Deepak Rathi
Faridabad
Summary
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong communication skills to explain complex information clearly to customers. Track record of maintaining high levels of customer satisfaction through effective problem-solving and support.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Care Specialist
Lumine Software Solutions (Motive) India Pvt. Ltd.
06.2024 - Current
- Role and responsibilities same as below i.e
- In last role in Nokia solutions and networks
Technical support specialist-Global Delivery Center
Nokia Solutions and Networks
04.2016 - 06.2024
- Company Overview: Telecommunications/ISV’s/CSP’s
- Application support for both containerized (Kubernetes, OpenShift etc.) and non-containerized (RHEL) deployments
- My KRA’s are to develop a solid understanding of IMPACT (Mobile/ES/IoT) products design, feature/function, customer use cases, deployment architecture, device protocols and device operations; and to use this knowledge to diagnose customer issues and implement solutions, covering but not restricted to below:
- Troubleshoot/resolve CSP’s problems of complex nature involving product, application configurations, integration, custom integrations, database, networking, code defects, or other environmental issues promptly and meet defined SLA targets
- Develop expertise in device management products and partner with the product development team to improve the overall maintainability/reliability of the products
- Escalate issues on JIRA tool that need further support to L4 or R&D and lead joint troubleshooting of critical & complex cases/issues
- Analyze application/platform logs, tcpdump, application thread dumps, and heap dumps and provide necessary modifications to provide a workaround/resolve the customers issues in a production environment
- Regularly update customers via case/IM tool i.e., Salesforce, of ongoing troubleshooting and resolution efforts, tracking and effort booking etc
- Contribute to the knowledge management system (via KB articles) to share knowledge within, across teams, and with customers as and when needed
- Reproduce and report product/application defects/bugs/feature requests/enhancements to the product development team and escalate unresolved problems for a resolution to translate it to customer updates
- Provide 24x7 "on-call" support for escalated issues or outages on a rotation basis (on-call Rota)
- Preparing SDR (service disruption report), ODR (Outage delivery report) & detailed RCA report on outage cases and delivering to customer within the SLA’s
- Identify serviceability requirements from outage incidents and contribute towards increasing the product robustness and reducing outages
- Proactively seek out, research, and recommend/implement improvements to better serve customers
- Cultivate cross-departments communication, collaboration, and synergy
- Ability to work with teams from various business groups (BG’s) to bring expertise and solutions to the end customer’s problems, queries, or requirements
- To mentor new joinee and other team members and share knowledge as the products evolve and thus help ensure the success of the CARE team
- Troubleshooting thread and memory issues in Java applications
- RDBMS databases (MariaDB & Cassandra), Jasper Reporting server, and data analysis
- Envolve DBA as and when required
- Supporting Device management protocols (OMA-DM/CP, or IoT, LWM2M protocols)
- Understanding of containerization, Docker, and Kubernetes concepts
- Network protocols including sockets, HTTP, TCP/IP, SSL, and networking basics (packet capturing, routing, Firewall and load balancing)
- Basic understanding of Diameter protocol (AAA/DRA), and concepts of HSS, HLR, and SMSC
- Hands-on Experience with RabbitMQ, Nginx, Prometheus, and Grafana
- Excellent written and verbal communication skills to interact within and outside Nokia/Motive (customer meetings etc.)
- Proven analytical, technical, and problem-solving skills
- Keen to learn new things and work independently and adapt quickly with a positive attitude
- Be a team player who readily shares knowledge via KM and supports team but can also work independently
- Possesses excellent communication and organizational skills and be an independent, self-motivated, detail oriented, fast learner, with good decision-making and troubleshooting abilities, can quickly adapt to new information
- Telecommunications/ISV’s/CSP’s
Lead Engineer
Mahindra Comviva Technologies Pvt. Ltd.
10.2011 - 04.2016
- Company Overview: Telecom/Internet: VAS & Packet Data
- Providing L1 & L2 support for various VAS & Data products of OEM’s viz; Nokia, HP, Mcarbon, Juniper, Apalya & Ericsson ISV’s for Nokia Browsing Gateway, Device Manager- OTA (NSN), Radius (Juniper), Single-IVR (HP), Video Gateway (Ericsson), Dynamic SIM activation (DSA) (Mcarbon) & Mobile TV (Apalya) application services
- Providing L2 service level application-based support for various Fault Management & Configuration Management related tasks for WAP Gateway, Device Manager (SADM) & AAA (Accounting, Authorization & Authentication) Radius products
- Pan India SADM O&M, Incident Management, Fault management, configuration management
- Updated DLU (Device Library Update) installation as per latest release
- SADM reporting solution management, providing apt SADM reports to client as per requirement
- End to end support in upgrading SADM version from SADM8.0SP3 to SADM10MP1 with ISV for smooth transition of all SADM interfaces (SMSC, third party apps, CSD, HLR, Message Broker, OneNDS etc.)
- Extracting Triplet combination (MSISDN, IMSI, and IMEI) & device make/model from oracle database using customized queries
- New DM-SMSC account configuration & management
- Existing DM-SMSC account management, troubleshooting whenever an activity/outage in any SMSC so as to provide seamless DM service availability to end users
- Bulk Management: Sending bulk GPRS settings/text messages as per client requirement
- Offline Triplet updating activity before any new circle migration to a particular SADM HUB (total 4)
- Providing L1 & L2 support for Bharti PAN India VAS Services (S-IVR, VIG, DSA, and Mobile TV product-based services at Pan India)
- Perform 1st level fault diagnosis and rectification on all systems
- Handling Open Call Media Platform (OCMP) which is the growing HP product in Telecom Industries
- Coordinated with different ISVs for load testing & application level testing
- Trouble shooting on VXML and CCXML codes
- Trouble shooting on Network and Platform (OCMP) related issues
- Recommend timely actions and solutions to customer service requests
- Interacting with clients and managing services to desired needs
- Reporting critical or higher level of issues for application to respective ISV’s (Product team) & supporting till case closure
- Performance reporting & reporting areas of deviation
- Telecom/Internet: VAS & Packet Data
Packet Core Engineer (O&M)
Nokia Siemens & Networks Pvt. Ltd.
04.2011 - 10.2011
- Company Overview: Value Added Services (ISV)
- Worked as Managed Services SPOC for Nokia Customer Experience Management (CEM) solution for Bharti Airtel India’s Packet Core Network for PAN India (North, South, East & West zone)
- CEM solution is designed to assist client in understanding, improving and assuring the end user perceptions - what services to offer, which services are performing better, find the revenue leakage areas, finding most used services, how to ensure top quality throughout the full-service lifecycle
- Value Added Services (ISV)
Engineer: Value Added Services (Operation & Maintenance)
Nokia Siemens Networks Pvt. Ltd.
09.2009 - 03.2011
- Company Overview: Value Added Services (ISV)
- SPOC for various O&M related tasks for North India’s WAP (Wireless Application Protocol) & AAA (Accounting, Authorization & Authentication Protocol) Radius setup for Client & other teams in the network availing wap & radius services
- Responsible for operation and maintenance (O&M) of 25 WAP solution & AAA Radius nodes acting as critical nodes in intranet portal & GPRS services for the operator
- Coordination with numerous stake holders like IBM, Ericsson, Yahoo, Facebook, Samsung, Frenzo, Vuclip, Onmobile etc for complaint related to GPRS & Intranet Portal and root cause analysis with the help of Nokia care team (L2 Level)
- Business Configuration and planned activities of WAP Gateways & Radius servers
- Reporting critical or higher level of issues for application to Nokia care team while hardware issues with respective vendor and coordinating with them till the case closure
- Coordination with internal customers for smooth operation of VAS services
- Report generation from VAS nodes as per customer requirement
- Implementation/integration of new features/projects on vas nodes as per the business requirements e.g.: Hp open view O&M tool configuration, ntp configuration, WAP up gradation to MP21(Patch level) etc
- Helped the NSN team in installation & fine tuning of Juniper AAA SBR/HA setup in West Hub (Mumbai) as part of AAA expansion
- Helped in cut over of NWG (Nokia Wap Gateways) 4.1 to NBG (Nokia Browsing Gateways) 4.0 solution as part of Client’s 3G readiness for North India hub
- Hands on L1 level (O&M, configuration management & troubleshooting) experience on below products
- Value Added Services (ISV)
Engineer-Support
One97 Communications Pvt. Ltd.
12.2008 - 09.2009
- Company Overview: Value Added Services (Telecommunication)
- Operation and maintenance related tasks on the live servers of Vodafone operator running pan–India level 888 & other IVR, and other outbound services
- To Provide Level 1 support
- Configuration Management.(SS7 & E1)
- Installation and Configuration of Operation Administration & Maintenance Tool in different Circles of Vodafone operator (In-house Project)
- Working on Contarra Cameleon Platform, Functional Testing of SS7 Links & Locate alarms and errors
- Working on Mysql for various database related activities (backup, insertion, deletion etc) on servers
- Fault Management
- Maintain the backup of the Servers
- Value Added Services (Telecommunication)
Desktop Support Engineer
Omaxe Ltd.
09.2008 - 12.2008
Education
Six Months PG Diploma - Wireless Technologies & Applications
C-DAC
07.2008
Bachelor’s in Engineering - Electronics & Comm. Engg.
S.B.M.N. Engineering College
Rohtak, Haryana01.2007
H.S.C. -
South Delhi Public School
01.2003
S.S.C. -
South Delhi Public School
01.2001
Skills
- RHEL 8x
- RHEL 7x
- Solaris 59
- Solaris 510
- AWS
- Azure
- Kubernetes
- RedHat OpenShift
- MariaDB
- Cassandra
- Juniper AAA
- NBG40
- F5 LB LTM 3900
- F5 GTM
- VoLTE
- VoIP
- 5G
- Networking
- TCP/IP
- OMA-DM/CP
- IoT lwm2m
- Nginx
- F5
- REST
- SOAP
- Jaspersoft Reports server 75x
- HP-OVO
- HP-SM
- Nagios
- Grafana
- Prometheus
- JIRA
- Salesforce
- NCT
- BMC Remedy
- Manual Testing
- Remote support
Accomplishments
- Trained and led technical support teams of more than 5 support specialists in my last job tenure.
- Increased number of resolved job tickets by 11.76% over previous year.
- Consistently achieving 100% SLA of my resolved care tickets since past 6 years.
Languages
English
Hindi
Industrialtrainings
- Tata Teleservices Ltd., 6 Weeks (June - July 2005), Studied basic concepts and operation of CDMA and Motorola based Radio Access Network.
- Salora International Ltd., 6 Weeks (June - July 2006), Gained hand on experience in Quality Assurance Dept. of Color T.V.
Hobbies and Interests
- Member of the College Cricket Team at S.B.M.N. Engineering College.
- Active participation in Inter-College festivals.
- Listening to music, playing cricket and badminton, swimming, watching current medical news, driving in mountains, fitness enthusiast.
Disclaimer
I hereby declare that the above information provided is true to the best of my knowledge and belief.
Personal Information
- Passport Number: R7528306
- Father's Name: Sh. D.V. Rathi
- Date of Birth: 05/26/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Certification
- "CSE emergency and outage", Pearson VU - 2016
- "RCA - Introduction for RCA Leaders and Participants", Nokia - 2017
- "Communicating Across Cultures", SkillSoft - 2026
- "Lean Six Sigma" Training - 2017
- "Connected Device Platform Fundamentals", Nokia - 2017
- "IoT Fundamentals", Nokia - 2018
- "How Culture Impacts Communication", SkillSoft - 2017
- "Case Management Process", Nokia - 2019
- "SF Case Handling: Incident Management", Nokia - 2019
- "SF Case Handling: Problem Management", Nokia - 2020
- "SF Case Handling: Knowledge Management", Nokia - 2020
- "SF Case Handling: TL9000 Metrics Quick Reference Guide", Nokia - 2020
- "Network Touch Management for Care Maintenance Support and Project Deployment Activities | TTI40000W_V3.0", Nokia - 2020
- "Introduction to Docker| MN02405-M-01", Nokia - 2020
- "Project Management Professional (PMP)® Info at PMI website", Nokia - 2024
Timeline
Technical Care Specialist
Lumine Software Solutions (Motive) India Pvt. Ltd.
06.2024 - Current
Technical support specialist-Global Delivery Center
Nokia Solutions and Networks
04.2016 - 06.2024
Lead Engineer
Mahindra Comviva Technologies Pvt. Ltd.
10.2011 - 04.2016
Packet Core Engineer (O&M)
Nokia Siemens & Networks Pvt. Ltd.
04.2011 - 10.2011
Engineer: Value Added Services (Operation & Maintenance)
Nokia Siemens Networks Pvt. Ltd.
09.2009 - 03.2011
Engineer-Support
One97 Communications Pvt. Ltd.
12.2008 - 09.2009
Desktop Support Engineer
Omaxe Ltd.
09.2008 - 12.2008
Bachelor’s in Engineering - Electronics & Comm. Engg.
S.B.M.N. Engineering College
H.S.C. -
South Delhi Public School
S.S.C. -
South Delhi Public School
Six Months PG Diploma - Wireless Technologies & Applications
C-DAC
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