Ruchi Bisht

Technical Consulting Engineer – Cisco TAC, MS CUBE Team at Capgemini India Pvt. Ltd. (2024-06 – 2026-03)

Supported global enterprise customers across EMEA, APJC, and AMER within the Cisco TAC environment, handling technical cases and customer escalations.
Specialized in troubleshooting Cisco Unified Border Element (CUBE), SIP, MGCP, H.323, VoIP, SIP Trunks, Voice Gateways, Dial Peers, and Call Routing issues.
Troubleshot complex SIP/MGCP/H.323 signaling, call flows, codec negotiation, call failures, and interoperability issues across enterprise voice environments.
Managed Sev1/Sev2 incidents and high-priority customer escalations, providing technical analysis and timely resolution.
Performed Root Cause Analysis (RCA) using SIP traces, packet captures, Wireshark, and Cisco debug logs to isolate and resolve complex technical issues.
Collaborated with Cisco Engineering and cross-functional teams to investigate potential product defects, validate technical findings, and implement appropriate solutions.
Assisted customers with upgrades, migrations, configuration validation, and troubleshooting, including recreating customer scenarios in lab environments for detailed analysis.
Provided technical guidance and customer support through case management and technical communication, while maintaining documentation and achieving consistent 10/10 CSAT with client recognition.

Analyst – Network Operations at Clarivate Analytics (2023-09 – 2024-06)

Supported day-to-day Network Operations activities, including monitoring, troubleshooting, reporting, and service support.
Assisted in identifying and resolving network connectivity and service-related issues, coordinating with relevant technical teams when required.
Managed network-related incidents, documentation, and operational reports while following established service and support processes.
Collaborated with internal teams on network operations and technical support activities, ensuring timely resolution of operational issues.

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