NOC ENGINEER Summary To work professional organization gives opportunity growth contribute value based management talent along seeking guidance proficient seniors help sharpen skills. To part team works dynamically challenging environment growth organization helping achieving goal congruency. Working NOC (Network Operation Center) Engineer Encore Capital Group. That leading BPO call center technology. Having Eight plus years professional experience, I bring forth unique set knowledge skills include in-depth understanding Business Processes Structured Methodologies, experience Customer Service industry, excellent understanding Offshore Client requirements, professional education valuable experience gained mostly working last couple organisation. Highlights Service Now, Microsoft Lync, MSN. *VPN: Cisco client, Cisco SSL, Check point Secure client. *Operating System: XP, Windows 7. *Office Tools: MS Office 2007 2010 Experience NOC Engineer Apr 2011 Apr 2016 Company Name Encore capital Group one leading BPO call centre industry headquarters located San Diego, USA. They originally part Midland credit management deals collection credit card house tax loan Payments also overseas operations Costa Rica, Warren, ST Cloud, San Antonio, Dallas, Phoenix on. Key Responsibilities Technical Skill Set: Project:-EOS/NOC NOC part Enterprise operations support deals Infrastructure within USA, UK India. Key Responsibilities Technical Skill Set: Event Management-interpret alerts received via monitoring tools troubleshoot take necessary remedial actions. Incident Management- Handling P1 Outage/Interruption. Taking care incident management L2 L3 bridges drive resolution using incident management techniques ITIL guidelines. Training new hires NOC team. Alert configuration server network devices according threshold value specified concern team. Monitoring infrastructure devices help various tools like Application Manager, Netflow Analyzer Solarwinds Orion. Performing day day activity specific MCM environment help tools like AS/400, SQL server management Studio Idera Updating Dashboard, maintaining inventory NOC activities. Keep tracking Service Now tickets SLA's. Making shift Roster NOC engineers. Working updating existing new process documents NOC day day activities Service Knowledge Management help new joiners understand job responsibilities NOC team. Working Solarwinds Orion configuring alarms, Nodes network devices. ServiceDesk Engineer Engineer Level 1 Analyst Dec 2008 Mar 2011 Company Name supported technical troubleshooting Desktops Laptops customers US China. Troubleshooting included kinds hardware software based queries Win XP, Pro, Vista. After 11 months promoted L2 Engineer. As Level 2 Support, responsible coach Level 1 analysts taking technical sessions, making shift roster, engineer's attendance also making pending call reports daily basis. Key Responsibilities Technical Skill Set: Giving first level support end users coordinating team second level support (if required). Training new hires team per process technical documentation furnished transition period. Handling client escalations team effective manner. Critical Documentation, Training Process Setup/Improvements well Customer Interaction. Creative bent mind track learn new technologies quickly. Managing VC equipment's connecting video conference across domestic sites also booked VC connect automatically Tandberg application. ServiceDesk Engineer Floor Engineer Jul 2008 Nov 2008 Company Name As member ServiceDesk Team Working Global Helpdesk Del-IT Mailbox. Taking care outages interruptions-following NOC, Server operations minimize outage impact production. Deal Win 7, XP Pro machines Network. Troubleshooting Client Based Applications (like Prolaw, Qlaw, Noble GUI etc.) Troubleshoot issues related VPN connectivity. Providing first level support end user remote support (RDP, Microsoft Lync, teamviewer). Also working helping team members providing 2nd level support escalated issues. Creating disabling LAN, I series noble ids new hires NLE's. Create modify Distribution Lists Generic mailbox Microsoft exchange mail server. Monitoring server performance latency issues providing support end users resolving latency issues. Working internal US Intranet uploading publish company documents Working I series application noble application group access, ID creation password resetting. Working remotely file server provide access specific path department folder. As part SME team (Tier 2) assisting Level 1 analyst taking technical sessions updating current update, new technology process changed. As member Floor Support Team Participate Floor activities weekend. Taking care LAN ports help network team coordinating vendor Managing VC equipment's connecting video conference. Daily routine activity working morning shift like printer check, VC room check internet café systems working fine end shift send checklist activities global mail id. Worked IT helpdesk client site Aricent Software Services wherein handled online technical queries international customers support skills PC (includes win 95, 98, ME, XP) NT (includes win 2000 NT. Key Responsibilities Technical Skill Set: Logging call related IT query Phone Emails coordinate engineers resolving S.L.A. Giving online support china U.S users MSN "Team Viewer" software. Also taking care compliance issue filing incident marked mail concerned person department follow proper procedure ticket opening closing Manage IT inventory (Hardware Software) follow vendor calls also. Jan 2007 Jul 2008 Company Name Worked Sr. C.S.A well Allocator inbound process Xerox. Where handled online query Xerox customers related Xerox machine working toner booking. Following field engineer get update status call part change punching part detail ORACLE (if required). Key Responsibilities Technical Skill Set: Logging call related product query toner booking oracle. Assigning call engineer warehouse coordinate engineer same. Punching install report inventory also handled sales call. Education Bachelors Arts(BA) Delhi University Arts 12th Grade PSM Public School Delhi Arts 10th Grade PSM Public School Delhi Certifications Diploma (ADCHNP) Computer Hardware networking JETKING, New Delhi. *CCNA trained NET-TECH Institute (Janakpuri). *LEADERSHIP ESSENTIALS CERTIFICATE: A Certification learning understanding various ways techniques manage team work pressure situations PC Solution. *ITIL v3 certified. Having good knowledge incident management. Personal Information Father's Name Mr. Vikram Singh Dogra Mother's Name Mrs. Soma Devi Date Birth January 26, 1985 Gender Male Marital Status Married Professional Affiliations Sanjay Dogra PROFESSIONAL SUMMARY OF Sanjay Dogra Name Sanjay Dogra Address H No 203, Karan Vihar, Kirari extn-II, Nangloi, New Delhi-110086 Interests Permanent address H No. 203, Karan Vihar, Kirari Extn- II, Nangloi, New Delhi-110086. RECREATIONAL ACTIVITIES 1. Watching Science fiction movies Action Movies. 2. Interests Various Sports activities Cricket Volley ball. I hereby declare statements made document true best knowledge belief. Date: Place: (Sanjay Dogra) Languages English, Hindi Punjabi Skills Level 2, analyst, Arts, AS/400, bridges, C, call centre, CCNA, Cisco, closing, coach, Computer Hardware, Hardware, credit, Client, Desktops, Documentation, Engineer, English, Event Management, filing, GUI, Hindi, ids, maintaining inventory, inventory, ITIL, ITIL v, Knowledge Management, LAN, Laptops, LEADERSHIP, Logging, Managing, access, Microsoft exchange, mail, MS Office, Office, Windows 7, Win, Win 7, win 2000, win 95, 98, NT, MSN, Enterprise, Network, networking, Operating System, ORACLE, printer, Punjabi, sales, San, SLA, SQL server, SSL, tax, technical documentation, Phone, Troubleshoot, Troubleshooting, video, VPN, Vista, VC, Xerox machine Additional Information PERSONAL INFORMATION Father's Name Mr. Vikram Singh Dogra Mother's Name Mrs. Soma Devi Date Birth January 26, 1985 Gender Male Marital Status Married Permanent address H No. 203, Karan Vihar, Kirari Extn- II, Nangloi, New Delhi-110086. RECREATIONAL ACTIVITIES 1. Watching Science fiction movies Action Movies. 2. Interests Various Sports activities Cricket Volley ball. I hereby declare statements made document true best knowledge belief. Date: Place: (Sanjay Dogra)