• Working as a BU Escalation Engineer for Cisco Video conferencing solutions • Interact with CAP Team, Accounts team, Dev and Product Team for resolution of complex issues• Installing, Configuring and Troubleshooting of CMS, CMM, CMS Web App and TMS.• Configuring CMS via API and Good understanding of Postman tool (CMS API)• Preparing the New Product Introduction Training material & troubleshooting docs for Cisco TAC.• Reproducing the issues for troubleshooting purposes and raise a bug if needed• Good Knowledge on Database Cluster Configuration and Troubleshooting of CMS 1000 and CMS 2000 devices.• Good knowledge on syslog, SIP enabled/detailed tracing and Wireshark/PCAP traces.• Good understanding on TMS, TP endpoints, Jabber etc. • Interacting with TAC, Customers and Development team via Phone or E-mail for resolving issues using Linux/Web interface and documenting on the ticket.• Creating a JIRA for the bugs noticed from the server and working with Dev team to get it fixed with the next releases.

Worked as Avaya Backbone Engineer Tier-3 .Handling Troubleshooting problems related to Avaya CM, Avaya End points. - Perform through analysis, isolate the problem cause and come up with a solution for the varied kind of problems on all of the above. - Good knowledge and experience of Avaya VoIP Service,COR,COS,AAR,AAR as well as handling List Tracer and Wireshark for checking call flow or checking any error during a call at the backend. - Thorough knowledgeable on Medpros, DS1, IPSI, CLAN and the VoIP protocols like SIP,H.323,MGCP. - Interacting with Business partners like AT&T ,Cognizant, Converge one etc via Phone or E-mail Resolving Telephony issues using Linux/Web interface and documenting on Siebel. Providing solutions to clients by identifying problems, researching and troubleshooting clients Avaya Telephony issue. - Improving Servers and Gateways performance by identifying problems like Licenses, Authentication files, Alarms etc. - Collaborate with corruption team, and product house to get patches generated for bugs found in the Server. - Effectively managed Business partners and Customers expectations regarding tasks and deliverables. Reached out to multiple teams to gather status and compile high visibility Avaya Diagnostic Methodology, effective communication with Tier 4, escalated the issues when and as necessary. - Providing remote diagnostic support for Avaya Linux-based telephony servers: s8800,s87xx,s85xx,s8400,s8300,s8100), IP endpoints.