RAJ SHAH
Stittsville,ON
Summary
Experienced in networking and skilled in various protocols and services, including Service Routers, Layer 2 protocols, routing protocols (OSPF, ISIS, BGP), and Layer 2/Layer 3 services (EPIPE/IES/VPLS/VPRN). Over a year of hands-on experience with Nokia SDN solutions products like VSD, VSC, NSG/VRS, and SDWAN. Extensive knowledge of network security components, working with Firewalls, RADIUS, TACACS+, IPS, IDS, VPN, and Public/Private Key Cryptography Systems for over two years. Also experienced in implementing, monitoring, and troubleshooting wireless networks. Expertise extends to Windows Servers using Oracle Virtual Machine, VMware, and LINUX.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Specialist, Global Technical Support
Ciena
07.2022 - Current
- Collaborate with Solution Testing, Design, PLM, Documentation, Training and Marketing teams in IPT meetings to ensure General Availability of new software and hardware releases
- Prepare Training materials and provided training on IPv4/IPv6 routing, OSPF, IS-IS, MP-BGP, Static MPLS-TP, RSVP-TE, Segment Routing, L2VPN, L3VPN, and Seamless MPLS to technical support engineers
- Provide remote technical support via telephone or online on identified CIENA products 24×7 when required
- Review issues found in the field with senior engineers and assist Communication with Design and Supply Chain on problems found
- Utilize debug tools as well as lab research to aid Customer's technical problem
- Recover information necessary to escalate the incident/issue to senior engineers
- Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
- Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
- Contribute to publishing of MOP/FSB documents and knowledge base (KCS).
Nuage Cloud 2LS Engineer
Nokia Inc.
03.2021 - 07.2022
- Provide Remote Technical Support (RTS) for the Nuage SDN solutions and associated network elements
- Interface, develop and maintain strong relationships with external and internal remotely to troubleshoot answer questions
- This will involve accessing the remote sites, reviewing log files, coordinating the duplicating, or testing of the issue, gathering traces, logs, files, translations, etc
- Troubleshoot issues related VMware, OpenStack, Virtual Private Network L2 and L3 solutions and OSPF, BGP, Routing Switching protocols and XMPP
- Provide solutions in timely manner by replicating customer issues in LAB on Hypervisor running Linux operating systems – CentOS RHEL by installing nuage products such as VSD, VSC, proxy, NSG/VRS and VMs
- Generate, track, note, update and respond to support tickets using CARES/SALESFORCE
- Interface, develop and maintain strong relationships with regional TEC (Technical Expertise Centers), Solution Teams and Product Business Units.
2LS Support Engineer (Service Router)
Nokia Inc.
10.2018 - 03.2021
- Provide Remote Technical Support (RTS) for XRS 7950, SR 7750, SAR 7705, ESS 7450, IXR 7250, SAS 7210 and associated network elements
- Identify and resolve networking hardware/software issues through email, phone and remote access
- Work closely with ISP such as Bell, Verizon, AT&T, Rogers, Telus, etc to troubleshoot routing, switching and QOS related issues
- Provide support on issues related to layer 2/layer 3 services such as epipe, cpipe, IES, VPLS and VPRN
- Generate, track, note, update and respond to support tickets using CARES/SALESFORCE
- Interface, develop and maintain strong relationships with external and internal remotely to troubleshoot/answer questions
- Assist with debugging complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives
- Interface, develop and maintain strong relationships with regional TEC (Technical Expertise Centers), Solution Teams and Product Business Units
- Ensure external and internal customer trouble tickets tracked are continuously updated and maintained per the Nokia processes.
Technical Support Senior Analyst
SonicWALL Inc.
07.2017 - 10.2018
- Assist customers with deployment of SonicWALL network security products like Firewall/IPS and VPN solutions
- Install, implement, configure and manage virtual machines with VMware
- Handle escalations from other Tech Support Engineers as Tier 2 Engineer
- Provide floor support and assist Junior team members to identify and resolve customers' technical issues
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits
- Handle case assignment to team members for SMB/ATAC web cases
- Provide technical solutions and workarounds for end users on the Level 2 Calls on respective product line
- Work closely with the Engineering and other cross functional teams to replicate the issues reported by the customers, validate the bug fixes provided through various patch releases and resolve the customer issues in a professional manner
- Provide informal training to junior team members on product / technology topics.
Support Analyst
Redline Communications
10.2016 - 07.2017
- Identify and resolve networking hardware/software issues through email, phone and remote access
- Generate, track, log and respond to support tickets using CRM ticketing system
- Assist and direct end customer to configure devices for SNMP
- Monitor, maintain and configure networking devices such as Cisco Switches, Routers and Redline radios using Clearview NMS
- Manage user authentication and assign different privilege level access based on user authorization using FreeRADIUS
- Collect system logs and traps to verify the integrity and availability of wireless links
- Monitor Graphs for RF data and real time data collected from redline radios using NMS Server
- Troubleshoot and diagnose network problems for clients by replicating scenario on bench setup
- Optimize networks by adjusting radio network parameters and recommend possible improvements
- Configure proper MTU, switchport modes, inter VLAN routing, default gateway, default route, basic security and speed/duplexing on Layer 3 switches
- Provide necessary recommendation to clients on configuration of different switches and redline radios based on different traffic requirements such as voice, video, serial and data traffic
- Ensure that complex defects and problems were resolved through production releases and upgrades
- Perform throughput and latency test on laboratory setup by using SmartBits, Spirent and iperf to verify technical specification of different firmware of redline products.
Network Specialist
Redline Communications
09.2015 - 09.2016
- Maintained QA Laboratory by installing and configuring IP addresses, Routing, Subnetting and Security on Redline radios, Cisco 3550, 3560, 3750 series Switches and 2960 series Routers
- Configured layer 2 protocols including STP, VLAN, 802.1p priority, Q-in-Q Tagging and different networking protocols including TFTP, SSH, RADIUS, NTP, SNMP and Syslog
- Worked on different networking devices including Serial Gateway, MidSpan POE Switch, Video camera, Video Encoder-Decoder and UPS
- Created Floor view, Network connectivity, Rack layout diagrams in Microsoft Visio
- Installed and maintained data and RF cabling (e.g
- RJ45 patching, RF splitters/attenuators).
Education
Master of Engineering - Internetworking
Dalhousie University
Halifax, NS07.2015
Bachelor of Engineering - Electronics & Communications
L.D. College of Engineering
Ahmedabad, Gujarat06.2013
Skills
- TFTP
- FTP
- SSH
- HTTPS
- DNS
- DHCP
- NAT
- SNMP
- RADIUS
- VRRP
- HSRP
- GLBP
- SSL
- NTP
Certification
- Cisco Certified Network Associate (CCNA) - CSCO12772014
- Implementing Cisco IOS Network Security (CCNA Security) - CSCO12772014
- Cisco Certified Network Professional (CCNP) - CSCO12772014
- Nokia Network Routing Specialist I (NRS I 4A0-100)
- Nokia Network Routing Specialist II (NRS II 4A0-C01)
- Ciena Routing and Switching Associate (CRS-A)
- Ciena Routing and Switching Professional (CRS-P)
References available upon request
.
Timeline
Specialist, Global Technical Support
Ciena
07.2022 - Current
Nuage Cloud 2LS Engineer
Nokia Inc.
03.2021 - 07.2022
2LS Support Engineer (Service Router)
Nokia Inc.
10.2018 - 03.2021
Technical Support Senior Analyst
SonicWALL Inc.
07.2017 - 10.2018
Support Analyst
Redline Communications
10.2016 - 07.2017
Network Specialist
Redline Communications
09.2015 - 09.2016
Master of Engineering - Internetworking
Dalhousie University
Bachelor of Engineering - Electronics & Communications
L.D. College of Engineering
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