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Manager Engineer

Denver, CO
April 30, 2014

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Pushpa Mirchandani

Denver, CO

303-***-**** or 303-***-****

US Citizen with over 23 years telephone network management experience,

assisting in the planning, design, implementation and testing of

communication infrastructure. This includes installing, configuring,

maintaining, supporting, and optimizing Legacy, IP, VOIP and SIP telephone

systems, and voicemail infrastructure. Expert in Contact Center design and

configuration of Vectors, Expert Agent Selection (EAS), IP Agents and Call

Routing applications in multi IP/PBX environment. Strong background in

analyzing, troubleshooting and resolving telecommunications circuits such

as: ISDN, QSIG, H.323, T-1, IP and SIP. Extensive hands on experience with

Interoperability configuration testing of various Vendor Products and

Service Provider's Network in the Lab environment. Document test findings

and write Test Plans and Application Notes. Eye for detail, strong

analytical skills, effectively communicate and collaborate with end users,

vendors, business partners, upper management, team members and customers to

resolve any issues and challenges.


. Completed 80% of the total volume of Comcast's Business Voice

(Trunking) SIP and VOIP testing 45 days ahead of schedule

. Tested a total of 98 LATA's containing 2,653 LATAs; 948 In-Bound

tests, 158 LRNs; 50,834 Out-Bound tests.

. 50% reduction in man power a savings of approximately 40K in 6 months.

. 5.5 Million in up sales for Avaya Definity Helpline

. Saved Ryder TRS over 600K annually through solution proposed to

switch long distance provider for 1-800-GO-RYDER platform

. Saved Janus Funds over 60K by using retired recording system in

storage during high call volume season


. Install, configure and integrate carrier SIP and VOIP Trunking

connecting to IP networks

. Perform Interop testing and turn-up of carrier SIP-VOIP peering trunks

via SBC, eSBC and IP PBX

. Advanced level understanding of SIP, RTP, RTCP and related telephony


. Ability to perform SIP debugging with Empirix and Wireshark protocol

analyzer. Capture and analyze SIP and RTP traces to isolate and

resolve issues

. Set up complete SIP and IP Trunking Test Bed and testing environment

in the Lab for Service Providers with IP PBX, Avaya Aura Products,

Media gateways, ACME SBC, ADTRAN eSBC, CISCO Routers and Arris Cable


. Document findings and write documentations and procedures for SIP and

VOIP test results and test plans.


BA: Business Administration, University of Denver (DU), GPA 3.82


PMP, ITIL v3 Foundation, ACME and CICSO-CCNA 2010


Adtran Gateway/eSBC 3430 and 4430

Empirix and Wire shark protocol analyzers

ACME Net Net, Broadworks, eMTA's, Arris-Cable Modem, Asterisk PBX

Avaya Aura products: CM, SM and System Manager Rel 6.2 and Avaya eSBC


Avaya G350, G700, G430, G450 and G650 gateways

SIP, H.323, TDM Digital and Analog endpoints

VOIP, IP, SIP, ISDN, QSIG and H.323 Trunking

Avaya Definity ECS,G3R, S87xx Servers, IP Office Rel 6.0

Intuity Audix and Modular Messaging Voice Mail

Call Management System (CMS) Rel 5.2

Voice Response Unit(VRU) & Speech recognition

Telemate Call Accounting System (CAS)

Dictaphone Prolog Digital Recording System

AT&T Call Routing Services (RCS)

Microsoft Office, Word, Excel, Visio,Outlook, PuTTY, Secure Access

Link (SAL)

Pushpa Mirchandani

Page 2


SIP and VOIP Test Engineer, Charter Communications, Greenwood Village, CO


. Supported, planed, tested and implemented several SIP projects

sponsored by Business.

. Tested projects including SIP over coax, 12-24 channels PRI, and other

SIP products currently deployed in Customer Premises and are revenue-

generating that are vital to the Business plan for 2013-2014.

. Worked in conjunction with other senior lab engineers executing test

plans and support of field issues.

. Diagnosed, troubleshoot, resolved service issues related to VOIP

telephony platforms and applications

. Performed SIP debugging with Empirix and Wireshark. Captured and

analyzed SIP and RTP traces to isolate and resolve issues.

. Documented Test findings, Wrote Test Results, Conclusion documents and

complete Implementation Guide for the Device under Test.

. Revised Test Plan Documentation with current steps and procedures

. Tracked defects, deadlines,accomplishments and project progress in


SIP and VOIP Test Engineer, Avaya- DevConnect, Westminster, CO

02/2012- 02/2013

. Configured SIP test bed using various Avaya Aura products such as CM,

Session Manager and System Manager with the Service Provider's

(Verizon, Intelepeer, Windstream, Centurylink, AT&T) Private IP Trunk


. Completed intensive SIP Compliance test cases for various Service

Providers with Avaya Aura products Rel 5.0, 6.0 and 6.2

. Debug SIP traces with Wireshark protocol analyzer

. Wrote Application Notes illustrating a sample configuration of SIP

test and its findings

. Submitted completed App Notes to the Committee for publication

. Documented traces and provided test results.

. Updated Database with test progress from start to completion

. Attended weekly meetings and provided updates and issues on test


. Wrote defects and opened cases with developers for any software


. Assisted with any additional projects

My published Application Notes documenting this work (PM in footer of PDF)

can be found here:

Contact Center Voice Infrastructure Engineer, Hewlett-Packard Enterprise

03/2011- 02/2012

. Gathered, updated and researched Avaya and Nortel Legacy products for

Bank of America's suspended and active sites for Decommission.

. Documented site findings in template technology solutions via process

(ITIL v3), tools and techniques

. Upkept of all project time reporting, including time tracking, project

status reporting, and metrics for management report rollup and reviews

. Maintained client focus and view for cost avoidances

. Communicated with peers, team leads, client facing resources, and

management to ensure successful project implementation/delivery as well

as high client satisfaction deliveries.

. Worked with Technicians on site for busy out, power down and decommission

of Legacy products

. Provided support of approved change controls

SIP and VOIP Test Engineer, (Consultant) Comcast Cable, Greenwood Village,

CO 08/2010-03/2011

. Conducted SIP Testing for the Business Class Voice (BCV) division

. Suggested process and operational improvements

Pushpa Mirchandani

Page 3

. Participated in deploying physical test setups

. Quickly learned trunking architecture and ability to identify major

solution components

. Executed testing and test case validation

. Ability to use protocol analyzers and available tools to reduce

troubleshooting time

. Escalated issues to Sr. and Principal Engineers

. Utilized Network element monitoring/troubleshooting tools

. Participated in automation strategy and testing documentation

. Provided assistance in test plan writing

. Maintained and publish test report packages (procedures)

. Worked with team to open/track tickets/cases with vendors

. Lead routine maintenance activities from identification/detection through


. Worked with 3rd party, peering points, vendors on break/fix scenarios

. Ability to diagnose issues, identified elements, took actions to correct

routine issues across elements

. Participated with initial new product/service deployments with Senior

Engineers then independently drive future activities

. Ability to continuously learn and apply knowledge.

. Installed, configured and tested Avaya IP-office PBX Rel 6.0

System Consultant, Avaya Communication Inc., Highlands Ranch, CO

03/1998- 09/2009

. Provided direct and remote technical support for all Avaya TDM PBX, S87XX

servers, Media Gateways and Voice mail systems

. Reviewed products and service questions prior to escalation to a

Technical Manager or Tier III

. Maintained escalation, consultation, technical training and documentation


. Regularly interfaced with decision makers/ technical department of

customers and Avaya Business Partners

. Maintained system security and support the systems network

. Tested undocumented or non-standard applications as part of training in

the lab environment

. Customized and Implemented solution for customer's business needs

. Mentored and provided hands-on training to Voice Engineers in India.

. Trouble shoot programming, features and functionality of S87xx servers,

media gateways, circuit packs, media modules, Ethernet switches, voice

mail systems and other communication devices.

. Installed IP office and programmed the networking to offsite locations

. Involved and tested several new Avaya post-launch implementations


. Created workarounds as SME if no solutions are found.

. Researched for patches available for customers

. Tested features in the lab environment for accuracy as per the design

. Recommend upgrade to a converged IP network from a single location to a

complex converged network

. Expert in call center programming Vectoring and Best Service Routing


. Familiar with CTI and Speech recognition application integration with

S87xx servers

. Wrote Subject Matter Expert (SME) job aids for other engineers and


. Worked with technicians and Business partners on cutovers

. Familiar with SES, AES, System Manager, SBC and Call Manager products.

. Configured and tested integration of several Unified Communication

solutions with S87xx servers, Media gateways and Voice Mail Systems for e-


Additional Professional Experiences

Ryder's Truck -Telecommunications Manager 1997-1998

Merrill Lynch - Voice Engineer 1996-1997

Janus Funds - Telecomm Administrator 1990-1996

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