TRECY SOUMYA CHARLES

• Proactively monitor client side Meta’s global network infrastructure using different tools.
• Detect, analyze, and respond to alarms/events across LAN, WAN, and data center networks.
• Escalate issues following Meta’s incident management protocols.
• Monitored and maintained network and software components according to established guidelines and best practices.
• Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
• Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
• Troubleshot routers, layer 2 and 3 switches, and network firewalls.
• Work with Meta’s internal teams and external vendors to resolve outages quickly

Monitored entire BT network locally and globally 24 hours, 365 days on shift basis.

• Handle all alarms in various platform like DWDM, HUWAIE, CFN etc
• Action will be taken through raising case or incident in service now tool according to priority .
• Tracking and documenting network issues and compiling incident reports.
• Supported global network users with connectivity.
• Collaborated with other network engineers to configure and maintain network monitoring .
• worked with major outages and sending comms to teams.
• Updated internal customers regarding open tickets and status of resolutions.
• worked with external vendors and ISPs for device and carrier selection, perform testing and verification
• Familiar with data center network Architecture, CLOS etc
• Conducted comprehensive examinations of both the network and end-user devices to tackle problems, prioritize solutions and document procedures, while ensuring transparent communication with clients.
• Testing of complete Transmission path to check the drops and errors.

RESPONSIBILITIES HELD

• Monitoring servers, Routers, Switches, Interfaces, APs and applications and Monitoring Control M jobs as well
• Data center performance monitoring based on parameters - network connectivity, server performance and storage performance. Job is to ensure that network servers are running well and need to escalate issues centers face to data center managers.
• Tracking application and devices up time and health.
• Hands on experience on tools like solar winds, Cisco prime, silver peak, and control M jobs
• Determine how much bandwidth your devices and applications are using and identify the source of bottlenecks.
• Recommended network security standards and upgrades to management.
• Provided network support services for devices such as hubs, bridges, routers and other hardware.

RESPONSIBILITIES HELD

• Worked in project called VFS (Visa facilitation service) used to work on VFS applications, used to support VFS employees for password reset, printer issue, and technical issues.
• Provided SLO level support on 24/7 and work on shifts
• Served as primary point of contact for support relating to owned solutions and products.
• Addressed and resolved SLA issues promptly using an OTRS system
• Ticketing tool called Service now, used to assign tickets for concern team team
• Provided guidance on installing and integrating new hardware components and software to remote clients.
• Have experience on taking client system on remote for troubleshooting
• Used Hitachi ID identity for password reset
• Worked in project called Britannia application support, used to support Britannia clients for application issue through calls, emails.