Specialist - Hexaware technology - Chennai, India
(2022-05)
Provide comprehensive technical support for optical fiber systems, with hands-on experience in troubleshooting network devices. Manage international customer calls, troubleshooting, and data accuracy improvements. The individual offers comprehensive technical support for optical fiber systems, specializing in troubleshooting network devices with hands-on experience.
Manage international customer calls, resolving technical issues efficiently to maintain high service standards. The process involved thorough validation of technical data, including GPON lists and CRM credentials, resulting in a 15% enhancement in data accuracy.
- Troubleshooting Expert: Diagnose and resolve hardware, software, and network issues.
- Customer Support: Provide assistance to clients or internal teams via email, phone, or chat.
- System Maintenance: Ensure systems are updated and functioning efficiently.
- Analyze complex datasets and produce critical reports, facilitating decision-making and process improvements.
- The individual is responsible for ensuring data security compliance, managing SLA, KRA, and MTD reports
- Provide technical support and customer-facing assistance for network services, escalate issues and ensure timely resolution in line with service level agreements (SLAs)
- Act as a liaison between field/engineering teams and customers, ensuring that test results, faults, and service tickets are tracked and resolved.
- Log and track incidents, service requests and test tasks in ticketing system (such as ServiceNow and SEA-US,ITSM tool).
- Carry out fiber-optic network testing, commissioning and quality assurance for customer networks (including LT/FTTH/FT Tx etc.)
- Collaborate with engineering/field teams to resolve customer issues and ensure timely follow-up and closure.
Engineer L1 - CSS corp technology - Chennai, India
(2021-09 - 2022-04)
- Managed trouble tickets and work orders using BMC Remedy and AWE. Prepared detailed outage and alarm reports, ensuring timely communication with support teams.
- Supported end-to-end network operations and collaborated with technical Teams for resolution.
Network Operations Associate - UST Global Technologies - Chennai, India
(2019-01 - 2021-03)
Monitored and resolved network issues across multiple domains, including LTE, BSS, and transmission. Used specialized tools to monitor sites and resolve critical incidents.
- Issue Resolution: Respond to and resolve technical inquiries or complaints.
- Documentation: Maintain records of technical problems and solutions for future reference.
- Monitoring Systems: Keep an eye on systems to prevent potential failures.
- Worked with Change management Team by creating the Change request, the changes belongs to different Domains like RAN, TXN, IP, and ENV equipment.
- Analysing the End to End Details of the Site like dependencies, and Service Impact of the Activity.
- Coordination with Different domains once the change activity started to monitor on fluctuation of Devices.
- Once the Change completed getting the complete details information from the Engineer if there is any fault occurred in the Site.
- And Co- coordinating with Order Management Team (Spares Team ) if the equipment got faulty while change occurs.
- In Incident Management or Service Delivery Management my support is as L1 and L2 Engineers.
- Coordinating with Different Domains Like (FSD, HFC, RAN, Transmission &IP ) With Onshore & Off Shore Teams.
- Explaining the Issues for team members for the Trouble Tickets raised for the impact in the network belongs any on the domains in Onshore or Offshore.
- Coordinating with engineers Working in the Onshore/ Offshore for the basic level Troubleshooting for the issue to be resolved.
