Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Accomplishments
Timeline
Generic
ANAS TK

ANAS TK

Network Engineer
Bangalore

Summary

Dynamic & technocrat professional with 5+ years of overall experience in the field of Network operation support along with the proficiency in diagnosing & troubleshooting technical issues, including account setup and network configuration. Well-versed in communicating with clients through a series of actions, either via phone, email or chat, until they've solved a technical issue, as well as properly escalate unresolved issues to appropriate internal teams. Competent in quick & correct feedback to customers, documenting & closing all the issues, and publishing accurate and timely RCA reports. Adroit in prioritizing & handling multiple open issues at a time while following up with clients to ensure their IT systems or services are fully functional after troubleshooting.

Overview

6
6
years of professional experience
4
4
Certifications

Work History

PROBLEM MANAGER

_VOIS
BANGALORE
06.2022 - Current
  • Identify recurring trends and focus engineering efforts to target the root cause of the issue
  • Communicating and engaging the proper resources to identify, remediate and fix the issues permanently
  • Maintain inventory of problems under analysis and their current progress and status
  • Prepare detailed root cause analysis (RCA) report for each problem record, shared with customer and stakeholders
  • Chair weekly and monthly problem management calls to discuss ongoing problem investigations with customer and stakeholders
  • Responsible to perform quality audit of the problem tickets dealt by the team
  • Own the problem management process and strive for continual process improvement in integration with change and service management teams
  • Managing the risks and known errors in respective database
  • Troubleshoot predictive tickets and resolve the issue from occurring
  • Responsible for on-boarding new customers to the problem management process and setting up reports for the same
  • Responsible to drive any process improvement/upscaling programs within the team
  • Conduct internal training for process improvement and cross-functional training on ITIL practices
  • Actively take initiative to conduct projects in order to routine health checks of the services handled.

Network Engineer L1

_VOIS
BANGALORE
04.2021 - 06.2022
  • Proactively monitoring customer equipment related to internet and telephony
  • Understand and record customer service issues or requests
  • Log tickets and troubleshoot various network-related issues with service providers (Eircom, Talktalk, BT etc.)
  • Initiating diagnostics and performing proactive analysis for all faults
  • Adhering to SLA and ownership of incidents throughout the life cycle
  • Coordinating with vendors and 3rd parties on priority based on a situation
  • Understanding business impact and sensitizing reported faults escalating within management
  • Ensuring Clients/Stakeholders are regularly updated about the ongoing issue
  • Job role involves SME tasks along with weekly and monthly reports
  • Trained new joiners on the BAU process followed and gave hands-on experience on tools.

Network Engineer

_VOIS
BANGALORE
06.2018 - 04.2021

Education

Bachelor of Computer Application - undefined

Acharya Institute of Graduate studies

Skills

Troubleshooting Proficiency

Certification

CCNA Routing & Switching

Personal Information

  • Date of Birth: 06/10/1994
  • Nationality: Indian
  • Marital Status: Married

Accomplishments

Honoured to receive VNO Operational excellence award from Head of Vodafone UK Network operations for exemplary contribution to Vodafone Network Operations

Timeline

PROBLEM MANAGER

_VOIS
06.2022 - Current

Network Engineer L1

_VOIS
04.2021 - 06.2022

Network Engineer

_VOIS
06.2018 - 04.2021

Bachelor of Computer Application - undefined

Acharya Institute of Graduate studies

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ANAS TKNetwork Engineer