Summary

Overview

Work History

Education

Skills

Certification

Additional Information

Timeline

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

years of professional experience

Certifications

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 - 06.2014

Higher Secondary -

TMMS School, School Examination CBSERK High School

New, Delhi

04.2007 - 03.2009

Skills

Language & Scripting :- Shell , Python(basic)

Operating System:- Windows ,Linux(CentOS,Ubuntu)

Database : - PostgreSQL

Containerization:- Docker, Kubernetes

SW Tools:- Wireshark,Asterisk13,Zabbix

CI/CD Tools:- Jenkins