PRIYADHARSHINI M
Chennai
Summary
Certified Technical Consulting Engineer with over 6 years of expertise in Cisco Collaboration (Voice and Video) technologies. Skilled in incident management, escalation handling, and service optimization, delivering high customer satisfaction and operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Consulting Engineer
Cisco Systems
Bangalore
07.2019 - Current
- Troubleshoot and analyze IP telephony, Jabber, IM&P, and Unity voicemail issues, ensuring seamless communication services.
- Expert in Cisco Unified Communications technologies, including CUCM, CUBE, IMP, and CUC.
- Strong knowledge of SIP, TCP/TLS, H.323, and MGCP protocols for effective voice and collaboration solutions.
- Conduct network audits to fine-tune proactive alerts, and ensure overall network stability.
- Foundational understanding of ITIL V4 and solid incident management knowledge for efficient issue resolution.
- Leverage GenAI tools to enhance operational efficiency, improve customer experience, and enable proactive service delivery.
Education
Bachelor of Engineering - ECE
PSG College of Technology
12.2019
Skills
Cisco collaboration and voice infrastructure
CUCM, Unity Connection, Expressway, CUBE, SIP, VOIP
IP phone, Jabber, Webex
Incident and escalation management
Network monitoring and root cause analysis
Service improvement and knowledge documentation
Change and problem management
Certification
- CCIE Collaboration #69672
- ITIL V4 Foundation
- Certified Scrum Master (CSM)
- Cisco Generative AI Green Belt, Generative AI for beginners
Hobbies and Interests
- Toastmasters: Public speaking
- Throwball
- Organising
Affiliations
• Gateway audits and network stability: conducted 320+ APJC gateway audits and 48+ hours of phased implementation, resolving inconsistencies, and improving system reliability
• Service requests and escalation management: efficiently handled multiple service requests and escalations, ensuring minimal downtime and high operational performance
• Mentorship and team support: guided peers in troubleshooting, onboarding, and process adherence, enabling smooth incident handling and knowledge sharing
• Service requests and escalation management: efficiently handled multiple service requests and escalations, ensuring minimal downtime and high operational performance
• Mentorship and team support: guided peers in troubleshooting, onboarding, and process adherence, enabling smooth incident handling and knowledge sharing
Volunteer Experience
- CMS Community Warriors, Core Member, Take lead and hosts CSR (Corporate Social Responsibility) events in Cisco and ensures employees contribute maximum give back hours through the Community Impact portal. Focus on different society evils like hunger, poverty, unemployment, illiteracy, pollution, etc.
- Artificial Intelligence Community of Practice, Core Member, Core member of a dynamic team driving AI solutions integration for practical job applications at Cisco. Facilitate monthly learning sessions, curate resources, and foster peer networking to innovate and optimize workplace efficiencies.
Timeline
Technical Consulting Engineer
Cisco Systems
07.2019 - Current
Bachelor of Engineering - ECE
PSG College of Technology