Vinoth Ravi

About Vinoth Ravi

1.Protocols : SS7, SIP, SIGTRAN, H.248,INAP,FTP,RTP 2.Telecom Equipments : ZTE Soft…

Experience

1. Customer Service Technician Team Lead

   Orange

   Jan 2022 — Present · Gurugram, IN

   Roles and Responsibilities:I have performed the following tasks at Orange Business Services:• Deals with all customer incidents via the Customer Portal, over the phone or by email.• Open trouble tickets, analyze voice and mobile, track trouble tickets throughout the resolution process and alert IC Management if necessary.• Initiation and effective management of Trouble Tickets (TT) through to closure, paying close attention to the SLA requirements and capturing all relevant details for future reference on the TT system.• Coordinate with the respective team and provides detailed reports on major customer problems.• Coordinate with INOC Transmission / OTI – Open Transit Internet G Providers for resolving the Customer Data Complaints.• For any escalation issues contacted the concerned Carrier/Transport and taking continuous follow to find the early Restoration and RFO.• Creating the Proactive TTs with customer / provider for any Link down / SS7 / LTE / Voice Stats degradation issues.• Communicates the planned works to customers and negotiates them; looks after the customer’s commitments regarding planned works (information, duration)• Developing improved action plans with managers and experts based on customer surveys.• Handling different complaints from our customer and suppliers Voice Fault Management - Complaint issues such as ASR, ACD, Call failure, FAS, no RBT, mute call, CLI issues, one-way speech and cross talk through respective signal trace.• Analyzing various protocols i.e, SIP Wireshark Trace for adaptation and to diagnose any reasons for call failures.• Testing the route of different international carriers for its quality.• Handling services of SMSC for A2P and P2P SMS products in MAVENIR platform / Troubleshooting the customer / provider Complaints.• Handling ANRITSU Tool for analyzing the different Traces/ Analyzing the 3G/4G Call traces.• Handling Kibana Tool for analyzing the Traces CDRs.

Education

• SRM University

  Bachelor of Technology - BTech

  2014 — 2017

• Vijayantha Higher Secondary School

  SSLC

  2005 — 2006

• Veltech University

  Diploma

  2006 — 2009

Skills

• Sip
• Ngn
• Ss7
• Communication Protocols
• Fault Management
• Switch
• Sigtran
• Sbc
• Qos
• Network Operations
• Provisioning
• Softswitch
• Wireshark
• Media Gateways
• Switches
• Troubleshooting
• Preventive Maintenance
• Alarm Management
• Performance Management