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Career Overview

  A dynamic professional with  4 years of experience in enterprise technical support and voice carrier NOC . Posses effective verbal and written communication skills, excellent working knowledge of networking protocols. I have worked in voice career and PBX enterprise environment to troubleshoot technical issues. I have full work rights in Australia seeking a new professional challenge and available to join immediately. 

Work Experience

Roles & Responsibilities (CSS Corp)

  • Providing overseas enterprise technical assistance via  phone, email and remote access to  Business partners certified by the Alcatel-Lucent University for Site planning /Installation /Configuration /Maintenance of  Alcatel-Lucent products based on the Customer infrastructure and to ensure consistence customer satisfaction.
  • Continuous tracking & resolving of trouble tickets within SLA.
  • Document all communication with the customers in customer relationship management (CRM) tool.
  • Timely hand off (escalation) of cases that require technical or political assistance to the next level team.
  • Contribute to the knowledge base article/ Technical Forum.
  • Monitor the team cases and to guide the new engineers  for the prompt resolution of the cases.

Roles & Responsibilities (Bharati Airtel)

  • Troubleshoot quality related problems like ASR, ACD, NER etc in the network by checking end to end path, identifying problems and providing permanent solution to the clients.
  • Continuous tracking & resolving of trouble tickets within SLA (service level agreement).
  • Monitoring the performance of the international routes.
  • Identifying and responding to faults in networks, liaising with third party suppliers and vendors, handling escalation through to resolution.
  • Centralized Single point of contact for all ILD Carriers, POIIs, customers & other operators.
  • Providing resolution for DATA Services like Video Conferencing.
  • Coordinating with commercial & Marketing Teams for identifying viable alternate solutions to resolve customer complaints within SLA.
  • Take up escalated technical issues with NLD POI's and International Carriers.
  • Coordinated with International Carriers(like Telstra, Optus, Verizon, AT&T, British Telecom, Etisalat etc.) over the phone and email for the prompt resolution of issues.

Technical Skills

  • Hands on experience in Customer relationship management tool Salesforce, siebel and Oracle.
  • Installation, configuration and upgradation of Alcatel PBX (OXE), Open Touch unified communication server, Network management server(8770), IP phones, Digital phones.

  • Installation and Integration of Alcatel Media Gateways with Call server.

  • Technical assistance for Alcatel Network Management center "Omnivista 4760 / 8770" for installation, configuration and maintenance and upgrade related issues.
  • Virtual installation of Call server, Unified communication server, Network Management console through VM ware, configuring DHCP, DNS.
  • To set the lab from the scratch to reproduce, test and identify the bug in the reported issues .
  • Hands on experience on Packet capture tool Wireshark Protocol Analyser.
  • Work experience on analyzing VOIP protocols such as SIP, SDP, RTP, RTCP and H.248.
  • Troubleshooting of voice call issues (call failure, call drop, voice quality issues, Wrong CLI, call looping, FAS, FAX complaints, etc.) 
  • Resolving issues related to TDM trunks, SS7 and ISUP.
  • Hands on experience on Trace tools (Empirix E-XMS Diagnostics, Tekelec, NMS and Jerasoft).
  • Resolving IN (Inteligent network) related issues (NTFS, ITFS incoming, ITFS outgoing and Hubbing).
  • Work experience in PSTN Complaints.
  • Experience in routing NLD and ILD voice traffic based on least cost routing.
  • Knowledge in audio codec G.711, G.729.
  • Improving Network voice quality by analyzing Qos parameters ( Packet loss, MOS etc. )
  • Hands on experience on Acme SBC (Session Border Controller).
  • Hands on experience on Siemens, Huawei Softswitches and Media Gateway.
  • Implementing Routing changes for Traffic based on load sharing and carrier quota.
  • Monitoring the Session Border Controller process loads during peak hours and distributing the traffic for efficient usage of resources.
  • Identifying spam traffic and blocking traffic for entire trunk group / specific Numbers.
  • Knowledge on networking and network protocols, , TCP/IP, IPv4/I6.
  • Worked in Linux and Microsoft windows server 2008 / 2012.
  • Basic programming skills in C,C++.



BE | Electronics and Communication Engineering

 Anna University, Chennai, India

Aggregate: 7.04 (CGPA)

Personal Information

Date of Birth               5th May 1991

Nationality                    Indian

Languages known   English, Tamil and Kannada.

Visa Status                   Partner (Provisional) (subclass 309)

Length of Stay           Until notified that subclass 100/ PR has been decided or the
                                            application is withdrawn.



I hereby declare that the information furnished above is true to the best of my knowledge and belief.

                                                                                                                                ( Mohammed Sheik Imran )