Dushyant R

Sr. Specialist Network Technology Specialist | AT&T

Apr 2024 - Present • 2 yrs 6 mos

Core Network Support: Supported SS7 signaling for mobility and 911 emergency networks, ensuring high availability, network integrity, and minimum downtime via the ACCESS7 platform. Advanced Diagnostics: Troubleshot complex network faults and performance bottlenecks using protocol analyzers, network probes, and SNMP tools while managing ITSM incident tickets. Change Management: Executed detailed change management processes, including configuration updates and software/hardware upgrades, adhering strictly to security standards. Proactive Monitoring: Monitored performance metrics via NMS and EMS platforms to mitigate issues early, and spearheaded automation initiatives to streamline tasks. Collaboration & Leadership: Partnered with international teams to document outages and conducted technical training and knowledge-transfer workshops for colleagues.

Advanced Complex Technical Support

May 2021 - Apr 2024 • 2 yrs 11 mos

Advanced Troubleshooting: Resolved global product issues using diagnostic tools, identifying root causes to ensure uptime. Ticket Management: Prioritized high-volume incident queues while maintaining strict SLA compliance. Field Support: Guided field technicians through remote diagnostics and structured troubleshooting procedures. Documentation & Outages: Documented network outages, created incident reports, and updated troubleshooting best practices. Team Training: Delivered onboarding and technical presentations focusing on advanced diagnostics.

Technical Support

Mar 2019 - Apr 2021 • 2 yrs 1 mo

Consumer Services Support: Delivered front-line technical solutions for residential internet access, IPTV, OTT platforms, and VoIP. Diagnostics & Fault Resolution: Diagnosed and resolved complex customer network faults to ensure seamless service continuity and optimal operational performance. Dispatch & Resource Allocation: Managed field technician tickets with precision, coordinating escalations, dispatches, and resolutions while utilizing Order Management Systems (OMS). Client Communication & Security: Maintained clear, professional communication via CRM platforms while handling sensitive customer information under strict data security standards. Performance Recognition: Awarded the Customer Connect Award (2021) for exceptional customer engagement, high first-contact resolution rates, and consistently surpassing KPIs.