Nabeel Ansari

Technical Support Engineer with 2.5+ years of hands-on experience supporting VoIP, IP-PBX, dialer, telecom, Linux, and networking environments. Experienced in configuring and troubleshooting SIP lines, SIP trunks, gateways, FXS/FXO, IP phones, IP speakers, IP paging systems, and VPN routers. Skilled in SIP/RTP troubleshooting, Wireshark packet analysis, LAN/WAN, NAT, routing, firewalls, VPNs, and Linux CLI.

Experienced in customer-facing technical support, remote troubleshooting, incident resolution, root-cause analysis, and escalation of complex production issues. Strong analytical and problem-solving skills with additional hands-on exposure to AWS, automation, and virtualized infrastructure.

Technical Support Engineer at AKOM Technologies (2024-05 – Present)

• Provided technical support for VoIP, IP-PBX, SIP Server, dialer, gateway, and telecom environments, troubleshooting customer issues across voice, networking, devices, and Linux-based systems.
• Configured PRI and established a SIP trunk with SIP servers over TLS with gateway, resolving voice issues and public IP connectivity through a log analysis.
• Participated in troubleshooting meetings with Telecom Providers (BSNL, VI, JIO) to jointly resolve issues related to registration, VPNs, Firewalls, and SIP configurations
• Wireshark to diagnose one-way audio, call quality issues, registration failures, and packet loss/latency, resolving root causes related to routing, NAT, and network misconfiguration.
• Performed SIP header and digit manipulation (number normalization, prefix/suffix addition-removal, calling/called party formatting) on SIP-to-PRI gateways – SBC-equivalent function similar to AudioCodes, Ribbon, and Oracle SBC manipulation tables.
• Configured SIP traffic routing rules and dial-plan logic to manage call permissions, trunk selection, and call flow across SIP-PRI interconnects.
• Integrated legacy EPABX systems with SIP-to-PRI gateways, performing digit manipulation to accurately route SIP calls to and from the EPABX.
• Configured firewall rules for SIP signaling and RTP media traffic on pfSense to secure gateway deployments and prevent toll fraud – functionally similar to SBC-level SIP security policies.
• Managed VMware ESXi virtual infrastructure including provisioning, snapshotting, backup, and troubleshooting of 10+ virtual machines.
• Analyzed SIP signaling and RTP traffic using Wireshark and packet captures to identify registration failures, packet loss, latency, call-flow issues, and protocol misconfigurations.
• Troubleshot Linux production servers supporting VoIP applications using Linux CLI, system logs, processes, services, and resource monitoring to identify and resolve technical issues.
• Configured and integrated FXS, FXO, IP Phones, IP Speakers, and SIP-enabled devices with IP-PBX systems for enterprise voice deployments.
• Troubleshoot pfSense firewalls, VPN routers, and OpenVPN for secure remote connectivity and troubleshooting of distributed VoIP systems.
• Developed a technical presentation on Dialer - Bitla API integration covering network architecture, data flow, and key use cases, to align the client, Bitla team, and development team on implementation scope and approach
• Automated IP-PBX voice recording backups using Bash and rsync across 5+ systems, reducing manual operational effort and improving backup reliability.
• Maintained technical documentation and troubleshooting records for recurring VoIP, networking, device, and system issues.

Master of Computer Applications in MCA – Shri Ram Group of Colleges (Dr. A.P.J. Abdul Kalam Technical University) (2021 – 2023)