Akash Jeganath Email & Phone Number

Perth, Western Australia, Australia

• Diagnosing and lodging faults with upstream providers for Voice & Data. Such as ADSL, FTTC, FTTP, SD-WAN, Ethernet Leased Line & PSTN services.• Familiar with upstream portals such as (Magrathea, Moneybox, BT Complete, Virtual1, Daisy Communications, Ability, Bandwidth) etc.• Processing service requests for telephony and network related service; supporting moves, adds and changes; resolving issues with telecommunications vendors and vendor installation assistance• Understanding of SIP packets • Cloud PABX Call flow setup and configuration.• Supporting the provisioning team with number porting and other such requests.• Troubleshooting, and providing solutions to voice quality issues and call routing problems and other complex hardware/software problems. • Collaborating with end users, vendors, and other technical staff members on the identification, isolation and correction of problems as well as enhancements in the voice networks and systems

• Successfully manage and deliver project aspects.• Troubleshooting issues arising from Windows 10 migration• Troubleshooting issues arising from Office 365 migration• Escalation of issues to 2nd or 3rd Line Support• Document fixes• Provision of appropriate documentation and controls• Ensure all activities are completed effectively and in accordance with the Change Lifecycle and adoption of company project methodology. Responsibilities include change control, maintenance of files, document control, actual data collection and forecasting, updating of plans, administration of quality reviews, meetings support, minute taking, and standards reporting.• Ensure completion and appropriate storage of all documentation.• Liaise where required with IT & Business in order to assist with the dissemination of information to external clients as appropriate.• Interface where applicable with Development & Test Managers, in order to identify and agree on the pinch points for delivery. (What are the support expectations during the development & test phases).• Having experience in ServiceNow, Citrix Cloud, SysTrack, Microsoft Azure AD, O365 Admin Center, Windows 10, SCCM, Windows server 16/12/08 , AD/ Exchange Server/ Intune/ Skype for business/ MS Teams/ Citrix 6.5,7,10/ Cisco Prime infrastructure/Cisco Communication Manager/ Windows 10,8,7 /Citrix director/ Remedy 6,7,8/PowerShell scripting/Cisco Webex/RSA Console & Etc

• Supporting residential, small, and medium business customers in handling technical issues related to ADSL, ADSL2+, bundled services, VDSL, Fiber Optic services (FTTN/B/P/H), VoIP and mobile broadband.• Troubleshoot ADSL and PSTN related issues for services rendered by ISPs such as Telstra, Optus and AAPT to Exetel customers and Fiber Optic-related issues for service rendered by NBNCo to Exetel customers.• Configure/ troubleshoot, Netcomm, Netgear, Belkin, ZTE, TP-Link, and other end-user equipment based on different configuration requirements.• Analyze and troubleshoot network problems such as network latency issues, dropouts, browsing issues, DSLAM issues, and provide effective solutions. Resolutions were given via phone, email, and remote desktop tools.• Liaise with wholesale suppliers like Optus, Telstra, AAPT, NBN, and Opticomm regarding onsite related diagnosing, which includes performing line synchronizations, diagnosing copper wire resistance parameters and other related issues.

Colombo, Western, Sri Lanka

• Responding to customer inquiries in relation to delivery and schedule of our major broadband services. • An understanding in Telecommunications infrastructure and how it works. • An understanding in systems and process procedure, tracking information through multiple systems. • Understanding database structure and 'following up' cases through our many suppliers. • Exceptional organizational skills and the ability to quality check reports.