Somnath M. Email and Phone Number

Working as a Network Support Engineer for TCS’ largest Retail client and responsible to solution and resolve critical network issues. • Working in NOC model. • LAN troubleshooting and configuration performed depends on production requirement. • New device configuration to get into production. • New AP installation using Aruba Wireless Lan controller, Switch port configuration to connect to AP. • Doing follow up with various ISP’s. • Working in various project like LCM,4G failover test, Broad Band cut over. • Working on voice process on Cisco and Avaya (extension assignment and deletion, voice mail configures, EC500 activation, Paging and intercom issue, new phone configures and various troubleshooting) • IOS or code Evaluation and up-gradation of router, switches and firewalls • Service level management including incident management and responding to tickets as per established SLAs • Change Implementation on Network infrastructure hardware to correct errors and enhance functionality • Ensuring 3rd party vendor contracts and warranties are up to date • Maintaining system compliance with information security policies • Vulnerability assessment for network devices and provide closure • Process development for improving operational efficiencies, as well as identifies/implements automation tools for existing manual processes. • Technical reports, memoranda, and instructional manuals preparation for documentation of network design and operational requirements • Troubleshooting in coordination with Client network team for WAN and LAN related issues. • Maintenance, Monitoring and configuration of LAN and WAN network. The network consists of, Catalyst 2960 / 3550 / 3750, Cisco routers 3845 / 3945 Series, Aruba A7010 controller, Aruba switches 2930M / 3810M, FortiGate FW

Handled 24 X 7 Shift activities. 1.Managed over 500+ Incidents/Requests per month, maintaining an overall audit score of 95%. 2. Administered and supported remote access (Cisco Router/Switch), as well as administered and supported MPLS line issues. 3. Used BMC Remedy and NGSD ticketing tools to log, track and manage Incidents and Service Requests for client's issues. 4. Handled pro-active/ manual pro-active tickets and major incident managements in service now and NGSD (P1 and P2). 5. Generated, maintained and analyzed incident volume report and sharing volume dashboard to the team/ Senior Managers on weekly and monthly basis. 6. Serve as first line of support to meet customer needs. Ensure that all customers alerts/tickets/emails are promptly logged/diagnose and validate immediately within the online Service Desk System. 7. Log and resolve the Incidents and Service Requests within the time limits defined

Designing computer systems to meet particular needs for a company Providing support for customers or clients in person, via phone, or via computer Providing support for employees in person, via phone, or via computer Monitoring day-to-day performance of tech systems Training people how to use various systems Diagnosing and troubleshooting tech problems Helping companies implement new hardware or software systems