farooq ahmed

As Single Point of Contact (POC), providing 24x7 Level-II Service Desk support; logging carrier customer complaints in the form of Trouble Tickets, escalating faults to Level-III teams, keeping the customer(s) updated & ensuring issue resolution as per KPI to supervise the Implementation and planning of different projects. Proactive monitoring of Long Haul and Metro network and escalation of the issues/faults to concerned teams. Performing preliminary impact analysis for outages. Configuring SDH, Ethernet over SDH and ATM services and performing cut-overs. Keeping track of all logged Trouble Tickets and, as POC, pursuing with relevant teams for resolution and incident Root Cause Analysis (RCA)

* To coordinate and supervise Field Engineers during all Project activities. * Review and approve as-built documentation and notify Transmission manager when complete for contractual acceptance. * To ensure infrastructure is available for transmission through liaison with facilities and infrastructure Planning. * To design and configure new circuit, optimization and shifting of old circuits. * Verification testing of equipment in review and analysis of project scope and definitions design evaluation, planning design and implementation of transmission specific infrastructure. * Availability of timely, accurate, consistent and complete information to support the management decisions.

* TAC department was established in December 2008 to provide rapid support for technical issues and I was the part of Optical Networks TAC team. * Main responsibilities included On-call support; resolve all the major, minor and critical issues by local support to all Optical Networks. * To Provide Technical transmission support to Real Time Operations and highlight customer services affected by network faults (NAS). * Responsible for the resolution of all identified faults or where necessary progression services to 2nd and 3rd line teams. * Incident management – ensuring issue escalation by Service Desk as per the defined escalation matrix; following up the same with stakeholders till resolution/workaround.

* To coordinate with Customer for all Project activities. * To control Project team members to achieve Project milestones * Assist Project Manager during all phases of Project ( Initiation, Planning, execution, monitoring & Controlling and close out ) * Manage all the sub-contractors during Hardware installation. * To ensure the commissioning and integrity of SDH, NG-SDH, DWDM, IP/MPLS,VoIP networks of different communication operators. * To supervise and solve all the technical issues in the Project. * Availability of timely, accurate, consistent and complete information to support the management decisions.

Regional Escalation Support Engineer at Infinera