Customer Support System Configuration

Pankikumar Desai

*** ****** **, **** *****, NJ **753

Phone: 732-***-****

Email: ********@*****.***

Summary

Cisco Certified Network Associate with over 20 years of experience in VoIP, NOC operations, and customer support. Proven expertise in traffic analysis, network troubleshooting, and VoIP system configuration across diverse platforms. Strong background in managing ILD traffic, provisioning, and maintaining complex telecommunication networks.

Certifications:

Cisco Certified Network Associate (640-607) – Sept 2003

Technical Skills

Technical Networking : IP Networking, SIP, H.323, RTP Protocols, IP, TCP, SMPP, VoIP Gateways, SBCs, Firewall, NAT Traversal

VoIP Systems and Platforms : Softswitches, PBXs, VoIP Carriers, SIP Trunks, Monitoring & Management Tools, Sansay, Verso, Nextone, MVTS II, Telastic, VOS3000, Mediacore, Veri, Sippy, Alpha Messaging Platform, Class 4/5 Softswitches, Cisco Routers/Gateways

Troubleshooting & Analysis : Call Quality Monitoring, Log Analysis, Packet Captures, Problem Solving

Communication Skills : Incident Reporting, Documentation, Customer Support, Coordination

Soft Skills : 24/7 Availability, Shift Work, Incident Management, SLA Awareness

Professional Experience

Company: VoiceblowSdn.Bhd. Sep 2024 to Till Date

Designation: Sr NOC Engineer Voice and SMS

Designed, implemented, and maintained VoIP infrastructure (Class 4/5 softswitches), SIP/H.323 gateways, and optimized call routing (LCR, dial plans) for performance and cost-efficiency.

Administered SMS platforms including SMPP, HTTP APIs, and SMSC configurations; ensured DLR handling, traffic optimization, and SLA compliance.

Troubleshot complex VoIP and SMS delivery issues, performed QoS tuning, failover testing, and integrated systems with billing, CRM, and monitoring tools.

Mentored and trained junior engineers on VoIP and SMS technologies, fostering team growth and technical expertise.

Analyzed key performance indicators (KPIs) including call traffic metrics, Answer-Seizure Ratio (ASR), Average Call Duration (ACD), Post-Dial Delay (PDD), and SMS delivery performance to optimize network operations.

Generated and reviewed regular performance and security reports to track service quality and compliance.

Collaborated with upstream and downstream providers for troubleshooting, service testing, and negotiating rates to maintain cost-effective operations.

Worked closely with clients and internal teams to understand requirements and deliver customized VoIP and SMS solutions aligned with business needs.

Company: Axistel FZE June 2015 to Aug 2024

Designation: Sr NOC Engineer, NOC Head

Monitoring and managing network performance using monitoring tools to track network health and identify potential issues.

Responding to network incidents, coordinating with cross-functional teams and implementing solutions.

Analyzing network traffic, usage patterns to plan for future network needs and ensure scalability.

Collaborating with other teams to implement network changes and enhancements.

Creating and maintaining documentation and procedures to improve workflow and knowledge sharing.

Troubleshooting and diagnosing network issues, identifying the root cause of problems and implementing solutions.

Designing and implementing VoIP systems and working with network engineers to design and deploy VoIP infrastructure.

Providing technical support to end-users and responding to user requests for support and resolving issues.

Staying up-to-date with industry standards, technologies and maintaining expertise in VoIP technologies and also network management practices.

Collaborating with other teams: Working with network engineering, planning, and other technical teams to ensure seamless operations.

Managed NOC operations by handling customer and network complaints, monitoring alarms, and ensuring high availability and performance. Taking fall back and CDR backup.

Performed fallback procedures and CDR backups to maintain data integrity and support traffic analysis.Traffic analysis for International ILD routes, in order to prevent congestion in the network.

Oversaw ILD voice traffic for Tata Communications Ltd (TCL), coordinating with international carriers and analyzing ILD routes to prevent congestion.

Resolved L3 escalated faults in ILD TDM networks, including provisioning, subscriber issues, PRI/Centrex faults, and routing errors.

Conducted in-depth traffic analysis to enhance ASR and recommend E1 link augmentations during congestion scenarios.

Company: Time Tips Solution Jan 2013 to Jun 2015

Designation: Sr NOC Engineer

Responsibilities:

Maintained VoIP networks, dial plans, and routing tables on Class 4 and Class 5 softswitches, VOS 3000, Asterisk-based platforms.

Configured Cisco and Quintum SIP/H.323 gateways to ensure reliable voice communication across networks.

Planned and implemented optimal call routing strategies, including the deployment of calling cards and user accounts.

Installed, configured, and troubleshooted various VoIP devices including Cisco Systems, Linksys, D-Link, Sipura, Vonage, Tiger, Motorola, and others.

Provided technical support and conducted training sessions for Reseller Panel clients and retail VoIP customers.

Tested and implemented Interactive Voice Response (IVR) scenarios to meet client-specific requirements.

Monitored daily reports and enforced firewall policy compliance to maintain network security.

Managed customer and supplier rate configurations on the gatekeeper system.

Oversaw three-way billing processes among resellers, the system, and end users to ensure accurate invoicing and reconciliation.

Company: Union College Ltd, London Oct 2009 to June 2011

Designation: Executive Administrator

Responsibilities:

●Front office duties

●Student Records and database

●General Office Administration

●Generating Marketing Leads for Union College

●Facilities management and Book keeping

●Student services before and after admission

●First point of contact for students

●Handle Student Welfare and all quality related aspects for the college

●To provide reports as and when required for the Academic Director and other senior managers and

●Follow-up on plans and decisions taken by the management

COMPANY: Panamax infotech limited, Ahmedabad, India May 2008 to Sep 2009

Designation: NOC Engineer

Responsibilities:

●Responsible for maintaining VoIP network, dial-plan, routing tables on Class 4 and 5 soft-switches like Sysmaster, Sansay, Nextone and asterisk base softswitch like voice rider operation.

●Configure Cisco and Quintum SIP/H.323 gateways.

●Implement optimal call routing. Plan and deploy calling cards and accounts.

●Installation, configuration and troubleshooting of Voice over IP devices like Cisco system, linksys,Dlink, Sipura, Vonage, Tiger, Motorola etc.

●Providing technical support and training to all Reseller panel clients and retail VOIP customers.

●Testing various IVR scenarios and implementing them.

●Monitoring daily report and observation of firewall policy

●Managing rates of Customer and Supplier on gatekeeper

●Managing 3 way billing between Reseller, system and end user

COMPANY: You Telecom India PVT LTD., Baroda April 2007 to May 2008

Designation: Engineer, VoIP Support and Customer Support Associate

Responsibilities

●Installation, configuration and troubleshooting of Voice over IP device like Cisco system, linksys, Dlink, Sipura, Vonage, Tiger, Motorola etc

●Installation, configuration of UTM like Cyberoam, Sonicwall.

●Worked on Lease Circuits, ISDN, and Dialup and administered 24-Online – Bandwidth Management Software for Internet on Cable.

COMPANY: ICENET.NET LTD., Baroda January 2006 to Mar 2007

Designation: Network Engineer

Responsibilities:

Installation, configuration and troubleshooting of Voice Over IP devices like Cisco System, Linksys, Dlink, Sipura.

Installation, configuration and troubleshooting of all Broadband Routers and Modems like linksys, Cisco and Dlink.

Worked on Lease Circuits, ISDN, and Dialup and administered 24-Online – Bandwidth Management Software for Internet on Cable.

Installation, configuration and troubleshooting of Core & Access Switches, Routers, Firewalls, Access Points & Servers.

COMPANY: ICENET.NET LTD., Ahmadabad April 2005 to Dec 2006

Designation: Technical Support Executive

Responsibilities:

Knowledge of switch equipment, Network elements (Hubs, Switches, Broadband Routers), copper jointing & termination. Effectively troubleshoot all network-related problems in order to maintain desired network efficiency.

Installed and configured broadband connection through Ethernet, Fiber and UTP using switches and hubs.

Implementing and configuration of network devices such as Windows 2000 Servers, Cisco Routers, Hubs, desktop computers.

Installation, configuration and troubleshooting of Windows 98 / Windows NT / Windows 2000 / Windows XP.

Managed and administered LAN Network including Internet connectivity and TCP/IP settings using 10BaseT, 10Base2, 10Base5 and coaxial cables.

Installing, Troubleshooting and supporting remote access dial-up networking.

Assistance and Troubleshooting MS Outlook, Outlook Express in a networked environment with POP-SMTP and IMAP Access.

Maintenance, Troubleshooting and Assembling of Computer Hardware / Software resources.

COMPANY: Aastha Network Solution,Baroda Jan 2004 to Mar 2005

Designation: Technical Support Executive

Responsibilities:

●Maintenance, Troubleshooting and Assembling of Computer Hardware /Software resources

●Installation, configuration and troubleshooting of Windows 98 / Windows NT / Windows 2000 / Windows XP.

●Installing, Troubleshooting and supporting remote access dial-up networking

●Configuring and upgrading network equipment (servers, hubs and switches) for use on Operational networks

●Monitoring & analyzing performance & security log files.

Educational:

Post Graduate Diploma in Computer Application, M.S. University – Dec 2003

BS in computer Application, S.P. University – April 2002

Work Authorization Status: Green Card Holder

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