Harsh Joshi Email & Phone Number

Greater Toronto Area, Canada

Toronto, Canada Area

Acting as L2/L3 support for VoIP NOC (SONUS, ACME and BroadWorks):- Providing technical assistance, monitored VoIP network for North America based service providers and conducted VoIP traffic and CDR analysis- Configured clients’ Accounts on SONUS and BroadWorks Switch- Ability to perform advanced SIP debugging with Wireshark and other tools. Capture and analyze SIP and RTP traces to isolate and resolve issues- Strong knowledge of VoIP, networking, and security (SRTP/TLS) concepts- Proven strong customer relations proficiency- Worked extensively on projects specific to ITIL – Incident, Request and Change Management- Experience and extensive knowledge of call center environments and routing with specific knowledge and experience with BroadWorks/BroadCloud Platform- Routed configuration with designed Dial Plan, Route patterns and assigned trunk groups to different route patterns- Provided total telecom planning, Voice network designing using L2-L3 switch, configuration and solution to various customers - Analyzed and troubleshoot call related issue which also includes scenario where multiple protocol inter-working was required such as SIP-ISUP, ISDN-SIP, EISUP-SIP - Performed LCR (Least Cost Routing) product configuration and troubleshooting- DID LNP/LRN, Handling SS7 (TCAP) troubleshooting- Assisted team with Inter-op testing using SIPp tool and Wireshark- Acted as Internal Escalation for complex problems for Multi-services Solutions team- Trained new engineers on Multi-service Environment for induction to the team- Reviewed technical case of trouble tickets handled by other engineers- Worked on complex customer issues with Business Unit (Developers) to fix software defects

Toronto, Canada Area

• Responsible for training the customer on the User Interface to allow for future self-sufficient operation• Maintain application expertise in order to assess customer requirements where appropriate and recommend appropriate solutions• Maintain a professional relationship with BroadConnect Telecom customers by providing problem analysis for products and services while educating customers about the features and benefits• Manage reported customer issues via trouble ticketing system, ensuring fault isolation, escalation, and resolution are documented. Also assure consistent customer follow-up, providing timely updates to resolutions of reported problems• Escalate reported issues to internal engineering group, external carriers, and management as required. Act as a liaison between these groups and the customer to assist, facilitate and expedite resolution• Proactively create documentation to assist in customer education through submission to User Guides, FAQ’s, and the internal WIKI• Providing Level 1 & 2 support for VoIP on Broadsoft platform.• Deployment and configuration of Hosted PBX and SIP Trunking services.• Track open trouble tickets and find resolution for incident and problem management.• Provide support on installation or configuration of all IP related equipment like Polycom, Cisco, Panasonic, and Aastra.

Master'S Degree

Bachelor Of Engineering (B.E.)