· Maintained, Configured and installed over 300 AV and networking solutions in 8 different locations across 4 regions for the company ensuring full utilization of technical support capabilities.· Trained and mentored engineers in the troubleshooting of hardware and network faults which saved the company $5000 per month.· Ensured effective customer service to in-unit managers, partners and customers.· Performed root cause analysis with vendor engineers and escalation teams for major… Show more · Maintained, Configured and installed over 300 AV and networking solutions in 8 different locations across 4 regions for the company ensuring full utilization of technical support capabilities.· Trained and mentored engineers in the troubleshooting of hardware and network faults which saved the company $5000 per month.· Ensured effective customer service to in-unit managers, partners and customers.· Performed root cause analysis with vendor engineers and escalation teams for major incidents and recurring problems, and implemented permanent solutions.· Provided deep sw/hw technical architecture expertise to ensure proper solution design.· Coordinated closely with Channel Manager, Product Managers, Central Team and service resources to align solution design with customers’ business requirements· Installed, Configured and performed troubleshooting of Networking Equipment: Polycom servers, IPTL tunneling box, Cisco routers and switches.· Monitored infrastructure and design solution using Windows Server 2012 R2 & 2016, Skype for Business, Active Directory services, VMWare, Virtualization.· Created/improved support documentation and ensured technical reports were documented and kept up- to-date for major network-related outages· Coordinated with various teams for disaster planning and performed network backup and monitored recovery processes.· Prepared RFP, RFQ and RFI for customers and maintained database in order to do regular follow ups. Show less

· Introduced helpdesk ticketing tool for customers and partners to open support tickets which saved the company over $20000 per annum.· Successfully deployed AV and IT infrastructure within 48 hours for a VIP customer which resulted in a $20 million business deal closure.· Provided support to EMEA customers to ensure a high degree of customer satisfaction for all Polycom products and other IT/UC products such as Barco, Avaya, Cisco, Riverbed [WAN Optimization] , IPTL, Cloud solutions… Show more · Introduced helpdesk ticketing tool for customers and partners to open support tickets which saved the company over $20000 per annum.· Successfully deployed AV and IT infrastructure within 48 hours for a VIP customer which resulted in a $20 million business deal closure.· Provided support to EMEA customers to ensure a high degree of customer satisfaction for all Polycom products and other IT/UC products such as Barco, Avaya, Cisco, Riverbed [WAN Optimization] , IPTL, Cloud solutions, etc.· Used formal escalation process and troubleshooting methodologies to ensure effective and efficient handling of Implementation and Support incidents.· Used labs environments to re-create complex customer problems.· Used remote troubleshooting session to resolve the customer’s issues such as Team viewer, Ammy admin, Cisco webex sessions.· Analyzed complex logs by running wireshark traces to troubleshoot customer issues and then provide effective resolutions.· Designed and documented all technical procedures (Problem Resolution Steps, Technical Proposals, Guides, Health Checks for Administrators, Disaster Recovery, Upgrade Procedures, Configuration Procedures & Implementation Plans).· Performed onsite installations and ad hoc project work.· Provided network support and performed troubleshooting to resolve various WAN/ LAN connectivity issues by analyzing TCP/IP protocol, OSI Layers and network infrastructure (router and L2/L3 switches).· Installed, configured and maintained both physical and virtual IT infrastructure and other peripheral like Active Directory, Windows server machines, Lync servers (front and edge servers), Polycom servers (gatekeeper, management and firewallservers )Tunneling box, Routers, Switches, etc.· Managed service requests via helpdesk tool called Freshdesk.· Prepared presentations and provided on-site demos on the latest technology available in terms of technical functionality to potential customers and partners.· Received and processed RMAs. Show less

As the student ambassador of Lancaster University my main role is to be a mediator between the students and the international student office. I have to help all the students with all their doubts and enquiries regarding the University and its ranking. I designed the brochure and also helped in making the campus more student friendly by improving the environment according to the requirements of the students.