Abhishek KhareAddress: 161, Jeevan nagar colony,Ashram, New Delhi-110014, IndiaMobile- +91-9250115158Email- fast.abhishek@live.in

OBJECTIVESeeking a challenging position through which my complete skills and passion for excellence will be utilized. Together, great exploits will not just be a dream but a lifestyle.

SUMMARY

Profile Male, 30, Single Nationality Indian Current Location Guargon, India. Current Position L2 Technical Support Expert (SME) Company Valuecon Services

WORK EXPERIENCE

Valuecons Services Technical Support Expert (SME) Vaishali, Ghaziabad, India Aug2014 – AUG16Roles and Responsibility at Client site (Quatrro, Coligent and Adroitkey Techcare)

Create documentation and develop training for all junior support teams Review and Approve any new or existing knowledge base articles to ensure accurate and consistent

information Provide input on projects to ensure the proper information is gathered and documented for the service

desk Monitor multiple Level 2 and Level 3 queues to ensure proper SLA is achieved Resolve escalated customer incidents within SLAs defined in the contractual agreements Troubleshoot and resolve hardware, software and communications issues by interacting with

application end users, application engineers, system engineers and hardware / software vendors Provide additional assistance with Policy Manager and Backend systems to improve inefficiencies and

reduce downtime. Handling web and chat based support for subscribers in a professional, timely, and efficient manner,

with a commitment towards good support experience and a positive resolution. Managing multiple (at least 4 -5) remote support customer interactions simultaneously, with chat as the

medium of interaction, often for multiple partners and product offerings. Demonstrating intermediate diagnostic, resolution and relationship-development skills in all situations. Escalating and coordinating with other groups Vendor management for all items in AMC / Warranty Doing administration activities like password resets, new user addition, etc. Doing Anti-Virus management per Customer Operations' security policy Liaise with 3rd party approved contractors / service providers for all Hardware/spares requirement or

physical changes. Software changes such as parameters in software, drive re-mappings, loading of software, data backup

and restoration, and connecting to the network.

Inspace Technology L2 Network EngineerNoida, India JAN2014 – JUL2014

ROLES AND JOB RESPONSIBILITY:- Provide support to ILP (Internet Lease Port), Corporate & FLL customers. To resolve the reported issue within SLA.

Escalating and coordinating with other groups Vendor management for all items in AMC / Warranty  Doing administration activities like password resets, new user addition, etc. Doing Anti-Virus management per Customer Operations' security policy Liaise with 3rd party approved contractors / service providers for all Hardware/spares requirement or

physical changes. Software changes such as parameters in software, drive re-mappings, loading of software, data backup

and restoration, and connecting to the network. Update Asset Management/ License Management tool after any change in asset status.  Build new machines using images as developed by Customer and provided to Provider Conduct regular physical inventory check for all assets (once a quarter) and provide a discrepancy

report Physical Resource Utilization Monitoring on server resources Server and Security Administration Includes activities in system administration like System service

configuration of DHCP, DNS etc. Trouble ticket generation, call logging, call handling ; tracking to closure  Performance/availability monitoring for LAN, WAN(have a access to HP Server, Cisco Routers, Cisco

Switches and Cyberom) Data backup and restoration

WIPRO Ltd L2 Network Support Engineer Greater Noida, India Jul 2011- Oct 2013ROLES AND JOB RESPONSIBILITY:-The responsibilities consist of holding account management on services part and solution design with Key KRA as better SLA, higher uptime, network redundancy, co-ordination with backend factories on proposed solution etc.

Maintaining the WAN connectivity of other 80000 enterprise customers. Provide support to ILP (Internet Lease Port), Corporate & FLL customers. To resolve the reported issue within SLA. Handling all upcoming issues with the major ISP customers with high bandwidth. Troubleshooting internet related issues remotely across PAN India. Planning and scheduling the testing and maintenance windows of customer links for errors, low reliability

and improper internet bandwidth and throughput related issues. Taking the end-to-end owner ship of faults reported by Data communication customers. Follow-up with various FSP’s Alcatel Lucent, Airtel, TATA, GTL, SIFY, NSN, Ericsson support

engineers all across India. For Point-to-Point circuits. Own the resolution of all the Faults reported by AES-Data Communication Customers and will coordinate

centrally with all the stake holders for faster resolution. Monitoring Bandwidth Utilization Using MRTG (Multi Router Traffic Graph). Providing Support to Transmission Team for SDH & CEN & C NOC. Online Troubleshooting of Leased Lines (Internet /ILP). Using eCRM as a front-end for updating all the issues Analyzing Data for optimizing Strategies/ Models/Capabilities. Closely working with Risk & Management Teams Troubleshooting entire network related problems at the last mile (copper, fiber or RF), SDH media, MUX

and Core Routers and Switches. Configuring and troubleshooting Schmid Watson and MROTEK PIXI Routers and modems. Network devices Switches & Routers etc. TCP/IP services, IP addressing & sub subnetting Daily trouble tickets report and quality analyzing by analyzing RCA (root cause analysis)/RFO (reason

for outage) sharing same with customer to maintain transparency. Reducing fault rates by providing permanent remedies to the reported issue and by educating

Customers. Generation of Threshold report of all locations on daily basis.

Maintenance of all databases regarding customer primary/secondary links, loopback IPs, LAN IP pool.

RDM India PVT Ltd Team MemberGurgaon, Haryana JUN2007 – MAY2009ROLES AND JOB RESPONSIBILITY:-

he popularity of frequent traveler & customer loyalty programs works hand in hand with increased sales resulting in enhanced load factors and higher customer engagement & satisfaction levels.

Maintenance and update of participant records. Mailing of promotional material and information to participants. Accounting of accumulated mileage/points. Award redemption and mailing. Correspondence with participants on related aspects. Award Redemptions : Complete contact center for loyalty programs Partner & Vendor Settlements BIDT & MIDT Reports

TECHNICAL Certifications• CCNA (27-MAR-2012), CCNP (04-MAR-2015)(Cisco ID: CSCO12137697).• HCL Certified Engineer (Regular) Course From HCL CDC DWARKA, (APR 2011)

TECHNICAL SKILL SET• Having good knowledge about OSI layers, DNS, DHCP& IP.• Operating Systems: Windows XP/Vista/7/8/Server2003/2008.• Software Updating & Up-gradation. • Routing Protocols: Static Routing.• Switching: VLAN, VTP, STP Protocols.• Trouble ticketing tool: HPOV, eCRM, OSS.• Best in troubleshooting skills: Cisco, Juniper, HP (Router & Switch) and Leased line (Fixed Leased Line,

Internet Leased Line).• Cloud computing, Cable & Wireless Network, Real time System.

ACHIEVEMENTS Two times selected as a Best Performer on the process of Bharti CFM. Got appreciation certificate from Bharti for outstanding customer service.

ACADEMIC PROFILE• PGDCA (Batch 2011) in Computer Science from Vinayaka Missions University (Distance Education), New

Delhi• B.A. (Batch 2004) in Geography from Lucknow University, Lucknow, UP • 12th Class (Batch 2004) in PCM from A.P. Inter College, Lucknow, UP• 10th Class (Batch 2001) from JMKM High school, Lucknow, UP

STRENGTH• Adaptability,• Communication Skills, • Quick learner having a high sense of responsibilities with team leading qualities. • To remain calm and composed in tough situations, friendly, helping and adaptive nature, willingness to learn,

hardworking, good team leader.

PERSONAL INFORMATION Date of Birth - 14th Jun 1986 Passport number - Z2703751

(Date of Issue: 06/11/2013, Date Of Expiry: 05/11/2023)

Father’s Name - Dr. B. B. Khare Mother’s Name - Mrs. Shobha Khare Permanent Address - Meena Awas, Near Shiv Mandir,

P.O. kalli Paschim, BehindS.G.P.G.I. Hospital, Ekta nagar,Lucknow-227305

Area of Interest - Networking, Architecture, Planning &Project management, Social work

Language known - English and HindiDate:Place: (Abhishek Khare)