Furkan Kadri

Role:Technical Support Engineer
Duration: July 2023 – Present

Key Responsibilities & Achievements:

· Managed S1, S2, and S3 customer support cases, ensuring resolution within SLA timelines to maintain high customer satisfaction.

· Prepared and presented weekly reports on critical cases to customers, demonstrating transparency and effective communication.

· Provided 24/7 support for Severity 1 (Sev 1) issues, ensuring rapid response and minimal downtime during critical incidents.

· Collaborated with Cisco Business Unit (BU) and TAC teams to resolve complex and escalated cases, ensuring comprehensive issue resolution.

· Proactively identified customer pain points and delivered long-term improvement recommendations beyond immediate case resolutions.

· Maintained strong stakeholder relationships by working closely with customers, Cisco BU, and TAC teams.

· Achieved consistent success in meeting/exceeding key performance metrics including SLA adherence, case closure rates, and customer satisfaction scores.

1. MicroBFD Configuration for 14K ASR903 Nodes

o Ongoing project linked to the image upgrade initiative.

o Configured MicroBFD on EtherChannel links post-upgrade.

o 9,700 ASR903 routers upgraded and MicroBFD implemented for enhanced link monitoring and failover.

2. ASR903 Image Upgrade to 17.12.2 ES5

o Leading end-to-end execution of a large-scale image upgrade project involving 9,700 routers.

o Addressed numerous upgrade challenges and ensured prompt issue resolution in collaboration with Cisco TAC and BU teams.

o Ensured network stability and performance post-upgrade.

· Daily operations – Managing and troubleshooting for daily escalations from the customer.

· Provide updates & regular reports top management.

· Handling router swapping activity for PAN India from ASR920-O, ASR920-I, ASR920-24 ports, Juniper to NCS540.

· Responsible for the provisioning & Configuration of IP/MPLS/FTTx network for about (3 Lac+ device- Cisco & Juniper) and Enterprise Customer links

· Closely working with the Developer teams and helping them in various network scenarios to develop the application.

· Responsible for Operational Planning, Technical Architecture Designing, MOP Validation, Documentation, Network Maintenance and Communication for all technical functional elements which is required to achieve network solutions for JIO Customers.

• Implemented and maintained IP/MPLS network for Reliance 4G project deployment.
• Configured and managed VPN services to ensure secure connectivity.
• Configured and troubleshot Cisco XR, Juniper ACX2200, and other routers.
• Executed BGP, ISIS, HSRP, and VRRP configuration and troubleshooting tasks.
• Upgraded IOS on Cisco and Juniper routers to enhance performance.
• Configured Splunk for log management and device integration.
• Conducted root cause analysis of network failures affecting core infrastructure.
• Coordinated with vendors for timely resolution of critical faults.

• Conducted troubleshooting on GCX VANCO network in Global Service Assurance Team.
• Engaged with GCX Hilton Assurance Team focused on Hilton Hotels Corporation.
• Handled network faults using Remedy and SMARTS, driving swift issue resolutions.
• Employed One Asia for alarm monitoring to ensure system reliability.
• Applied monitoring tools like SolarWinds and Voyence to assess network parameters.
• Resolved issues across various WAN technologies including ADSL and MPLS circuits.
• Managed routing protocol troubleshooting including BGP, OSPF, and EIGRP.
• Collaborated with internal teams and global telecom partners for complete fault resolution.

• Executed implementation and maintenance of IP/MPLS network for Reliance 4G project.
• Configured and maintained VPN services to ensure secure connectivity.
• Managed configurations and troubleshooting for BGP, ISIS, HSRP, and VRRP protocols.
• Upgraded IOS on Cisco and Juniper routers to enhance performance.
• Integrated devices with Splunk for log management and analysis.
• Conducted root cause analysis for network failures in Cisco and Juniper core infrastructure.
• Coordinated planned outages following ITIL change management processes for system upgrades.
• Monitored NMS tools like HP NNMi and Temip portal to address real-time network alarms.

• Managed domestic network for Bank of India, comprising over 5000 branches and 42 NAP locations.
• Ensured maximum network uptime through proactive monitoring and maintenance.
• Monitored network performance 24/7 using HP OpenView service desk tools.
• Troubleshot network issues at onsite and remote branch offices to minimize disruptions.