Contact Center Customer Relations
Resume:
YESWITHA
REDDY MUNISIF
*********@*****.***
New Jersey, 08837, USA
AUTHORIZED TO WORK IN THE U.S (H4EAD)
SKILLS
Supporting VOIP Systems
UC
Employee Management
Customer Relations
Process Evaluations and Technical issues analysis
Training
SIP,S7,PRI
PBX,Mobility, voip switches,ECC
VMWARE,LAN,WAN
MIVCPBX,MIVC CONTACT CENTER
SONUS SBC,Unified communications.
EDUCATION
JNTU Ananthapur.
Chittoor • 06/2013
Bachelor's of Engineering: ECE
PROFESSIONAL SUMMARY
Meticulous Technical Lead strictly adheres to both client-provided technical requirements and internal business goals. Balances project prioritization to fulfill both contractual obligations and internal revenue requirements. Achieves rapid and exceptional completion metrics through careful utilization of available skills and technical assets.
WORK HISTORY
INNOVATIA: TECHNICAL SPECALIST
JAN 2023 TO JULY 31 2024
Working on implementation of technology using various Mitel business phones / VOIP products & applications and resolve issues related to PBX Software., Windows Server, Voice switches, Phone firmware, desktop applications and all product related issues through research and troubleshooting.
Deployed, configured, and maintained Mitel UC solutions, including MiVCPBXand MiCC Contact Center in both virtualized (VMware/Hyper-V) and physical environments.
Diagnosed and resolved complex technical issues, serving as a senior escalation point for break-fix and performance incidents.
Delivered remote and on-site support, collaborating with cross-functional teams including project managers and service desks.
Conducted root cause analysis (RCA) and implemented preventive measures to ensure long-term resolution of recurring issues.
Maintained comprehensive documentation including system configurations, fault logs, and troubleshooting steps.
Assisted in implementing, upgrading, and migrating Mitel UC solutions across on-premise and hosted infrastructures.
Supported network infrastructure related to VoIP, SIP, ISDN, PSTN, LAN/WAN, VLANs, and vendor-specific networking environments .
Mentored junior engineers, led technical knowledge-sharing sessions, and contributed to continuous service improvement initiatives.
Ensured SLA compliance and proactively enhanced support processes to improve operational efficiency and customer satisfaction.
Work with customer PBX vendors for SIP trunks or with customerIT/vendor for troubleshooting of reported issues. Having wide exposure in various call flows like (Route Points, HuntGroup,Workgroup,Auto Attendant menus,Scheduling) Worked on Mitel Audio Conferencing, Web Conferencing and InstantMessaging services system using both Physical and Virtual Appliances. Advanced Certificate troubleshooting (Sectigo,DigiCert,Godaddy wildcard certificates)
Worked on Mitel Mobility Router which is a platform for mobile convergence, providesseamless locationbased voice handover as users roam between WiFi and cellular networks.
ensuring RCA and Adherence towards action plan to meet commitment. Adherence to Weekly and Monthly review with clients along with dashboards - Proper documenting of review minutes Client stakeholder and escalation management. Having control on client escalations and also prompt response on escalations with proper RCA and Actions Plans.
Conducting Weekly / monthly connect with each employee and lay career path. Initiating strike rule for PIP initiation, Maintaining evidences of feedback and For every quarter, listing the career path for each employee in PACE / Excel and identify training need analysis.
Training (TNA) /Training/ Technical Audit : Identifying the Skill gap among engineers,planning and executing the training/ measuring the performance
Ensure compliance to goals via daily performance management and weekly/monthly RCA of appropriate behaviors, transaction accuracy,CSAT/DSAT and calibration.
Delivered Quarterly Business Reviews and participated in pre- and post-sales engagements
Protected revenue by ensuring SLA compliance and resolving service issues promptly
Onboarded clients to enterprise portals and managed inventory and billing inquiries
Collaborated with sales and internal partners for long-term service planning and renewals
Drove negotiations, responded to RFP/RFQs, and provided tailored client reporting
Met all expectations for hybrid work, technical leadership, and customer advocacy
CSS CORP, BENGALURU, KARNATAKA - TECHNICAL LEAD
BENGULURU, KARNATAKA
JAN 2018-DEC 2022
Ensuring RCA and Adherence towards action plan to meet commitment. Adherence to Week and Monthly review with clients along with dashboards - Proper documenting of review minutes Client stakeholder and escalation management. Having control on client escalations and also prompt response on escalations with proper RCA and Actions Plans.
Conducting Weekly / monthly connect with each employee and lay career path. Initiating strike rule for PIP initiation, Maintaining evidences of feedback and For every quarter, listing the career path for each employee in PACE / Excel and identify training need analysis.
Training (TNA) /Training/ Technical Audit : Identifying the Skill gap among engineers,planning and executing the training/ measuring the performance
Ensure compliance to goals via daily performance management and weekly/monthly RCA of appropriate behaviors, transaction accuracy,CSAT/DSAT and calibration.
Mitel business phones / VOIP products & applications and resolve issues related to PBX Software., Windows Server, Voice switches, Phone firmware, desktop applications and all product related issues through research and troubleshooting.
Work with customer PBX vendors for SIP trunks or with customerIT/vendor for troubleshooting of reported issues. Having wide exposure in various call flows like (Route Points, HuntGroup,Workgroup,Auto Attendant menus,Scheduling) Worked on Mitel Audio Conferencing, Web Conferencing and InstantMessaging services system using both Physical and Virtual Appliances. Advanced Certificate troubleshooting (Sectigo,DigiCert,Godaddy wildcard certificates)
Worked on Mitel Mobility Router which is a platform for mobile convergence, providesseamless locationbased voice handover as users roam between WiFi and cellular networks.
Diagnosing Switch or Phone problems through remote packet captures.
Worked on Scheduled and On demand backup and restore using batch files.
Worked on Connect Edge Gateway which is deployed on the premises of the customer, and hence there is norequirement for a thirdparty VPN client it uses RAST protocol(UDP based)and provides endtoend encryption for all traffic.
Work with onsite teams or with our vendors & provide them necessary logs in case of issue arises on our end.
Identifying issues related to customer network / firewall and checking required ports ranges allowed for TCP/UDP.
To troubleshoot every case (including backlog) assigned and drive towards positive resolution thereby to achieve customer satisfaction.
Debugging hardware & software system level problems in a multivendor multiprotocol network environment.
Working on CAS,SMTP and Voicemail notification delivery system.
Evaluate the scope for timely escalation and ensure that customer problems including identification of software related issues and coordinating with R&D and Engineer teams for fixes and integration requirements via Salesforce.
Vox Valley Technologies - Technical Lead
Hyderabad, Telangana • 10/2016 - 01/2018
Worked as a Team Lead in Vox valley handling customer raised issues and maintaining the servers.
It includes Troubleshooting issues reported by client and providing resolution within SLA. Preparing Reports and submitting to Management.
Capturing SIP Trace and Analyzing using Wireshark Network AnalyserConfiguring SoftSwitch: Routing,Rate Plan, Dial Plan,Termination Gateways.Providing End to End Configuration to the customers.
Troubleshooting Voice related and configuration related issues raised by clients.
Providing Trainings and configuration to the switches and Applications and resolving the issues.
Taking logs by using Linux commands in servers.Monitoring servers and checking bandwidth utilization.Maintaining security of the server using IP Tables firewalls.Installing and configuring server.
Mindtree- Senior Engineer
Benguluru, Karnataka • 12/2015 - 10/2016
Worked as Level 2-escalation team member of core network engineering group for Network Operations Centre (NOC).Trouble shooting of Voice network related complaints (TDM & VOIP Network).
Analyze the packet service profiles for VOIP customers and report changes for customer complaint resolution. Resolving voice complaints using Agilent traces (SS7) and SIP traces; thereby analyzing the signaling issues encountered.
Troubleshooting the trace and identify the issues related to the SIP messages. Reporting Changes in codec entries for the customer trunk group according to the available terminating connectives. Configuration changes in terms of the standard route choices in ISDN (data) calls viz. Mobile Video Telephony; Troubleshooting the quality issues ; measuring MOS values; CLI related issues in VOIP customersMonitoring the connectivity issues with the VOIP connectivity; doing basic level investigation and coordinating with IPNOC and accordingly for TDM customers, with transmission NOC.
Reporting Changes in codec entries for the customer trunk group according to the available terminating connectives. Reporting Changes in codec entries for the customer trunk group according to the available terminating connectives.E1/T1 status, error checking, analysis for flapping/fluctuations/AIS and so in SONUS.Ensuring smooth operations and maintenance of the communication networks for providing operational support to clients.
Analysis of Performance Report to improve ASR towards International carriers and troubleshooting various parameters that are contributing towards low ASR. Proactively Monitoring ASR & utilization data to reduce the international faults to the destination.
Tata Communications - Executive Voice NOC Engineer
Pune, Maharastra • 07/2013 - 12/2015
Troubleshooting of wireless problems such as C7 ISUP/SCCP roaming, ISDN (Video call related)
.Continuously observing Alarm and taking necessary action to resolve the same within minimum time.
Working on Proactive process which helps in reducing International destination reactive faults and there by satisfying customers.Applying proactive and reactive controls such as throttling, code blocking to avoid congestion and network failures during peak hours.Client's traffic analysis to fine the root cause of the low ASR/ACD and to filter traffic according to the data compiled.
Execution of Least Cost Routing (LCR) as per the business requirements.Analyzing the performance of the carriers and solving complaints by using various tools like Agilent (to take SS7 traces), Wire shark (SIP/PCAP traces).Disabling Carrier in case of bad performance or Blocking/Unblocking Customer as per instruction of commercial Team.
Logging Tickets with Carrier for their performance to solve the complaints and doing follow up with the carrier to get the problem solved.
Also doing routing changes wherever required as per the business requirements. Co-ordination with other Network operators for Routine Interconnects related issues.Handled Key clients like BT, Vodafone, Liberty Global (UPC), MCI (VERIZON), AT&T, BELL, Qwest, and TELUS.Perform CLI Tests and GREY ROUTE Tests.Good knowledge of SONUS switches (GSx, PSx and SGx)Configured and managed Sonus SBC for enterprise and carrier-grade VoIP deployments.
Performed call routing configuration, SIP trunk provisioning, and media transcoding setup to ensure seamless interoperability between carriers and customer networks.
Troubleshot SIP signaling issues using Wireshark, Sonus logs, and Syslogs, reducing call drop and one-way audio issues by 40%.
Worked closely with clients to implement VoIP interconnects with global carriers using Sonus SBCs and ensured compliance with TATA’s voice security policies.
Implemented TLS/SRTP encryption and DoS/DDoS protection settings on Sonus SBCs to safeguard VoIP infrastructure.
Performed regular firmware upgrades, backup & restore activities, and configuration replication across Sonus devices for high availability.
Collaborated with TATA’s NOC team to monitor SIP traffic and proactively resolve quality issues like jitter, latency, and packet loss.
Provided L2/L3 support for SIP-based voice services integrated with PBXs like Mitel, Avaya, and Cisco over Sonus SBC platforms.
PERSONAL SKILLS
-Quick learner and never give up attitude.
-Critical thinker with effective research skills.
-Excellent communication skills, developed through experience in support domain.
-Ability to Use Positive Language
-Effective Listening
-Time Management
DECLARATION
I hereby declare that all the information provided above is accurate to the best of my knowledge.
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