Infosys limited – Chennai, Senior Consultant
Sep 2021 - Present
- Provision of operational assistance and the implementation of an IP telephony application for a client with offices all over the world.
- Taking care of incidents and involving in calls for major problem troubleshooting.
- Involved in the SIP migration activity and implemented the setup for the client sites.
- Configuration of Third-party devices, Polycom Trio and troubleshooting.
- Configuring the Cisco codecs video endpoints.
- Troubleshooting and log analysis on VC devices.
- Setup new cisco sites, configuring gateways, cisco phones, jabber application, Third-party devices, system call handlers.
- Identified business issues through careful collaboration with key stakeholders.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Provided technical trainings and knowledge transfer to the system engineers and consultants.
- Involved in the project transitions and setup from commencement.
Verizon- Chennai, Engineer Consultant
Feb 2020 – Sep 2021
- Knowledge in handling of Service Calls (tickets) ETMS ticketing tool
- Working with one of the US major Bank customers for their Jabber application.
- Involved in service maintenance and Merge1 activity.
- Followed DOP and test plan for the customer for the product implementation and break fix.
- Creating Implementation DOP’s and involving Major Incident (MI) and P1
calls with client and CISCO TAC.
- Have experience & knowledge on Cisco Products viz Cisco Unified
Communication Manager.
- Cisco Unified Communication Manager Express, Cisco Unity Connection,
IM&P (CUPS).
- UCCX, Expressway servers, UCS servers, Border Elements (SBC), Cisco Voice
Gateways.
- Have strong understanding on Telecom infrastructure protocols like ISDN and analogue signalling & VOIP protocols like SIP, SCCP, H.323 and MGCP.
- Configuring and troubleshooting Cisco Configuring Call Manager and IP
Telephony components, features such as music on hold, extension mobility, intercom, video and group speed dials, IP phones, Wireless phone, gateways, dial plan components, Right Fax,
Softphone/Communicator, BAT, and Attendant Console
- RTMT SDL call logs traces
- Have done troubleshoot of issues like Call drop, etc., Configuration for End
Users and Application Users.
- Actively participated in various changes in the Network like Upgrading IOS,
Replacing VG’s, replacing faulty parts of UCS Servers like HDD, RAID
Controllers, etc., Design and execute various Cisco Unity configurations and provide support to Unified Messaging.
- Ability to Identify IP Address schema, Basic DATA troubleshooting and problem diagnosis.
- Consulted with Subject Matter Experts (SMEs) to resolve technical issues that arose during production.
- Supported project planning and execution efforts relating to technical documentation and process development.
Lowes – Bangalore, Network/ System Engineer
Dec 2017 – Feb 2020
- Troubleshooting complex IP Telephony issues for the 3000+ stores,
Distribution centres and corporate offices in US, Mexico and Canada.
- Managing Avaya 8700 call server, G450 Gateways and CMS for corporates and CUCM and Toshiba system for stores.
- Configuration of Spectralink Phones, TC51 and performing troubleshooting on Axon.
- Coordinating with Vendors for the replacement of the voice components,
cables and configurations.
- Coordinating with carrier, LEC for the trunk, POTS line and circuit issues.
- Configuring and Resolving VSAT, Amino, Motorola Wireless issues.
- Handling outages, change request and business impact incidents.
- Published multiple SOP’s and knowledge documents for Lowes Infra and technology.
- Working on the VOSS project for new dial plan conversion to migrate the site to support TC51 smart wireless devices.
- Resolved and documented customer reported network issues via phone and e-mail.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
TATA Consultancy Service (TCS) – Bangalore, Network/ System Engineer
Aug 2015 – Dec 2017
- Troubleshooting complex IP Telephony issues in client’s network.
- Troubleshooting Call routing, Call manger & Unity issues.
- Troubleshooting FXO, FXS and Voice gateway.
- Configuring Analog devices in the Gateways.
- Executed on call escalated support for technical issues both on customer premises and via dialling into customer circuits to troubleshoot network outages and degradation issues.
- Call Routing Configuration, Cisco Unified IP Phone Configuration, Jabber
Configuration, Voice Mail configuration, SIP, Trunk Configuration.
- Perform Add, Move and Delete operations in the Avaya and Cisco call manager.
- Firmware patching in the Avaya circuit Packs (CLAN, MedPro, VAL and IPSI).
- Cisco unified communication manager and Cisco unity Version upgradation
Gateway IOS upgradation.
- Configuring Vlans tracing the IP Phone, Authentication verification, Router,
Switches IP phone configurations.
- Configured and maintained Cisco Call Manager, Unity and related Cisco
Unified Communications configurations.
- Monitoring ticket queue.
- Handling Incident, Problem & Change management process.
- Producing internal technical and policy documentation (SOP) for the purpose of reflecting best practices and industry standards.
- Following the outage process timely performing necessary escalation to the various service provider’s VP level and provide 24/7 support, on call support.
- Maintaining 100% SLO by providing committed uptime ensure that there are no escalations and increased customer confidence on company services.
- Resolved and documented customer reported network issues via phone and e-mail.
EdGate Technologies Pvt Ltd – Bangalore, Application Engineer
Jul 2013 – Feb 2015
- Modified existing software to correct errors, upgrade interfaces and improve performance.
- Installed, maintained and recommended appropriate field solutions for electronic products.
- Trained end-users on electronic controllers.
- Porting different types of operating system in the development modules
- Creating experimental codes on the latest Microcontrollers and digital signal processing kits.
- Assisting and providing technical support to the customers.
- Conducting technical seminars to Faculties and research scholars from various universities in all over India.
- Working with the sales teams to provide support in pre-and post-sales activities.
- Diagnosed network problems involving combination of hardware,
software, power and communications issues.
