Gopal Verma
Customer Service Executive - Technical Support Center
Pune
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Service Executive
Tata Communications Limited
06.2022 - Current
Toll-free :- Dealing with basic toll-free cases.
Fault: - Dealing with issues related to voice like ASR, ACD, CLI, PDD, Audio quality issue, Looping Issue, Call drop, FAS etc.
Monitoring: - Proactive monitoring of critical customers live traffic and Destination wise monitoring hourly and Day wise.
Testing: -Manual route testing and Tool Testing.
· Capturing call logs on capture server utility and analyzing the trace using Wireshark application to identify the cause of failure.
· Raise trouble tickets with suppliers and customers.
VOICE NOC ENGINEER
GLOBE TELESERVICES PVT LTD
08.2019 - 05.2022
Monitoring: - Proactive monitoring of critical customers live traffic and Destination wise monitoring hourly and Day wise.
Fault: - Dealing with issues related to voice like ASR, ACD, CLI, PDD, Audio quality issue, Looping Issue, Call drop, FAS etc.
Routing: - Destination and Product wise routing manually.
Testing: - Manual route testing and Tool Testing.
Enterprise: - Troubleshooting of clients’ problems through ticket portals, Mails,Skype.
Provisioning: - New interconnection process with Carrier.
Network Engineer
DIVI-TECH PVT LTD
07.2017 - 06.2018
Software installation, System installation, Basic Network related works.
Education
COMPUTER & SCIENCE ENGINEERING -
RGPV
Bhopal, India 04.2001 -
Higher Secondary - P.C.M
MP Board
Bhopal 04.2001 -
SSC -
MP Board
Bhopal 04.2001 -
Skills
Knowledge of SIP, call flow & VOS Servers
undefinedCertification
Networking 4 Voice and Video over IP - SSVVP™
Timeline
Communicating with Confidence
03-2024
Networking 4 Voice and Video over IP - SSVVP™
10-2023
Customer Service Executive
Tata Communications Limited
06.2022 - Current
VOICE NOC ENGINEER
GLOBE TELESERVICES PVT LTD
08.2019 - 05.2022
Red Hat Certified System Administrator (RHCSA)
11-2018
Diploma in IT Security & Ethical Hacking from APPIN Technology Lab
08-2018
Network Engineer
DIVI-TECH PVT LTD
07.2017 - 06.2018
COMPUTER & SCIENCE ENGINEERING -
RGPV
04.2001 -
Higher Secondary - P.C.M
MP Board
04.2001 -
SSC -
MP Board
04.2001 -
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