Rohit Gupta, Meng Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

• Resolve support issues through investigation, replication, and troubleshooting. • Worked with various internal teams – R&D, QA, Technical Publications,Technical AccountManagement, Genesys Platform Operations to resolve support issues • Organize and lead conference calls during customer-affecting service interruptions.

Montreal, Quebec, Canada

• Manage critical customer account through acted as the single point of contact for the customer’s escalated technical issues.• Escalation/Technical resource for all Customer issues routed through Critical Account Program and field.• Work closely with TCSM, System Engineers and Software Engineering for rectifying Outages/Incidents. • Act as mentor to assist bringing new team members up to speed on their required role. • Deploy network probe on customer network and assisted customer in identifying and resolving network issues in their environment. • Respond to incident and worked with cross functional team in identifying and resolving it. • Ensured Company’s network infrastructure and associated systems are secure and run smoothly and perform within agreed targets.• Responsible for writing manual database updates for any issues involving Mitel billing Portal and managing windows server. • Troubleshooting and providing next steps for issues related to Call Routing, Contact Center, Call Quality over WAN and with Carriers like Level 3, Peerless, AT&T and others using Wireshark capture, SIP Debugs and syslog

Montreal, Quebec, Canada

• Escalation point of the Primary Support Representatives for Managed Network and PBX Escalations (PBX, ECC, Mobility, Call Recording and Fax) in MiCloud. • Ensuring that the Company’s network infrastructure and associated systems are secure and run smoothly and perform within agreed targets.• Manage cloud infrastructure.

Saint John, New Brunswick, Canada

• ShoreTel certified Implementation Engineer: Legacy PBX, Connect• Configure and troubleshoot ShoreTel Server (Windows 2003/2008/2012/2016, IIS, LINUX server), ShoreTel Voice Switches, IP phones, DNS, Firewalls and over 35+ advanced applications of ShoreTel like Soft phone, Nuisance Call Handler, call recorder, Call Reporting. • Ensuring that the Company’s network infrastructure and associated systems are secure and run smoothly and perform within agreed targets.• Configure and maintain internal lab equipment and reproduce customer environment on internal lab.• Review network documentations and advise proper configurations.• Document troubleshooting steps, time reporting and next steps for customer in Customer Relationship Management Systems while maintaining SLA.

Halifax, Canada Area

Master Of Engineering (M.Eng.), Internetworking

Bachelor Of Technology (B.Tech.), Electrical, Electronics And Communications Engineering, B+