Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Languages
Personal Information
References
Timeline
Generic
AMMAR KHAN

AMMAR KHAN

Lucknow

Summary

Dynamic Senior Technical Specialist at HCLTech with expertise in VoIP troubleshooting and project management. Proven track record in optimizing system performance and leading cross-functional teams to deliver technical solutions. Adept at client training and technical documentation, ensuring exceptional support and satisfaction. Committed to driving innovation and enhancing operational efficiency.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Technical Specialist

HCLTech
Lucknow
01.2024 - Current
  • I worked on the AXE Engine and the Ericsson carrier-grade switch.
  • Handles connectivity, audio quality, and other issues with international calls passing through our network.
  • Troubleshot ITFS and UIFN-related issues, and collaborated with various in-country carriers to fix the reported issues.
  • Managed reported spam calls by the terminating carrier.
  • Worked on various kinds of change requests, such as certificate renewal for UC applications and SBCs.
  • Handled issues related to voice mail servers, call schedules, auto attendants, etc.
  • Assisted various managed clients with their day-to-day technical issues.
  • Prepared detailed documentation including user guides, installation instructions and training materials.
  • Developed, implemented and maintained high-level technical solutions for clients.
  • Analyzed customer feedback data in order to identify opportunities for system enhancements.
  • Monitored system performance and identified areas for improvement or optimization.
  • Conducted research on new technologies, products and services related to customer requirements.
  • Coordinated with other IT teams in order to ensure smooth implementation of projects.
  • Assisted junior team members in resolving complex technical issues in a timely manner.
  • Provided technical expertise to troubleshoot and resolve complex system issues.
  • Researched emerging technologies for potential application within the company's current infrastructure.
  • Performed quality assurance testing on hardware and software components prior to deployment.
  • Evaluated existing processes for efficiency improvements using automation tools where possible.
  • Managed multiple projects simultaneously while adhering to deadlines set by management.
  • Maintained up-to-date knowledge of industry trends and best practices related to technology solutions.
  • Conducted regular maintenance activities such as patching servers or performing backups.
  • Provided end-user support by addressing requests through phone calls, emails or chat sessions.
  • Advised on best practices for data management and cybersecurity to protect sensitive information.
  • Led cross-functional teams in the deployment of technical projects, ensuring timely and within-budget delivery.
  • Wrote easy-to-understand user interface text and developer guides to increase end-user comprehension.
  • Troubleshot and resolved problems with various UC applications.
  • Supported software implementation with client training and troubleshooting expertise.
  • Implemented robust disaster recovery and business continuity plans to mitigate risk.
  • Oversaw the migration of legacy systems to modern platforms, minimizing downtime and data loss.
  • Managed client expectations through clear communication of technical limitations and project timelines.
  • Established and maintained strong client relationships through exceptional problem-solving and technical support.
  • Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
  • Provided status updates to keep upper management informed and to reach goals.

Technical Consulting Engineer || Cisco TAC

Capegemini Engineering
12.2019 - 12.2023
  • Results-driven VoIP engineer with expertise in implementing, deploying, and maintaining Cisco VoIP infrastructure.
  • Providing technical support to various customers and vendors facing issues related to CUCM and other collaboration applications.
  • Assisting customers with high-severity escalation cases by scheduling a Webex call and performing live troubleshooting with other engineers.
  • Responsible for the timely resolution of the case and maintaining the SLA.
  • Updating the case details in CSONE on a regular basis, with the current status and next action plan.
  • Assisted customers on issues related to CUCM, IP phones, calling search space, partitions, call forwarding, call transfer, voicemail, DTMF, audio codecs, region relationship, SIP trunks, phone registration, MOH, SNMP, LDAP, inbound/outbound calls, application/server upgrade, audio issues, CDR, Cisco Emergency Responder, CTI, media resources, license registrations, ESXi, certificates regeneration, TFTP, extension mobility, corporate directory, PCD, DB replication, SME, CUCM integration with other collaboration applications, SIP, SCCP, MGCP, and H.323.
  • Good knowledge of CUBE, Ribbon SBC, Unity Connection, Expressways.
  • Worked on various bug identifications and coordinated with the development team for workarounds, patches, and fixed releases.

Technical Support Advisor

Teleperformance
Jaipur
09.2018 - 11.2019
  • Company Overview: (Process - Adobe)
  • Provided business-clients with efficient support - Responded to phone calls, emails, and messaging.
  • Installed software, configured and tested customer PC's, analyzed functionality of our software.
  • Took the remote access of the customer's machine and troubleshooted the problem and meanwhile educating the customer about the application.
  • Worked closely and effectively with vendors to update/repair damaged/ not working software.
  • Instructed and trained end-users regarding computer literacy and steps how to install, activate and use the application.
  • Collaborated with company staff to optimize working environment and customer service.
  • Supported the new batches and educated them about the products and TCD.
  • Collected information through Customer's phone calls to identify and report product problems.
  • (Process - Adobe)

Branch Team Leader || Assistant Manager

Shriram Transport Finance
06.2015 - 08.2016
  • Handling the walk-in customers with their queries and guidance.
  • Scrutinizing the documents and ID proofs submitted by the customers.
  • Checking the viability report submitted by F.E and deciding the suitable loan amount.
  • Processing the loan amount to the customer's bank.
  • Full vehicle inspection.
  • Co-ordination with various vehicle dealers and manufacturers.
  • Managing the cash transaction on day to day basis and its submission to the organization's account.
  • Guiding the team on day to day basis about their individual targets and areas of improvement.
  • Training new joiners in the organization.

Education

MBA - PGDBM-IT

NMIMS
MUMBAI
07.2022

B.E - Mechanical Engineering

TAKSHSHILA INSTITUTE OF ENGG. AND TECH.
Jabalpur
06.2014

Skills

  • VoIP troubleshooting
  • Cisco CUCM
  • Cisco Unity Connections
  • Expressways
  • Jabber, IP phones, CIPC
  • MRA
  • CUBE, VG, SBC
  • Webex calling
  • MS TEAMS
  • Technical documentation
  • Change management
  • Customer escalation
  • Disaster recovery
  • System performance
  • Client training
  • Project management
  • Quality assurance
  • Cross-functional collaboration
  • Technical support
  • Performance optimization
  • Team mentoring
  • IT infrastructure design
  • Technical leadership
  • Application support
  • Advanced troubleshooting
  • Technical consulting
  • Problem-solving
  • Troubleshooting
  • MS Excel

Certification

CCNA Certification, 07/02/25

Hobbies and Interests

  • P.C GAMES
  • WATCHING MOVIES
  • CAR DRIVING

Languages

  • ENGLISH
  • HINDI
  • URDU

Personal Information

  • Father's Name: MR. ADAM KHAN
  • Mother's Name: MRS. NEELOFAR KHAN
  • Date of Birth: 03/23/92
  • Gender: MALE

References

References available upon request.

Timeline

Senior Technical Specialist

HCLTech
01.2024 - Current

Technical Consulting Engineer || Cisco TAC

Capegemini Engineering
12.2019 - 12.2023

Technical Support Advisor

Teleperformance
09.2018 - 11.2019

Branch Team Leader || Assistant Manager

Shriram Transport Finance
06.2015 - 08.2016

MBA - PGDBM-IT

NMIMS

B.E - Mechanical Engineering

TAKSHSHILA INSTITUTE OF ENGG. AND TECH.

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