Abhishek Das Ghose
INCIDENT MANAGEMENT PROFESSIONAL / NETWORK ENGINEER
Kolkata
Summary
Seeking assignments in Networking Operations/Administration, Technical Support and deliver solutions for complex technical requirements, in the IT/Telecom sector, motivated for achieving growth by contributing and learning in a team with global exposure. Have high team spirit and excellent interpersonal skills, required for working with the global teams, Disciplined, responsible and be a person of integrity and values with accountability as part of behavioural traits. Experienced with incident management, ensuring seamless resolution of critical issues. Utilizes strong analytical and communication skills to coordinate with various teams for timely incident resolution. Track record of maintaining high standards in incident response and documentation.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Incident Manager
BT e-Serv (India) Pvt Limited
KOLKATA
09.2023 - Current
- Acting as Transition Backup
- Maintain a database of tools required for our team and Access status for team members
- Understanding customer infra and handling issues/stakeholders for customers as and when required
- Scheduled call monitoring and attending them
- Queue Monitoring and taking required and appropriate actions to lower the count
- Intervening on the Ageing cases by bringing different stakeholders on call and driving the incident E2E
- Initiating Closure drives to keep the count under control for the desk
- Initiating Daily sync up call which is mainly focused to discuss with the agents on High Severity incidents which are on their respective names and driving the incidents in correct directions to provide resolution
- Monitoring Incidents and managing Escalations and customer dissatisfaction
- Respond to the issues reported by customer predominantly through voice and emails, chat, etc
- Identify, investigate, and diagnose the issue
- Follows the incident life cycle as defined by process - log the incident - categorize and document - resolve or assign the incident to relevant assignment group
- Achieve client and organization defined targets
- Good understanding of ServiceNow
- Delivers critical customer technical support for network, hardware, and infrastructure development
- Managing incidents and outages across various technology verticals - by way of accurate information collation from users reporting of incidents, assessing the issues to make L1 trouble shooting and isolation of the exact IT function
- Engaging with technical teams in tracking down actual incident cause and discussing/explaining to senior executives and other non-IT departments, of the various aspects of incidents and outages
- Representing the Tech Ops team on various discussions related to incidents, like addressing Operations concerns/observations or analyzing details along with various functional IT teams to explain incidents/outages
- Build documented processes towards effective incident management with clear areas of reducing time to response, isolate and transfer responsibility to owner team(s) for resolution
- Daily monitoring of tickets (real time) to manage proper assignment to queues and identify any critical business or IT infrastructure impact
- Be the SME and mentor for the team to groom them in their roles as well enhance them for service operations
- This position involves supporting a 7x24 high availability environment, which at times requires unplanned extra hours or weekend work due to severity 1 type incidents
- Have exposure on ITIL based ticketing tool and good understanding to maintain network uptime and SLA for LAN, WAN, WLAN
- To enhance and modify existing programs and initiatives so that effectiveness is improved with every cycle
- Attempt first time fix, dealing with customer, suppliers as necessary
- Carrying-out re-engineering of network designs, trouble shooting and problem resolution of elusive customer network difficulties
- Escalate support calls to the appropriate 3rd line team if unable to resolve the incident
- Demonstrate high levels of customer service when dealing with clients
- Look to exceed expectation
- Update customers by telephone or e-mail on the progress of a support call or to ask for additional information
- Liaise with Vendors and Third parties for circuit or hardware issues and escalate as per SLA's defined to restore services in minimal possible time
- Handle incoming emails from customers ensuring they are acted upon in a timely manner
- Escalate service exceptions and high priority incident tickets appropriately within the business
- Liaise effectively with colleagues and stakeholders to meet customer requirements
- Attending service review calls weekly basis for multiple customers
- Conducting Huddles so that important updates and lack of daily hygiene in BAU can be discussed and reaches out to wider audience
Network Support Engineer (L1)
BT e-Serv (India) Pvt Limited
KOLKATA
02.2020 - 08.2022
- Supporting worldwide network infrastructure of multiple organizations including banking and financial organizations across the globe on SDWAN , MPLS , Internet network
- Troubleshooting Enterprise networks using Cisco Catalyst Centre(DNAC) , Cisco catalyst 9800-L WLC and ISE
- Investigating and resolving issues in WAN – reachability of Internet/Intranet destinations, link flaps, packet loss, latency, errors, link congestion etc.
- 1st level Troubleshooting for IP Routing issues - Static routes, BGP, PBR, PE-CE routing, routing loops, asymmetric routing, route filtering (prefix-lists, route-maps)
- Investigating and resolving issues in WAN – reachability of Internet/Intranet destinations, link flaps, MTU issues, packet loss, latency, errors, link congestion etc
- Co-ordinate with different ISPs involved wherever there is Loss of Connectivity/Links down
- Prepare and/or validate / IOS upgrade configuration for new installations for managed WAN service
- Affected Services include issues for Routing at LAN/WAN end, Loss of Connectivity/Site Down, Device Down, Faulty Port/Cards/Slots/etc
- VLAN & HSRP issues, Traffic Shifting
- Delivers critical customer technical support for network, hardware, and infrastructure development
- Configuration and troubleshooting of static routing, dynamic routing and Routing protocols like EIGRP, OSPF ,BGP.
- Expertise with advanced switching technologies and protocols (VLANs, STP, EtherChannel, Layer 3 switching) on Cisco Catalyst platforms.
- Good knowledge on OSI and TCP/IP models, TCP and UDP protocol
Project Coordinator
Hughes India Communication
02.2018 - 02.2020
- Maintaining and monitoring project plans, project schedules
- Coordinating with team and getting the Installation and commissioning of the V-sat on Committed Timeline
- Handling Down calls and troubleshooting the same by making the link up within SLA
- Assess project risks and issues and provide solutions where applicable
- Ensuring timely materials get delivered by handling the logistics part
Engineer
Wipro Infotech Pvt Ltd
04.2017 - 02.2018
- Worked on Airtel IWAN project under the payroll of Renovision Automation Pvt Ltd
Co-ordinator
Wipro Infotech Pvt Ltd
09.2016 - 02.2017
- Worked on Reliance Jio Microwave Dismantling project under the payroll of Renovision Automation Pvt Ltd
Team Lead (Project Coordinator)
Wipro Infotech Pvt Ltd
07.2015 - 04.2016
- Worked under the payroll of Renovision Automation Pvt Ltd on the Project (Tikona Digital Network (TDN)) which basically provides Wireless Broadband & lease-line services to Enterprises, SMB & retail customers
Network Engineer (Coordinator of NOC)
Gemini Communications
11.2014 - 06.2015
- Worked under Tikona digital network project of Gemini Communication
PM (Preventive Maintenance) Engineer
Gemini Communications
07.2014 - 10.2014
- Worked under the TCL project of Gemini Communication Ltd
Field Engineer
Gemini Communications
02.2014 - 06.2014
- Worked on the Project of TTSL (Tata Teleservices Pvt Ltd)
Education
B.Tech - Electronics And Communications Engineering
Swami Vivekananda College
Bhopal 01.2008 - 01.2012
Higher Secondary - Science
Kalyani Central Model
Barrackpore 04.2001 - 01.2008
Secondary - undefined
Central Model School
Skills
LAN troubleshooting
WAN troubleshooting
Cisco 3400 switch
Ubiquity wireless device
Mogra managed switches
Realtime managed switches
SNOW Tool
Ruckus Flexmaster
Ubiquity AirControl
Troubleshooting skills
Access Points
Service delivery
Assurance
Vendor management
Customer complaint management
Cisco Stackwise technology
undefinedPersonal Information
- Passport Number: YES
- Father's Name: Swapan Kumar Das Ghose
- Date of Birth: 06/03/89
- Gender: Male
- Nationality: Indian
Networkingskills
VLAN, DTP, VTP, STP, Ether-channel, Access Port, Trunk Port, OSPF, BGP, ACL, Port Security, 802.1x, MAB, AAA, RADIUS, HDLC, PPP, Cisco 9800 WLC cloud controller, Cisco DNAC, CCSDWAN, CISCO ISE
Certification
ITIL 4 Foundation
CCNA
Cisco ID :- CSCO14697578
Timeline
CCNA 200-301
07-2024
Incident Manager
BT e-Serv (India) Pvt Limited
09.2023 - Current
ITIL 4 Foundation
03-2023
Network Support Engineer (L1)
BT e-Serv (India) Pvt Limited
02.2020 - 08.2022
Project Coordinator
Hughes India Communication
02.2018 - 02.2020
Engineer
Wipro Infotech Pvt Ltd
04.2017 - 02.2018
Co-ordinator
Wipro Infotech Pvt Ltd
09.2016 - 02.2017
Team Lead (Project Coordinator)
Wipro Infotech Pvt Ltd
07.2015 - 04.2016
Network Engineer (Coordinator of NOC)
Gemini Communications
11.2014 - 06.2015
PM (Preventive Maintenance) Engineer
Gemini Communications
07.2014 - 10.2014
Field Engineer
Gemini Communications
02.2014 - 06.2014
B.Tech - Electronics And Communications Engineering
Swami Vivekananda College
01.2008 - 01.2012
Higher Secondary - Science
Kalyani Central Model
04.2001 - 01.2008
Secondary - undefined
Central Model School
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