• Handling Customer Issues and Escalation and driving them towards resolution

• Troubleshooting all types of customer issues for Juniper Equipment's includes MX series, PTX series, ACX series .

• Creating workbooks and technical documents on the various issues and features

• Recreate the customer issues in the lab to identify the root cause( known or New defects) and Share the RCA, Workaround and possible Fix with customer after discussing with the Dev team

• Participating in the customer meetings/ demos , technical discussion and other internal meetings

Troubleshooting all types of customer issues for CISCO Equipment's includes CPT (Carrier Packet Transport), ASR9k, NCS42XX, NCS4K, NCS1k, NCS2K & ONS 15454 MSTP (Cisco optical/ DWDM solution).

Handling Escalation and driving them towards resolution

Started many successful programs to improve customer satisfaction , Examples: Took ownership of the new box in the support center (NCS 4200) in our optical team and written technical documents and driven multiple training’s for the team members, Created multiple workbooks for CPT platform & NCS 4200 and Published tech zone articles.

Providing presentations to customers on new features/recommend configuration changes over video/voice conferencing.

Recreate the customer issues in the lab to identify the root cause( known or New defects) and Share the RCA, Workaround and possible Fix with customer after discussing with the Dev team

Participating in the customer meetings/ demos , technical discussion and other internal meetings

Handled Customer Escalations and participate in customer meetings for CISCO Optical BU for CPT with expertise in MPLS-TP, MPLS, OSPF, VPWS (PWe3), Carrier Ethernet, EVC (EPL, EVPL, EPLAN & EVPLAN), VPLS, NMS, CPT 600/200/50, and SNMP.

Designed Test Topology and Test Strategies

Handled Upgrade tests, Release testing and scale testing

I have Led a team for the feature testing, Functionality Testing and Identifying Defects

Produced the Test Results and Populate them to a Database for review

Team Management in knowledge transfer as well as mentoring activities

Provided presentation to customers on new features/recommended configuration changes over video/voice conferencing

• Handled New feature testing, Test plan creation, system testing for SDE ( GTP, GTP-C)

• Performed Functionality Tests and Identified Defects

• Handled the Performance, Soak testing, and Execute, Analyze and debug Script results & related failures

• Produced the Test Results and Populating them to a tool (test link) for customer view

• Participated in the internal reviews, meetings and Knowledge Sharing

• Provided Technical presentations across the team and driving team related activities

I have gone through various responsibilities in this great organisation that helped in creating a strong foundation in the Network Technologies.

1) Customer Support Engineer - for Netgear SOHO

2) Application Engineer - for Netgear Prosafe Enterprise

3) Escalation Engineer - for Support Minds.

4) Subject Mater expert for Dlink