Hardik Rawat

Experience

• 

  Ribbon Communications

  Feb 2016 - now

  Lead Technical Analyst

   Respond to Technical Queries / Service requests (SR) from WW Customers within agreed Service Level Agreements. Resolve SRs in a fast and professional manner and keep support requester / Customers updated throughout the support process. Main interface for the outside organization (for Clients) and inside organization (TAC Team, R&D, and other teams like sales/presales). Installation, commissioning & monitoring of the Access, Metro, Metro-Access layer ECI legacy devices such as XDM, BG/NPT, Apollo with the help of the LLD, HLD. Patch fixes installation along with the embedded upgrade of devices. Physical server installation - Solaris, Oracle installation, various application installation such as NMS(Network Management System), EMS(Element Management System), GenEMS(Generic EMS: used to manage and monitor other vendor equipment's) Migration of Solaris x86 server to VMware ESXi platform, creation of VMs, configuring and install of ECI management applications on it. Visiting customer premises for Installation, Commissioning of ECI products, and upgrading them. Performing onsite and remote upgrades for all ECI products like NMS, EMS, and NE (XDM, BG/NPT, Apollo). Handing customers' reported vulnerability and compliance issues, escalating with T3, and implementing them in the customer's network. Complex activities performed on customer live NW such as SDH trail shifting/editing, card/node replacement in a maintenance window, service testing with the help of testers, MPLS tunnels creations/ adding protection, L2 VPN service migration. Handled more than 1000 major/minor SRs including NW troubleshooting and upgrading both. Show less