Sakthikumar Palanivel

Client: Wipro Technologies (via MWIDM) for Telus Communications, Canada; Duration: April 2025 – Present; Location: Chennai, India.

• Supporting TDM Voice and 911 NOC operations for Telus (Canada) in a 24/7 network environment.
• Working on legacy voice switches including DMS100, GTD-5, 5ESS, and SS7-based signaling systems.
• Monitoring alarms via Netcool; performing remote diagnostics and troubleshooting on switch elements.
• Creating trouble tickets using Remedy and dispatching field techs via D2T fallout and ACMP if remote fix fails.
• Utilizing TAG tool for switch access, InSwitch to verify 911 trunk paths, and SS7 Point Code Tool to identify peer networks (Telus, Bell, Rogers, etc.).
• Handling diverse outages across platforms:
  GTD-5: RLU, RSU, TCU, MXU
  DMS100: LCM, RMM, ESA, IDT, 911 trunks
  5ESS: SM, SID, TRK-based alarms
• Coordinating with on-call field engineers and guiding them through restoration efforts using SAM for site activity sign-ins (Roof work, Antenna Swap, HVAC, Fire System, etc.).
• Collaborating with the IP team for alarms originating from IPSW systems.
• Ensuring rapid fault isolation, proper escalation, and bringing down units back to INS (In-Service) status.

Working Under the Project of Nokia (Ziply Voice TDM NOC and 911 NOC).

Working Remotely in switches like 5ess, DMS10, DMS 100,GTD5,SS7.

Closely follow up the VOIP issue faced by the customers and resolve as per SLA with the help of field tech if required.

Working with the help of tools like Necool for alarm Reception, Matrix 5 for TT creation and update the status of TT,GHEM Tool for switch login,M4,M6.

• Offered friendly and efficient service to customers, handled challenging situations with ease
• Performing Operations Troubleshooting and support of Network Voice,devices and circuits.
• Ensuring that support calls are logged and handled effectively and efficiently.
• Identified issues, analyzed information and provided solutions to problems.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Clearing Critical, Major alarms remotely by reset the equipments remotely. If diagnosis failed raising ticket to field tech to added what's need to check at field.
• Communicated with supervisor to report progress, discuss issues and seek guidance.
• Collaborated with other field technicians to resolve complex technical issues.
• Contacted external agencies such as fire, building facilities services to handle critical incidents for fire/smoke alarms, high temperature alarms received in alarm monitoring tool (Netcool).
• Received 911 Related issue calls reported by PSAP Team, On Timely react to those issues check with CNOC Team and transfer the admin call lines mentioned by PSAP Team.
• Monitoring the 911 related alarms in Netcool, check in switch and try to clear those alarms if not able to done by remotely. Dispatched immediately to field team to check in site ASAP.
• Closely follow with other network provider when we have 911 trunk issue in our network. Make sure 911 trunk is IN-SERVICE. If not escalate to PSAP Team for 911 Outages.
• Increased customer satisfaction by providing timely resolutions to client-reported issues and concerns.
• Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
• Coordinated with external network providers such as Lumen, Comtech, Intrado, and Noanet to resolve interconnection and 911 trunk issues.
• Worked closely with field teams and external stakeholders to enhance network reliability and minimize downtime.
• Increased customer satisfaction by providing prompt resolutions to reported issues.
• Played a key role in ensuring compliance with federal regulations for emergency services, collaborating with telecom operators for seamless 911 routing.

• Used ticketing systems (BCRM) to manage and process support actions and requests.
• Check the TT raised by Clients Upon the Issue Category by using the Tools EMS and Client User session report.
• Handling PPPOE,DHCP(DORA process),FIP and SIP Customers
• If Client raised website issue(not working) or pinging issue,we request Clients to Give remote and took traceroute.
• Find the issue by using Tracert and resolve the website issue or Pinging Issue
• Changing VLAN for the Clients based on their usage by using TELNET tool.
• If Clients raise the Complaint regarding speed issue when connected to Wifi, changing the WLAN channels and DNS to resolve the issue.
• Resolved issues faced by clients like Speed issue,Website issue,FTP issue, Port Forwarding issue, SMTP,Gaming Pinging issue, etc.
• Track the Bandwidth usage and change the Traffic if Bandwidth hit Maximum limit. Cacti tool used for tracking.
• Cacti (ISP) includes a fully distributed and fault tolerant data collection framework, advanced template based automation features for Devices, Graphs and Trees, multiple data acquisition methods, the ability to be extended through Plugins, Role based User, Group and Domain management features.
• Monitored systems in operation and input commands to troubleshoot areas.
• Provided backend support to internet users in 24/7 uptime environment, often working double shifts to accommodate time zones.
• Managed high levels of call flow and responded to L2 technical support needs,resolve the issue within the SLA
• Escalated emergency technical issues beyond scope to maintain optimum up-time.
• Provided network support services for devices such as hubs, bridges, routers and other hardware.
• Troubleshoot complex multi-vendor network service provider issues.

• Provided timely follow-up and status updates for customer service and technical support requests.
• Set up Internet Connection for business and residential customers.
• Oversaw senior-level FTTH network engineer, directing work orders while monitoring performance metrics and consumer feedback.
• Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
• Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
• Provided training to customers to enhance use and understanding of network systems.
• Collaborated with other technicians to troubleshoot and resolve technical issues.

• Spliced Fiber Optic Cable or crimping CAT6 cable and Installed Dual-band routers using ONU or FTTH Junction Box at customer end
• Maintained updated knowledge of all equipment, products and services to properly educate customers.
• Installed and configured new devices and system components.
• Responded to service requests during and after business hours.
• Worked closely with network administrators and server engineers to deliver quality service.
• Coordinated installation of new users and relocations of existing users.
• Built splice cases to enclose exposed transmission lines (JE).
• Increased customer satisfaction by providing efficient technical support and solutions.
• Reduced downtime for clients through timely installation and maintenance of fiber optic equipment.

• Installed the ADSl,DSL and routers in customer end based on their plan.
• Configured the router by the setup of PPPOE ,DHCP and SIP, managed and troubleshoot the customer end to end connection on field
• Managed, tracked and coordinated problem resolution and escalation processes.

• Selected samples for use as test models.
• Inspected and tested products to ensure compliance with quality standards.
• Identified and resolved quality issues, escalating critical problems to supervisors.
• Recommended essential corrective actions based on test results.