Network Customer Service

SARIKA BHADANI, ITIL Certified

201-***-****

acz7u9@r.postjobfree.com

Career objective:

Engineering Graduate & ITIL Certified with more than 2 years of solid experience in Project management & Testing/Quality assurance in IT industry and 5 years of substantial experience in GSM, UMTS 3G, VoLTE RF technologies with Telecom Service provider.

Professional Experience:

Telecom Analyst: Atlanta, GA

AT&T (Jan’14 – Sep’16)

Working experience on Amdocs billing system for E2E Business Network Solution.

Lead the Lab Team of 3 members to support network/device testing for each release.

Lead and managed projects working with business units to understand their needs, gather requirements and drive project completion.

Worked with project managers to maintain a detailed projects execution.

Assist in all project phases, including testing and implementation, of new and existing functionality.

Provide technical assistance in identifying, evaluating, and developing processes and procedures that are efficient and meet business requirements.

Assist with the development of user manuals and trainings to help educate users on current, new, or modified functionality

Proactively consult with end users and business heads to clarify current operating procedures identifying opportunities for improvement delivered through technology solutions.

Analyze complex problems, interpret operational needs, and develop integrated, creative solution.

Work with client teams (AT&T) in resolving technical/system related inquiries.

Educate and train team members on newly developed systems and modifications of existing systems.

Driving daily stand up calls and client calls.

Expertise in usage generation thru Software tools like Spirent & thru Unix Script.

Daily lab performance testing on devices which includes IOS and Android based smart phones, tablets and wearable gear/devices.

Hands on experience in Mobile Application testing includes Functional, Regression tests, Device Usability testing.

Device testing includes all types of Telecom services - Voice call, DATA call, SMS, MMS, IR94, IPME, call forwarding, Voicemail, CSFB, NW handovers, 3-way calling Etc.

Expertise in areas like 2G, 3G, 4G, LTE, VoLTE Mobile Networks, Order Management, Billing and Mediation, Device Testing, Network Management, Network Trouble shooting with hands on experience on RAN NEs & Core NEs.

Working closely with mediation for CDR collection, Validation, filtration, correlation & normalizing to send downstream for billing.

Coordination with Mediation & downstream systems for troubleshooting to get the usages processed for billing.

Working closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate NW outages & different issues in Lab environment for all services to specialize engineering. Creating statistical reports and performing analysis on a weekly basis for areas of responsibility.

Verify all the files from mediation, as well as other pre-bill processes, are processed/completed before providing go ahead for bill run if escalated by Tier I for assistance.

Service requests to follow the established service request lifecycle and track, monitor, report and keep appropriate personnel informed of progress on ticket resolution throughout the set ticket lifecycle.

Arranging Line ranges & SIM allocation for activations. Provisioning in Switch & validations at Switch end.

Experience in provisioning system and resolving issues to get the data thru for all account activations.

Assisting with Wireless & other service accounts from the frontend systems and Telegence then validating the accounts in the backend billing system (Telegence) and checked the flow of data in various downstream systems like Telegence, Switch and Enabler for various projects.

Support subscriber provisioning from the billing system to other integrated systems and network elements.

Support to areas of subscriber service transactions, including processing of activations, account changes, deactivations, SIM swaps etc.

Skilled in understanding business requirements and relate them to the application Systems and tools.

Assisting with test case design, planning and test execution meetings and provided input, and Suggestions.

Proficient in using MS SQL, Toad, Quality Center and Telegence Billing systems.

Used Quality Center to log defects during the testing of various projects in AT&T.

Resolved business issues and complaints in accordance with appropriate professional standards.

Upheld organizational goals in architecture maintenance.

Improved process quality in coordination with team members.

Conducted gap analysis on current infrastructure programs.

Contributed to architectural cross-function sessions and meetings.

Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.

Sr. NSS Core Switch Engineer: Ahmedabad, India

Nokia Siemens Networks (Mar’12-Sep’12)

Connectivity of MSC with wireless adjuncts (HLR, HSS, VLR, STP etc.) & MSS and MGW.

Analysis of traffic reports and carrying out augmentation for optimum switch performance.

BSC configuration and migration in MSS and MGW & re-parenting of the BSCs from one MSC to other MSC.

Carry out preventive maintenance of the Nokia DX-200 M14/M15 MSS, GCS, HLR & Nokia U3/U4/U5 MGW.

Various fault analysis and rectification in MSS, MGW.

Routing analysis & implementation for Local, NLD, and ILD.

Daily fallback & Weekly MOD backup of each MSS, GCS, MGW & HLR.

Daily, Weekly and Monthly health checks and Backups of the switch.

Checking and configuration of Subscriber profile in HLR for GPRS, GSM, UMTS & LTE.

Maintenance of Health-check, monitoring performance, troubleshooting with BTSL & close looping.

Preparing or initiating new C7 Links.

Coordinating with third party like BTSOL, RAILTEL etc. for monitoring of lines / circuits.

Network assurance and preventive maintenance of the switch and POIs.

Experience of all necessary core network elements- MSS, MGW, HLR, VLR, GGSN & SGSN.

Resolution of daily connectivity issues POI fault.

Traffic analysis and forecasting for future network development in the Poi’s.

Experience in testing telecom applications/systems (GSM).

In-depth knowledge of GSM, SS7, Switching Systems and cellular systems.

Sr. Radio Network Design Engineer Ahmedabad, India

Nokia Siemens Networks (Apr’11 – Mar’12)

Worked as a Team member to support Project of Vodafone West Ltd. with GSM & UMTS network rollouts, network optimization activities, performance management and served as TSG Team lead to facilitate Technical & Customer Services departments in daily operational activities.

Planning of UMTS/HSPA Network Using Nokia NetAct Planner by Generating the Prediction Plot for CPICH RSCP, CPICH Ec/Io, Pilot Pollution, HO Overlap, RSRP, RSRQ SINR & Downlink throughput etc.

Initial UMTS Network drive test report analysis & RF Performance KPI Threshold setting.

Monitoring the Performance of 3G Network (RRC & RAB setup success Rate, Voice Drop Rate, HSDPA Throughput, HS Accessibility and Retainability, etc.) & Identifying Capacity and Congestion issues (Iub, Air Interface and CE).

3G Drive Test Data Analysis, Identifying weak RSCP, Quality areas, CS & PS issues, CS/PS Setup Success Rate, RAB Setup Success Rate, Pilot Pollution analysis, Poor Ec/No pockets, Missing Neighbors, Handover Performance 3G-3G & 3G-2G, IFHO & IRAT Issues, Low Throughput Analysis on HS/R99.

Design of Small Cells & DAS systems.

Using tools and adding new features to help improve network performance and to facilitate the optimization process.

Site Selection, Model Tuning, Antenna selection, Node B Solution, Parameter planning, Polygon for different morphology for 6 major cities and 22 towns.

Analysis of Traffic profile subscriber count and traffic model of voice and data.

Simulation for Loaded and unloaded networks and analyze RSCP, Ec/Io, Pilot Pollution, Active set, UL/DL Load, SHO, HSDPA Effective service rate, HSDPA SIR to meet the desire criteria of RFP.

Strategic Planning of Scrambling code (PSC) and Neighbor declaration for better Performance of the Network.

IRAT HO Parameter setting for the Inter-working of UMTS/HSPA-GSM Networks.

Precise LAC/RA/URA and Cell Selection/Reselection Planning for UMTS Network for the better performance of the Network.

Planned Drive test route, Sub-Cluster for Cluster AT, SCFT Testing.

Analyze and validate SCFT report for 3G sites. Optimize the KPI based on Cluster Pre/Post drive.

Re homing, Configuration and maintenance of RNC with SGSN (IuPs over IP/ATM) & BSC with SGSN (Gb over IP/Frame Relay).

Lead a team of 5 members mainly responsible to analyze Network (Voice & DATA) Complains & work out an action plan to reduce the same.

Handling customer queries regarding Coverage/Quality/Congestion/GPRS/EDGE problem and providing suitable solutions within TAT.

Interact with Customer Service Department for proper complain processing, filtering & assigning for further analysis using CRM Tool.

UMTS/HSPA KPI Optimization and Performance Analyst: Ahmedabad, India

Nokia Siemens Networks (Jan’10 – Apr’11)

Proposed Solution for 3G sites includes Node B type, System module, RF Module & Antenna Solution.

Monitoring and Troubleshooting of Accessibility KPIs (RRC Connection Success Rate, RAB Assignment Success Rate, IUcs & IUps Success Rate, and CSSR Success Rate for UMTS/HSPA Network) and Retainability KPIs (CS Call Drop, PS Call Drop, SHO and HHO Monitoring and Troubleshooting).

Site creation, Parameter definition, license activation for Nokia Node B & handover definition.

Performance analysis of IRAT handovers, BLER & Ec/No, Pilot pollution, RAB Speech, Video, R99 and HSDPA calls using drive logs and Network reports.

Monitoring of Load on R99/HSDPA Resources like BTS Channel Elements, IuB ATM, RF Power, OVSF Code, RNC CPU Load.

Capacity monitoring in terms of channel element usage, number of simultaneous HSDPA users, UL received power (Prx), downlink channelization codes, downlink transmit power.

Scrambling code & Handover planning.

Neighbor list optimization to ensure successful intra-frequency and inter-frequency handover

UMTS Drive test analysis of UE as well as Scanner data with the help of Actix Analyzer and TEMS, Ec/Io analysis, pilot pollution reduction, overlapping cells optimization, missing neighbors (2G & 3G) detection, call initialization failure reduction, parameters modification to get the requested KPI.

Consolidate worst performing cells on main KPI RRC CS/PS success rate, CS/PS drop rate, RSSI Avg. UL, Throughput. Analyze the causes of problematic issues, and apply extensive optimization techniques with the use of OSS /Drive test logs/KPI Reports tools.

Resolution of scrambling code collisions.

Wireless Engineer: Ahmedabad, India

Nokia Siemens Networks (Jan’08 – Jan’10)

Planning new 2G sites to overcome coverage patches & filling Capacity areas & getting the same approved for roll out by Customer (Vodafone West Ltd.)

Planning involves Link Budget Calculation, Traffic Modeling, Model Tuning and Network Dimensioning.

Strategic Planning for high capacity Network Implementation for efficient usage of available Spectrum.

Frequency planning strategy to prepare Network Wide Frequency plan with the help of Schema tool.

Indoor Coverage Planning for providing coverage in the Basement areas of the building with NOKIAs Metro, In-site and repeater. Also, IBS planning using Ultra and Flexi BTS.

Responsible for Capacity planning for existing 7000+ sites of Gujarat circle considering congestion, traffic pattern and Utilization.

Key member for preparing the BOQ for Gujarat Circle, material management & ordering the required material for every quarter along with Customer.

Recommending Antenna Height, Type, Tilt, Azimuth, and Location of an antenna through RF Survey Report and Clutter specifications.

New Site BCCH, BSIC, HSN, MAIO, & TCH frequencies planning for hopping network.

Submitting RF Acceptance Test for new sites with customer.

Different Key Parameters Optimization to meet KPI Thresholds SD Drop, SD Blocking, TCH drop, TCH Blocking, HOSR, CSSR.

Planning Tool support for Coverage Analysis/Frequency Plan/HO design/Interference Matrix generation.

Regular Analysis of Network performance statistics e.g. Handover Statistics, Drop Statistics, Neighboring list optimization, their reasons and take necessary action.

Regular monitoring of OMCR reports to analyze the Radio network performance to verify the Radio utilization, blocking (TCH/SDCCH), assign failures etc. & take corrective steps to achieve the optimum KPI.

Checking of any hardware issue in sites like Path Balance, Poor DLQ & ULQ, FER, BER and Interference with the help of Reporting Suit, Citrix and other OMC stats.

Optimizing the BSC/LAC Boundary and Paging Optimization for better performance of the Network.

Periodic audit of Default Parameter setting, inconsistency check and Discrepancies Monitoring by comparing NSN recommended parameter list to maintain the QoS.

Analyzing RF Drive Test generated through log files and verifying & testing of hardware upgrades and new elements added to the network & keep track of all the upgradation activities.

Daily monitoring of GPRS-EDGE KPI. Improving TBF Success Ratio, Payload, and throughput by adjusting parameter & capacity upgradation.

GPRS optimization & capacity augmentation based on OSS reports & Network complains analysis.

Setting of parameters like CDED, CDEF depending upon the network uses and customer criteria.

Hands on working with NSEI/PCU Load balancing and BSC migration to new SGSN.

Technical Skills:

Wireless standards: VoLTE, LTE, WCDMA (UMTS), HSDPA, HSUPA, GSM, EDGE, GPRS, CDMA.

Testing tools: Quality center (HPQC), Spirent, Unix Script.

Telecom tools: NetAct Planner V 6.0, SCHEMA (Ultima Forte), Actix, MAPINFO Professional, TEMS 9.0.2, NetAct Plan Editor, Citrix, Nokia Reporting Suit, TLUI, OSS, CRM.

Word Processing: MS Office Suite (Excel, Word, Power Point, Outlook & Outlook Express), Google Spreadsheet.

Languages: T-SQL, PL/SQL, TOAD

Databases: Oracle, MS Access, SQL Server.

Academic Qualification:

Bachelor of Engineering - Electronics & Communications.

L.D. College of Engineering, Gujarat University, India.

Achievements:

Awarded Achiever of the Month award for Capacity addition of 25K Erlang per month & Network parameter audit of entire network with 100% accuracy.

Awarded YMAD award by Vodafone for Highest reduction in GPRS complains

Awarded YMAD award by Vodafone for handling the festival of Ambaji successfully with 100% accuracy.

Awarded Customer Choice Award for Planning & implementing SGSN migration for 200 BSCs with zero error.

Awarded Achiever of the Month award for successful Planning & Implementation of LTCD (Low Traffic Controlled Detection) pilot project in 100+ sites in Gujarat & provided technical support to roll out the same across other circles in India.

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