VIKAS KUMAR YADAV

- Handling Direct IB calls for support

- resolving issue on remote session with customer

- Resolving Firewall issue on day to day activity

- Supporting on Sophos XG firewall and Sophos UTM firewall

- Most the issue resolved on a single call .

- Getting 100 % satisfaction (CSAT) feedback from Customer end in most number of tickets .

-Capturing the packet flow and analyzing the logs .

- sharing timely update to customer

- understanding the servility of case and work accordingly

- resolving issue related to :

-Firewall , ipsec , ssl vpn , certification issue , SSL VPN issue , service issue, email issue, web protection , rules and policy , Nat issues .

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- Tool used : Putty , Salesforce

• CURRENT ORGANIZATION: IOPEX TECHNOLOGIES PRIVATE LIMITED ROLE: SYSTEM ENGINNER (Project: AT&T), Resolving outage issue and handling multiple devices between CPE and PER resolving T1 alarms, Multi link issue Engaging dispatch when required using ticketing tool to work like AOTS and BMP Responsible for guiding on-site Field Engineers to trouble shoot hardware related issues on devices.
• Responsible for Repeated Fault analysis of recurring network issues and recommending permanent solution to resolve them.
• Co-Ordinating with LEC like Verizon, century link, Qwest, comcast Tools used are: Instar, NCR, IPDB, ACAT PREVIOUS EMPLOYEE: VODAFONE service Pvt LTD (Magna infotech Pvt LTD).

• Determined which network devices, including routers, switches and ADVA devices points were malfunctioning, immediately applying troubleshooting methods for resolution.
• Worked with carrier partners ISP and providing them timely resolution.
• Managing incidents from end to end and escalating to level 2 engineering team when required.
• Managing change requests and applying changes during emergency or planned maintenance.
• Handling layer 1, layer 2 and 3 issues.
• Skilled in troubleshooting Ethernet Wireline, Ethernet VPN, IPVPN QoS network.
• Worked with OLO (carriers) especially with BT openreach to resolve issues.
• Using tools like Cramer, Mori, GCD, Clarify, Putty, Telnet Relay, TACACS, Script Server to troubleshoot issues.
• Performing end to end network testing like ECPA, to isolate issue inorder to provide resolution.
• Experienced in using ticketing tools like Service Now, Remedy 8.5 and 9.1.
• Worked closely with service management, change management team to provide quick resolution to client.
• Deep dive into issues to investigate what went wrong in the network and what was done to resolve it.
• PREVIOUS EMPLOYER: ZEETRON NETWORKS PVT LTD.

• Monitored the network performance regularly to improve performance and functionality.
• Ensured that backup systems were properly maintained and prepared.
• Supported network and computing infrastructures.
• Responded to reports of network problems.
• Speak to customers via email and phone for initial requirement capture.