Ashutosh Kumar
New Delhi
Summary
To learn Grey areas in the field of Computer Networking Technology and explore new ideas for the same as well as to seek job in an organization where I can utilize my skills, abilities and experience for the company requirements in IT industry that offers professional growth while being resourceful, innovative and flexible.
Nearly 19 Years of experience in Network administration, Customer Technical support and troubleshooting. Comprehensive knowledge of CISCO networking technologies and protocols Currently working with Orange Business Services in Customized service Desk for Diamond Customer Strong problem solving & technical skills coupled with confident decision making Proficient in technical and non-technical communication
Overview
3
3
Certifications
20
20
years of professional experience
Work History
Incident Manager
Orange Business Services
11.2021 - Current
- Taking weekly call with service management team of Orange to maintain alignment, ensure smooth operations, and proactively address issues before they are escalated. Regular check-ins help identify ongoing problems, track progress, and ensure accountability for resolving incidents or service disruptions.
- Taking weekly call with Problem manager to assist them for preparing root cause analysis at major incident and recurring issues, prioritized which problems should be logged, analyzed, and resolved first. To ensure incident data feeds into problem management, and problem fixes to reduce future incidents.
- Taking weekly call with customer enterprise network solution team to provide updates, review performance, and ensure proactive problem prevention, building trust and keeping services stable.
- Providing network support to Dedicated Red Carpet customer and Managing the WAN connectivity for more than 300 sites and approx. 100000 LAN devices globally.
- Providing initial troubleshooting support at SDWAN links and Legacy BVPN and Cisco LAN Switches.
- Providing initial Troubleshooting support at Wi-Fi network in Meraki environment and Cisco Aironet environment as well as Aruba LAN environment.
- Follow-up & escalations with service providers, vendors, cross-functional departments for restoration of services.
- Working on chronic cases and make improvement plan by coordinating with Customer Service Manager (CSM).
- Participate in conference calls chaired by customer service managers and other key business units to carry out critical network related activities.
- Providing technical training to team members on customer complex topologies and to help them in troubleshooting date to day incidents.
- Using Clarify, Orchestra, Ocean tools for network management.
- Responsible to ensure fault reporting data entry accuracy is maintained at the highest possible standard.
- Working as per the KPIs specified by the management so that targets are met.
- Reviewing Trouble ticket to identify the gaps and improvement plans.
- Adhere to publish processes and case excellence guidelines.
Sr. Service Desk Specialist
Orange Business Services
01.2017 - 10.2021
- Provided WAN network support to multiple Red carpet customers at the platform of customized shared desk.
- Performed initial troubleshooting support at Legacy BVPN and MPLS link. Troubleshooting on Cisco 9000series, Cisco 2800/3725/3745/3845, and Cisco catalyst (3550/2900) Switches.
- Providing initial Troubleshooting support at Wi-Fi network in Cisco Aironet environment.
- Follow-up & escalations with service providers, vendors, cross-functional departments for restoration of services.
- Working on chronic cases and make improvement plan by coordinating with Customer Service Manager (CSM).
- Participate in conference calls chaired by customer service managers and other key business units to carry out critical network related activities.
- Providing technical training to team members on customer complex topologies and to help them in troubleshooting date to day incidents.
- Using Clarify, Orchestra, Ocean tools for network management.
- Responsible to ensure fault reporting data entry accuracy is maintained at the highest possible standard.
- Working as per the KPIs specified by the management so that targets are met.
- Reviewing Trouble ticket to identify the gaps and improvement plans.
- Adhere to publish processes and case excellence guidelines.
Service Desk Specialist
Orange Business Services
01.2012 - 01.2017
- Provided initial troubleshooting support at Leased line in Frame-relay, Leased line and ISDN technology.
- Provided initial troubleshooting support at Ethernet network and MPLS network.
- Used Clarify, Orchestra, Ocean tools for network management.
- I ensured to restore customer WAN links as per the KPIs specified by the management so that targets are met.
- To coordinate with carrier vendor and internal team to find RFO on historical outage.
- Follow-up & escalations with service providers, vendors, cross-functional departments for restoration of services.
- Reviewed Trouble ticket to identify the gaps and improvement plans.
- Adhere to publish processes and case excellence guidelines.
Engineer (GIO)
SifyTechnologies
11.2009 - 03.2012
- Responsible for POP Operation in NCR in 24 x 7 environments.
- Remote Monitoring and managing the mission critical POP centres and Infrastructure consisting of routers, OFC MUX, Switches, Lease Lines and Wireless Broadband.
- Responsible for commissioning New POPs.
- Installation, Configuration and Maintenance of leased lines, Basic configuration of Switch and Routers.
- Installation of Wireless Devices (Access point) at POP.
- Conducting change management for power utilities in All POP of NCR and around NCR.
- Coordination with different ISP (Tata Tele services, Vodafone, Reliance, Railtel, Power Grid Corporation of India Limited, BSNL)
- Managing local Vendors for various requirements.
- BW capacity analysis of POP to make new customer landing on POP.
- POP devices optimization.
- On Field support for critical issue.
- Disaster management
Off Role engineer (GIO)
SifyTechnologies
11.2007 - 11.2009
- Primary and basic trouble shooting for remote devices reachbility.
- Lease Line installation.
- Wireless Access point installation at POP. Subscriber unit installation at corporate customer end.
- New POP Feasibility and new customer feasibility.
- Doing on ground feasibility as per requirement.
Off Role engineer (Broadband)
SifyTechnologies
08.2006 - 11.2007
- Provide technical support to broadband retail and enterprise customer of company.
- To provide consultation and technical support for LAN infrastructure set up to Home user broadband provider.
- Auditing LAN set up of local broadband provider for Network hygiene.
- To generate report of new customer installation.
- To work on generated customer fault report.
- Disaster recovery support to of local broadband provider.
Education
BE - Electronics & Communication
Veer Bahadur Singh University
Jaunpur01-2001
Skills
ISP Infrastructure Operation, RF Network planning, implementation management
Optical fiber network planning and service Support,
Network optimization, Project management
Working expertise at various networking devices – Routers, Switches, Modems, Access Point, Subscriber unit
Configuration and Troubleshooting at SDWAN Viptela network
Configuration and troubleshooting of WAN services – Metro Ethernet, MPLS, DM VPN and SSL VPN
Certification
CCIE CCIE Enterprise Infrastructure certification (Pursuing)
Awards and Recognition
Customer Experience Champion for 1H2026 (AMER region), Customer Experience Champion for 1H2024 (AMER region), Customer Experience Champion for 2H2023 (AMER region), Best customer services improvement award 2015 by NTT communication, Best performance nominees and promoted as on role engineer of Sify 2009, Top 2 nominees for best broadband engineer 2006-2007
Strengths
- Believes in commitments and long term relationships.
- Good team participant.
- Curious to know and learn about technologies and upcoming thing.
Personal Details
- Father’s Name: Shri Yogendra Singh
- Date of Birth: 16.06.1978
Timeline
Incident Manager
Orange Business Services
11.2021 - Current
Sr. Service Desk Specialist
Orange Business Services
01.2017 - 10.2021
Service Desk Specialist
Orange Business Services
01.2012 - 01.2017
Engineer (GIO)
SifyTechnologies
11.2009 - 03.2012
Off Role engineer (GIO)
SifyTechnologies
11.2007 - 11.2009
Off Role engineer (Broadband)
SifyTechnologies
08.2006 - 11.2007
BE - Electronics & Communication
Veer Bahadur Singh University