Nitin Mishra

• To manage the P4/P3/P2/P1 priority incident effectively, catering the technical Teams/Client Groups through Technical troubleshooting and communications

• Provide level 1.5 support and ensure a professional and consistent delivery of quality service to BT Global services customers and achieve operational targets to audience.

• Handle problems escalated from Level 1 and provide online & onsite support to Enterprise customers for network-related queries and outages.

• Troubleshooting and configure the various LAN and WAN issues, Ethernet Ports issue, VLAN changes and other switches issue through switching and routing protocol with help of NOC team.

• Dealing issue on Enterprise on LAN, WAN, WLAN(Wi-Fi) related to slowness , site isolation, Packet loss, Wi-Fi issue , WAN down , DHCP issue

• Coordinating with cross-functional departments, vendors, Associate Partners, and International Carriers like Expereo, AT&T, Verizon, Colt, Vodafone, etc. Achieving our key focus area i.e., Customer Delight by maintaining good relations with Higher Management of customers.

• Analyze the problem and solve it within SLA, escalation with the proper channel. Follow-up & escalations with Fixed service providers (FSP) / Carriers ISP for restoration of services. Ensure maintaining of committed SLA to esteemed customers.

• Focus on customer requirements and provide them with strategic plans for backups, redundancies, and minimum downtimes. Strongly focus on the chronic issues and isolation from a single point of failure.

• Weekly call with Customer & Customer Service Manager to discuss the resolution of the critical issue to understand customer grievances & our needs from customers.

• Monitor systems, customer networks, and products, and deal with alerts and events as appropriate to undertake any other reasonable task as assigned.

• Knowledge of ITIL (incident Management,change management)

• Handling the daily alerts of Lease line, PRI and Network related problems.

• Troubleshoot the application related issue, connectivity issue, IP Phones issue, network slowness and Network setup.

• Proactive monitoring of network using network management tool and performing technical troubleshooting which involves to the link status, routers & switches interfaces for errors, bandwidth utilization and handling Ping / Trace-route commands for checking any network delay.

• basic support on router voice gateway-3945E and Wan cisco router

• Handling On calls troubleshooting, accountable to resolve MPLS/ISP

• SNMP Protocol Configuration on Network devices like switches

• Coordinate with field engineers to resolve network-related problems.

• Working on Ticketing tools like PROCARE for ticketing and H8.

• Providing technical support to local channel partners (ERPs) and field engineers to resolve issues like broadcasting, Mac flapping, and looping issues.

• Maintaining Daily basis Network Devices Downtime and Uptime on Excel sheet.

· Handle problems on Level 1 and provide online support to Local ISP customers for network-related queries and outages on home based customer through voice and chat and call

· Follow up with local Distributor to resolution on network outage.