- Working for Call recording solutions for APAC, AMIA, USA/round the globe Clients.- Product Specification : AWFOS / Harmony Solutions ( Comprises Call recording, Evaluation, Speech, Screen, Survey, etc)- Working with DB Server (SQL), Application Servers (IIS / Apache background), Storage or SAN servers.- Call moment via Achiever, Upload client/ Server moment.- Upgrade / Migration of customer product version with latest patches and scripts.- Dumps processing and troubleshooting via Wireshark, Audacity and other internal tools.- Working upon Active / Passive recording with integration to Avaya, Cisco, Genesis, Analog phones and etc.- Cisco (Active / Passive integration), Avaya (Passive SPAN & AES) along with Active (AES, DMCC, MLS, CS1K) integrations, Genesis (Active / Passive integrations)- Close interaction with Product Engineering or Product development team for release of FIX/Patch to address customer issues observed while troubleshooting.- Licenses/ Module up gradation or down gradation via SQL patches & etc.- Targeting Cent percent call recording for Compliance and customer purposes.- Customer support on OS, maintenance, CM, AES patches.- Customer, Escalation handling as per Escalation matrix defined.- KB articles creation with each new learning.Ticketing Tool Used : SugarCRM, Siebel, Forge Jira

Role assigned: Maintaining Wholesale, Call center, Retail VOIP business for the organization, PRI management.Wholesale business1) Interconnections with new clients.2) Carrier testing and coordination.3) Route/traffic analysis as per SIP error codes in real time monitoring.3) New route creation as per test parameters.5) Interaction with round the globe clients for their issue resolution via mail/ chat.6) Live monitoring of Server, active calls.7) CDR monitoring for profitability on each successive carrier/client.8) Rate and routing management to various clients (LCR based routing).9) Rate management to carrier/clients as per commercial offerings.Call Center and Retail Business.1) Real time issue addressing of clients in term of connectivity etc.2) New account creation as per commercial intimation.3) Billing/ Profitability of clients.4) DID : Troubleshooting issues related to incoming numbers, coordination with vendors etc.5) Route management/redundancy on real time basis.PRI Management:1) Managing In-house and outhouse calling from organization.2) Configuring devices as per management needs, troubleshooting issues related in concerns.

Positions Assigned- Level 2 Engineer VOIP Operations-Role- Configurations of devices (Grandsteam,Zyxcel,Cisco,linksys,Audiocode) along with Soft phones.Troubleshooting issues related to configuration,etc, Speech issue, Routes issue, Call testing to destinations, Logs Monitoring, mail response to client, Trouble ticketing processing, issue resolution within an ETR,etcISP (Internet) Operations-Role- troubleshooting issue related to slow browsing on LAN/WAN, Coordination with BSO team, Circuit monitoring (P2P, Lease Lines, RF Connectivity, Media oriented Circuits,Fiber Connectivity.)Link Testing (upload/download ) Corporate Bandwidth, Sites not opening issue, Low Throughput,mail response to client, Trouble ticketing processing, issue resolution within an ETR,etcCCTV/ Surveillance Operations.Role Assigned- Configuration of DVR for LAN/ WAN access i.e from withing local premises and Global access, issues related to Back up, recording, Hard disk, Trouble ticketing processing, issue resolution within an ETR,etc

Working mainly as Voip Engineer. Role is configuring, troubleshooting Voip issues, maintaining coorporate bandwidth, crm etc.