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.• Assisted PMO by updating key artifacts and tracking SLA of JIRA tickets assigned that is visualized using Power BI dashboards.• Evaluated and recommended solutions to meet technological needs, ensuring alignment with ITIL principles and best practices.• Managed IT assets and resources, optimizing efficiency and reliability of services

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 Voicemails, Direct routing.• 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.• Strong expertise in supporting and managing Unified Communications (UC) platforms and utilizing Wireshark for network analysis and monitoring.• Worked on various change management protocols to make sure the changes were performed within the scope and impact/severity analyzed.• Experience in leading major incident bridge calls, effectively coordinating efforts and resources for timely resolution.• Migration of clients from analogue to IP, legacy hardware to VoIP/SIP Infrastructure, from Jabber to Ms Teams.

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.• Imparted technical training to ensure alignment with organizational changes and stakeholder needs.• Collaborated with cross-functional teams to implement communication solutions that aligned with business needs and objectives.• Managed upgrades and performance-related activities, minimizing downtime and ensuring seamless service delivery.• Created and updated technical diagrams, documentation, and change control plans for site migration.

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• Troubleshooting and Analyzing call manager SDI and SDL traces for the various issues• Implementation of the gateways, which includes MGCP, h323 and SCCP gateways like VG224, 248• Implementation and troubleshooting of the Inter-Cluster trunk between the call manager clusters and towards the gatekeeper.• Troubleshooting gateway registration issues and call routing issues in CUCM and Cube• Troubleshooting SIP trunk issues towards the CUBE, SIP gateways, and third-party applications• Integration of the call manager with other Voice applications like CME, UCCX, UNITY, and Unity Connection• Installation, integration, and troubleshooting of the CUC/UCCX with CUCM • Troubleshooting Database Replication issues and CDR and CMR issues on the call manager• Use of BAT to add phones and modify Phone and Line settings on the phones.• Troubleshooting call manager backup issues, restoration issues and license issues• Troubleshooting Cisco Emergency responders(CER) incidents in relation with 911 calling.• Debugging and troubleshooting of Cisco Gateways and CUBE to fix the problem of call flow.• Monitoring Tools Used: RTMT, SolarWinds, Cisco ROSMAP

Master Of Science - Ms, Project Management

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

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.