Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Rohit Nair

Pune

Summary

  • Cisco professional Network Engineer with 7 years of experience in IT and Telecom industry in the field of Voice /UCCE platform and 10 months in field of Routing and switching.
  • Skillful in contact center solutions Extensive experience in the support of Contact Center components.
  • Customer focused performer who is committed to provide quality in every task.
  • Positive attitude and Enthusiastic learner who quickly grasps new concepts and technical skills.
  • Good communication and interpersonal skills.
  • Confidence to face new challenges, willingness to learn new technologies and have ability to learn them quickly.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Network Engineer

TATA Communications Ltd
Pune
11.2020 - Current
  • Working on incident tickets, change request and work on escalated client issues towards resolution. Handling technical escalations from Level 1 team.
  • Resolve customer voice complaints by analyzing call detail records to identify potential problems.
  • Troubleshooting and analyzing Calling problems using various tools like Citrix workspace, RTDAS, Wireshark, etc.
  • Constantly communicating with customers via email for any support.
  • Providing necessary support on planned change or activity.
  • Working on IPT related cases through CUCM.
  • Schedule meetings, provide customer support and troubleshooting issues on Bridge calls.

UCCE Network Engineer

Servion Global Solutions Pvt Ltd
Pune
08.2017 - 11.2020
  • Work on incident tickets, change request and work on escalated issues towards resolution. Handling Technical escalations from L1 team.
  • Work with Cisco TAC on problem tickets and coordinate with customer for emergency maintenance windows.
  • Perform major changes, upgrades on UCCE, CVP, infrastructure for new requirements, maintenance etc.
  • Troubleshooting and analyzing issues using monitoring and debugging tools (like RTMT, Dump log, Wire shark).
  • Responsible for handling tickets within the SLA & knowledge transfer for peers and new joiners in team.
  • Working on CUBE, VXML gateways and call managers.
  • Working and coordinating with all teams regarding opening and resolving the incident, RFC and service request.
  • Lead and guide L1 teams in event of crisis and making L1 team self-sufficient for handle repeated faults.
  • Problem Management, Fault Resolution, Root cause analysis and Preventive maintenance.
  • Service Level adherence and Documentation (like RFC, RCA…etc) and Reporting.

Network Engineer

Adtech Solutions Pvt Ltd
Mumbai
10.2016 - 08.2017
  • Monitored server logs for errors or anomalies related to application performance or availability.
  • Answered queries and complaints from customers by phone and email, offering solutions to customer through live troubleshooting.

Education

Bachelor of Commerce -

University of Mumbai
Mumbai, India
04-2013

Skills

  • Technical Troubleshooting
  • Problem-Solving
  • Troubleshooting and diagnosis
  • Team Collaboration
  • Customer Support
  • CDR Log Analysis

Certification

  • Cisco Certified Specialist - Collaboration Core
  • Cisco Unified Contact Center Enterprise
  • CCNA (R&S) Certified

Languages

  • English
  • Hindi
  • Malayalam
  • Marathi

Timeline

Senior Network Engineer

TATA Communications Ltd
11.2020 - Current

UCCE Network Engineer

Servion Global Solutions Pvt Ltd
08.2017 - 11.2020

Network Engineer

Adtech Solutions Pvt Ltd
10.2016 - 08.2017

Bachelor of Commerce -

University of Mumbai

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Rohit Nair