Masters of Technology - Advanced Communication Systems

Advanced Communication Systems

Customer Technical Advocate and Support Lead

Technical Specialist – Global TAC

Responsibilities: • Render CTA|CTS support for the Nokia ISP and Enterprise customers on Service Routers, Service Access Switches and Service Aggregator Router, NSP and Nuage • Liaise with the customer engineer for collating and evaluating requirements and executing customized solutions based on customer satisfaction within the predefined SLA. Achievements: • Successfully recreated and analysed 100% of customers reported issues in the lab, resulting in the filing of backend cases for all identified bugs. Coordinated seamlessly with the Engineering Team to achieve a 20% reduction in resolution time for issues in upcoming releases. Delivered tested solutions to customers, achieving a 95% customer satisfaction rate based on issue resolution effectiveness. • Drove comprehensive hardware and software support initiatives for the entire Nokia Service Router series of routing platforms. Conducted meticulous bug scrubs, providing strategic recommendations for OS selection tailored to the specific needs of the network deployment. • Championed customer support during maintenance windows, actively contributing to critical activities such as upgrades, configurations, and hardware replacements. Orchestrated seamless coordination with Product Lifecycle Management (PLM) to conduct thorough risk assessments within customer networks. Hands On Experience: Nokia 7×50 and 72×0 (Service Routers, Service Access Switches and Service Aggregation Routers), Network Service Platform (Fault Management, Service Provisioning, RESTful API SD-WAN), Nokia Nuage (SD-DC and SD-WAN)

Team Lead - Juniper PTAC

Responsibilities • Rendered Primary TAC support for Juniper Global customers on Juniper E-Series routers. • Evaluated and resolved network challenges to meet the Converged Network Requirements of diverse applications. Contributed to root cause analysis and segmentation of customer infrastructure problems. • Collaborated with cross-functional teams to analyse and contributed towards continuous improvement initiatives. Achievements • Led monthly team meetings to discuss ongoing challenges, share best practices, and facilitate knowledge transfer among team members and awarded as Best Team Lead for Q1 – PTAC – Juniper Networks • Managed escalated network issues, ensuring prompt resolution, and contributing to overall customer satisfaction to 95%. Hands On Experience: Juniper Mx, E-Series Routers.

Network Analyst

Network Engineer

Best Team Lead

Extraordinary Performance - Juniper PTAC