 Sincere, diligent & competent professional, with 4+ years of experience in managing Customer Support function in the industry. Innate strengths in generating hardware and servicing business in fiercely competitive scenario; presently working as Senior Operations Engineer with ONMOBILE Global Ltd. Proven technical/ managerial competencies in structuring customized hardware and networking solutions to meet customer's specific needs. Experienced in installing, configuring, managing, maintaining and troubleshooting the HP-UX and Linux and Windows Platform and tools. Understandings of architecture and protocols for GSM network. In depth working experience in MySQL, which includes installing, hardening and optimization of Database. knowledge and working experience in CORE-RBT(Ring Back Tones). Expertise in handling Installations of O.S(Unix based) and Network Troubleshooting, Installing and Setup Full Network. Acknowledged team leader, mentor and a trainer with ability to create and sustain high work tempo. Exception analytical and troubleshooting skills. Superior communication skills. Experienced in ITIL based service desk, with know-how of SLA based support. In-depth exposure to business processes across multiple domains having ability to set entrepreneurial direction Server administration and networking business.

 All kind of operations like in implementation/deployment, testing, troubleshooting, applying new releases/patches, up gradation of platforms like RBT & IVR , currently we are taking care of 14 RBT-Live Countries. Active role in deployment of SRBT(Social Ring Back Tone-A Facebook App for RBT) for Brazil based operator VIVO. Responsible for deployment & support of Music-search(Msearch) in various Latin American countries like Mexico, Argentina, Colombia, Venezuela, Guatemala, El Salvador, Nicaragua, Costa Rica for the Customer TELEFONICA. Monitor or health check for all live & non-live servers functionalities. Troubleshooting & provide on call or online(skype) support to onsite engineers in various countries. Configure, schedule and troubleshoot automatic report generation process for IVR,RBT & other VAS products. Co-ordinate with Engineering-Team for any code related issues for troubleshooting. Maintain every JOB/TASK log in JIRA. Plan & deliver KT sessions to team members on regular basis. End to end Charging, Activation, Selection & De-activation flow testing with SDP team for BILLING Process. Prepare MOP for any downtime related activity for Customer. Responsible for RBT-Migration activity for existing subscribers.

 Resolution of customer complaints and root cause analysis.  Co-ordination with field support and engineering team in case of bug fixing. Monitoring of alerts via tools like HP-SM &HP-OVO with appropriate closing of alerts. Resolution of customer complains of MCA(missed call alerts) & HT(hello tunes).Also closing those complains via tools like iCRM (oracle-based).

 System support in 375+ user’s environment, in Unix. Server monitoring. (SMARTS and E-Health Report generating). Disk threshold and utilization report. Involved with network planning, reporting, maintaining security. Co-coordination with vendors & service providers regarding, installations & support. Involved in various software’s installation on user’s workstations. Maintaining mail server of the clients of the concern.