Herpal Singh

Supporting Business Customers with Webex and BroadWorks – Resume Bullet Points

Provisioned Webex user accounts via Control Hub, including license assignment for Messaging, Meetings, and Calling.

Invited users to Webex organization and ensured seamless onboarding experience.

Provisioned users and services in BroadWorks portal, including VoIP features and user profiles.

Configured BroadWorks services such as call forwarding, hunt groups, and auto attendants.

Managed device assignments for IP phones and soft clients within BroadWorks.

Troubleshot Webex issues including login failures, meeting connectivity, A problems, and calendar integration.

Resolved BroadWorks issues including call quality problems, feature malfunctions, and device registration errors.

Utilized tools like Webex Control Hub, BroadWorks CommPilot, and wireshark for SIP traces diagnosing and resolving issues.

Handled customer support tickets via email and CRM tools, Salesforce, ServiceNow, ensuring timely and professional responses.

Guided customers through feature usage and provided step-by-step troubleshooting support.

Escalated unresolved technical issues to engineering or carrier support teams as necessary.

Supported integration between Webex and BroadWorks for unified calling experience.

Verified synchronization of user profiles, dial plans, and voicemail systems between platforms.

Assisted with DNS configurations and domain verification for Webex-BroadWorks deployments.

Maintained documentation and followed best practices for UCaaS support and service delivery.

• Troubleshot L1–L3 PBX issues for enterprise-scale Alcatel OXE environments.
• Analyzed debug logs and identified root causes; reported bugs and implemented solutions.
• Deployed OXE on hardware and VMs; configured ISDN T2 trunks (PRI/BRI), auto attendants, IP/SIP phones.
• Troubleshot VoIP call failures in complex SIP and ISDN flows via Wireshark, TCP dump, and SIP traces.
• Managed call routing, SIP gateways, SIP trunking, ARS routing, IP domains, and PCS configurations.
• Ensured redundancy, routing via Entity CDT, DECT mobile systems, and implemented ALE cloud solutions with Rainbow WebRTC gateway.

• Worked in NOC operation for international call related issues in VOIP sector with various Telecom carrier's
  • Voice testing for DMS 100 and GTD5 switches and also dealing with configuration of business customer's line
  • Excellent experience in checking customer call traces for call failure-related issues on IRIS and CSGI tool for long- distance international calls as well as for local long- distance local calls inside CANADA and USA region
  • Worked on Centrex line, Pots line, huntgroup, voicemail configuration and issues
  • Handled Telecom companies' reported tickets on email for VOIP and sip call failure issues
  • Excellent experience in handling clients and customers' queries in a given time frame on calls, chats and emails
  • Handled business customers and residential customers
  • Traces capturing of call ISDN line based call failure issue and VoIP call failure issues
  • SIP call flow troubleshooting and providing resolutions to the carriers and business customers

• Handled long-distance call issues based on Nortel switch technology and pure fiber mobility users
  • Troubleshooting of Centrex line and POT lines.
  • Technical support to field technicians to reprogram line equipment and line testing
  • Troubleshooting of international incoming and outgoing long-distance calls failure on the routes level with worldwide carriers
  • Handled business-to-business and business-to-customer level issues
  • Voicemail mail configuration and troubleshooting
  • Handled VoIP call failure issues
  • Traces of VOIP call failure and route level troubleshooting of Telecom-related calls from one carrier to another in USA region
  • Email-level international Telecom client handling and providing resolutions with in the SLA
  • Interaction with various carrier for the VOIP call related issues and providing the resolution via following necessary level of troubleshooting with network translation team

• Worked on various TDM switches like DMS100,GTD5, UMC100 and 5ESS.
  • Helped technician remotely with programming, line testing, fault check, line equipment number changing releasing from SMB and MMB and CPB and putting back to service by following necessary steps with the programming of a switch for single line customer.
  • Tone generation on the line, noise check, parameters like resistance and capacitance check, Removing line suspension and temporary disconnect
  • Disconnecting customer's services from the switch and Database tool FMS
  • Changing dialing plans in GTD5 by programming.
  • Adding and removing AIN features in the switch and FMS.
  • Call failure tracing in geoprobe and then routing to Translation Network Core Switching
  • Troubleshooting of every piece of equipment starting from switch to customer's premises with a technician remotely in case of no dial tone on line equipment or customer's premises
  • Adding and disconnection of Local routing number for NPANXXXXXX in SOA tool
  • Supported the frontline agents with programming various AIN features
  
  • Remote access of switch using TAG tool for configuration change and troubleshooting
  • Full troubleshooting of hunt groups based on POT lines.