• Responsible for timely acceptance, complete ownership, and drive of reactive cases opened by customers.• Is responsible for diagnosing, troubleshooting, repairing and root cause complex Cisco hardware and software products in networks of varying sizes and complexity. Mainly focus on Routing and Switching. • Manages workload and other assignments efficiently while resolving time-critical situations reliably and professionally. Accurately and completely documents problems and solutions in case notes and bug reports. Utilizes ongoing knowledge of supported products to resolve issues and ensure accurate resolutions are communicated internally and externally. • Embraces strong communication, documentation and escalation skills in order to meet the customer’s needs. Uses excellent oral and written communication skills to escalate system problems to appropriate internal resources and resolve them in a timely manner. • Effectively utilizing test equipment and configurations in lab for recreating and solving customer problems. • Interviewing and mentoring new hires• Providing guidance & leadership to less experienced engineers• Identifying known and new product bugs, raising DDTS and SMU application for fixes of defectives• Engaging development teams on complex product and software issues and driving solutions• Interfacing with all levels of internal and external people, e.g. NCE/SE/AM/Dev, Partners and end-users

• Deliver implementation and/or technical support services in customer (AT&T and T-mobile, etc.) interface and/or remotely. 7X24 customer support with extended shifts and variable scheduling• Undertake installation, commissioning and integration work on AT&T GGSN project, which is a solution based on Cisco 7613 platforms and Sun Netra 240 servers with Sun Solaris• Troubleshoot network issues at the ICD project with T-mobile, on which Nortel Alteon switches are installed by using Cisco 6509 as the Core switches. This project is based on IBM blade center and Red Hat Linux.• Provide internal Cisco training and setup a lab with Cisco 2600, 2511 router and catalyst 2950• Deliver implementation and/or technical support services on PoC with Terrestar Inc., on which Cisco 3750 as the edge switches and Nokia Flexi servers are installed