Usama Wago
Mumbai
Summary
Looking for a challenging career to show the best of my professional ability, skills and techniques to grow in the field of technology.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst
Tech Mahindra Limited
08.2021 - Current
- Have managed whole network team along with management of complete workload, handling of both the RAN and NON RAN workload also distributing the workload within the team
- Have managed a complete team of Network and Wholesale domain which consist of around 20 people
- Also have worked on various tools like ROD, Resolve, NOVA, XA and many more to work on daily work load
- I handle all the escalations related to RAN and NON RAN
- Have complete Knowledge related to RAN and NON RAN at core level
- Also have great experience in handling VIP Escalations as well
- Analyzing KPIs of 3G, 4G and 5G
- Using Metricell tool to check various mobile sites and postcodes in UK and to identify coverage issues of postcode and is also used to identify which postcode is served by 3G , 4G and 5G site respectively to their bands .Along with it this tool is used to check RSSI of the area with respect to 3G,4G and 5G sites
- Working on Rowland tool to check reported postcode issue and to identify which is best serving and neighboring sites to that postcode and to check if there is any ongoing Trouble ticket on that given site Usage of Astellia and Nova Explorer tools to identify the most latching site of the VIP customers, to analyze it, and to provide observations on mail or via tickets
- Working on TOP 50 sites of UK on 3G, 4G and 5G, analyzing the KPIs of the sites, and reporting the issues regarding it on mail and tickets while maintaining the Excel sheet of the particular sites
- Have worked on project CHARIOT in which we analyzed the performance of the 3G, 4G and 5G sites after some sites were upgraded, and 5G equipment were installed on site
- Working on tickets and mail of Golden Sites and VIP customer, providing the observations, and troubleshooting on it
- Providing the information and observations regarding 3G ,4G and 5G sites after performance checks on mail and tickets and declaring whether the site is working properly or not.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Offered assistance in implementing and developing training programs.
Network Executive
Tikona Infinet Private Ltd
06.2018 - 07.2021
- Working on trouble tickets in Siebel Ticketing tool for customer end issues as well coordinating with Engineers and other technical teams and providing the solution for the same
- Team coordinator of more than 40 engineers in both Service Delivery department and Operation & Maintenance Department as well providing technical support to them and to the customer
- Coordinate with customers and with technical support team for proper support and service
- Effective planning of preventive and predictive maintenance of Network devices & RF devices
- Installation and maintenance of Internet Lease Line and Last Mile customers
- Working on different RF devices like Power beam, Nano beam, Nano bridge, Ligowave and Tplink, and Lte devices like Telenet with planning and implementation in network by providing support to On field Engineers as well
- Working on different Firewalls like Cyberoam, Fortinet, Sophos remotely and providing solutions to our clients by implementation of network
- Working on different Manageable Switches like Tplink, Mrotek Mogralite , RTS switch with planning and implementation in network by providing support to On field Engineers as well
- Working on different Routers like Dlink, Tplink, Netgear, Linksys, techroutes , cisco and many more and also wifi extender like Netgear with planning and implementation in network by providing support to On field Engineers as well.
Education
Bachelor of Engineering - Electronics & Telecommunication
Padmabhushan Vasantdada Patil Pratisthan’s College of Engineering, Mumbai University
05.2017
Diploma - Electronics & Telecommunication
Vidylalankar Polytechnic, Maharashtra State Board of Technical Education
04.2014
SSC -
National Kannada Education Society High School
03.2011
Skills
- C
- Java
- Windows
- Linux
- Ubuntu
- CCNA Routing & Switching
- MS Office (Word, Excel, PowerPoint, Outlook, Paint)
- Good communication and presentation skills
- Fluent in English, Hindi and Marathi
- Excellent Computer skill
- Excellent Interpersonal and Communication skills both oral and written
- Ability to work well within a team environment
- Team Leadership qualities
Languages
English
Hindi
Marathi
Projects Handled
- Tikona Infinet Private Ltd, Bombay Stock Exchange, Lodha, Best Undertaking, Hardcastle, Jublient food works, Vodafone, ICICI, HDFC, IDFC, AXIS bank
- Tech Mahindra Business Services, Three Project (UK Telecom Company)
Personal Information
- Date of Birth: 18/02/1996
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Hobbies and Interests
- Playing football
- Reading news
- Listening music
Disclaimer
The above information is true and correct as per my knowledge. I will be very much thankful if you will give an opportunity to work with you.
Timeline
Service Desk Analyst
Tech Mahindra Limited
08.2021 - Current
Network Executive
Tikona Infinet Private Ltd
06.2018 - 07.2021
Bachelor of Engineering - Electronics & Telecommunication
Padmabhushan Vasantdada Patil Pratisthan’s College of Engineering, Mumbai University
Diploma - Electronics & Telecommunication
Vidylalankar Polytechnic, Maharashtra State Board of Technical Education
SSC -
National Kannada Education Society High School
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