Susmit Bhaigade

o Working with Technical Assurance team for Managed Enterprise and ISP Network.

o Handing the tickets for the different networking issues for the ISP Telstra, Australia. Work according to the issue and take it to the resolution within the SLA.

o Troubleshoot the issues related to the services like ADSL, BDSL and NBN etc.

o Troubleshooting of complex LAN/ WAN infrastructure, including routing protocols EIGRP, OSPF & BGP.

o Worked with Network Operations installing, monitoring and troubleshooting cisco device.

o Troubleshoot with the customer and with the vender for L3 MPLS and BGP related cases.

o Interacting with clients, understanding their needs & providing technical support to clients by remotely accessing their networks & troubleshooting the issues raised.

o Troubleshooting routing switching issue and monitoring the logs as per the standards in cisco.

o Configuration & Monitoring of Cisco and Juniper Router & Switch.

o Taking follow up on tickets, handling calls regarding the tickets from customer and service provider.

o Providing support to onsite Technician.

o Basic Configuration of VLAN, Inter VLAN Routing on Switches.

o Worked on Tools: Putty, SIIAM, Netcool, Fusion, Cisco Meraki Dashboard and MAGPIE etc.

o OMS-Order Management System provides an end-to-end solution for handling customer's product-related requests such as selling new products, changing current products, and performing product-oriented inquiries.

o Our software development team developed Order Management System Applications (OMS & CRM) for AT&T as well as for Direct TV(DTV). These applications sometime fail to process the orders placed by the sales team and then the applications like Exception Manager generates an automatic ticket. We used to resolve those tickets and verify that order gets completed flawlessly and used to provide online technical support to sales team whenever they contact us by call or by chat in case of urgency.

o Working on XML to maintain flawless internal communication of the systems like OMS, CRM, BBNMS and VADA.

o When Customer order does not get completed due to technical reason it comes in Exception Manager or Tier 1 Support team raise the Ticket in EM or CRM case.

o Make necessary updates in Database using SQL queries.

o Investigating and resolving the exceptions came while order fallout in Order Management System.

o Escalate the exception to appropriate team if it is not getting resolved after consulting with Leads.

o Follow the Methods and Procedures, SLA’s, Quality Standards while working on the exception.

o Use Various tools to handle the Order Fallout like BMC Remedy, Exception Manager, Clarify CRM, SDP, and PST also Generating SLA reports for the application.

o Handle the customers from USA on chat and call for Dell.

o Providing technical support for dell computer systems and products.

o Resolving customers queries regarding their systems and providing great customer experience.

o Resolving computer software issues by remotely accessing the customers system.

o Worked on the issues like No Boot, No Video, No POST, No Power of the system.

o Handled issues with Dell Desktops, Dell Laptops, Dell Docking Stations.

o Working with Technical Assurance team for Managed Enterprise and ISP Network.

o Handing the tickets for the different networking issues for the ISP Telstra, Australia. Work according to the issue and take it to the resolution within the SLA.

o Troubleshoot the issues related to the services like ADSL, BDSL and NBN etc.

o Troubleshooting of complex LAN/ WAN infrastructure, including routing protocols EIGRP, OSPF & BGP.

o Worked with Network Operations installing, monitoring and troubleshooting cisco device.

o Troubleshoot with the customer and with the vender for L3 MPLS and BGP related cases.

o Interacting with clients, understanding their needs & providing technical support to clients by remotely accessing their networks & troubleshooting the issues raised.

o Troubleshooting routing switching issue and monitoring the logs as per the standards in cisco.

o Configuration & Monitoring of Cisco and Juniper Router & Switch.

o Taking follow up on tickets, handling calls regarding the tickets from customer and service provider.

o Providing support to onsite Technician.

o Basic Configuration of VLAN, Inter VLAN Routing on Switches.

o Worked on Tools: Putty, SIIAM, Netcool, Fusion, Cisco Meraki Dashboard and MAGPIE etc.

o Handle the various Australian Govt. customers for Telstra.

o Providing required technical information regarding various network products of Telstra.

o Complete their request regarding network queries and requirements.

o Taking follow-ups from the downstream teams.

o Checking feasibility for network and providing feasibility reports.

o Checking and providing the requested services and products (i.e., Fiber, Router, switch etc.).

o Coordinate field engineers.

o Taking follow-up of tickets raised by customer.

o Close the tickets from system after confirmation.

o Handle escalation.