My prior work profile also included using network automation tools, network security and voice technologies namely: Voice – UCCX/E, Call Manager, CME, GATEWAYS, PBX, T1/E1, SIP, H.323, MGCP,
Security - SSL, IPSEC, GRE, PROXIES, LDAP, AD, HTTP, Wireshark, R&S - RIP, EIGRP, OSPF, BGP,DM-VPN,MPLS, VMWare, VPN, VBS Scripting, Java, C, Network Design, Management - Object Oriented Analysis and Design techniques, Unified Modelling Language (UML), Unix/Linux system administration and Customer Service.
August, 2017 to March, 2018 |Product Support Engineer(Network Security), I Zscaler Inc.
Provide second line phone/email consultation to independently debug complex security/network problems.
May participate in a 24x7 Support Operation and 24x7 on-call rotation.
Interface with Engineering and assist the customer with testing or troubleshooting.
Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams
Create entries in our technical support on-line database to accurately document any incident resolution that is not found in our knowledge base.
Assist in developing on-going training programs for the department.
Promote a team environment by assisting and contributing to fellow
Zscaler employees whenever necessary to enhance the professional development of everyone within the organization.
Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
Understand the product direction and customer use-cases and provide input on product & code changes through all points of the product cycle.
November, 2015 to June, 2017 |Associate Network Engineer(Cisco TAC - UCCX Team), I Aricent
Day-to-day support of our customer's voice networks.
Troubleshooting technical faults and providing satisfactory fixes to the customer.
Regularly updating customers on progress of faults by telephone and email.
Regularly updating ticketing system Service Now with quality notes detailing progress and actions completed on open incidents, problems and change requests.
Completing customer network Change Requests, including impact and risk analysis, implementing out of hours where required.
Working as part of an on-call rota to provide Tier 2 technical expertise to 24X7 Tier 1 team outside core hours
Providing input to customer facing Technical Incident Reports.
Capturing repeat faults and undertaking root cause analysis.
Proactive identification of fault trends.
Development of Manufacturer relationships.
June, 2013 to July, 2015 |Cisco RMS Customer Support Engineer, IPSOFT Global Services
Providing network/telephony configuration and programming as per user/business needs.
Work with customer and partner sales and technical teams (Cisco TAC) to provide solutions on issues related to VOIP/Cisco Telephony and troubleshooting other network problems and emergencies such as digital connection (T1) repair and Cisco Voice router, switches and PC issues.
Virtually installing, testing, configuration, implementation, and support for VoIP installations as necessary through VPN and telnet/SSH mediums.
Work with management team to develop a comprehensive and successful Cisco Unified Communications business unit and plan to provide excellent customer service and maintaining existing network infrastructure by rectifying issues alerted by automated system.
Accessing and recommending improvements to current design of the client.
Working with users to formulate and document telephony business requirements.
Identifying and evaluating inefficiencies and recommending optimal business practices, and system functionality and behavior.
Taking responsibility for deploying functional VOIP solutions, such as creating, adopting and implementing system test plans, which ensure acceptable quality and integrity of the system.
Creating user and training documentation and conducting formal training classes for VOIP/Telephony.
Acting as reference and information source, providing guidance and assistance in telephony issues/ system project decision making process.
March, 2013 to May, 2013 | Service Desk Associate, IBM, Bangalore, India
Managing windows administration tasks supporting Bank of Ireland(client).
Duties involved checking e-mails from bulk inbox & distribution and ticket creation of the requests throughout the team.
Meet program specific key performance indicators as given by management.
Accurately document and update records in the required system.
Escalate faults and problems reported by the customer to tier 2 team.
Taking ownership of the requests received from the end customer and processing it in required time.
Providing high quality customer service as job involved being the first point of contact for end customers.
Filtering the different types of requests from customers received on email and appropriately assigning the work to the right team whilst taking the action as trained by the management.
January, 2009 to June, 2011 |Sales Advisor, WHSmith, Victoria (Part-Time work along with University)
Providing advice and assistance for various different features of products to customers.
Dealing with customer complaints if products are returned.
Handling stock deliveries and restocking.
Serving customers over the counter as well as helping them with their enquiries throughout the shop. This role included being trusted handling money.
Handling stocks & managing inventory.
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