Pooja Kashyap
Coventry,UK
Summary
Aspiring for a challenging position in a professional Organization where skills can be enhanced and strengthened in conjunction with the organization's goals. A self-motivated achiever with an ability to plan and execute. Seeking a challenging & rewarding opportunity with an organization of repute that recognizes. and utilizes true potential. To be always willing to learn new things. Professional Summary Competent, diligent & result- oriented professional, with 6 years of experience in Microsoft SFB. Currently pursuing a Masters in Engineering Business Management at the University of Warwick, Coventry, England.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Enterprise Senior Analyst
Unisys India Pvt Ltd.
Gurgaon, India
11.2019 - 09.2024
- Troubleshooting and isolating Skype/Teams issues
- Maintenance and monitoring of 18+ Skype on-premises and Teams online infrastructures along with SBC monitoring and configuration
- Resolving user/site level issues and requests related to Telephony
- Contributed to execution of planned activities such as SBC Firmware upgrade, SBC Certificate renewal, Skype server certificate creation and renewal, Windows server Patching and CU updates, User Migration/Pool Failover
- Day-to-day troubleshooting includes Skype client and server level troubleshooting, RGS, Call queues, and Auto attendants - Skype and Teams, Skype and Teams Enterprise Voice Issues
- Resolving inbound/outbound PSTN issues
- Troubleshooting Teams Call quality and Meeting issues, Reading Teams weblogs, diagnostic logs, and analyzing HAR Logs
- Resolving tickets related to Zoom Rooms, zoom devices, and license and telephony
- Experience in setting up and resolving issues with SONUS/Ribbon/AudioCodes SBCs, MPs and Tenor
- Analysing Syslog and LX logs/INI files
- Analyzing and resolving Polycom and Yealink Issues
- Drafted detailed reports on system performance metrics for senior management review periodically.
- Worked in collaboration with IT and Product support team to resolve various in-house and customer tenant issues involving Skype, Teams, Zoom, and PowerSuite
- Capturing and analyzing server events and CLS logs
- Building Automation based on Azure logic apps and PowerApps
- Assisting in application development by working closely with Dev team and integrating application with Teams
- Optimized system performance for better sound quality in VOIP calls.
- Ensured continuous service availability with regular systems maintenance tasks.
- Implemented advanced call routing strategies to improve client satisfaction.
- Conducted thorough troubleshooting, resolving complex technical issues swiftly.
- Improved system security by updating encryption algorithms and protocols regularly.
- Installed the latest software updates for enhancement of overall system reliability.
- Managed crisis scenarios effectively, minimizing downtime during network outages.
- Collaborated with the IT team to develop a disaster recovery plan for communication systems.
- Designed comprehensive training materials for staff on the use of unified communications technology.
- Recommended hardware upgrades to enhance the efficiency of voice services.
- Assisted in user account management, ensuring seamless access to communication services.
- Provided top-notch customer support, addressing all concerns promptly and professionally.
- Carried out routine checks on voice equipment, maintaining optimal functionality at all times.
- Facilitated smooth data migration during system upgrades or replacements without losing critical information.
- Drafted detailed reports on system performance metrics for senior management review periodically.
- Participated in project planning meetings, contributing valuable insights into unified communications strategies.
- Maintained clear and complete records of installation, maintenance, or repair actions.
- Troubleshoot problems with equipment and devices, tracing root causes and correcting problems.
- Handled regular repairs and maintenance for information and communications equipment.
- Assisted customers in identifying and correcting problems with installed equipment and systems.
- Monitored the performance of complex telecommunications networks to proactively identify concerns and correct normal problems.
- Calibrated instruments and devices to precisely capture data.
- Implemented failover solutions and firewalls to protect customer data.
- Inspected communication infrastructure on a monthly schedule to identify and document maintenance needs.
Customer Service Technical Consultant
Wipro Ltd
08.2018 - 10.2019
- Company Overview: India
- Working with team of Technical Consultants and Support Engineers along with Technical Leads to provide ideal resolution rate on all issues and regularly give inputs proactively
- Maintain resolution rate of 95% within 24 hours of case creation
- Performed consistently and exceeded target in all critical parameters
- Researched and efficiently resolved issues
- Active contribution for team's progress
- Share new resolutions with entire team, researched, experimented, discovered by my efforts
- Volunteer to take up responsibilities
- Test, research on new features released by Microsoft for Lync/SFB/Teams
- Finding bugs and reporting back to Microsoft
- Deployment and Configuration of Lync Online, Lync Server-2010/2013 and Skype for Business Server 2015, Skype for Business 2019 and Teams
- Deployment, configuration and administration of Microsoft Office 365
- Deployment, configuration and administration of SFB/Teams Hybrid (On-premises to online and vice versa) and troubleshooting
- Configuring Remote connectivity of Audio/Videoconferencing, Public IM Connectivity and Federation through Lync Online 2010 & 2013, SFB (Lync Online to Lync Online & Lync Server 2010/2013/OCS/SFB server 2015 to Lync Online)
- Configuring Lync/SFB/Teams for desktop sharing, application sharing, file sharing, Lync calls and Lync meeting through outlook/Lync/SFB/Teams and its troubleshooting
- Configuring and troubleshooting Skype for Business Modern Authentication
- Troubleshooting Lync/SFB/Teams sign in issues with SSO
- Configuring and troubleshooting dial - in conferencing
- Configuring and troubleshooting Mobility issues
- Troubleshooting on Sign in, authentication failures issues and users Presence issues in Lync Server and Lync Online for Windows, Mobile devices & Macintosh as well as Teams
- Troubleshooting on Address Book and photo issues in Lync online 2010/2013 and SFB, and Teams
- Troubleshooting on all Lync/SFB/Teams client related issues like crash and app hang
- Analysing UCCAPI, ETL, SIA, Netmon, Fiddler, Wireshark, Procmon logs and logs from SBC
- Unified Messaging and Voice: Configuring and troubleshooting Unified Messaging with Lync Online, Lync Server 2010/2013 and SFB server 2015, IP PBX - SBC and traditional PBX - SBC
- Collaborating with SBC support to resolve issues
- Configuring and troubleshooting Azure Voicemail
- Configuring and troubleshooting O365 PSTN calling
- Configuring and troubleshooting On-premises PSTN connectivity with cloud PBX (hybrid voice)
- Configuring and troubleshooting Lync Cloud Connector Edition for integrating IP-PBX with cloud PBX
- Troubleshooting Integration of Lync/SFB/Teams with supported phones
- Configuration and troubleshooting Teams Direct Routing
- India
Education
Msc - Engineering Business management
University of Warwick
09.2024 - 11.2024
Bachelor of Technology - Electronics and Communication
Manav Rachna Institute of Research and Science
Faridabad, India 08.2014 - 05.2018
Skills
- Administration
- Product support
- Customer Service
- Team player
- Strategical thinking
- Quick learning
- Ability to motivate others
- Advanced critical thinking
- Proactive troubleshooting
- Following best practices and standards
- Flexibility in changing environment
- Empathetic listening
- Professionalism
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Languages
English
Fluent
Hindi
Fluent
Personal Information
- Place of birth: India
- Date of birth: 10/22/95
- Gender: Female
- Nationality: Indian
- Marital status: Unmarried
Affiliations
- singing
- event planning and management
- sketching
Certification
Microsoft Teams administrator associate - Microsoft
AudioCodes Session Border Controller: Essentials and Configuration - AudioCodes
Zoom telephony - Zoom
Data Analysis - Udemy (Present)
Business Intelligence using PowerBI - Skill Nation
Timeline
Msc - Engineering Business management
University of Warwick
09.2024 - 11.2024
Enterprise Senior Analyst
Unisys India Pvt Ltd.
11.2019 - 09.2024
Customer Service Technical Consultant
Wipro Ltd
08.2018 - 10.2019
Bachelor of Technology - Electronics and Communication
Manav Rachna Institute of Research and Science
08.2014 - 05.2018
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