Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
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Vivek Kumar Singh

Vivek Kumar Singh

Product Support Engineer 3

Summary

Support & Delivery Professional with overall 8+ years of experience in Dialer, VOIP, SIP, PRI, Asterisks, Database, AWS, PowerShell, Networking, Bash Scripting, Linux Administrator, docker and containers, APIs, also experience in L2 team for managing the overall Support & Delivery activities for multiple clients of India and Abroad.

Overview

9
9
years of professional experience
2
2
Certifications
1
1
Language

Work History

Product Support Engineer

Exotel
Bangalore
01.2021 - Current
  • Leading a dedicated team to handle Premium & Enterprise Clients on complex setups while ensuring minimal downtime by maintaining end-to-end responsibility of the project/setup and managing good customer relationships by ensuring proper updates to the client with the accomplishments and issues within SLA
  • Manage Kubernetes cluster and docker containers for running the fusion(WhatsApp, email, and other social media platforms) application smoothly in the live production environment
  • Performance optimization by proactive monitoring of system logs, OS logs, database logs, asterisk logs, etc ,To detect and troubleshoot run-time problems
  • Debug the restful APIs webhooks URL and third-party connectors
  • Coordination with product team for escalated issues and product bug
  • Providing technical guidance to my team for day-to-day operations
  • Planning & executing release upgrade activities
  • Checking interaction issue and help customer to fix any issue regarding WhatsApp and other chat campaign
  • Coordinate with customers and help them to do modern auth email configuration on AWS
  • Providing resolution to L2 tickets within SLA
  • Providing Root Cause Analysis (RCA) for the raised issues
  • Advanced level troubleshooting of application, Linux, database, network & voice technology (SIP/VOIP/PRI), and monitored using the Zabbix Monitoring tool
  • Responsible for handling issues related with Exotel CIMS suite and peripherals, and software/hardware-related issues over the Linux platform(systems and servers) .Log Analysis (Error Detection and Resolution) Troubleshooting of Telephony related issues over Asterisk
  • Package Management through RPM and YUM
  • Provided training to clients on various level (Admin level, IT level, Support level)
  • Handling domestic & international clients
  • Patch upgrade and server maintenance of AWS like :- increasing of RAM, storage, CPU core etc.
  • Resolved system and customer issues by troubleshooting and providing effective solutions.
  • Managed customer relationships by delivering prompt responses to questions.

Senior Network Operation Engineer

iNet Global
12.2018 - 01.2021
  • Customer complaints management, interacting with customers, understanding the requirement, and providingsolution to customers
  • SIP trace (Wire shark PCAP) analysis
  • Worked in VoIP protocols like SIP (Session Initiation Protocol)
  • Raise complaints and requests to International Carrier and co-ordinate with them

Network Operation Engineer

Aegis Telecom, Gurugram
02.2015 - 11.2018
  • Hands on experience on three VoIP SBCs– VOS, Digi talk & Genband
  • Hands on experience on Go Autodial and Asterix
  • Generation/analyzing reports to enhance Network quality / QoS
  • Proactively monitoring all the quality parameters such as ASR, ACD, PDD, NER for both inbound traffic from thecarrier and outbound traffic sent to the carrier.

Education

B. Tech - Electrical and Electronics Engineering

Electronics And Telecommunication Engineer
New, Delhi
07.2010 - 2014.06

Higher Secondary -

TMMS School, School Examination CBSERK High School
New, Delhi
04.2007 - 2009.03

Skills

Language & Scripting :- Shell , Python(basic)

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Certification

DevOps Certification training

Additional Information

PERSONAL SNIPPETS:-


Father's Name : Kishor Kumar Singh

Date of Birth : 26-04-1992

Home Place : Aurangabad,Bihar

Timeline

GIt & Github from simplilearn

06-2023

Product Support Engineer

Exotel
01.2021 - Current

Senior Network Operation Engineer

iNet Global
12.2018 - 01.2021

Network Operation Engineer

Aegis Telecom, Gurugram
02.2015 - 11.2018

B. Tech - Electrical and Electronics Engineering

Electronics And Telecommunication Engineer
07.2010 - 2014.06

Higher Secondary -

TMMS School, School Examination CBSERK High School
04.2007 - 2009.03

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Vivek Kumar SinghProduct Support Engineer 3