Rajiv Murthy Email & Phone Number

Plano, Tx

Richardson, Tx

ePC/MME Product Support• Resolve any issues that arise from the field, and from with the internal lab.• Collect/analyze/interpret large amounts of data from the field to aid in investigation.• Provide Root cause analysis for the above issues.• Support new installations and upgrades in the field.• Write/test/verify software solutions within a short time while ensuring quality of the solution.• Conduct knowledge transfer sessions to internal teams as well as external customers. • Provide 24x7 on call support while carrying the rotational pager. • Work independently and collaboratively as needed with Design/Business teams to resolve complex issues that span multiple systems. • Identify areas of product improvement and come up with solutions to increase the robustness of the product.

Dallas/Fort Worth Area

• Responsible for supporting custom applications, implementing packaged applications, monitoring critical logs, and working directly with users to troubleshoot and support incidents regarding custom applications and systems issues.• Follow-up with users and support staff as needed on requests and problem tickets.• Reporting and follow-up for service management, including incident management, problem management, and release management.• Liaison among users, technical support and development teams.• Work directly with the technical and development teams to resolve issues.• On-call production support and maintenance required for support of all applications. • Deploy packaged applications, monitor critical logs and systems• Maintain different test and production environment to ensure that no servicing team is having any issues with latency or other errors.

Coppell

- Part of the Tier 3 backbone support team, supporting Avaya Communication Manager. - Responsible for providing support and responding to customer service requests/escalations via Siebel CRM and resolving field issues.- Work directly with customers and/or business partners across the world to address any issues reported from the field.- Carry on-call pager to provide product support.- Provide support to new customer installations and also perform patch/firmware upgrades.- Identified and documented software solutions for design deficiencies, and worked with design to come up with solutions.- Analyze customer installations and work with the Sales team in case the customer needs to upgrade their software/hardware.- Mentor and assist newer team members.Communication Server 1000 (CS1K) Product Support Engineer- As part of the Advanced Diagnostic Team, I supported Nortel Enterprise Communication Server 1000- Create and work on tickets tracking customer issues within Siebel CRM.- Investigate and provide solutions for issues reported from the field- Write/test/install software solutions (patches) to bugs found in the field- Support Installations and upgrades worldwide.- Write tools that help in debugging.- Write and maintain scripts that checked for common known problems at the customer site. - Carry on-call pager periodically to provide off hour/weekend assistance to customers.- Apart from the above, I was also the patch admin and was involved in the design of patching streams using clearcase. My role was to monitor the stream, and make sure that code delivered into this stream is sane and is submitted in an orderly manner. This involved working closely with offshore/onshore teams and inspecting their code prior to its submission. - Provide mentoring and training to newer team members.

I was part of the Global Network Product Support Team that supported Nortel Converged Media Gateway nodes and my responsibilities included - Providing Root Cause Analysis of outages that occur in the field.- Support upgrades and installations within the NA and Caribbean region.- Work with different teams (Design/GPS/Test) to resolve field issues.- Propagate patches across different release streams for issues found in the field. As part of the Packet Core Global Product Support Team, I supported the Nortel SGSN node.- Work/Manage customer reported issues via Clarify problem tracking system.- Write, test and deliver solutions (patches) for issues reported from customer sites.- Involved in code inspections of patches written by other team members. - At various times, I performed the role of a package prime to create, sanitize and submit patch packages to the support site from where the customers could download for installation. I was also involved in reviewing patch application documents, and to follow up with any issues that might occur due to the patch package installations.- Provide support to installations, and upgrades.- Carry on-call pager to provide off hour support to customer during weekdays and weekends- Design enhancements as required by the customer after the product has been deployed in the field.As part of the wireless packet core design team, I was- Involved in the design/implementation of ingress/egress relay layer within GSC (GPRS Subscriber Control) to process incoming/outgoing messages.- Design and implement a field safe tracing mechanism that would help product support engineering in debugging any issue reported from the field. - Involved in the design and development of balance adjustment engine of the wireless prepaid system.

- Involved in the maintenance of Fault Tolerant Tandem Systems

- Involved in the development of VoIP product to transmit voice/fax over IP.- Developed web and telnet configuration tool for the VoIP product.

Ms, Computer Science

Bachelors, Computer Science

Bachelor'S Degree, Computer Science