Prerna Singh
Bangalore
Summary
Enthusiast and opportunity seeker, believe in doing my work on time , always prefer consistency in learning new technologies and enhance my professional skills. Solutions-focused Technical Consulting Engineer recognized for high productivity and efficient task completion. Possess key skills in network infrastructure design, troubleshooting complex systems, and implementing cybersecurity measures. Excel in problem-solving, communication, and teamwork, ensuring successful project outcomes and client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Consulting Engineer
Unified Contact Center Express
Bangalore
08.2021 - Current
- Provided expert consultation to troubleshoot and debug technical solutions for Cisco customers, partners, and account teams, collaborating with TAC engineers to resolve complex issues.
- Managed diverse TAC service requests across multiple vendors, ensuring timely resolution of a broad spectrum of technical challenges.
- Partnered with global clients to resolve intricate issues involving UCCX, Smart Licensing, and CUCM, ensuring client satisfaction and seamless operations.
- Took full ownership of cases, progressing them to resolution while conducting root cause analysis to meet contractual obligations.
- Engaged with the Engineering Business Unit to influence product quality and serviceability improvements.
- In-depth exposure to and experience with Cisco UCCX solution architecture and integration.
- Led initiatives to resolve latency-related issues, optimizing operational efficiency and uptime.
- Performed root cause analyses for critical service outages, coordinating with stakeholders to develop mitigation strategies and share key insights.
- Guided clients through the installation and configuration of Unified Contact Center Express (UCCX), ensuring compatibility with their environments, including server requirements, NTP synchronization, and DNS connectivity.
- Managed UCCX installation on Linux environments, configuring devices for licensing via the Smart Portal, and integrating UCCX servers with CUCM, Wallboard, and external databases.
- Facilitated the configuration and customization of default agent desktops and reporting facilities for on-prem UCCX solutions by accessing the root account and applying Linux-based configurations.
- Trained and mentored new hires on UCCX, contributing to team development and technical expertise.
Technical Undergraduate Intern
CISCO SYSTEMS
Bangalore
01.2021 - 07.2021
- Completed DevNet and CCNA training programs, earning certifications as a Cisco DevNet Associate and Cisco Certified Network Associate (CCNA).
- Contributed to DigiTwin, an innovative tool designed to automate and streamline follow-ups, TL reviews, escalation tracking, and case monitoring. This tool simplified case management for internal stakeholders (Engineers, Technical Leaders, Managers), ensuring swift and efficient resolution of customer issues by enabling timely escalations based on case severity.
- Gained specialized expertise in collaboration technologies, with hands-on experience in managing and troubleshooting real-time collaboration solutions to maintain optimal system performance.
- Transitioned into full-time employment with the Collaboration team, further developing a deep understanding of Cisco's collaboration solutions and best practices.
Education
B-Tech - Information Technology
Banasthali Vidyapeeth
JaipurSkills
Programming Languages:
- Java
- C
- Python
Web Development Technologies:
- HTML
- CSS
- JavaScript
Operating Systems:
- Linux
- Windows
Certification
- Cisco Certified Network Associate
- Cisco Devnet Associate
- Gen AI White, Green and Blue belt Certification.
- Problem solving and decision making training(Cisco)
Hobbies and Interests
- Playing Table Tennis
- Singing
- Travelling
Projects
- DigiTwin ( 12/2021 - 04/2021)
one stop tool to track and automate engineer and manager follow ups, TL reviews, escalation tracking monitoring. Simplifying the job of handling client cases by our internal stakeholders (Engineers, Technical Leaders, Managers) thus swiftly reaching back to the customer and solving their issue. Cases according to their severity can be followed up by a Technical Leader/Manager if the Engineer assigned to that case needs support.
- KYC - Personalization Platform ( AI Project )
Description
- PCUPE (02/2020 - 04/2020)
It's a web Application that can be accessible by the Student as well as the teacher, by using this Application one can easy register themselves for minor project in their respective colleges., Html5, CSS3, JavaScript, Bootstrap., Java Server page(jsp)., MySQL.
- Planify (04/2020 - 07/2020)
Working on Planify official web application is the project where I have develop dynamic web pages, test them and make it live on the web application., Html, Css, Bootstrap., javaScript., Visual Studio Code.
Accomplishments
- CX Collab Champion
- Start Line Recognition Award
- State and University level Table Tennis Player
- Team Player award for Customer delivery Excellence
Timeline
Technical Consulting Engineer
Unified Contact Center Express
08.2021 - Current
Technical Undergraduate Intern
CISCO SYSTEMS
01.2021 - 07.2021
B-Tech - Information Technology
Banasthali Vidyapeeth
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