SR EXECUTIVE Resume

SUMMARY:

To secure a position in a managerial role that will provide opportunities to make a strong contribution towards the company in terms of abilities and skills by utilizing and expanding upon related educationexperiences and intellect.

EXPERIENCE:

SR EXECUTIVE

Confidential

Responsibilities:

Designing the process flow for managed and unmanaged customers.
Managed customers: End to end support by employing a 24x7 service desk
Field team coordination with respective circle leads for new connections
Unmanaged customers: Last mile support by employing a 24x7 on call assistance
Mentoring the pilot batch of 15 calling agents.
Call flow monitoring and KPI analysis
Email and call etiquettes - Adherence and best practices
Trainings and team briefings for performance improvement
SOP validation and approvals
Adhering to a standard base model for proving an apt support to clients on call
Maintaining a streamlined and conceptual workflow while working on tickets
Timely escalations ensuring TAT adherence
SLA meet-breach analysis with the clients on monthly basis
RACI model preparation for Planned Events and monitoring the progress
End to end PE coordination
Alignment of resources and involving relevant teams
Stakeholders’ bridge calls and meetings at the end of every milestone
Working with the application teams for customized software applications
Application for handling Network Monitoring tasks
Application for accessing customer database
Application for accessing the ticketing tool
Leveraging a single window access for multiple applications.

NETWORK ENGINEER

Confidential

Responsibilities:

Worked on Cisco routers 2911/k9, ASR C7600 and Cisco switches 2850/K9
Troubleshooting and configuring of routers (CPEs/PEs)
Worked on P2 tickets and escalated P1 cases
Static routes and default route understanding
Worked on routing protocols EIGRP, OSPF, BGP
Knowledge of BGP attributes and route redistribution
Worked on switching technologies i.e. L2VPN, L3VPN and RSTP networks
Managed L3 switched network
HSRP configuration and link failover testing
Router/Switch IOS upgradation using TFTP, FTP and SFTP
Understanding of MPLS connectivity
Worked on monitoring tools:
NAGIOS and SCOM
Traffic flow monitoring (DC - DR)
Worked on Wireless Technologies:
Cisco 5500 WLCs and Access Points
WIFI support for tackling customer issues
Vendor coordination
Active participation in all the maintenance activities
Communication with stakeholders at every project phase
Suggesting customer retention policies for business improvement
Worked on VAS deliverables and new offerings to the potential/existing customers
Worked on scope enhancement strategies for providing value to the customer business

NETWORK ENGINEER

Confidential

Responsibilities:

A network engineer’s role to provide an efficient customer support for RCom's enterprise customers.
As a first point of contact, this role primarily included a set of tasks for providing an accurate update about the connectivity, the current status of any SR or about the ongoing activity on the field and/or resolving/forwarding queued cases correctly.
Installation and maintenance activities for clients’ network
Installation of routers and switches (Cisco / Huawei / Maipu devices)
Network monitoring and fault diagnosis

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