L2 support Analyst
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Immediate joiner with over 10 years of Experience in IT, Telecom domain.
L2 lead support analyst, worked on different Telecom projects handling various Global and National clients throughout my career. Lead L1 team. Projects include VAS, OBD, IBD, IVR and most recently BulkSMS.
Expertise in AP messaging service and Application support / production support / customer support.
Skills include Linux, MySQL, SQL, SMPP, SMSC, Nagios, Wireshark, JIRA, KIBANA, TCP/IP etc..
àHaving 11+ years IT experience. Skills include Customer support / Application support / production support on Windows / Linux platforms and JAVA applications on L2 Level. Worked on Telecom projects which include VAS, BulkSMS, OBD, IVR etc..
àInteracting with Clients being on front end for service related issues and provide solution within the TAT.
àLead L1 team and ensure all tasks and responsibilities completed and carried out and comply to SOP.
à Dealt with A2P messaging service (Bulk SMS) in Application support/ production support environment as L2 analyst using SMPP tool.
àHandled various Global, National and Govt. clients in different Telecom projects like BulkSMS, OBD, IBD, MCA and GPRS.
àWorked on different technologies like LINUX, MySQL, SQL server, JIRA, SMPP, TCP / IP, Nagios, Wireshark etc..
àAnalytical thinking and creative problem solving. Able to apply customer service concepts to improve user experience for clients, employees and administration.
àExperienced in indecent management, data visualization and monitoring using tools like Kibana, Service now, JIRA
Graduation in Computer science.
