IT Analyst
TCS
Total years of experience :8 years, 9 Months
Working on Service Now Incidents
Monitoring and replying to the customer/service provider emails.
Assigning the cases to the appropriate engineers who are in shift.
Getting warm handover from previous engineer for Technical troubleshooting.
Initiating and Joining Recovery calls (TRT, MTM)
Joining Post Incident Review calls(PIR)
Handling the Escalated / VIP and Multi-outage cases and following with appropriate team
and jumping into call for immediate action/response.
Follow up the Escalation process and intimating the team members if there is any miss or
gap in process.
Troubleshooting both the Juniper and Cisco Devices with the help of Royal TS and Secure
CRT tool.
Configuring Accedian Network Interface Devices and performing OAT test.
Upgrading the bandwidth by coordinating with Telco/service provider.
Working on projects like VMX scaling(Accedian 1G and 10 G NID under TACAS
security)
Handling more than 60 tools for different process.
Collaborating with multiple team to get an resolution like (GNOC, Server Team, Incident
Management Team, Service Management Team, Escalation Team, Service Assurance
Team, Service Transaction Team and WAN Implementation Team etc ). Working as Queue Manager
Monitoring and replying to the customer/service provider emails.
Assigning the cases to the appropriate engineers who are in shift.
Getting warm handover from previous engineer for Technical troubleshooting.
Initiating and Joining Recovery calls (TRT, MTM)
Joining Post Incident Review calls(PIR)
Handling the Escalated / VIP and Multi-outage cases and following with appropriate team
and jumping into call for immediate action/response.
Follow up the Escalation process and intimating the team members if there is any miss or
gap in process.
Troubleshooting both the Juniper and Cisco Devices with the help of Royal TS and Secure
CRT tool.
Configuring Accedian Network Interface Devices and performing OAT test.
Upgrading the bandwidth by coordinating with Telco/service provider.
Working on projects like VMX scaling(Accedian 1G and 10 G NID under TACAS
security)
Handling more than 60 tools for different process.
Collaborating with multiple team to get an resolution like (GNOC, Server Team, Incident
Management Team, Service Management Team, Escalation Team, Service Assurance Team,
Service Transaction Team and WAN Implementation Team etc ). Working in rotational shift
• Responsible for all L1 network activities in my Client location.
• Creating, Checking and Updating the incidents and service request in ticketing tools
• Checking the Clients primary and backup network connectivity status.
• Co-ordinating with the client’s network issues over call.
• Monitoring and troubleshooting the local connectivity issues over call as well as in remote support.
• Daily updating the inventory details like routers, switches and modems.
• Co-ordinating with the Data centre.
• Following the escalation matrix in high level escalation.
• Daily down call report creation by the end of the day
• Supervising the helpdesk.
• Co-ordinating with the MPLS upgradation and modem configuration with service provider.
• Supporting and co-ordinating with Field engineers while upgrading of Routers.
• Configuring alternate backup routers for high level escalation.
• Checking the BGP in routers and troubleshooting accordingly.
• Checking and clearing unwanted crypto’s, CRS and input errors.
• Checking the Reliability and booking docket with the Service Provider.
• We are responsible for implementing, maintaining, supporting, developing and in some cases designing communication networks within an organisation
• Troubleshooting the links in case of any breakdown.
• Resolving routing and switching related real time performance issues
• Upgrading and backups of Cisco router configuration files if any new back up is installed.
• Responsible for all L1 network activities in my Client location.
• Creating, Checking and Updating the incidents and service request in ticketing tools
• Checking the Clients primary and backup network connectivity status.
• Co-ordinating with the client’s network issues over call.
• Monitoring and troubleshooting the local connectivity issues over call as well as in remote support.
• Daily updating the inventory details like routers, switches and modems.
• Co-ordinating with the Data centre.
• Following the escalation matrix in high level escalation.
• Daily down call report creation by the end of the day
• Supervising the helpdesk.
• Co-ordinating with the MPLS upgradation and modem configuration with service provider.
• Supporting and co-ordinating with Field engineers while upgrading of Routers.
• Configuring alternate backup routers for high level escalation.
• Checking the BGP in routers and troubleshooting accordingly.
• Checking and clearing unwanted crypto’s, CRS and input errors.
• Checking the Reliability and booking docket with the Service Provider.
• We are responsible for implementing, maintaining, supporting, developing and in some cases designing communication networks within an organisation
• Troubleshooting the links in case of any breakdown.
• Resolving routing and switching related real time performance issues
• Upgrading and backups of Cisco router configuration files if any new back up is installed.
• Responsible for L1 activities.
• Installing Operating system, software and upgrading software’s.
• Installing new hardware and upgrading hardware’s (computers, printers etc.)
• Installing anti-virus protection
• Training staff on new systems and Planning future improvements
• Supervising helpdesk staff
• Aside from setting up systems, network support engineers also monitor and maintain computer systems.
• This may include troubleshooting routers, local area networks and switches.
• Our duties are responding to technical inquiries, logging service and repair, and training clients, staff and associates.
M.Sc., IT ( Integrated) Muthayammal Engineering College, Rasipuram. Anna University June, 2011
HSC Saraswathi Matriculation Higher Secondary School, Salem. State Board March, 2006 65
SSLC Saraswathi Matriculation Higher Secondary School, Salem. Matriculation Board April,
