Pratibha Singh Email & Phone Number

Toronto, Ontario, Canada

Ottawa, Ontario, Canada

• Delivered leadership communications to key stakeholders and executives to ensure requirements are met.
• Overseeing the project requirements of the infrastructure and application, to determine best strategies.
• Established and maintained performance metrics in POWERBI to measure and monitor Jira tickets within different departments.
• Developed periodic performance reporting packages for the stakeholders and PMO, including scorecards and relevant dashboards to provide insights and recommendations for action.
• Managed and supported Nokia web portals (such as SharePoint and Confluence), with the mindset of always working towards a better user experience.
• Assisted the PMO Team in creating technical diagrams and documentation for the solution.

India

• Managed high-priority network incidents/tasks via Remedy by ensuring 99.99% service uptime and avoiding user impact for multiple clients.
• Managed MS teams, Direct routing Webex and Cisco UC infrastructure for multiple high-priority clients.
• Managed telephony server and device firmware upgrades, utilizing ServiceNow for change management processes.
• Handled escalation on issues related to SIP configuration on Cube, SME, CUCM, CUC, UCCX, SIP Trunks, Sip Profiles, SIP Configuration files, Microsoft 365, MS Teams, and contact center environments like UCCX, SIP.
• Familiarity with ITIL methodology and Problem, change management processes, ensuring adherence to best practices and minimizing disruptions during system changes.
• Skilled in implementing and integrating new features and technologies within the UC platform such as Cisco, MS Teams, Skype for business, Zoom, Nice Recording server, and Expressway C&E using Webex.

Sector 126, Noida

• Followed ITSM process to handle network-related incidents, change management activities, and problem records via a Remedy-based management system.
• Designed, implemented, and upgraded Cisco IP telephony solutions, including CUCM, CUC, CER, IM&P, Voice Gateways, and UCCX.
• Provided technical support and guidance for Cisco and Microsoft communication systems, ensuring efficient issue resolution.
• Managed the integration of Voice Gateways, routers, ATAs, and Cisco phones including installation.
• Administered and maintained Microsoft Teams environments, including PowerShell.
• Being a senior engineer, took escalation calls on complex issues for Level 1,2 and 3 engineers anddeployed various application servers in SaaS and CCaaS product environments.

Kolkata Area, India

• Monitored network devices through the MAP monitoring tool, RTMT, and SonicWall firewalls and produced reports if any impact/risk occurred.
• Designed and deployed telephony solutions, and executed infrastructure moves, adds, changes, and disposals (IMACDs) to support business growth.
• Coordinated with end-users and 3rd party vendors to gather details, deploy new system call handlers, and validate successful deployment.
• Performed health checks using a disaster recovery tool and monitored the certification process of all telephony devices.
• Configuration and troubleshooting of all the features on the call manager, including SNR, Intercom, Extension Mobility, TOD etc.
• Troubleshooting phone registration issue for both SCCP and SIP phones

Master Of Science - Ms, Project Management

Activities and Societies: - Analyzed and mitigated risks using a risk register in a Harvard-based case study. - Coordinated with.

Bachelor'S Degree, Electronics And Communications Engineering, 3.7 Cgpa

Activities and Societies: • Coordinated a technical event named “Robotics” held in our college annual fest ‘amiphoria 2012’ as head.