IT PROFESSIONAL

To work with an organization where I can continuously learn in the pursuit of achieving functional excellence, thus getting maximum job satisfaction and optimum career growth.

Experience

Infosys Ltd. Senior System Engineer 16 Dec, 2019 – Present

Projects: : ExxonMobil

• Working for US client under the IT Support Team. • Troubleshooting MPLS and Internet circuits for issues – Link Failure, Packet Loss, Latency, URL Unreachable. • Checking the service request like port opening, optimizing and configuring the policies on firewall. • Performing traffic failover and health checks for the requested site. • Preparing MOPs for the OS upgradation, interacting with the local IT person and upgrading the Cisco Router and ASA firewall OS in the given downtime. • Worked on Fortigate and ASA firewall for port opening request, configuring and optimizing the firewall policies on ASA, capturing the logs between source and destination for troubleshooting. • Preparing the database of all the active devices for upgradation activity, ensuring that there is no decommissioned device present in the upgrade list. • Co-ordination with Local Loop providers/Last Mile – Level 3, AT&T for the media issue. • Handling the escalation, perform the impact analysis for the outage, initiating the bridge, engaging the concern teams and updating the leads at regular interval.

Tata Communication Ltd. Customer Service Executive 16 Sep, 2017 – 14 Dec, 2019

Projects: : Multi Service Desk

• Handled 300+ international premium customer and escalation during major network outage. • End to end accountability of Severity 1, Severity 2 and Severity 3 incidents and service/change request tickets. • End to end visibility and ownership from ticket creation to ticket resolution. • Troubleshooting and resolving the issues - packet drops issue, slowness and URL issues. • Shifting of customer traffic from primary link to Secondary link (failover activity). • Verifying Tata managed local loop – wired and wireless media for fiber cut or media degradation. • Scheduling and performing the health checks on local loop media for the customer site based on the complaint history proactively. • Worked on Versa SDWAN and Zscaler proxy. • Maintaining customer relationship, ensure customer responsiveness, improve the customer satisfaction. • Co-ordination with International last mile – Level 3, Singtel, Versatel, CBC Comm, CEC, Neutrona etc for the media issue. • Co-ordination with Indian Last mile like Sify, Reliance, Railtel, Bharti, , TTML for media issue.

Technical Skills

Routing and Switching Skills:- • VPNs - MPLS VPN, IPSEC VPN, DMVPN. • Routing protocols - Static Routing, OSPF, BGP, HSRP. • Switching - VLAN, STP, Q-in-Q Tunneling, Ether-Channel.

Transmission Skills:- • Transmission media – SDH,PBB, NLD, DGE (p2p and p2m networks)

Other Skills:- • Cloud Proxy - Blacklisting/Whitelisting of URLs on Zscaler, Capturing the header trace from user PC for fault isolation. • SDWAN - Basic training of Versa SDWAN and L1 troubleshooting. • Avaya PBX - Basics of call flow (On-Job Training L1 troubleshooting). • Firewall - Port opening and policy configuration on Firewall, OS upgradation on ASA 5K series Firewall, Capturing the logs on the firewall for troubleshooting.

Certification

• Cisco Certified Network Associate – CCNA Route & Switch (200-125), CCNA Security (210-260) Cisco ID - CSCO13259735

• Zscaler Certified TAC Associate – Internet Access (ZCTA-IA)

• Fortinet Certification – NSE 1, NSE 2 and NSE 3

Tools and Devices

Router – Cisco ASR 9k, 1k series, Cacti, MRTG (used to check the Spotlight, CBOSS, ICUBE (used Cisco ISR router, Juniper ICR CPU, memory and bandwidth to check the L1 circuits) Router. utilization,) ASA Firewall – 5500 series SFDC (used to find the customer ServiceNow (ticketing tool) details) MUX – Tejas 1500J Wireless One (To check the Base Zscaler (used to check the station connectivity) customer logs captured by the cloud proxy)

Educational Qualifications

• Completed B-Tech in Electronics and Communication with 7.2 CGPA (First Class) in 2017 from Uka Tarsadia University. • Completed H.S.C with 66.00% in 2013 from Kendriya Vidyalaya No.1, Surat • Completed S.S.C with 8.2 GPA in 2011 from Kendriya Vidyalaya No.1, Surat India

Personal Profile

Date of Birth : 7th April, 1995 Contact : 9374508000 Email : [email protected] Gender : Male Marital Status : Unmarried Nationality : Indian Languages Known : English, Hindi, Gujarati

Date : _ _ /_ _ /_ _ _ _ Place : Pune Rinam Shah