Technical Support executive
Special German Electro Mechanical LLC (Etisalat Partner)
Total years of experience :12 years, 2 Months
Providing technical support to customers to clear the all the types of complaints and ensure the telecom services are provided as per the quality standard of Etisalat & Vendors.
Handle customer inquiries both telephonically and by email
Installing Optical Network Terminal (ONT) Devices
Configuring Cisco Linksys Products such as Routers and Linksys IAD Devices
Online technical support to field staff (Gpon migration teams) to commission the services also O&M support
Create and configure all the migration data (HSI, POTS, IPTV)
Performs initial setup, software installation, testing, and security hardening of Voice soft switches
Routing Support for partners and customers using company provided tools.
Configuring IP to IP soft switches for call termination.
Provide product feedback to reduce the number of issues experienced by the customer
Provide customers with product and service information
Provide client support and technical issue resolution via
E- Mail, phone and other electronic medium
Process request forms and applications using technology platforms i.e. CRM
IT Service Management (ITSM) based on ITIL best practices. ITIL V3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Technical awareness (and deeper technical training to the appropriate level, depending upon the resolution rate sought) Awareness training and tutorials in new systems and technologies, prior to their introduction
Implementing Cisco IOS Network Security Secure Cisco routers Implement AAA on Cisco routers using local router database and external ACS Mitigate threats to Cisco routers and networks using ACLs Mitigate Common Layer 2 attacks Implement the Cisco IOS firewall feature set using SDM/CCP site-to-site VPNs on Cisco Routers using SDM/CCP Cisco IOS IPS feature set using SDM
Microsoft Certified Technology Specialist (MCTS Server 2008) Microsoft Certified Solution Associate (MCSA Server 2008) Microsoft Certified IT Professional (MCITP Server 2008) Turnkey IT training - Colombo Microsoft Certification ID: 8854742
IP Data Networks LAN Switching IP Addressing (IPv4 and IPv6) IP Routing (RIP, EIGRP, OSPF) IP Services (DHCP, ACL, NAT) Network Device Security WAN Technologies (DSL, ISDN, MPLS, VSAT)
1. Introduction to Computer Network Technology Introduction to Networking Introduction to Network Designing 2. Network Configurations Network Architectures Networking Components Wireless Networking 3. Networking Operating Systems Networking with Windows Networking with CISCO Networking with Linux and UNIX 4. Network Management Routing and Network Management Maintaining and Supporting a Network 5. Network Security and Troubleshooting Network Security Troubleshooting a Network
Fundamentals of ICT ICT Applications Personal Skills Development Web Design & Development