IT Service Manager at Gen (Formerly Nortonlifelock)

Senior IT Infrastructure Specialist (Team Lead) at Symantec

• Responsible for Maintaining wired as well as wireless Network of our customer in the United States.• Fault identification, Fault isolation and Troubleshooting of down Routers, switches, Access Points, wireless controller & Circuits.• Creating Cisco TAC/RMA cases for Router, switch & Access points.• Coordinating with Service Provider like Verizon, AT&T, Granite for escalated down Circuits & Troubleshooting with ISP’s.• Provide telephonic assistance to onsite field tech for troubleshooting of down Access Points and Wireless Controller.• Configuring New Access point on the wireless controller.• Configuring Switch port for the Access Point.• Having experience of making necessary configuration changes in the network for the restoration of the services.• Updating service now Incident and resolving the incident after putting validation logs.• Having experience of following escalation matrix within the teams as well as with Telco for assuring the best services to the client.• Having experience of handling the team in absence of Leads.• Responsible for creating/updating process as well as technical documents which helped other associates in the team to work efficiently.• Assigning work to the team members, pulling reports, creating tracker & reporting management on daily basis.• The main objective is to assure best services to Customer by restoring services Within SLA.

• Monitoring setup for the network infrastructure with the tools SolarWinds.• Managing & adding new nodes to Network & Server Monitoring Tool like IPHost monitors.• Deploy network devices to custom network maps and automatically view connections in SolarWinds.• Schedule network scans from an easy-to-use, Web-based discovery wizard; identifying new network devices and ensuring we are monitoring all of our critical equipment.• Fault identification, Fault isolation and Troubleshooting.• Incident closure after verification from Clients• Troubleshooting of Link related problems, Internet-related queries, Bandwidth related (upload/download) problems of clients, Latency related Queries and Ping related Issues.• Troubleshooting of connectivity between PE to CE and internal backbone• Troubleshooting & maintenance of RF point to point and point to multipoint links.• Troubleshooting of MPLS & VPN connectivity using wireless on the last mile.• To escalate unresolved problems as per escalation chart to the management.• Diagnose standard fault reports accurately through dialogue with the customer and remote access when available; where possible clear the problem, find a solution, avoiding a field engineering visit within agreed SLA.• Coordination with field engineers and providing remote support to clients.• The main objective is to assure best services to the customer by restoring Customer services Within SLA.

 Fault identification, Fault isolation and Troubleshooting. Updating clients about the fault on call as well as on mail. Incident investigation and diagnosis. Assigning Tickets to the Respective teams for the early restoration of the Link. To escalate unresolved problems as per escalation chart to the management. Incident closure after verification from Clients. Incident monitoring and interaction to other processes. Troubleshooting & maintenance of RF point to point and point to multipoint links. Troubleshooting of MPLS & VPN connectivity using wireless on last mile. Proactive Alarm monitoring and call escalation to the concerned. Coordination with field engineers and providing remote support to clients. The main objective is to assure best services to customer by restoring Customer services Within SLA.

 Co-ordination with Service Provider like Bharti, Reliance, Tata for escalated downcalls & Troubleshooting with SP’s. Monitoring the existing links by using Software Solar Wind orion. Working on Wireless (Radio) modems such as Radwin, Firepro etc. Provide telephone assistance to field engineers in a professional manner. To report to the management on a daily, weekly and a monthly basis about network performance and link outage events.