois and netstat testing when attempting to identify customer connectivity issues.

Confidential, Santa Clara, CA

Data Center Operations Engineer

Responsibilities:

• Assisted in the operation and maintenance of the Data Center and Collocations.
• Provided onsite assistance to colocation customers, worked with network engineers to setup and maintain customer servers and internal systems.
• Racked and stacked servers and network equipment in the Data Center Collocations.
• Ran cross-connects, IFC (Fiber & copper), placing hard loops, cleaning and rolling fiber cables and troubleshooted/tested cabling as needed.
• Worked with facilities staff on data center maintenance and expansion projects.

Confidential, San Jose, CA

Professional Network Management Services Engineer

Responsibilities:

• Assumed full accountability in providing 24/7 Tier 1 and 2 Advanced Network Management Support working in a Network Operations Center.
• Provided network surveillance, maintenance, and change management support for premium customers involving event detection and notification, network fault isolation and resolution, escalations, network performance troubleshooting, hardware maintenance services using Telnet, SSH, console, remote access and Linux root access.
• Handled, monitored and coordinated management network issues within an MPLS environment which included circuits consisting ATM, DS0, DS3, E1, Integrated T1, T3, Fractional T1, Private T1, Voice T1, Dynamic T1, MLPPP, P2P, ADSL, IPSec, HSRP, OC03, OC12, OC48, Internet, and Tunnel.
• Extensively utilized internal network management system via NetCool to detect alarms, identify abnormal behavior and raise electronic trouble tickets for them through our IP-Center ticketing system, and access provider edge (PE) and custom edge (CE) routers to identify point of failures within EIGRP, BGP and OSPF routing protocol environment.
• Checked and evaluated logs, routing and configuration issues; as well as conducted ping tests, stress tests, and loop tests in partnership with carrier, local exchange carrier (LEC), and field engineers in order to isolate issues.
• Determined and resolved incidents with CPE, demarc, fiber, power, and local loop issues in collaboration with ILEC, CLEC, LEC, and field technicians working at the physical data center locations.
• Rendered utmost customer service and triage the incident to execute root cause analysis of the outage during network alarm from the Confidential network management system (NETCOOL) and Whats Up Gold.
• Worked extensively with Cisco Routers/Switches 2600, 2800, 3600, 3800, C4500X-32, Catalyst 4500 & 6500, 6509-E, 7200 & 7500 series to troubleshoot Layer 1, 2 and 3.
• Made necessary Router and Switch configuration changes within specific LAN/WAN interfaces, EIGRP, BGP, OSPF in order to divert unnecessary traffic and prevent network impact.
• Worked with field engineers to troubleshoot physical equipment at various Data Center locations as well as managed their exchange server database.

Confidential, Santa Clara, CA

Network Operating Center Tech/Engineer

Responsibilities:

• Led the on-time delivery of 24/7 network monitoring services and provided 1st-level engineering response to issues that boosted subscriber connectivity and network performance
• Supported all managed networks through effective troubleshooting of router interfaces, switch interfaces, firewalls, UPS, serial line interfaces, ATM interfaces, frame-relay, ISDN, Ethernet duplex, T1, T3, DS1, multipoint interfaces, PTP circuits, and DSL
• Leveraged troubleshooting skills on Harmonic and RAD media converters, switch sub-interfaces, and configuration issues through telnet and secure shell (SSH); defined show commands to identify power, PVC, Customer Premises Equipment (CPE), and Cyclic Redundancy Check (CRC) issues
• Proficiently performed troubleshooting of Cisco 6500 switch series and Cisco 1700 router series by recognizing utilization issues and clearing counters, bouncing the interface, reloading device, and upgrading IOS
• Utilized show commands, such as show IP interface brief (sh ip int bri), show version (sh ver), show interface (sh int), show controllers (sh controllers), show log (sh log), show vlan (sh vlan), traceroutes and extended ping tests in order to isolate the point of failure.

Confidential, Fremont, CA

Technical Support Representative

Responsibilities:

• Delivered technical support for Mobile Resource Management, such as GPS, dispatch software, wireless capabilities, and fleet management tools to easily supervise mobile workers as well as performed service scheduling for vehicles and assets in the field
• Worked closely with field engineers in configuring GPS devices through the use of a 10-step troubleshooting method
• Monitored and coordinated an estimated 400 in-bound calls a month that required extensive software troubleshooting, customer support, and detailed documentation