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Professional Talent

Ravi Devarasetty

Ravi Devarasetty

Phone: 919-637-1167

SKILLS SUMMARY

 

Cloud/Security Technologies: CISSP, AlienVault Certified Security Engineer (AVSE), Multiple Zscaler Certifications

 

Programming Languages and OSs: Python, C, Solaris, AgilentTester, Ixia, VOBs, Remedy Ticketing System.

Cisco Technologies: Cisco 1800, 2600, 2800, 3800, 6500, 7200, and 7600 series routers and switches.

WAN Technologies: T1, Frame Relay, PPP, HDLC, MLPPP, CSU/DSU, WIC/VWIC, Paradyne, Visual, Multitech.

ATT BVoIP Products and Lines of Service: MRS, EVPN, AVPN, MIS, IP Flex, VDNA, Edgewater.

Others: IP, EIGRP, OSPF, BGP, TCP/IP, UNIX, Solaris, VLAN configuration, port configuration, port security.

Load balancing and security protocols: ACL, GRE Tunnels, prefix-list.

Standards : TCP/IP, RFC 4448 (EoMPLS, VPLS), MPLS-TE FRR, SNMP MIBs

Tools/SDKs: Clearcase (VOB), IXIA, Agilent RouterTester, CiscoWorks

Operating Systems: Sun Solaris, UNIX, Linux, Windows 2000/XP, Cisco IOS®

Network Processors and Debuggers: Intel IXP 2800, GNU-GDB

 

 

PROFESSIONAL EXPERIENCE

 

At&t Global Security Services, Durham, North Carolina     (June 16, 2018¾September 5, 2019)

 

Senior – Technology Security: Worked with geographically diverse teams to establish Zscaler Cloud Security Product as a profitable venture for AT&T. Mentored Cloud Security Operations Center with How-To documents, Troubleshooting Guides and Processes to improve customer experience. Helped close long-standing, open projects using various internal AT&T databases and tools. Managed Zscaler deployment projects for large enterprise customers. Made presentations to end customers on the benefits of AT&T Managed Security Services. Co-authored AT&T Managed Zscaler Deployment Guides for a consistent and predictable customer experience.

 

At&t Network Operations Center (NOC), Durham, North Carolina            (May 16, 2014¾June 15, 2018)

 

Senior – Network Support: Worked as a ‘CALNET3’ Team Lead involved with the setup of a dedicated team for the customer account State of California. Job responsibilities include training new hires, assist them with higher-tier technical support. Joined customer stewardship calls, continuous service improvement calls and calls with LCMs.

 At&t Network Operations Center (NOC), Durham, North Carolina            (9/2009¾ May 15, 2014)

Senior Specialist – Network Support: Worked as a ‘Triage’ Team Lead and wrote process documents to prioritize the severity of customer tickets in the Triage work list. Trained associates and provided mentorship and direction to associates in the Triage methodology. Suggested process improvements and drove down inbound calls to better align resources with business needs. Received ‘Employee of the Month’, ‘Superman’, and ‘Bowman Bravo’ awards for distinguished achievements.

At&t Network Operations Center (NOC), Durham, North Carolina            (1/2007¾3/2009)

Network Support Engineer: Provided Tier 2 network support for complex enterprise WAN and LAN networks. Respond to network-wide service outages including, but not limited to LAN/WAN failures/faults, fiber cuts, voice/VoIP trunk issues and virus outbreaks. Manage equipment and service vendors and circuit providers for break/fixes (including dispatch, collaborative troubleshooting, and problem resolution) and verify fixes successful.

  • Within 3 months, moved up from “Triage” position to “Tier 2” position and to a “CritSit Lead” position within 2 years. Responsibilities for the “CritSit Lead” position included handling of critical customer site tickets and supporting Tier 1 network analysts in Manila, Philippines, and Sao Paulo, Brazil.
  • Held #1 or #2 position at any given time in a team of 25 in the total number of trouble tickets closed.
  • Achieved highest customer satisfaction rating in a customer satisfaction survey of three NOC locations, Durham, NC, Manila, Philippines, and Singapore.

Additional job responsibilities included:

  • Answered inbound customer calls and assisted them with several issues such as slow response, dropped and uncompleted VoIP calls and worked towards resolution.
  • Worked with hardware vendors and replaced, reconfigured, and troubleshot Cisco routers and switches as needed to restore connectivity.
  • Coordinated with customers for downtime for circuit testing, software and firmware upgrades on Cisco equipment.
  • Joined conference calls with customers and engaged appropriate parties like circuit providers, advanced technical support engineers and customer escalation managers and helped resolve complex problems.
  • Performed configuration changes on customer production routers and switches per customer requests.
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