Vibha Jha
Objective
To work on challenging projects and gain extensive knowledge in my field.
Employment History
Experience: I have overall 2 years of experience in networking. I have worked for HP and IBM. My current company is IBM.
Technical Skills: CCNA certified (Cisco ID: CSCO11247342 ), Problem Management, Change Management, Monitoring tools (HP open view, netview web console), performance and capacity management (Vital Net), reporting (crystal reports and Microsoft Excel), URL management (HP OVIS).
AAA Digital-X Private Limited
Position Title: Software Engineer
Position Level: L3 Support Engineer
Specialization: IT/Computer – Application Administrator
Industry: Computer/Information Technology(Software)
Duration: July 2008 – Till date
Work Description:
Project: Cisco Systems Private Limited
Group: CA-SSTG
Application: Smart Call Home, Inventory and Reporting, Transport Gateway.
Tools: CDETS (Bug tracking), Remedy Alliance tool for case management, JVMs on SODC and CCI/CCX environment, Oracle database through Toad, Confluence wiki for updating tool’s information, SSH client for outback solaris servers for data upload in TG, CNC (Cisco Network Collector) in windows for collecting network information of Customers.
Role: L3 support Engineer (tier-2)
Key Responsibilities(Business):
Ø To act as a liaison between the L1/L2(business) and L4 (developer support) and also to work independently.
Ø To be responsible for case resolution/routing.
Ø Need to work with dependent application support teams.
Ø To be responsible for escalating cases appropriately and managing L4 support engineers.
Ø To Provide reactive technical support i.e. if L1/L2 and L3(tier-1) team is not able to solve a particular issue which customer has, tier-2 will contact the customer and expedite the resolution of the issue.
Ø Provide second line phone/email consultation to independently debug complex product problems.
Ø To work on problems of diverse scope of a particular application where analysis requires evaluation of identifiable factors
Ø Scheduling meetings with development, Support and Business, to discuss case tracking issues.
Ø Preparing report for applications i.e. SCH and IR about the number of cases open, pending and closed for a particular week and the reasons for the cases to be pending. Discuss the case with tier-1 about why the case is not closed. Wherever suitable give the advice on what best we can do to close the case and at the same time get customer satisfaction.
Ø To apply known solutions to known problems.
Responsibilities per Application:
Ø Raising the development bug found in application in CDETS and assign it to the project “csc.netbu”. It will be automatically assigned to the concerned developer.
Ø Make a report about the cases open, pending and closed using Alliance tool. Update in the dashboard wiki and help tier-1 to expedite the process of closing the cases.
Ø Starting and stopping the JVMs. Understanding the errors, taking appropriate actions on them and if the error is not identifiable report to the development team. Taking the back up of the logs. Restarting the appropriate JVMs whether in SODC or CCI/CCX environment according to the error that customer gets.
Ø Accessing the Application backend through Toad using Oracle 10g with database queries. Application backend of SCH and IR and getting information like list of customers, pending list of customers, list of unvalidated chassis/cards,
IBM India Pvt. Ltd
Position Title: System Operations Senior Specialist
Position Level: Junior Executive
Specialization: IT/Computer – Network Admin
Industry: Computer / Information Technology (Hardware)
Duration: Feb 2007 – July 2008
Work Description:
Project: Tata Motors Ltd. (TML)
Role: L1 NOC Specialist
Key Responsibilities:
Ø Worked with Indian and International clients
Ø Monitor the customer's Network with high focus throughout shift and troubleshoot the issues with the routers.
Ø Strong knowledge on routing protocols RIP, IGRP, EIGRP and OSPF.
Ø Raise tickets, solve the problem and engage the concerned team for any alerts generated via the NMC or reported by customers.
Ø Ensure that every instance of an issue during my shift is documented in the ticket for customer reference and clarity of the issue.
Ø Assured availability of NOC during Sev1 calls for the customer by attending the conference calls.
Ø Attend daily Tata, GSNI, Bharti, Idea Calls, create and update the tickets in problem management tool.
Ø Approve changes addressed to our change management queues.
Project: Tata Motors Ltd. (TML), GM, Bharthi
Role: L2 Tools Engineer
Key Responsibilities:
1. Worked with Indian and International clients.
2. Vital Net administration: Account management, password management, Device management, Device Discovery, group management.
3. HP OVIS administration: Configuration of Probe servers. URL management, Addition and Deletion of User accounts.
4. HP OVO Java Console: Monitoring and Reporting of events.
5. Crystal Report: Dashboard report generation and formatting. Convert CSV files and format in excel files.
Hewlett Packard- HPCCC
Position Title: Associate technical support
Industry: IT-Enabled Services / BPO
Duration: Jul 2006 - Feb 2007
Work Description:
To support US customers having HP All-in-one printer with the technicle issues like installation,configuration, hardware faliure along with replacement and sales support.
Key Reponsibilities
I worked in US shift ,18/7 support. I supported customers with all the issues related to printer including networking on the printer and some simple issues related to Microsoft Windows.
Softpage Data Conversion Services Pvt. Ltd. (Summer Job)
Specialization: Data Conversion from xml to PDF
Duration: Jul 2002 – Dec 2002
I started off my career as a “Data Conversion-Trainee”, I have worked on Microsoft word, XML and data conversion [login to view URL] job was to format the raw file into Microsoft word and Microsoft front page as per procedure. Converting to PDF after testing of format is complete using software.
Educational Background
Bachelor of Engineering/Technology (B.E/[login to view URL]) or Equivalent
Field of Study: Computer Science/Information Technology
Major: Computer Science
Institute/University: Kavikulguru Institute Of Technology And Science, India
Graduation Date: Jul 2002
Languages
English, Hindi (Read Write & Speak )
Additional Info
Notice Period: 2 months.
Got CCNA certified on 20th July 2007 with 100% marks.
Completed “Global English Certification” in IBM and attained above 80% marks.
Contact Info
Address: House # 113, Aishwarya, first main road, Near Water Tank, East of NGEF layout, Kasturinagar, Bangalore, 560043 Karnataka, India
Telephone No.: 9902017835
Mobile No.: 9902017835
Email:
Personal Particulars
Age: 26 years
Date of Birth: 11 Aug 1981
Nationality: India
Gender: Female
Marital Status: Married
Professional License No.: AIFPJ8719C
Permanent Residence: India
References
Mr. Amit kumar jha
Relationship: husband
Position: lead Engineer, Lucent Technologies private ltd
Tel: 080-41613030